Sixty60 charged delivery fee despite no delivery attempt – unacceptable service

I placed an order on Sixty60 with a scheduled delivery window of 10–11am. I was at home the entire morning, my phone was on, and no one called, no one arrived at the complex, and no intercom attempt was made. Despite this, my order was marked as “Delivery failed – customer not present.” This is simply untrue. The app later showed a new delivery window, but instead of delivering, Sixty60 cancelled the order and refunded the basket value while keeping the R50 delivery fee — even though the failure was entirely on their side. Charging a delivery fee when no delivery was attempted is unacceptable and feels dishonest. If a driver is delayed or skips a stop, that should not be passed on to the customer as a “failed delivery.” I expect the delivery fee to be refunded and this practice to be reviewed. This experience has seriously eroded my trust in Sixty60.