I just took my first (maybe last) Uber trip yesterday. The car didn't come until 32 min after I requested it, even though Uber had said it was a 2 minute wait. Since that long wait made me late for an event, I was not happy and wondering should I tip. But there was another passenger in the car when I got in and the driver picked up another during the trip. Both got out before and did not tip, so I didn't.
Backstory: The driver said the wait was Uber's fault because he accepted the trip as soon as he got the alert from Uber. He also said that he had been on my street for a drop off a few minutes before and hadn't been alerted. I had been on my sidewalk then waiting for the pick up but went into my house to look up the ride request on my laptop (I don't have a smart phone so had ordered my laptop). As I was pulling up my account, I heard a car and ran to the window, but no car. The Uber map showed a car just reaching the end of my street (which is only 5 min walk long). Then it drove off "into the sunset" - seriously it went west.
I started to order another car, but when I input the same destination, a pop-up said the car was on it's way. Then I got the text saying the car would be another 11 min.
My guess is that the driver did get my 1st request and he didn't want to accept until he could get a couple other passengers. My 2nd request probably caused some sort of "why haven't you picked the passenger" text to the driver, so then he accepted the request to maintain his rep with Uber. It's hard to believe that Uber didn't send the 1st request.
The driver tole me that I shouldn't order a pool when I have to be somewhere at a certain time. I wasn't given a choice for a solo car or a pool car.
So, yes, I am writing Uber about this.