Useless and ****mers

Ordered and made card payment for my breakfast at Kaui Sunninghill VA. The driver claimed to have delivered my order however the security of my building did not get the order. We also check our cameras, no delivery driver had come to our office today. Logged a complaint on the app, but im told that once the status is changed its the recipient responsibility.

How in the hell?? Why are there no contact numbers for the drivers? I mean if I can prove I did not receive the food, why am i not getting a refund or compensated somehow?