Service is good when it's working well but the customer service is very poor when something goes wrong. I relayed the story below to customer service and all they would respond was to assure me that I was not charged. In absence a good explanation, I asked I never be matched with driver in question but apparently that is not possible. 1. I noticed the order was late so I started tracking the order in the app. 2. The driver was sitting at the restaurant for a good 20 minutes with the order in "picking up" status. 3. I messaged the driver to see if there was some sort of issue. The message was shown as delivered to the driver. 4. The driver never replied and seconds later the order was cancelled and I could not send any more messages to the driver. 5. I decided to go to the restaurant and just order/pick-up in person as I didn't want to wait another hour for another order. 6. I arrived at the restaurant and spoke to the owner and told him that I had ordered through Uber but the order was cancelled. 7. The owner was surprised to see the order cancelled as no one came in to get the food. He actually had the order sitting there ready to go. 8. He was nice enough to comp the meal for me.