Uber eats supports drivers who **** people

I ordered on the app on the 2 0october 2024,the driver then messages me to confirm my address and i send it to him almost immediately he then informs me he will let me know when he leaves the store ,which is about 8min away from my home .he arrives with the incorrect order, he then takes it back and me assuming it was a mistake it shouldn't take that long to come back with the correct order ,i then message him via the the app to follow up and he says the store is still busy with my order. And its taking time. immediately after that i get a notification saying my order was delivered . I log a compliant on the app and tried calling the driver with no response ,eventually the app response to me telling me i can NOT get a refund because the driver followed protocol. What exactly is that **** people ???? and decide that the driver must get the benefit of the doubt because hey he sent a message .........the drivers name is Crispen so whoever gets him in the Gqeberha western suburbs watch out