What has happened to Order In customer service

Have used Order In for the past year but since the start of 2018 the service had deteriorated to nothing less than shocking. My last 4 orders have all had issues - either incorrect food delivered or wait almost 3 hours for a delivery from less than 5kms away Biggest regret is not having switched to Uber Eats sooner You hold for hours to reach them on the phone to find out what is happening _ the only thing they do efficiently is bill your credit card