Not acceptable, poor service.

I've received twice horrible service and I've requested a refund where I had an incident - the ad mentioned buy one get one free, but I only received one but paid the actual price for it, the other incident a driver came drunk and spilled my drink. I mean the support service on Uber is absolutely pathetic, I'm in the customer service industry where I do the service desk. Hire me for one day, and I'll prove to you how much better your clients would be after dealing with me. I respect the company for doing so well over the years, but certain incidents is not acceptable and my ticket is still pending without any resolve.