Terrible Uber Eats service

My wife placed an order with McDonalds Tokai via the Uber Eats website. Once the order was ready for delivery, she was informed about the delivery person, the make of the delivery vehicle and the fact that this person suffered from hearing loss. When placing the order, specific instructions were given to ring the doorbell.

Subequently, she received a notification that the delivery person was a few minutes away from our location. We waited outside but no delivery person arrived. She then received a phone call from the delivery person but this person did not communicate verbally and the call was ended. My wife tried to call him back immediately but the call went unanswered. After a few more minutes, she was then sent a photo of the order being left on the side of the road.

She then informed Uber Eats that the order was not received and they responded to her that according to their "investigation" she was not eligible for a refund as their delivery person exhausted all efforts to contact her.

This is patently false. The driver did make a call but he did not communicate verbally. The call was simply made to satisfy the Uber Eats policy to show that he made an attempt. The driver did not speak. Uber Eats should also check their tracking records as this would show that the driver was at the wrong location/ street.

We are now forced to accept the outcome of this shambolic Uber Eats investigation.