Appalling Service

On the 25th of October 2017 I placed an order with Debonairs Pizza via their call centre, unfortunately my order was not relayed to the store, you will find all details below of my experience. on the 26th of October I contacted the customer care as well as the store via email. on the 1st of November I called customer care as I did not receive a call or email to acknowledge my query. It is now 2 days later still no response or call. below was my first correspondence: ______________________________________________________________________________________________________

Good day Terina, I trust you are well, Please take note yesterday at 18:04 I called in and placed an order with the call centre, to pick up at Debonairs Total, Umhlanga. I was told by the agent that the order would take 15 minutes, I arrived 20 minutes after my order was placed. Unfortunately no one was aware of my order, another patron was also in the same situation was there at the time. The manager of the store called your call centre to ask why my order wasn’t placed, their response was that the system was down. I would like you to understand a few of my issues: - My family and I were extremely Hungry and opted Pizza - I live 20 minutes away - I spent 4 minutes on the phone to complete the order also at my own cost to no avail since - - the order never got placed - I placed the order so I would not have to wait when I got there - If your system was down why wasn’t I told - If your system was down why wasn’t the store notified of my order via telephone - There was nothing that the store could do or offer to make the situation better - The cheese was far from standard with portions of the pizza not even covered with cheese (possibly a rushed job due to the negligence of the call centre), my only regret is not taking a picture of it to prove it to you. - one of the pizzas were incorrect, Margarita no tomato ended up being fiery Margarita (was meant for my 2 year old) unfortunately she could not eat it as it was FIERY!!!!!!!!!!!!!!!!! - I left with the order as I didn't have any more time to waste - I had to go to the garage and buy something else for my 2 year old that was milder and that was already made to save time. I would just like to add that this is a serious situation, your call centre wasted the following of mine: - my airtime - valuable time (40 minutes excluding travel time back home) - fuel to and from home We really could have just had something else closer to home, and not spent 20 minutes on the road Unfortunately a simple apology will not suffice in this regard. I look forward to your response.