Bad service

Dear Debonairs Customer Care,

I am lodging a formal complaint regarding the unacceptable service I received from Debonairs Birch Acres on 10 October 2026.

I placed my order at approximately 17:44, with an expected delivery time of around 18:16. However, my pizza was never delivered. Shockingly, the order was marked as delivered at approximately 20:28, despite me having received nothing.

I contacted the branch three times to follow up on my order. During my first call, I provided a contact number so that the delivery driver could reach me if necessary. When I called for the third time at approximately 20:37, I was told that the delivery driver, Jeffrey, did not have my address.

This explanation is unacceptable because my delivery address was already captured on the order. I therefore fail to understand why the driver allegedly did not have the address and why this issue was only raised after I had waited for hours and repeatedly contacted the branch.

I also spoke to the manager, Noma Njolozi, who instructed me to speak to the delivery driver instead of ensuring that my complaint was properly resolved. As a customer, I should not have to spend hours chasing an order I had already paid for, particularly when the restaurant had my delivery details and contact number.

To make matters worse, I never received the pizza, and I have still not received a refund. My order was marked as delivered when it was not delivered to me, and I have been left without either the product I paid for or my money.

I consider this a serious failure in service delivery and complaint handling. I request that Debonairs:

1. Investigate why my order was marked as delivered when I never received it. 2. Investigate the conduct and handling of the matter by the delivery driver, Jeffrey, and the branch manager, Noma Njolozi. 3. Arrange a full refund for the undelivered order. 4. Provide me with written feedback on the investigation and the corrective action taken.

I would appreciate urgent attention to this matter. If it cannot be resolved by the branch, I expect it to be escalated to the appropriate customer care or regional management team.

I look forward to receiving confirmation of my refund and a written response.

Kind regards