Pathetic experience with Uber eats

I placed an order with Uber eats on 31 March. The order was delayed for over 20 minutes passed the latest arrival time. The arrival time kept changing on the app. It appeared that the driver was late in getting to the restaurant. It was way passed my dinner time and I did not want to receive cold food hours later so I cancelled the order. However, Uber charged me for the order even though it was not my fault. I don't think it is fair for a customer to wait hours for their food. I should be able to cancel without being charged if my food is delayed beyond reasonable timeframes. The restaurant could have used another delivery partner but they chose to wait for the one who was delayed. I should not be charged for this. I logged a complaint but received no proper resolution. I have never had such a problem with Mr D. Unlike Uber eats, Mr D is efficient and offers a great experience. Uber uses *********** drivers as I also had an experience with a driver from Uber eats threatening me. Absolutely appalling experience with Uber eats.