Bad and horrible they absolutely have no service and respect for customers

What was supposed to be a simple delivery has turned into an extremely unpleasant and traumatic experience. I am particularly disappointed by the lack of accountability, poor communication and apparent disregard for my concerns as a paying customer.

1. Failed delivery and irresponsible conduct by the drivers

I placed an order through Checkers 60 and was tracking my delivery as the driver approached my address. When I noticed the driver arriving, I went outside and called out to get his attention so that he could see me. However, instead of stopping and allowing me to receive my parcel, he simply drove away.

I was left confused and concerned about what had happened to my order.

I immediately contacted Checkers 60 and was informed that the driver would return to deliver my parcel. A few minutes later, the driver arrived, but to my surprise, he did not have my parcel with him. He informed me that he was going back to the store to collect it.

I fail to understand why a driver would return to my address without the parcel he was supposed to deliver in the first place. This demonstrated a complete lack of coordination and professionalism.

2. Unacceptable handling of my complaint by head office

After the incident, I made several calls in an attempt to resolve the matter.

I first spoke to the Checkers 60 team, who assured me that the driver would return. I subsequently spoke to Brownwin at head office, who informed me that she would escalate the matter to her manager, Craig. On my fourth call, I spoke to Olwethu, who informed me that there was nothing further she could do and that I would simply be refunded. I made it very clear that a refund was not what I wanted. I wanted my parcel delivered, as that was the service I had paid for. Olwethu escalated the matter to her manager, Busiswa. When I explained the situation to Busiswa, I received essentially the same response: that nothing could be done and that Checkers could unfortunately no longer arrange delivery at that hour. What disappointed me most was the lack of urgency and willingness to find a reasonable solution. I was passed from one representative to another, yet nobody seemed prepared to take ownership of the problem.

3. My one-year-old child was injured during this ordeal

Perhaps the most heartbreaking part of this entire experience is that, while I was rushing outside in an attempt to get the driver's attention, my one-year-old child had her fingers slammed by a door.

This is something that has left me extremely distressed. A situation that should never have escalated beyond a routine delivery ended up causing distress and an injury to my child.

I cannot overlook the emotional impact this experience has had on my family.

4. Serious concerns regarding customer privacy and driver accountability

I am equally concerned about the refusal by Olwethu and Busiswa to provide me with the names of the drivers involved.

I specifically requested their names because I do not want these particular drivers delivering to my address again. However, both representatives refused to provide their names and further indicated that they could not guarantee that these drivers would not be assigned to my future deliveries.

This raises a serious concern about customer safety, privacy and accountability.

The drivers had access to my personal information, including my full name, surname, telephone number and delivery address. They therefore know exactly who I am and where I live.

However, as the customer who was directly affected by their conduct, I am not even allowed to know who they are.

I find this imbalance deeply concerning. I am not suggesting that drivers' personal information should be disclosed without consideration for their privacy. However, Checkers should have an appropriate process through which customers can identify drivers involved in complaints, receive confirmation that the complaint has been investigated and request that particular drivers not be assigned to their addresses in future.

It is unacceptable for a customer to be left feeling exposed and vulnerable while the company offers no meaningful assurance that the same situation will not happen again.

6. What I expect from Checkers management

I am requesting that this complaint be escalated to senior management for a proper investigation and that I receive a formal written response addressing the following:

Why did the initial driver leave my delivery address without handing over my parcel, despite my efforts to get his attention? Why did the driver return without the parcel and only then inform me that he needed to go back to the store to collect it? What happened to my parcel, and what measures were taken to locate it? Why was nobody at Checkers 60 or head office able to take ownership of the matter and ensure that the delivery was completed? Why were Olwethu and Busiswa unable to provide a reasonable solution beyond offering a refund, when I had clearly stated that I wanted my parcel delivered? What is Checkers' official policy and procedure when a driver fails to deliver an order, drives away from a customer's address or mishandles a delivery? What is Checkers' policy regarding customer complaints involving delivery drivers? How are such complaints investigated, and what measures are available to protect customers from being assigned the same drivers following a serious complaint? Why was I not given any assurance that the drivers involved would not be assigned to my address again? What measures will Checkers take to address the conduct of the drivers and the manner in which my complaint was handled by the staff members involved? What steps will Checkers take to acknowledge and address the distress and injury caused during this incident, particularly involving my one-year-old child? 7. Conflicting information and misleading statements by the second driver

There is another very disturbing aspect of this incident that I believe deserves serious investigation.

When the second driver returned to my address without my parcel, he told me that he had delivered my parcel to the first apartment and that the occupants had taken it.

However, when I subsequently contacted the Checkers 60 helpline, I was informed that my parcel had actually been returned to the store.

This raises a very serious question: Why was I told by the driver that my parcel had been delivered to another apartment and taken by its occupants when Checkers 60 later confirmed that the parcel had been returned to the store?

These are two completely different accounts of what happened to my order.

I was once again left confused, misled and made to feel like a fool while trying to establish what had happened to something I had paid for.

I find it extremely concerning that the drivers involved appear to be giving me conflicting information, yet when I raised these concerns with Olwethu and Busiswa, I was not given satisfactory answers or any assurance that the matter would be properly investigated.

It also makes me question why the drivers' identities are being withheld while I am expected to accept their explanations without any accountability.

I want Checkers to establish exactly where my parcel was at every stage, who had possession of it, why it was returned to the store and why I was given an explanation that contradicts the information provided by the Checkers 60 helpline.

I will not accept a situation where conflicting accounts are simply overlooked and the matter is closed with a refund. I deserve to know the truth about what happened to my parcel and why I was treated this way.

I would also like to receive a copy of, or be directed to, Checkers' official policies and procedures relating to failed deliveries, delivery-driver conduct, customer privacy, complaint escalation and customer protection.