Ridiculous service from driver and support staff

Order food from Nandos Park town.Put delivery notes. Driver disregarded. When the security at the gate told him the process to get in he left and said he had waited for long. All this within 5min. Uber support failed to provide me with the delivery notes the time frame the driver had waited and I was on a call with them within the 10min the driver sent a message saying I'm outside. Instead they came back and said my order is not eligible for a refund before I even asked for the refund. I just wanted clarity on how their driver had communicated. Uber eats is empowering ******* to still from us.