As a driver I like this company they generally make you feel like your part of the process. Driver support is fantastic and quick. The money is decent for a side gig. Unfortunately, they aren't as prevalent in our smaller area. For customers, these are observations only. I have been working for them about 3 months now so take these with a grain of salt. Hopefully this will make your experience more enjoyable. 1) We have a smaller sized city so drivers that work past 8 pm. are fewer than the rest of the day. In our area I would say to order your food before 7 pm. 2) If your food is really late it could be that there aren't available drivers. You may have ordered your food an hour ago but, the assigned driver may have just gotten it minutes ago. 3) Demand picks up more for the dinner hours than the lunch hours. Also, for bad weather so there can be delays. 4) The driver isn't responsible if the food wasn't cooked the way you ordered it. For example, if you ordered a steak well done and it came medium rare the driver doesn't know that nor would they. 5) As for fees for what I see online is that they charge the restaurant. Not sure on this but, I believe the restaurant can add it's own delivery fee to the price charged. 6) The further distance away that you are from the restaurant the colder the food could be. If your twelve minutes away then please don't expect food straight out of the oven. 7) If you see an Chicago area code and you have an order placed please answer your phone. It may be your driver trying to clarify something with the order or trying they maybe trying to find your location. For instance, if they don't have your drink or side choice then they might want to know what you want instead. Not answering the phone causes delays. Those delays can push into the next order. 8) If your at a business please put the business name in the notes. It's a pain trying to find the street number of a business that's in a group of businesses however, it's easy to read the business sign. I hope these help or clear up some of the mystery of what's going on.