Debonairs Highlands Centre-Complaint

TO WHOM IT MAY CONCERN

On the 30th of January 2021 at 18:07 I placed an order at Debonairs Highlands Center. Payment for said order was processed at the same time of 18:07. This is according to both the till slip (INV #: 283584) and the Debonairs App order confirmation (#***4). The store called me at 18:11 to confirm the delivery address. At 18:58; 19:01 (twice); 19:02 respectively I attempted to contact the store on telephone number *** as the pizza had not arrived nor had the driver and/or store contacted me. During this period at 19:04 I tried to contact the alternative number (found online) ***. In all instances the number went straight to voice mail, informing me that I had reached them outside their operating hours.

The driver called me at 20:01 from cellphone number *** informing me that he is to deliver the pizza. This was approximately two hours (2 Hrs) after I had placed the order and after payment was made. I informed him that I do not want the pizza anymore and would like a refund. This was as my guests had already left and I had made another arrangement for food.

On the 31st of January 2021 in the morning I went to the Debonairs in Highlands Center to enquire and request my refund. I arrived and asked to speak to the manager and the following ensued:

A woman who presented herself as the manager approached me. When I asked for her name, she told me it was “Mpho”. She then changed and told me that her name is “Dimpho”. I asked her for her surname and she pompously responded that, “She is the only Dimpho in the store”. I asked for her superior’s (or what she referred to as her boss) contact details; she informed me that she cannot provide me with those details. I asked for Boss’ name she again refused to provide me with the information. I asked her for the driver’s name; she once again refused. She kept on insisting that I take another pizza order instead of the requested refund. I was explicitly clear that I want a refund and nothing else.

I left the store as I was only presented with arrogance and the “manager” was not willing to provide me with any information whatsoever let alone a solution. At this point I could not rely on anything she said and could only take a picture of her to ensure proof of identity.