Checkers Sixty60 - Horrible customer service

Probably the worsr customer service experience ever! Placed an order early this morning because the app seemed to be open and up and runningz then came to realise that the delivery would not take place according to the estimate time arrival as per the app, and I sent an email well in advance to advise of an alternative delivery time in my subject line as well as the email of when I would be available. The customer service I've been receiving is actually something to laugh about, because I have probably sent the same email over and over and keep getting the same copy and paste "template" responses that has little to nothing to do with what I am emailing about? And still, after all the responses, I am still waiting for someone to actually properly read and get back to me....

09h29 Hi there,

Placed an order this morning at 07h41, as the app was already saying at the top "Delivery in 60min" and not the usual Open at 09h00, so I went ahead and placed the order thinking it would be delivered early.

At the moment, it does not seem if the items has been picked yet as the app has not been updated any further than in the screenshot and I doubt that it will be delivered before 10h00. If before 10h00 that would be perfect, otherwise I will only be able to accept the order from 12h30.

Please can you follow up with the delivery side and mention the times?

10h00 Thank you for contacting us.

We apologise for the delay with your Sixty60 delivery. We've experienced a surge in order volumes, which is affecting the speed of delivery. We're doing everything in our power to get your order to you as fast as possible. We have set a notification on the app that the orders placed before 4PM will be delivered by 6PM. Your order has been 'Accepted' at the store and the delivery will go ahead today.

Apologies once again

10h27 Hi Emeraan,

Thank you for the reply, but it seems like a copy and paste response to what my query was actually about? Nothing in my email was really addressed?

Also, I have not received any notificationfrom my app at all?

I am only available to accept the order at certain times, so how does one go about planning when to place orders according to the delivery times mentioned at the top of the app, if that is not updated accordingly?

10h47 Just received a call, but unfortunately can not take it at the moment as my baby is sleeping. I will only be available from 12h30 for delivery.

10h50 Thank you for your response.

We tried to contact you , in order for us to explain about the App ETA .

We have investigated on your order (***1) and can confirm is In progress at the store, we are unable to confirm the exact delivery time at this point as the order still needs to go to different steps ,before delivery. as the present moment we promise a same day delivery due to the lock down .we are unable to delivery within 60 minutes as per previous promise before Lock down.

You are able to keep track of your order to see how far it is , and the driver will contact you once the arrive at the delivery address.

We apologise for the inconvenience.

Thank you for your suport and please stay safe.

14h15 Did anyone, sometime this morning since my first email at 09h29 even consider forwarding my delivery time availability to your delivery team?

Clearly not, because not one single agent that has been responding to me since this morning ever responded about anything that I was writing. I mentioned via email at least twice that I am only available again from 12h30 for delivery, I never once had a problem with the order being delivered late but that is all the responses I kept receiving? Not once did an agent respond and say, "No problem, will inform the delivery team of your times." That should have been "problem solved".

But no, as soon as I receive the notification that my order is on the way I use the "send instruction" button to send the driver a message immediately to say that I have been telling the customer service side that delivery can only take place from 12h30.... Yet, the driver rocks up just after 11h00, starts calling me, I wait for him to drop the call so that I can try and sms, he phones again. I cancel the call, he phones again, I cancel the call again desperately trying to send an sms to him and not wake up my baby who is sleeping in my arms and the driver see's it fit to start blasting on his hooter, calling again. So I was forced to get up, waking up my baby and go out to this driver. The more I try to explain to him that I sent him a message via the app, he keeps saying, he's only the driver, and I try and explain to him why did he need to keep going at his hooter, could he not see that I cancel the call every time he tries to call, why not give me a chance to either come out or to send him a message??? Totally unneccesary!

Seriously, most of the orders placed with you guys, the customer services has been ****ndous, it is not even about the delivery time frame because we all know that Covid is causing havoc for all companies, but for goodness sake, if a customer is proactive and gives alternative delivery times because I can figure out for myself that delivery will not be by said time, why is it so difficult to just forward it through to the relevant department?

If the first agent read my email properly, none of this would have happened.

15h03 Thank you for contacting us.

We apologise for the inconvenience with your delivery. When placing an order and it is accepted in the store we cannot give an exact time as to when the picking will take place. After the order has been 'Accepted' in store it depends on the pickers and the amount of Sixty60 orders in store as to when the order will be delivered. As soon as your order is ready to be collected the driver will collect the order and immediately go ahead with the delivery.

Apologies once again,

15h08 Please tell me, to which email are you responding, Emeraan?

Because still, your response has nothing to do with my previous email?