Uber Eats driver not delivering ordered food.

I ordered from Uber Eats, the food was not delivered. I received an automated call after which I went downstairs immediately(which is only one floor down) and also responded to the driver's in app messages by saying coming. When I got outside there was no driver. I attempted to phone the driver in the app and on Truecaller, no answer, phone went to voicemail after only a few rings When I lodged a complaint they advised that the driver waited 10 minutes and they would not refund me. I then also noticed that there were many comments on Truecaller for this driver's number stating that this has happened to numerous other people. I got a contact number for Uber Eats and lodged the complaint and was advised that my complain would go to a specilised team. I received an email confirming receipt, but to date nothing further and also no refund of the R200 spent.