Uber Eats complaint: Utter lack of Uber-eats accountability!!

This has happened twice in a row (see screenshots with orders). We order a food from a restaurant – they charge us some delivery service fee, I get a message saying the driver is on their way about an hour later, then we get a message saying the order was canceled. In both cases, the food was picked up but never delivered – in one case, the deliverer misplaced it, the other case the car had a break-down. We were not charged, but that is beside the point….keeping us waiting and assuring us of service which was not rendered is inexcusable. Most gallingly, when I called Uber Eats customer service, and asked them point blank How do you know the deliverer isn’t enjoying a free food, regardless of who is paying? (for someone surely is losing money – either the restaurant or the consumer), the answer is They are supposed to follow protocol and discard. REALLY? Where’s the disincentive for them to not ignore protocol???? How does Uber Eats ensure the two gentlemen from the screenshots below are following protocol here?