You lost a loyal customer

Dear Checkers sixy60,

I am writing to express my extreme disappointment with the recent experience I had with your service. I was recommended to try Checkers sixy 60 by a friend, but unfortunately, my experience has been consistently negative. On every order I have placed, you have delivered the wrong items, and when I filed a claim for a refund, you did not refund the money to my account. Instead, you provided me with store credit to make another purchase, which I find to be very unfair. What if I no longer wish to buy from your store again?

My last order, number ***1A, was an absolute nightmare. I specifically selected Rainbow coleslaw as one of my items and did not choose any alternative or second choice in case it was out of stock. However, to my surprise, during the live shopping process, I noticed that you had replaced it with sweet corn, which I did not select as an alternative. In fact, I did not choose any alternative because I expected to be refunded if the item was unavailable. When I called to inquire about this substitution, which I did not approve, I was told that there was a pop-up message during the finalization of my order, informing me to choose an alternative in case my preferred product was out of stock. The pop-up allegedly provided two options: "SELECT ALTERNATIVE" and "GOT IT, THANKS." I selected the latter, as I did not want an alternative. However, you still replaced my order with sweet corn, claiming that I had left the option for an alternative open. Essentially, you gave me your second choice instead of refunding my money.

This was an incredibly frustrating experience, as it ruined my plans for dinner with my family. I find it very unfair that you could not refund my money, as I have no intention of using the credit on your app. I have called twice to follow up and requested to speak to a supervisor, but I have yet to receive a call from any manager or supervisor. This lack of response further adds to my disappointment. I have been a loyal customer of Checkers, frequently purchasing from your Sandton City location during my lunch breaks at work. I have never encountered such issues at the store, making this online experience even more disheartening.

I strongly believe that Checkers sixy60 can improve its customer service journey. I hope that the management takes this complaint seriously and makes the necessary improvements. As for me, I have decided that I will never use Checkers 360 again. Being refunded on your app would be useless to me because I have no intention of using it in the future.

To add to my frustration, I also discovered that you charged me R89.99 for stewing beef instead of the correct price of R99.99. This only further confirms the level of incompetence and carelessness in your service. My reference call number for this issue is 301571.

Checkers 360, you have lost a customer for good. Please take this complaint seriously and ensure that you improve your customer service. I hope that my feedback prompts you to make the necessary changes and prevent other customers from experiencing similar disappointments.

Sincerely, lindumusa zwane