Appalling service. Uber drivers have started to ***** our orders now

Uber drivers have now started *****ing our orders I placed an order for a bottle of coldrink and selected the meet me at my door option. When the driver arrived at the gate he called me i answeres and then he hung up he texted me and asked me to come take my order, I called and I explained to him that I selected the deliver at my door option so he should please follow the instructions I put for him to dial me at the gate so I can open the gate. The driver decided to complete the order. I sent an email to Uber reporting the issue and I was told the driver followed their process and no refund is due. I didn't receive my coldrink how could he have followed the rules if he didn't even enter the complex. I am absolutely appalled by this