Very Poor Support

I placed an order at 14:50. The restaurant usually takes less than an hour to hand the food to the driver. Until now, 16:20, the driver has not fetched the food. I have sent multiple texts and calls to the driver, but no response. The driver does not want to cancel the order so someone else can deliver; ubereats support tells me to wait a few minutes because they can see on their side that the driver is picking up the food (which is not true according to the map that I am seeing. Why is there no way you c