Poorest communication I have ever experienced - Never received my order and UberEats refuses to refund me

I had a very bad experience with UberEats yesterday. I ordered 3 Pizzas and never got them. The delivery person tried only once to contact me via the phone, but I couldn't hear them. Since I know reception is sometimes not good, I put the phone done and called them back, but they didn't answer. My daughter went outside and waited there for 20 minutes, but no pizza. There was a guy on a scooter across the street a few houses away from ours, but he was not clearly recognisable to her as an UberEats driver, so since it was already dark she didn't approach him out of concern for her safety. She said he was on his phone the whole time and didn't notice her; she could neither see that he had pizza boxes on him, nor did he put anything down. The system showed our pizza as delivered though it was nowhere to be found. The app showed a picture of the supposedly delivered pizzas but all you could see was the box, with no way of identifying where it was. When I contacted UberEats via the app, they said the delivery person waited for 24 minutes, then cancelled the order since he couldn't get hold of me, and that therefore I couldn't get a refund. I don't get how he could have both delivered and cancelled the order. I also feel he made a very poor attempt to contact me. He could have sent a WhatsApp since he clearly had my phone number; he could also have knocked on the door or rang the bell. When I explained that in the help chat last night, UberEats responded with pretty much the same message, without taking anything I said into account which I consider very poor customer service. I'm not even sure if I chatted with a person or an AI system, and frustratingly this seems to be the only way of communicating with them which, again, I consider extremely poor service. I will certainly not make use of their service again, and discourage my friends to do so.