Debonairs Melkbosstrand- Quality Promise not Honoured

Debonairs Melkbosstrand (Cape Town) did NOT honour their Quality Promise/ Red Dot. Manager was rude/unhelpful when we tried to resolve the matter in store. Emailed the evidence to customer care as well as calling. Was given a case number (CAS724919) then I have heard nothing back. It's been 16 days since contacting & trying to resolve this issue with Debonairs. Empty promises of "we are escalating your case" when I call through to follow up.

-The order was 1 & 1/2hrs late, - Delivery arrived AFTER the closing time for Melkbosstrand Debonairs (9pm) so when we tried to call to enquire the status of our order - it went to the automated message. -Pizza's delivered, they were cold (with BLACK Dots *photographic evidence was supp****). -The delivery man's excuse was that it was very busy that night. -We then had to serve our guests these pizza's after having to wait so long. It is now 9pm (1 & half hrs after the order was placed) -The complimentary garlic bread was forgotten and delivered 1/2hr after the pizza delivery.

We photographed all the evidence of the time of order, the phone calls of the delivery man to indicate the delivery time (1st phone call was the pizza, 2nd phone call was the garlic bread).

Went to speak to the manager at the Melkbosstrand Debonairs branch on Monday(5th Aug), who was not in store. He left his details and was told the supervisor would call him the next day, which did not happen.

Went in again on Wednesday (7th Aug) and the Supervisor did not honour the Red Hot Deal and refused a refund as "did not follow the correct procedure" due to the pizza's already having being eaten. He said the pizzas should have been kept (as delivery was after their closing time) and returned the following day.

Having looked through your website- I could not find this "procedure" he was talking about. There was no apology/ acknowledgement given for the slow delivery & poor service

Manager refused to refund the order stating the pizza's should not have been eaten and the correct procedure was not followed. On the Debonairs website it states: "OUR QUALITY PROMISE To live up to our high standards and ensure you receive the hottest and freshest pizzas, we've created the unique Hot or Not Dot. When we present you with your pizza, if the dot is red, your pizza's hot and fresh; if it's black, your pizza's FREE."

How is a pizza free if you cannot eat it? Also it was after 9pm when it was delivered, we could not return it to the Debonairs Melkbosstrand Branch as it was CLOSED (because they took 1&half hrs to deliver). So the manager is basically saying we should not eat the (cold) dinner we had ordered for myself and our guests. And somehow organize for something else to eat after 9pm on Sat.

Extremely disappointed with customer service received.