Update: After unsuccessfully dealing with this issue through their app and phone line, the e-mail support system was actually able to help. To their credit, STD refunded my entire order in the form of a Skip credit at first, with choice to have the order refunded to my credit card instead. This was a much more pleasant experience than the other mediums; that said, I wish this level of service was provided from the beginning.
Ordered $70 worth of food for my family for dinner yesterday at 5:45PM. At 6:30, I got a notification that the food was delivered. I didn't hear any doorbell but checked anyway, and of course, there was no food there. I checked my neighbours' porches and my security feed (which starts recording on motion), and nothing.
Hopped onto their support app, and in 25 minutes, all I got from the representative was the same question twice, after I provided the information the first time. I pressed for an update, and was disconnected/blocked. My WiFi and data were working fine, and it's now 12 hours later and I still can't get on, so I can only conclude that STD will simply block customers bringing difficult requests to their attention. Their joke of a chat service is attached with my review for all to peruse. I'm sure you're all dying to know how it ended, and I'm sorry to say, what you see is what you get. I was locked out after this exact sequence of dialogue.
I tried by phone and finally got a hold of a representative. After a few minutes of back and forth, she finally said she'd process a refund, but would have to call back later to confirm. When pressed for when, she said "today". It's now 12 hours later into the next day, and nothing. So it would once again appear that STD jumps ship at the first sign of a difficult request.
So they've taken $70 from me, and all I have to show for it is an evening of frustration, hunger, and a strong desire to move to UberEats for good and never give business to this sham of a company ever again. Avoid at all costs - tell your friends, tell your families, tell your coworkers, tell the owners and managers of your favourite restaurants. This company is not to be trusted. Restaurants working with them will inevitably face negative customer feedback as direct result of STD's incompetence and inaction - hungry, angry customers are quick to blame whoever they can. If you want to save your restaurant's image, don't work with STD.
Go with UberEats instead - the few times they've mishandled my order, they were quick to rectify the issue.