Uber eats theft

My order which was a gift for someone was never delivered. The intended recipient was not home so the Driver, Francis said he would return the items back to the store and try to deliver later. He asked me to call him when he could deliver but never answered any of my calls. Its very easy to confirm this on the text messages between us. Its also easy to check with the store in question if the items were returned. But it's impossible to connect to an UBER EATS agent to actually explain the situation! Very frustrating!