Uber eats robs people

Uber eats robs people, I placed and order on their app for KFC. The driver knowledge Nkululeko contacts me in the app and says the food is here. I say come down the driveway and u could hear he did not know where he was and left the food somewhere and did not take any calls from me. I paid for food that I didn't receive and Uber eats refuses to refund me saying that the driver followed their process. If that's the case the process is robbing people and my instructions was drive down the driveway and deliver to me and I was at home. This is wrong