Uber eats ****

Today my boyfriend ordered food for me while I was at work at around 11:45am , the food never arrived since . We called McDonald’s they told us there is nothing they can do we should contact Uber , we contacted Uber they told us this is not refundable as the driver was waiting outside for 9 minutes. To make it clear I am working I cannot leave my desk to pick up food , the driver normally comes in and drops it at reception , not this time. They then said the food was delivered to me but it wasn’t after we contacted them they said they can’t help us