UBER Eats_Deplorable Service

My experience of Uber Eats has has been inconsistent and disappointing in the past year. The quality of service has really declined and its disappointing because no one uses Uber Eats as a first option, its usually a last resort when you don't have other options. I have been understanding throughout the past year as every experience was different and some of the drivers really try hard. Tonight I tried to get an order from KFC at Fourways Crossing. This order was placed after 9pm but the app indicated that I would get it within 25 minutes max. That's why I ordered it. But the order kept getting delayed and delayed until eventually the app said the ETA would be at 11pm. At this point, I reached out to the app support team and they told me the kfc branch actually closed and the driver was outside trying to contact someone. The app kept updating the ETA even though the kfc branch was closed. Originally, when I said to the app support that I wanted to cancel my order they said that I would have to pay for the order regardless of the issue, which I believe is highly unfair and unprofessional. The support staff can only do so much and it was clear that I was being sent pre-recorded messages. There have been many incidents in the past year, but the point is the service is completely unreliable. What a waste of time.