Disappointing Service and Unacceptable Handling of Order Issues

I placed an order on the Checkers Sixty60 app on Monday, November 18, 2024, at 18:16. My shopping was completed at 18:49, and my delivery window was set for 7 to 8 PM. However, at 19:46, I received a notification that my order had been canceled due to a missing bag. This was from Checkers Van Der Lingen in Paarl, and I find this situation completely unacceptable.

Earlier, on Wednesday, November 6, 2024, I placed an order for essential groceries. When the delivery arrived, the baby formula I ordered had a security mechanism that could only be removed in-store. I called the call center to explain the issue, and the operator instructed me to take the formula back to Checkers Van Der Lingen the next day. I immediately expressed that this was unacceptable and ended the call. Shortly after, I received a follow-up call from the call center saying I should expect a call from the store to resolve the issue, as it was their mistake.

The store eventually called, apologized for the issue, and asked me not to attempt removing the security mechanism myself. They also asked if I could bring the formula to the store, explaining that someone would need to pay for the delivery fee if they sent a replacement. Once again, I told the store that it was unacceptable to expect me to fix a mistake made by Checkers.

Finally, at 19:50, a driver arrived with the formula, taking the one with the security mechanism. My initial order, placed at 18:41, was only fully resolved at 19:50.

As a working mother with a 5-month-old, I rely on the convenience of Checkers Sixty60, but these recent experiences have been stressful, frustrating, and a colossal waste of my time. I expect better service and resolution, especially when mistakes are made on the company's end.