UberEats Order ****** by Driver

Of all the orders we have received from Uber. This driver, Imran Mataka, claims he got lost and could not get a hold of us after trying to call us for 8 minutes. Which was weird as we did not get any missed calls. Only after the app says he left the order by our gate, which first it was the wrong gate and according to customer service, they can leave the order in a “safe” place. According to the picture it was left in our main road, a road with 4 complexes and residential houses is bound to have traffic flowing regularly. I am not sure if this constitutes as safe being left on the streets and being at the wrong address. We tried to call the driver and he said on the call to meet him at McDonalds where he will give us the food, which now contradicts what the app says. On our way we passed the spot where he claimed he left the food there was nothing. When at McDonads, we were no longer able to reach him. We called Uber support and they were not able to get hold of the driver twice as well in which this is already suspicious. Long story short Uber backed the driver saying they were in their rights and we never got the order or refund. We went to reorder our food and spoke to the food store and they mentioned that this happens a lot were drivers ***** people’s orders. Surely for such a big company they should have controls for this, as a client after ordering so many items on their app I would have expected a fair judgement on this. It’s really not about the order but the fact that a driver **** and they are backing him or they have no policies to reprimand such behaviour. And what guarantees me I won’t face another driver like this again???