Uber drivers claiming to get lost after arriving at the venue and never delivering the goods

I placed an order #2F81D- to be delivered by Welcome Machaya. He arrived at the venue.i had a brief chat with him on the phone. Gave him instructions at the gate. He acknowledged the instructions. Then when I’m checking with reception, I noticed in the app he had now travel 8 mins away from the venue. I asked him in the app why he left and he said he was getting lost. I guided him again , he acknowledged. Then he said my ordered was delivered. I called him three times, he rejected my calls.

I have records of the calls. Not of the conversations cause uber won’t allow me access. Jitu the support consultant refused to even hear my side of the story stating that the uber driver waited 7 mins ( not true cause he drove away), said he tried to call me ( not true cause there were no calls that came through on my phone-instead I called him and he rejected the calls - all theee), and to no suprise, claimed I don’t get a refund.

I think there is a syndicate here or some sort of ****.

Uber needs to do better cause what a horrible experience for something that was meant for a patient

It’s a pity cause it’s quite abit of money lost but the integrity of what this driver did is really going to leave a bitter taste and a poor level of trust in this brand.