I wish I can give zero stars. Let me start by saying after ordering nearly 500 orders via Uber eats and more than 1000 rides with Uber, I have now deleted my account with them. Today I ordered food for my kids from Greggs. I put the order in at 2.20pm and about 10 min after they say the delivery guy is picking up my order. When it was about 2.45pm I wanted to cancel the order because I can see in the app that the delivery guy has been at the same spot for the last 15min and of course now by the time food now gets to me it cold and not fresh. The ETA time keeps on moving longer and longer. Bare in mind I have a child with learning difficulties who is waiting for his food. By now I got another ETA update which now said that the ETA is at 3.15pm which by now was nearly an hour since I initially made the order. When I initially made the order it said on the app that the estimate delivery was 25min. I now went into the chat app of Uber eats explaining to them the situation and asked for my delivery to be cancelled because it’s taking too long. The Uber eats app is not good at all. You send one message and then they will send you 5 to 6 messages at the same time which does not give you a chance to read all. I saw the message do you want to cancel and I said yes stating my reason and letting them know that the driver has been at the same spot which is not even at the restaurant for more than 20min. I then went through the thread and saw due to me cancelling they are charging me about £19. The food that I ordered was £20. These people whoever dealt with my case has no shame. After they took my money without any investigation regarding the ETA closed the chat which did not allow me to chat any further. I then called customer service which was no help at all. I then sent them an email a Explaining that the ETA kept changing and driver was at the same spot for more than 20min and that I only saw that they will charge me after I went through the chat thread but they responded saying that I wanted to cancel and so they did and at the end of the response they said “no response needed”. How horrible and disgusting is this customer service. They did not even bother to investigate why the delivery driver accepted the job but stayed on the same spot for more than 20min. These horrible people did not even consider that that money they took was to buy a meal for my son with learning disability. No investigation was made regarding the driver. Many times I’ve ordered and I can see the driver took the job but the driver would take their own time to deliver. Many times my order is wrong, many times I receive an order where the food is spilled but I don’t really complain but today this company has made a fool out of me and took money from me, money that was meant to buy my son a meal from his favourite restaurant. I am extremely disappointed by this company, their customer service and their delivery service. We are paying a fee, we are paying the drivers so why are drivers allowed to pick up your order when they feel like doing so. Why were their no investigation into the delivery guy’s ETA or why was he at the same spot for more than 20min. Uber Eats needs to know that their service is not free. We pay for the food and delivery service so why are we treated as if they are doing us a favour and as if the service is free. As said I am so disappointed and disgusted with this company.