Debonairs Avonwood Square Refund request

Good Day,

I am writing to formally lodge a complaint regarding a recent order I placed via your app, and to express my deep dissatisfaction with the poor service I’ve received — not just on this occasion, but consistently over time, which is why I had stopped using your service for years.

On 3rd July 2025, I placed an order using your app. After approximately 30 minutes, I received a WhatsApp message from the delivery driver instructing me to meet him halfway. This request was completely unacceptable and shocking, considering that your service is meant to be a delivery service.

At the time, I was alone at home with a broken ankle and a toddler. Walking across a railway and an open field to collect food defeats the purpose of delivery and is both unsafe and unreasonable. The driver then told me he would cancel the order and initiate a refund. I agreed to this.

I then contacted the Avonwood branch to confirm the refund was being processed. A staff member confirmed my details and then the line was abruptly cut. Around 90 minutes later, I received a message stating that my order was picked up and that an Uber would be sent to deliver it — after it had already been cancelled. I clearly stated again that the order was cancelled and I expected my refund.

Since then, I have made multiple complaints. Each time, a consultant from your complaints department calls only to claim they cannot reach the store — which is clearly false. I was told the matter would be escalated to a manager and that I would receive my refund within 5–7 working days. Now, I’m being told by a consultant named Moses that I need to go to the store for the food — when the entire transaction and service was online.

I am beyond frustrated and appalled at the level of disregard shown towards customers. I demand the immediate processing of my refund. If this matter is not resolved within the next 48 hours, I will be escalating this through all necessary consumer protection channels, including social media platforms and regulatory bodies.

Order Date: 3 July 2025 Store: Avonwood I expect confirmation of my refund in writing without any further excuses.