Abysmal Customer Service

Good day

At 10 o’clock this morning I visited Debonairs Pizza (Ulundi branch) to buy a meal for my family. At the door, a staff member named Lungelo Mbatha told me (very rudely) that the restaurant opens at 10:30 so I waited at the door for the remaining 30 minutes. At 10:30, the doors were still closed and at 10:35 the same Lungelo Mbatha started mopping the floors and wiping the counters. Seeing the now growing crowd of customers outside the door, the staff made no attempt to communicate the delay and we were all deeply dissatisfied with the customer service. I immediately contacted the Debonairs Customer Care Line and spoke to Thuli, who told me that the restaurant opens at 11:00 but that she would contact the Ulundi branch to inquire about the unpleasantness we had experienced from both Lungelo and the store manager, Thandeka. Thuli also said that she would return my call with feedback, but she did not. This made me wonder how helpful Debonairs Pizza is because I certainly did not receive the "Customer Care" promised.

The restaurant doors eventually opened at 10:45 and the service received at the counter was no better. I spent the remainder of my time waiting for my pizza and worrying about the quality of the final product. Unsurprisingly, my pizza was under-cooked, very soggy and tasteless.

Please could Debonairs address the poor service at this branch, particularly the manner in which customers are treated and the restaurant's timeliness.

Regards, Mr. N Mbatha (***)