Debonairs Pizza - Highlands(Centurion) refusing refund after they collected their sewage-smelling pizza

I am extremely disappointed in the service and lack of accountability from Debonairs Pizza (Highlands- Centurion). I placed an order for a Cram Decker Feast (something meaty and a Chicken Cream Decker) - Order number: ***. When the pizza arrived, my children unfortunately ate a small portion and later that same night they complained of stomach aches. I then took a few bites myself and immediately noticed a strong sewage like smell and taste (for lack of a better word). The pizza was clearly not fresh and was completely inedible. I stopped my children from eating any further and contacted the store. Debonairs later collected the pizza, which confirms that the product was returned ( I have pictures that i took to prove this and communication between my husband and Debonairs (Zelda Nel to be specific)).

However, they are now refusing to refund us, even after the pizza was returned and clearly defective.

To make matters worse, they tried to force a replacement instead of a refund. We refused at first because we did not want to take the risk again and we no longer trust their food.

But because we did not have the energy to keep fighting and did not want to lose out completely, we eventually agreed to a replacement — with the intention of giving it to the homeless rather than letting our money go to waste.

Now they are refusing the replacement too.

So at this point: We received spoiled food My children got sick The store collected the pizza They refused a refund And they are now refusing the replacement as well

This is completely unacceptable and extremely unprofessional.

I am requesting:

A full refund for order *** Written confirmation of how Debonairs Highlands plans to address this matter Proper escalation to Debonairs Head Office

I will not be supporting this branch again.