Worst experience on ubereats

I placed an order on the 30th of December in the morning around 9am. Around 9:44 i got a message of a picture of the workplace gate from the driver but went to the gate there was no one there, i went to reception thing he had left my order there but it wasn't. i tried calling the driver multiple time but i could not get through to him. i tried getting assistance on the app but i was never refunded as i was told i was not eligable for a refund...when i was never even called? This experience has been the worst and i will never use the app again. i just want my refund. i have went through a lot of stress trying to get assistance but with absolutely no luck at all. absolutely horrible service