Debonairs poor service and ********* practice

Good day,

Trust that you all are well.I am writing once again to make you all aware of yet another bad experience as a result of the above store which has the worst customer service by far.

I was dropping off my helper and my kids wanted pizza and after my last complaints I have been driving to Chatsworth to buy pizza at the debonairs branch at the Chatsworth center.

I did not want to drive to Chatsworth as it was raining and I had no shoes, I was barefoot and no mask. I opted to order through the app for curbside collection and completed the form regarding my vehicle registration and color.I arrived outside the store and waited there for about 40 minutes nobody seemed interested, I called a car guard and had to give him R5 to call someone from the store my vehicle is a big blue Ford ranger Bakkie and I was parked with full view of the store. The delivery person came to. Me and I told him I ordered curbside collection he asked me for my name. He then brought the order to me which was cold. I requested him to call the manager and a person who identified himself as Sihle came to me unapologetic and stated to me he came outside to check for me,this is a blatant lie and I will never stand for anyone to lie to me or be dishonest, it is something that I can't really stand,i asked Sihle why he was lieing and stated that the cctv footage I side the store will prove this I attempted to take a photo of him and he removed his name tag and ran away stating that I must not "SHOOT HIM"he told me that the area manager Sizwe was present I could see a guy busy with a contractor with tile boxes this person did not want to come to me and Sihle then left.

I was really upset and drove off went home and the kids were disappointed. I put on flip flops and my mask and then went to the escombe branch. I explained what had happened and asked the manager the cell number for the area manager the manager then dialed Sihle and I spoke to him he stated that he was going to take disciplinary action against Sihle and stated that they would make the pizza I then placed my order similar to my previous order at Debonairs Engender garage but I wanted the normal base but the pizza at Debonairs engen I requested a thin base.

I paid for the pizza and waited long. I saw a motorbike come to the store and 2 boxes was placed on the counter and the driver was leaving as I was parked in front of the store I called the driver I saw that it was the same delivery guy who came to my vehicle at Debonairs Engen garage I asked him what was he doing and he stated he is this following instructions and he is not involved in this matter.

I went inside the store and the 2 boxes were moved to the shelf on the side as if the pizzas were made by the store. I was upset but I just took the pizzas and left as I didn't want to disappoint the kids again. I got home and we warmed the pizzas in the microwave oven.

I am really disappointed by Sihle clearly this guy is not capable to run these stores and I was inconvenienced in the heavy rain to go to the other store and debonairs used ********* practices and their employees were un apologetic and Failed to honor a normal curbside pick up. I have ordered the curbside pick up option several times at other fast food outlets and never have I had such poor service.

Please could you look into this matter and take the necessary action against Sihle and Sizwe respectively.

Regards Kreban Govender***)

On Thu, 15 Nov 2018, 2:19 PM Graeme Morrison, <***> wrote: Dear Kreban

Darren is travelling and has forwarded your email to me for response as I am in the office and available.

Thank you for this note, we will certainly investigate both the indecent and the poor response to your initial complaint. We clearly take our customer service seriously and recognising that things do go wrong, have a well-structured response to complaints. Clearly in this case it did not work.

I have copied my college Clive Ducasse who is our Managing Executive in KZN, he will manage the investigation and respond.

Many thanks again for bringing this to our attention.

Regards

Graeme

GJM Sig

From: govenderkreban <***> Date: 15 November 2018 at 10:12:12 GMT To: <***> Cc: <***> Subject: Poor service -Debonairs Pizza -Queensburgh

Good day Sir,

Apologies in advance for taking time out of your busy schedule,but i think that i need to bring to your attention the poor level of customer service received at Debonairs Pizza-Queensburgh.

I am a resident of Queensburgh and unfortunately have to deal with the Queensburgh store.On the 13/11/2018 i ised the online platfform to place my order for a pizza for supper for my family.My address was clearly noted on the online order form.

An hour or so went by and the pizza was not delivered to me.At the same time i was receiving missed calls from phone number

*** after several missed calls i called the number and the person identified

Himself as Christopher the driver from Debonairs Pizza,he requested for me to open the gate,i opened the gate but nobody was there.I called Christopher again and asked him where he was he could not answer i asked him what colour was the building he was at and he also could not provide this infirmation to me he then hung up the phone.

I called the store and spoke to the manageress,Pelisiwe who was very rude,unapologetic and has no customer service skills and definately cannot interact with customers.I was so frustrated that i ended the call.I was very frustrated as i was in my sleepwear and my family was still waiting for supper.I called your customer care number and registered a formal complaint,reference number 520945 refers.

I then had to change my clothing and i visited KFC where i then purchased supper for my family who really wanted Debonairs pizza.I have the receipt for the KFC in my pocession.I have not received any feedback on the 14/11/2018 i called the customer care line requesting feedback and received no feedback.I called again today the 15/11/2018 and requested feedback.I received a call today from Sizwe Ngcobo the area manager who has also beem copied on this email.He apologised for the incident which occurred on the 13/11/2018.He was the first person to apologise from Debonairs Pizza.

I have had a similar problem in the past and it is quite strange as i order from the Queensburgh branch often and they do know how to get to my house.I have also heard many other patrons complaining about this branch and the poor service,there is also complaints on hellopeter but Debonairs Pizza does not respond to the complaints,the poor level of service should be concerning to youbas the CEO of the company.

I have now spent more money on airtime than the cost of the pizza and since there is nobody in Debonairs pizza that is taking my complaint serious i decided to write to you.

I have informed my friends and family about my bad experience and have also shared my experience on social media platforms.you have lost a loyal customer as a result of the poor service received by your staff.

Please could you investigate the store in question and fix the problem before they tarnish your brand further and you loose more customers.

Regards

Kreban Govender***)

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