Was a loyal weekly customer for my cheat day until tonight. Ordered from the 30-40 min delivery restaurant menu. At 40 min my order still said "Preparing Your Order" in tracking with no new updates. Called to cancel my order since outside delivery window at this point, and I had to leave my location to drive 45 miles home. Was told by both the initial customer service rep and her "manager" (seriously question that truth of that title in hindsight) that I still had to pay for my order. EVEN THOUGH IT WAS CLOSE TO AN HOUR AFTER ORDERING WITH NO DRIVER PICKUP. Had to force the manager to admit it was way outside of delivery window by giving a step-by-step elementary lesson on telling time. When she finally admitted that it was indeed way outside of delivery time with no driver even assigned to my order, all she could read from her script was "I can see your point, but for this order you still have to pay". Ridiculous bullsh*t and poor customer service!! I told her any charges to my account will be disputed and explained that I would no longer be using their app since customer service can't be trusted to be loyal in return. Apparently my order arrived AFTER I left (still very hungry by the way), & a friend explained the situation to the driver. HE cancelled the order without charging me after explaining it to the restaurant and his supervisor. It's a shame that the drivers care more for what could be a fabulous service than customer service/corporate. Never again. Door Dash now has a new customer.