Uber Eats - undelivered food and no refund

Poor service by Uber driver and Uber, I bought food for R200.00, the driver went to the address next door, I told him he is at the wrong place, he was 100M away, I tried to call him via uber eats app his phone was unanswered, few minutes later I get a notification with a picture of the food on the floor saying that my food is delivered when I walk to the place there was no food and the place where he confirmed the address where left the food it’s not clean for one to put food there. Uber doesn’t want to refund me as they claim that the driver followed all the necessary steps, I guess the necessary steps don’t include safety and hygiene.