Driver stole my lunch.

I ordered lunch off the uber webiste on Monday. It never arrived but the driver claims it was delivered -he took a photo of the order while it was still in the bag at the back of the bike. I have had various back and forth messages with Poula uber who claims that I cannot get a refund because the driver followed their protocol. The driver did not arrive. The moment he said he was here I went downstairs. Uber claim he tried to contact me, but refused to provide the proof that he did. He did not contact me. They claim he waited for me. That is incorrect - I went down and there were in fact two other people from the building who have both corroborated that there was no uber delivery in the 10 minutes they were standing outside. I waited for a while and there was no delivery. When will they start taking responsibility for their drivers ******** behaviour.