Over 2 Hour Wait and you’re still charging?

My most recent order took more than two hours long with the app continuously pushing back the estimated time. “The kitchen is prepping your order” stage never progressed, and I ended up cancelling after waiting. And they still charged me with a cancellation fee. I get that it’s part of your policy, but come on. How does it take your service that look to find someone to get some food! You’re telling me that your system can’t track another Uber eats driver for TWO+ HOURS??