Direct to me is not direct

I ordered Uber Eats and paid for direct to me cause I noticed lately they let drivers do as many orders as they wish, making multiple stops along the way. I paid for direct to me, a 3:69ish charge and the guy had multiple stops along the way and sat at one place 15 minutes. My food arrived 55 minutes after he picked it up and I am about 15 minutes away. In addition, they forgot the cookies on the order. Support refused refund, said direct to you is not actually guaranteed. Refused to refund. I will not order again and the reps lied and were very unprofessional