UberEats ****!!

Be very careful ordering from UberEats especially in South Africa. I made an order a couple of days ago and even tipped on the app in advance *****ie mistake). I was staying in a hotel in CPT and I selected the option “meet me in the lobby”. The driver sent a message “I’ve arrived” and immediately “On my way!” And I rushed downstairs from my room to the lobby. He was not anywhere to be found in the lobby. I went outside looked around and he is nowhere. I tried calling him… nothing. Take note that also as soon as I rep**** to the driver “On my way!” the driver immediately closed the chat and I couldn’t understand why but now I know why. It was deliberate. There is only one entrance to the hotel, the hotel man that stands outside at that door to open and close the door for guests confirmed that there was no uber eats driver. The hotel reception also confirmed there was no one with a package or driver in the lobby. And on the app the map shows the driver was on the street side of the hotel not even at the hotel. After stating all of this to UberEats, i got a simple answer that I do not qualify for a refund as the driver waited for 10minutes. It is impossible that he could’ve waited for 10minutes if I proceeded to go downstairs immediately after receiving his text and why would he close the chat after seeing my message that I am on my way. UberEats has the worst customer service they refused to do a proper investigation and is now not even responding to me. Also how can UberEats disregard the fact that I selected the option to meet me in the lobby when the driver did not even leave his car. This is the worst service ever. After my incident I did some investigating and the amount of people who went through similar situations with ubereats is alarming. How are they getting away with this. My advice is to avoid them at all costs. The stories out there are **********.