Absurd Late delivery, no answer on store line, drive to the store and still get attitude from the Manageress

on 27/01/2018 at approximately 07:30 pm, I placed an online order from Debonairs Pizza in Zewenwacht Mall, Cape Town. at 8:30 pm, I decided to call the store. no answer. I proceeded to call a few more times till only getting an answer after which felt like was my 100th attempt. The response was that they have no idea why the delivery is taking this long. after another 20 or so minutes, i decided to call them again. same scenario, no answer.....or well, the Phone is answered and activity can be heard in the background, but nobody is responding on the line. This leaves the assumption that they have answered the phone and leave it "answered" but nobody is attending to the call. I decided to hop into my car after 1 1/2 hours of waiting to demand my order FRESH at the store. on my way, i spot the driver and decide to turn back. this was at about 9:30pm, almost 2 HOURS after placing the order. I advise the driver that i will not be paying for those pizzas as the "hot or not dot" was black. the driver then attempted to call his manager, Carol who as the rest of the staff, DOESN'T ANSWER THE PHONE. Even I attempted reaching her on her mobile. I then told the driver that i will drive with him back to the store as I refuse to pay for the pizzas he has delivered and will speak to his manager myself, leaving my guests at my house, hungry and waiting. upon speaking to this Carol, the manageress at Zewenwacht Mall Debonairs, the responses and customer service I received from a MANAGERESS no doubt was appalling. After explaining my bad customer experience, she proceeded to blame the situation on faulty phone lines and "out of area" waiting times (which is no where communicated on their website or telephonically when calling, believe me, I checked) oh, not to mention that my residence is only 4.1km from the mall in which the store is. I checked google maps. and this so called Manageress still had the audacity to tell me its due to "out of area waiting times" for a destination within a 5 km radius? there is NO EXCUSE for a +2 hour waiting time. I could have driven to Langebaan and been on my way back in the same amount of time. A family member who owns 2 Debonairs, steers and fishaways combos in JHB offers a delivery time of no longer than 40 minutes within a 5km radius. more than 2 HOURS for "fast food" is ridiculous.

The Manageress proceeded to give immense attitude to myself as a customer, demanding I pay for the now 2 and a half hours old, cold pizzas and warm cokes or place another order (to which I needed to wait for again). @FAMOUS BRANDS - so does this "hot or not dot" promise count for absolutely nothing, is this a typical example of false advertising or does the franchise owners and managers just not live up to the standards your brands expect? I eventually had to place another order at 21:45 pm, more than 2 HOURS after my initial order had BEEN PLACED and only received this order at approximately 22:00 pm.

It is absolutely ridiculous that I still had to now support a store, paying a R400 bill who had offered an absolutely ********** customer experience. this was also only because there were no other Pizza outlets taking orders at this time and with hungry guests and kids at home, had no other choice. I can guarantee, that DEBONAIRS in ZEWENWACHT MALL, will not be seeing even a single R1 for me again.

FAMOUS BRANDS should be embarrassed to have this store associated with them.