Formal Complaint: Repeated Delivery Failures and Service Misconduct – Checkers Sixty60 (Lambton Gardens)

I am lodging a formal complaint against Checkers Sixty60 and Checkers Lambton Gardens regarding two serious delivery failures, the most recent of which raises significant concerns about internal processes and potential misconduct.

Incident 1 – 18 January 2026 Order Number: *** Delivery Address: 12A Frank Street, Lambton, Germiston

This order was marked as delivered but never arrived. Upon contacting your call centre, it was confirmed that the driver delivered the order to 21 Frank Street instead of my correct address. A credit was issued at the time. While the incident was inconvenient, I accepted the resolution in good faith.

Incident 2 – 29 March 2026 (Repeat Failure with Escalation Concerns) Order Number: *** Order Value: R2,098.32

At 13:42, the order was marked as delivered via my wife’s app. However, we did not receive our goods. Instead, we received an entirely different order bearing no resemblance to what we had purchased. This cannot reasonably be classified as an accidental swap.

We immediately logged a complaint via Ticket Number: ***. The call centre initially advised us to keep the incorrect goods and accept a credit. I explicitly objected, stating that retaining goods not paid for constitutes theft. Following this, I was instructed to submit photographic evidence and QR codes.

I then personally travelled to Checkers Lambton Gardens and met with the branch manager, Mr. Simiso Gumede, who accepted the incorrect goods and initiated an internal investigation. However:

The store was unable to trace where my order was delivered. Staff could not explain how such an error occurred. The packer insisted that a refund be processed rather than attempting to locate or rectify the misplaced order.

This response is deeply concerning and suggests either gross negligence or potential intentional misplacement of goods, with reliance on refunds as a default resolution.

Furthermore, Mr. Gumede committed to retrieving my order from Checkers The Reef (approximately 3 km away) and personally delivering it to my residence (900 m from the store). This promise was not fulfilled, even two hours after our meeting.

At 16:56, I received a refund of R2,098.32. However, the driver tip of R120 has not been refunded, despite the fact that no legitimate delivery occurred.

This situation is unacceptable. It reflects a pattern of failure and a breakdown in operational integrity.

I therefore demand the following actions:

Immediate refund of the R120 driver tip to my Sixty60 wallet, as the delivery service was not rendered. A formal investigation into the handling of Order ***, specifically regarding: The unexplained disappearance of the order The conduct of the packer who defaulted to a refund rather than resolution Potential intentional misplacement or internal malpractice Compensation for my time and inconvenience, including: Approximately 5 hours spent resolving this matter Travel to the store Being out of pocket for both the order value and tip during the process Failure by store management to honour a direct commitment

For reference, Mr. Gumede provided the following store contact: ***

This is now a repeat occurrence, and I expect this complaint to be treated with urgency and seriousness. I require a formal response outlining the findings of your investigation and confirmation of the corrective actions taken to prevent recurrence.

Failure to address this adequately will leave me with no option but to escalate the matter further.