If I could give them a score less than 1 star than I would. Horrible horrible horrible. I was and have been paying for Uber One, which had a different name before, and supposedly for a better service. I use them religiously weekly if not more, typically spending 100+ dollars every time. Even with that my experience with their customer support has been horrible and apparently based on their overall rating its not just me. So what happened? I decided to order some food and as usual we did so. It was right around 1PM if not a little earlier. As normal I received the message that the food was on its way and started watching the map. The delivery person started to move but the stopped right before leaving the parking lot. There was no movement for more an hour after that and the "time for arrival", which means absolutely nothing in the end, and at this point was around 2:34 (image attached), just kept being extended. I knew I couldn't cancel myself or I would be charged so I got in contact with the "super Uber One support". I didn't note the name of the person but he investigated the situation for various minutes and said that the delivery person wouldn't respond to him either. HE THEN SUGGESTED THAT WE CANCEL THE ORDER SINCE ITS TAKING SO LONG. He did yhe cancellation on his side NOT ME and apologized for the issue. He even gave me a discount for the next order. So the next day I recieve a receipt for the full amount of the order charged to my card saying that since the restaurant made the food already I had to pay for it. WTH. I didn't cancel, Uber Eats cancelled. So I get ahold of Uber explaining the situation and this time Im speaking with Omar. All Omar has to say is because I've had issues with missing items from restaurants before then I'm not eligible for refund. We aren't talking about missing items, we are talking about an entire order that didn't arrive because their support team cancelled it. I repeated my concern and Omar just repeated the same thing and in part gave me the impression that he didnt even read my response. There are many more services nowadays and Uber Eats is no longer the monopoly. We need to find services that really value their customers. I'm done with them.