Uber Eats does this bullshit thing where after the merchant has finished preparing the food and has indicated for the driver to come get it, it still displays to the ordering person that the food is “being prepared“.
This means that when stuff is running late, and the reason is due to Uber, it looks to the customer like the reason is due to the restaurant being slow. This causes all sorts of extra work because they call the restaurant and say “what’s going on?!” and the merchant has to deal with the phone call and they wind up saying that the food been ready for 20 minutes.
When the food is done being prepared, Uber should switch to something like “awaiting driver to accept task”, “driver on way to restaurant”.