Debonaires Rivonia - DELIVERY **** - Be aware.

I would give it a zero rating if I could. 25 April 2019

Begin forwarded Date: 08 April 2019 at 17:59 Subject: Complaint - Unacceptable Service - Rivonia Branch

To whom it may concern

Sat 6 April 2019, Order # ********** 9 - 18:41-Rivonia

The above order was placed online. After waiting for +/- 45 min without delivery, I decided to call through to the store to find out what was happening with regards to my order. The lady who answered, apologized and said that the orders are running late, and that they were waiting for the delivery guy to get back to the store, and that they will dispatch my order as soon as he is back. While I was still on the line, I was advised by my guest, who I actually placed the order for, that if the order is not delivered within a certain time that it should be be free. Being unaware of this I then asked the lady on the phone about it, and she informed me that this is not true, in other words Debonairs does no longer guarantee their quality of service any more, which my guest and I thought was very strange, but accepted, as it has been a while since we have ordered from Debonairs due to the fact that we have just returned from overseas. The lady then advised that the order will arrive shortly. To be kind, I will say that the order arrived +/- 15 minutes later. On arrival, the delivery guy apologised for the order being late, I however still gave him a generous tip. He then gave me the box which I passed on to my guests, who while eating then told me that the pizza was cold, but actually ignored the fact as they were hungry. About 5 minutes later my guest makes me aware, after he removed a serviette which was strategically attached to the pizza box, about the little black dot, that was conviently hidden under the serviette, assuring the quality and stating that if it the dot is not red the pizza would be free. My guest then says to me, "You see! I told you so. So earlier while you where on the phone with the lady and I made you aware of this, and which you asked her about, she blately **** to you" I then immediately called the branch back, getting through to the same lady. I then asked her about why she knowingly **** to me earlier, especially when I called through to find out about my order, and specifically mentioned the point of the quality assurance guarantee. She was unable to give me an answer. I then said to her that I would like an immediate refund, or I even gave them the option of delivering another pizza of the same order, to make up for the free pizza, which ever was easier for them, as this actually was a small concern to me, compared to the bigger principle at matter. The lady then said that she is unable to assist me with that, but she will get the manager to call me back in 10min, which was acceptable to me. 10 minutes later I get a call from someone who identifies herself as the manager. I then have to once again explain the whole situation to this manager. Once I do, her first response to me is? "Did you take delivery of the pizza from the delivery guy?". To which I rep**** yes. She then had the nerve to tell me that it then to late because I already took delivery of the pizza, and that I should of said something to the delivery guy before he left, so there's nothing she can do. Then she offers me the solution of getting the delivery guy to come and pick up the cold pizza from me, and she would make a new hot one and get it delivered to us again. But only if none of the pizza was eaten. I found all of this highly insulting, completely disrespectful and down right *********. I mean firstly, the first lady I spoke too blately **** to me. Then the delivery guy *********ly hides the dot sticker on the box with the serviettes and also conviently even fails to point out or even mention anything about the sticker being black to me, and that was while I was paying him a good tip. And then the lady who said she is the manager, insults my intelligence by trying to full me with her solution which basically meant she would pick it up, rewarm it and bring it back. So basically I would of received my order of a hot pizza, over 2 hours later, if I went ahead with her solution. And to top all of this off, when I then told her that all of this was completely unacceptable service and that I will be complaining to head office, she then tells me that she will get a hold of the manager and that she would call me back imme. Which now exposes another blatent lie, as she told me she was the manager in the first place. So I wait for a call back from the manager and half an hour later, nothing. I then call the store back to ask about what is happening? And unbelievably I'm now told that this other manager is unavailable, and that she said will call me tomorrow (Sunday). I then ask for this managers name, and I'm given the first name of Shamine, and when I ask for a surname I'm told that they do not know.??

It is now 20 days later, and I have still not been contacted by anyone? Maybe because its thought that if this is just ignored it will eventually go away. And maybe it's also because people don't take the time to complain anymore that there is this blatent complancey. But I do not, and will not, believe in that and stand for that. Its the principle that matters, and I will uphold that, and do everything in my power to take it to task. This is absolutely unacceptable. I wonder how many people they have done this to, without them even being aware of this.

I sincerely do hope that this matter is favorably resolved.