UberEATS No delivery no refund...*******

No delivery but case closed and apparently investigated by UberEATS. We had three people waiting on an order from Nandos Plumstead in Capetown. The driver says he waited 30min and nobody apparently showed up. Where was he? Uber says no refund because the driver communicated (automated sms that says: I've arrived) and waited...utter *******. "... delivery partner followed our policy..." lol. The drivers found a loophole and now have a way of getting free food. What does the investigation entail? Could they not during this investigation find a better remedy other than tell the customer sorry no refund (our driver thanks you for the free meal). They (Uber) don't respond to these reviews and I'm simply writing to educate and hopefully assist someone out there. Do not use Uber eats. They and their drivers are ****** and I will be going to open a case of theft. If the driver does not connect with the recipient....why not return the order to the supplier? One can then collect the order, right? I called Nandos and they apparently cannot find that driver.