Debonairs Celtisridge - mHot or Not promise is ****.

On Thursday the 8th August 2019. I ordered via the Debonairs App. The order too over an hour to be delivered. When I called the store, and compla the person on the line responded by say "ya, ya, ya. He is on his way" when the food did arrive the food was cold and the 'hot or not' sticker was black. When I called the store back. I spoke to Jane to ask how I would get my refund as per the 'hot or not' policy. Jane responded by saying that they would replace my order to which I said I cannot wait another hour. She said I could eat the food and I could come into the store for a free meal. I was happy with this arrangement.

On Tuesday the 13th August, I visited the store as I was away for the long weekend. When I got there I had to deal with Russel the manager who was very engaged me in a very intimidating manner. I was made to feel as if I was lying and seemed to be irritated with me. Eventually he called Jane (who was not working) who confirmed our conversation on the 8th.

Russell then started telling me that he was going to charge the driver for the order and said he was going to only replace the pizza I ordered and not the two subs. I responded by saying that all of the food was cold. He refused to accept this to which I walked away with getting the replacement or my money back.

I found it very embarrassing to be made out to be looking for a free meal, and that I wasted a good 10 minutes explaining the story. I feel debonairs should have a process for dealing with this without making an inconvenienced customer jump through more hoops. Very poor customer service and no professionalism.

Very disappointed. Deleting the app.