Ubereats hires ******* as drivers!

I ordered food at Chicken Licken Sloane Square12:58 on the 28th of November 2025, Uber driver by the name of Joshua picked my order. It took two hours for him to get here and eventually when he was close, I sent him a message to drop my food by reception and gave him the code. He then used the code and didn’t deliver my food. I called him and he picked the first time because he didn’t know it was me, and told me he was approaching. He never came through, waited and waited, tried to reach him but couldn’t. Reported the issue but ubereats kept saying I received my order and no refund is necessary. Do they even have a policy in place for such? Uber eats hires *******!!!!