Absolutely unacceptable. I placed an order, paid for it, and was given an estimated delivery time of 15:35–15:55. I waited for over an hour, only for the order to be cancelled at 16:18 without any useful explanation.
The worst part is the customer support. The in-app assistant is practically useless — it repeatedly fails to understand even very simple questions and makes it unnecessarily difficult to reach actual help.
If you cannot fulfil an order, cancel it immediately instead of making customers wait hungry for more than an hour. A food delivery app should be reliable when it comes to the one thing it’s supposed to do: deliver food.
Very disappointing experience.