I placed an order and it was confirmed by doordash and I was given an estimated delivery time. That time came and went with the estimated delivery time changing by the minute. I called the dasher, “Data C,” who told me he was waiting outside the restaurant. After another 15 minutes I texted him. No reply. I called him again and he said his service went dark and I could cancel the order or “maybe” another driver would pick it up and deliver it to me. I then called doordash customer service. The person who answered got my name and problem and then the call went directly to the survey to ask if my problem was solved. After this, I drove to the restaurant and picked it up myself after it had sat there for almost an hour. I asked them about how to get a refund for the delivery fee and tip and they said I would need to contact doordash. After I returned home, I called customer service back to let them know I wanted a refund for the delivery fee and tip. After almost 20 minutes of being on hold I was told the fees were already processed and would need to contact the restaurant. Obviously, the process is not meant for refunds. So I told them I would no larger argue about the fee or tip - they could keep it - but what I would do was cancel my membership along with the monthly dash pass I was paying for. My family places a lot of doordash orders, so taking our business away will be a loss of much more for this company. Membership was promptly cancelled after hanging up with customer service. I want to note this isn’t the first time we’ve had a driver fail to deliver our order. Goodbye Doordash!!