I am a loyal uber customer for 10+ years. Today I finally tried uber eat the very first time and the customer experience was just awful. I was ordering this item (~$18) and the restaurant (Banana's Leaf) called me and told me that they couldn't fulfill my request of not making it spicy. I asked the staff on the phone to cancel it but they said they didn't know how to do it and ask me to cancel that on the Uber site. I did that but uber charged me and told me that they could not refund me because the restaurant accepted the order and had started preparing for the food. The $18 they charged was for them. I called the restaurant and confirmed that they didn't start preparing for anything. The restaurant staff said that the order is marked as 'canceled' so they couldn't do anything on their end. I called uber eat back, but none of them were helpful as they claimed that they couldn't reach out to the restaurant to confirm what I told them, so they can't refund me. This is really frustrating customer experience, knowing that they charged you for nothing.