This is the worse experience of my life. I had ordered pizza from pizzaness, Glenn dale, Maryland through ubereat. Surprisingly, it past the delivery time and I did not receive my order. So I contacted the store. The store attendant informed that their oven was faulty and is being worked on. He promised to give me a call in 30minutes to inform me if my order is being prepared. After 3 hours of waiting, i got a notification on my ubereat app, asking me to rate my order and indicating that my order had been delivered. My alarm went off, so I immediately checked my doors but found no order delivered to my home. I checked my bank card and saw that it had been charged for the full cost of my order, including the tip. As if that was not enough, when I reached out to ubereat customer support, I spoke with a support person named Jem. I explained the whole situation to her and she placed me on hold and reached out to the store. When she returned back to me, she stated that she would not be able to give me a refund because the store had informed her that my order had been delivered 3 hours ago. She stated that there was nothing she could do and that I need to contact the store directly. She was so cold and unprofessional. I went on to contact pizzaness. However, pizzaness informed me that they had informed ubereat that they did not deliver the order. They referred me back to ubereat. At this point I was already very upset. I called ubereat back and spoke to a support person named Clara. I explained the situation to her and requested for a 3-way call with pizzaness which she declined. She went on to place me on hold again stating that she wanted to contact the store again. She returned back to me, stating that she was unable to get a hold of anyone from the store. Clara offered to refund the cost of the pizza back to my bank card but stated that she's unable to refund the tip back to my bank card, even though the food was never delivered. She indicated that the tip could only go to my ubercash. I declined since I knew I was done using ubereat due to this horrible experience. I asked to speak with a supervisor or manager but she declined. Clara took down my phone number, stating that a manager will contact me but that she's not allowed to transfer my call to anyone. I still haven't heard from anyone from ubereat. This is terrible.