Uber Eats Mitchell's plain unreliable drivers

Uber eats in Mitchells Plain Western Cape, The driver stole our food. We placed an order with Mochachos and waited for the order. When he arrived according to eye witnesses he placed the food outside the gate and took a picture of the food and then packed it back in his motorbike and took off. We msged ubereats immediately on the app several times on the app and everyday and all they say is they cannot refund us. It's impossible to contact them except through the app and they devoted my account for the payment. Why can't we contact them and how can their driver just make off with our 530 rand meal? What we also notice is we were not able to track the driver nor were their any contact details for him which is different when we are in Pretoria , the drivers allow us to track them and display their contact details. He left the food by the bottom neighbours gate and she also says she heard nothing. Our door was open and we also never heard anything nor were there any missed calls or calls from the driver or from ubereats. We even had someone wait downstairs. So this driver did not have the intention to deliver the food because he did it very slyly. And why did he take the food back with him? Wasn't he supposed to leave it at the door.