Debonairs Plumstead - Worst Customer Service

Item: Debonairs Pizza
Rating: 1

So on Tuesday 1st August at around 11h45 I decide because it is raining I can order in something and watch series the whole day! Worst experience or choice ever!!!! After downloading the app and putting in my address it brings restaurants closest to me I can order from! Obviously I dont want to collect, I want it delivered because If I wanted to collect it, I wouldnt have bothered with anything. So my payment went through on my card and i receive and email and sms saying:Hi Andre, we've received your order for delivery from Debonairs Pizza Plumstead :) Review your order at http://yum.bi/WIfyzcEvvg I think okay this is cool. Next 15-20mins I get a phone call from the so called Manager at the branch. This lady told me we will not be delivering your order as you are too far outside of our parameters. So she proceed to ask me how far I am from Plumbstead? So I am like really lady? You seriously asking me how far I am after you just told me I am not in range and its not like I drive from my house to plumstead to check the kilometers. I told the manager surely the app wouldnt have brought up their shop if I couldnt get my delivery from there. She continues to argue with me that they will not be delivering the order and asks if I cannot collect it????? At this point I am really annoyed. I ask her to please just refund my card and do what she feels because she is clearly not listening to my points. I then drop the phone. Hours later (about 4hour) their boss from the branch calls me to apologize. The same manager called him because she was worried. The man comes up with feable excuses. Telling me the Manager is new to the shop and they shouldve delivered your pizzas and that is unacceptable. He then asks me if they must still deliver the pizzas but thats only if the card was not refunded yet because if the card was refunded already I will have to pay for a second time to get these pizzas delivered to me!!!!! R209.00 ORDER!!!! i have to replace the order after 4hours just so that you can proof to me that you can actually deliver my pizzas I ordered, which will now cost me double the money?????? Really?????? Why did you bother to call????? Why???? Then he starts telling me how he fired people and he cant fire anymore people for the same mistakes?????? In my head I am thinking these people need proper training. He proceeds to tell me how much a driver gets per trip and because I am far out they wont do it because they think it will take them longer so they might lose out on money!!!!!! What a joke! All he basicly said was I am sorry brother! The rest was a bunch of garbage he fed me and I had to listen to him talk about his employees in a bad light for over 10mins!!!!! I mean I dont work in HR at Debonairs Mr. OWNER. He then tells me if/when their customer service agents call me I should give them a good rating although he knows they never delivered the pizzas, but he knows they will get it right the next time I order from there!!!! No wrong i am not ordering with you ever again! I JUST WANTED TO ORDER A FEW PIZZAS TO ENJOY WITH MY FAMILY. They promised me my card will be refuned and the money will be in my account in 24hours!!!!!!!! Yesterday at around 22h00 i write a email to info@debonairs for them to contact me as I am still waiting for my refund and I would like to speak to someone regarding this bad service! This morning I get an sms saying:Your card payment of R 209.90 to Debonairs Pizza Plumstead has been refunded. The refund may take up to 48 hours. Really????????? Really???????????? So you only processed my refund this morning??????? No care in the world. Excuses. No one calling the customer to rectify their mistakes they made! What a joke! They should either fix their app! Stop letting the drivers dictate where they want to deliver and where not! Or everyone needs to go for proper training on all their systems! I will never order another pizza at Debonairs Plumstead because clearly it is all about the money and no care for customer satisfaction.

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