Uber Eats hires ******* as drivers

Yesterday mu husband and I placed an order with Uber Eats to chicken Licken Orlando. Waited an 1 hour without getting our food. The first driver connected for pickup, then he canceled second driver connected then canceled as well the third driver connected to pickup our order only to find out there's was driver collected "our supposedly food " the third driver which his name is Sillas called me to inform me order no 3141F was collected I then ask Sillas to speak to the manager which his Name Enoch he told me the same story that our order was called. That thiev of a driver left his cellphone no *** I tried calling this driver there was no answer. I I canceled my order the Uber charged R286.00 to cancel my order because I waited an hour no received our food. Then Uber Eats has a nerve to tell us there are not eligible for refund their can't take any further action. How is that my problem that the hiring ******* as drivers .I want my refund finish and Klaas Uber Eats is ******* company who doesn't take responsibilities for their drivers who *****s customers food. I'm do disappointed with their response that they are not eligible. Who is eligible is me customer?