Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Debonairs Pizza faces severe and widespread service failures across its franchise network. Customers consistently report orders marked as delivered that never arrive, waits stretching to two or three hours, and Triple Decker pizzas arriving dry and empty. A recurring theme is managers refusing accountability, with refunds and head office case numbers left unresolved for weeks. Isolated branches such as Witbank Highveld Mall and Dawn Park earn genuine praise.
Top Strengths:
- •Hygiene, Cleanliness & Store Conditions: The least frequently raised theme, and a handful of branches such as Witbank Highveld Mall are praised as consistently clean. However, foreign objects, pest sightings and customers falling ill after eating still dominate what is described.
TrustIndex
1.7
NPS Score
-93
Recommended: Unlikely
Oct '25 - Sep '26
Frequently Asked Questions About Debonairs Pizza
What do customers say about Debonairs Pizza?
Based on recent customer reviews, Debonairs Pizza faces severe and widespread service failures across its franchise network. Customers consistently report orders marked as delivered that never arrive, waits stretching to two or three hours, and Triple Decker pizzas arriving dry and empty. A recurring theme is managers refusing accountability, with refunds and head office case numbers left unresolved for weeks. Isolated branches such as Witbank Highveld Mall and Dawn Park earn genuine praise.
What is Debonairs Pizza's biggest strength?
Debonairs Pizza's biggest strength, according to Hellopeter's AI analysis, is Hygiene, Cleanliness & Store Conditions. The least frequently raised theme, and a handful of branches such as Witbank Highveld Mall are praised as consistently clean. However, foreign objects, pest sightings and customers falling ill after eating still dominate what is described.
What are the most common complaints about Debonairs Pizza?
The most common complaint about Debonairs Pizza, based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Staff Conduct. Customers repeatedly describe managers who dismiss complaints, tell them the poor pizza is standard, or hang up mid call. Named cashiers and managers are accused of shouting, swearing and even threatening paying customers with no consequence.
Is Debonairs Pizza trustworthy?
Debonairs Pizza has a TrustIndex of 1.7 out of 10 on Hellopeter, based on 539 reviews in the last 12 months. Hellopeter has tracked Debonairs Pizza across 12,108 total reviews. How is the TrustIndex calculated? →
Recent reviews (539)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Aug 2019
Debonairs Pizza's Fault, Expect me to pay, appalling
I ordered three pizzas from Debonairs Monument Park through Uber Eats, but the Uber driver delivered only one pizza. The driver was told by the restaurant that a different driver had already collected and delivered the other two pizzas. I immediately phoned the restaurant, and the staff member I spoke to was already aware that there had been a mix-up. After explaining the situation, it became clear that the other two pizzas had been handed to the wrong Uber driver. The restaurant's proposed solution was for the Uber driver who had already delivered my order to return to the restaurant, collect two replacement pizzas and deliver them to me. The driver asked the restaurant to reimburse him for the additional petrol, as this was clearly the result of the restaurant's mistake. I was on speakerphone during this conversation. The staff member said she would discuss this with her manager and phone me back. After several minutes, with the Uber driver still waiting at my house, I had to phone them back myself. After speaking to her manager, their solution was for me to pay the Uber driver petrol money so that he could return to the restaurant and collect the missing pizzas. I did not agree to this. The driver had already completed his delivery and still had to continue working for the rest of the evening. I therefore told him he could leave, as I was not prepared to expect him to spend his own time and fuel correcting a mistake that was entirely the restaurant's fault. The absolute gall of expecting me, the customer, to pay the Uber driver out of my own pocket to collect the missing pizzas is appalling. The mistake was entirely on the restaurant's side, yet they expected me to incur an additional cost to correct it. I subsequently reported the missing items through Uber Eats. It is now 20:00 on a Sunday evening, and I have had to make alternative arrangements to feed the rest of my family because two of the three pizzas I ordered were never delivered. This is absolutely shocking service from Debonairs Monument Park. The restaurant made the error, gave the pizzas to the wrong driver, and then expected both the customer and an unrelated Uber driver to deal with the consequences. At the very least, the restaurant should have arranged for one of their own drivers to deliver the two missing pizzas. Instead, I was expected to pay additional money out of my own pocket to resolve their mistake. I am extremely disappointed with the way this was handled and expect Debonairs Monument Park to take responsibility for the error and the inconvenience caused. Uber Eats has now advised that it may take up to 48 hours to attend to the complaint. I expect to be fully reimbursed for the two missing items.
1 reviews | Active since Aug 2019
Debonairs Pizza's Fault, Expect me to pay, appalling
I ordered three pizzas from Debonairs Monument Park through Uber Eats, but the Uber driver delivered only one pizza. The driver was told by the restaurant that a different driver had already collected and delivered the other two pizzas. I immediately phoned the restaurant, and the staff member I spoke to was already aware that there had been a mix-up. After explaining the situation, it became clear that the other two pizzas had been handed to the wrong Uber driver. The restaurant's proposed solution was for the Uber driver who had already delivered my order to return to the restaurant, collect two replacement pizzas and deliver them to me. The driver asked the restaurant to reimburse him for the additional petrol, as this was clearly the result of the restaurant's mistake. I was on speakerphone during this conversation. The staff member said she would discuss this with her manager and phone me back. After several minutes, with the Uber driver still waiting at my house, I had to phone them back myself. After speaking to her manager, their solution was for me to pay the Uber driver petrol money so that he could return to the restaurant and collect the missing pizzas. I did not agree to this. The driver had already completed his delivery and still had to continue working for the rest of the evening. I therefore told him he could leave, as I was not prepared to expect him to spend his own time and fuel correcting a mistake that was entirely the restaurant's fault. The absolute gall of expecting me, the customer, to pay the Uber driver out of my own pocket to collect the missing pizzas is appalling. The mistake was entirely on the restaurant's side, yet they expected me to incur an additional cost to correct it. I subsequently reported the missing items through Uber Eats. It is now 20:00 on a Sunday evening, and I have had to make alternative arrangements to feed the rest of my family because two of the three pizzas I ordered were never delivered. This is absolutely shocking service from Debonairs Monument Park. The restaurant made the error, gave the pizzas to the wrong driver, and then expected both the customer and an unrelated Uber driver to deal with the consequences. At the very least, the restaurant should have arranged for one of their own drivers to deliver the two missing pizzas. Instead, I was expected to pay additional money out of my own pocket to resolve their mistake. I am extremely disappointed with the way this was handled and expect Debonairs Monument Park to take responsibility for the error and the inconvenience caused. Uber Eats has now advised that it may take up to 48 hours to attend to the complaint. I expect to be fully reimbursed for the two missing items.
1 reviews | Active since Jan 2026
Wrong pizza delivered by drunk driver(Moven) who was rude, delivered after 2 hours, store personnel deliberately dropped call amid complaint,
Debonairs Pizza Times Square has the worst service, no professionalism.
1 reviews | Active since Jan 2026
Wrong pizza delivered by drunk driver(Moven) who was rude, delivered after 2 hours, store personnel deliberately dropped call amid complaint,
Debonairs Pizza Times Square has the worst service, no professionalism.
1 reviews | Active since Sept 2019
Wonderful service and humanity
A lady by the name of Juliette at Giyani Masingita Mall Debonairs, she is so humble, respectful and a good listener. May we give Julliet a Bells. She is so amazing. Keep it up. Juls
1 reviews | Active since Sept 2019
Wonderful service and humanity
A lady by the name of Juliette at Giyani Masingita Mall Debonairs, she is so humble, respectful and a good listener. May we give Julliet a Bells. She is so amazing. Keep it up. Juls
1 reviews | Active since Sept 2026
Disgust disappointed disturbing bad bad bad bad debonairs debonairs has all the bad words starting with d
Subject: Formal Complaint & Request for Escalation - Debonairs Promenade, Mitchells Plain - Order Failure & Poor Complaint Handling* To: The Customer Care Manager / Regional Manager - Debonairs Pizza Dear Sir/Madam, I am writing to formally log a complaint regarding my order from *Debonairs Promenade, Mitchells Plain* on the evening of *8 September 2026*. *Order:* 3 x Large Pizzas + 1 x Wrap *What happened:* 1. My order was delivered incomplete - the wrap was missing. 2. I called the call centre who transferred me to the branch. The branch promised to call me back within minutes and failed to do so. 3. An hour later I called again. I was told the matter would be addressed the next day. 4. On 9 September, the branch called to offer a resolution which I did *not* accept. Despite this, they proceeded to send the missing wrap plus a complimentary small pizza to my address without my consent to that resolution. 5. This resolution does not compensate for the airtime spent calling between call centres and the branch, the time taken from my work day to chase this, and the inconvenience caused. 6. This is not an isolated incident. I have had multiple similar service failures with this specific branch before. 7. When I requested to escalate, I spoke to Manager *Vivo* who stated nothing more could be offered. I requested the Regional Manager's contact details and Head Office email address - both requests were refused. I was given a mobile number which is not in service. I spent the last available funds in my account on this order, trusting the Debonairs brand to deliver a basic standard of service. The manner in which this has been handled has been dismissive and unprofessional. *What I am requesting:* 1. Formal acknowledgement of this complaint in writing. 2. The contact details for the Regional Manager and Head Office Customer Care email to be provided. 3. A proper resolution that accounts for the incomplete delivery, the repeated service failures, and the financial cost (airtime) and time I have incurred chasing this. 4. Assurance that service standards at Promenade branch will be reviewed to prevent recurrence. 5. I want compensation of money, I want a free triple decker, I want my initial order of last night redelivered as well. I also want my debonairs account topped up with R5000 credit. Please treat this as a formal escalation. My order reference can be traced via my phone number. I expect a response within 48 hours. Yours faithfully, Toufeeq ***
1 reviews | Active since Sept 2026
Disgust disappointed disturbing bad bad bad bad debonairs debonairs has all the bad words starting with d
Subject: Formal Complaint & Request for Escalation - Debonairs Promenade, Mitchells Plain - Order Failure & Poor Complaint Handling* To: The Customer Care Manager / Regional Manager - Debonairs Pizza Dear Sir/Madam, I am writing to formally log a complaint regarding my order from *Debonairs Promenade, Mitchells Plain* on the evening of *8 September 2026*. *Order:* 3 x Large Pizzas + 1 x Wrap *What happened:* 1. My order was delivered incomplete - the wrap was missing. 2. I called the call centre who transferred me to the branch. The branch promised to call me back within minutes and failed to do so. 3. An hour later I called again. I was told the matter would be addressed the next day. 4. On 9 September, the branch called to offer a resolution which I did *not* accept. Despite this, they proceeded to send the missing wrap plus a complimentary small pizza to my address without my consent to that resolution. 5. This resolution does not compensate for the airtime spent calling between call centres and the branch, the time taken from my work day to chase this, and the inconvenience caused. 6. This is not an isolated incident. I have had multiple similar service failures with this specific branch before. 7. When I requested to escalate, I spoke to Manager *Vivo* who stated nothing more could be offered. I requested the Regional Manager's contact details and Head Office email address - both requests were refused. I was given a mobile number which is not in service. I spent the last available funds in my account on this order, trusting the Debonairs brand to deliver a basic standard of service. The manner in which this has been handled has been dismissive and unprofessional. *What I am requesting:* 1. Formal acknowledgement of this complaint in writing. 2. The contact details for the Regional Manager and Head Office Customer Care email to be provided. 3. A proper resolution that accounts for the incomplete delivery, the repeated service failures, and the financial cost (airtime) and time I have incurred chasing this. 4. Assurance that service standards at Promenade branch will be reviewed to prevent recurrence. 5. I want compensation of money, I want a free triple decker, I want my initial order of last night redelivered as well. I also want my debonairs account topped up with R5000 credit. Please treat this as a formal escalation. My order reference can be traced via my phone number. I expect a response within 48 hours. Yours faithfully, Toufeeq ***