Uber eats treating it's customer poorly

I ordered on Uber eats from McDonald's in promande for delivery at my door I work at a retail stor in a mall in Mitchell plain town centre, the driver phoned upon delivery I told him to come in to the mall and deliver to the store as there is a delivery fee he then left the food on a dirty floor in a public I don't even know where he just sent a pic of the food on the floor and left which resulted in me not getting delivery of the food and now Uber eats says they cannot refund me, this is unacceptable Uber eats allows it's driver to treat it's customers poorly and have a no care attitude now I lost R115 and I had to go buy food by another place because I did not get my food.