I use it frequently, and it's painfully clear that they're drinking the "growth hacking" kool-aid. Their 20-40 minute ETAs are almost always way off. Pricing is intentionally deceptive; it's usually surging, but they don't tell you that until checkout. To top it off, their customer support is among the worst of any business that I've been a customer of, both in terms of service and infrastructure.
Why do you still use it? If a company ever did what was described in the article to me, I would not only never use it again, I'd actively go out of my way to tell people not to use it. Have your experiences been much milder?
millennials will recall these services the way I recall kozmo.com and urbanfetch, but without the rosy glow of nostalgia.