Checkers

Dear HelloPeter,

I am writing to formally lodge a complaint regarding the extremely poor service I received from Checkers Sixty60 on Sunday, 23 August 2026, from the Metlife Checkers branch.

I placed a Sixty60 order at approximately 11:20am, with the expected delivery window being between 12:00pm and 1:00pm. I planned my day around this delivery, as I had cooking and other important things to attend to.

Without any communication from Checkers, my delivery window was simply extended to between 1:00pm and 2:00pm. I was not contacted by the store, the driver or Sixty60, nor did I receive any proper notification or explanation. This change was made without my consent, despite the fact that I had specifically placed the order based on the original delivery timeframe.

To make matters worse, at approximately 1:30pm, the app indicated that my order had already been delivered, even though I had not received it. I then had to contact Checkers Head Office in Cape Town myself to find out what was happening. I was advised that they would arrange for the Metlife Checkers branch to contact me.

It is now Tuesday, 25 August, and I have still received no call, no apology and no explanation whatsoever from the Metlife branch.

This is completely unacceptable.

This is also not the first incident I have experienced with Checkers Sixty60, which is why I have now decided to escalate the matter to HelloPeter.

What makes the situation even more frustrating is that if I had wanted to cancel my order because of the unacceptable delay, there is no convenient option to do so without being disadvantaged financially. I would apparently have had to wait until Tuesday for my money to reflect. In other words, the customer is left with very little choice when Checkers fails to deliver within the promised timeframe.

I also had to spend my own airtime contacting Head Office and trying to resolve an issue that was caused entirely by Checkers. My time was wasted, my plans were disrupted, and I was left chasing the company for answers.

The only compensation offered was R37 towards a future delivery fee. Frankly, I find this extremely insulting considering the inconvenience caused. The issue is not simply the R37 delivery fee. It is the complete lack of communication, accountability, consideration and customer service.

I would like to know:

1. Why was my delivery time changed without my consent? 2. Why was I not properly notified of the delay? 3. Why did the app indicate that my order had been delivered when it had not? 4. Why did I have to contact Head Office myself to get assistance? 5. Why has the Metlife branch failed to contact me despite Head Office promising that they would? 6. Why has nobody from management considered it appropriate to contact me and apologise? 7. What is Checkers doing to prevent this from happening again?

Customers should not have to chase a company for basic communication and accountability. If Checkers cannot meet the delivery window provided at the time of placing an order, the customer should at the very least be contacted and given the option to make an informed decision.

I am extremely disappointed with the way this matter has been handled. I expect a proper response from Checkers, not simply another generic apology or a R37 delivery voucher.

I would appreciate a proper explanation from management and an indication of what action will be taken regarding this matter.

Regards, Raehanah