DEBONAIRS PIZZA ARBOUR CROSSING POOR SERVICE

On Friday evening 10th of May 2019 I went online into the Debonairs App to order pizza. The transaction was completed at 18:10 at Debonairs Arbour Crossing ; I received confirmation SMS at 18:14 for delivery at my house; After 30min I tracked the driver using the app and could clearly see that he is not even close to my area which led me to believe he might have been lost; I phoned Debonairs Arbour Crossing - the number of the restaurant you ordered from appears on the app and I dialed them directly; I was told by the Debonairs employer that the order is not in the shop anymore and out on delivery; I followed the app and saw the driver is now not moving; I phoned after 1hr and was told that the order is not at Arbour Crossing but must have been placed at Debonairs Amanzimtoti as they can't pick up my order on the order nr , my name or my address; I phoned Debonairs Amanzimtoti - they could not pick up my order either, but agreed to check the system and phone me back; 3rd phone call to Debonairs Arbour Crossing I insisted on speaking to the manager. The manager said there is no such order in the shop so it must be out on delivery. According to the app the order was put in at Debonairs Arbour Crossing and not Toti; I explained to the manager that it is unacceptable to keep telling clients that they can't find any order, but that it's out on delivery. If they can't pick up my order on their system how do they know it is out for delivery and I explained that she just wanted to get rid of me. She told me that they don't even deliver in our area and our address is not even on their system. This is not the first time I've ordered from them. Debonairs Amanzimtoti phoned me back and confirmed that the order was not placed at their store; I phoned Debonairs Arbour Crossing for the 4th time and was told the exact same story, they can't find any reference of my order, but the driver is out on delivery. I was extremely upset at this was now 19:50 (almost 2 hrs after paying for the order). I spoke to a manager again (according to this lady, she wasn't the same manager that spoke to me before) she confirmed that they can't pick up my order. The delivery guy arrived at 20:00 with our order. I told the manager it was unacceptable to blatantly lie to their customers and I want a full refund. She apologized for lying to the clients. I decided to share this on hello-peter because I am sick and tired of bad service, the lack of professionalism and just talking to clients and public as if you are an idiot. Debonairs Pizza Arbour Crossing - please request that you remove yourself from the Debonairs App as you are an embarrassment to the franchise.