Terrible Service from Uber Eats

I ordered food and 2 hours later the food was still not delivered. I contacted the driver, he never rep**** back. I phoned the restaurant where I ordered from and they confirmed that the food was ready over a hour and half ago and the driver never pitches. I contacted Uber support and they told me there is a delay but I must wait. They got another driver to bring the food. 30 minutes later the food arrived cold and soggy. Uber customer support told me that the restaurant and the driver will make sure the food stays warm which is absolute nonsense. The new driver also didn't reply to my calls or messages. Uber Eats said that I can cancel my order but I must pay extra. For what reason, they are the ones messing up not the customer. They must deduct the money from the drivers and teach them to be more polite. Terrible experience for the several time now