Uber eats driver stole my food

Uber eats is charging me for an order that never arrived, they claim the delivery guy waited for 8 minutes but I have been waiting at the gate more than 2 hours. On the app they indicated that there's a delay in processing my order.( Which is not my fault but theirs), why would the delivery guy choose to wait at the gate for 8 minutes despite me specifying on the app that he should ask for Lucky at the security guard?