DEBONAIRS - UNACCEPTABLE SERVICE ERROR

I have ordered some items for delivery to my home address in Bela-Bela about two or three weeks ago. At the time of delivery, the driver handed me the current marketing pamphlet.

This is the guideline that I used when placing yet another telephonic order today (21 October 2020) for delivery, as I prefer speaking to the person taking my order rather than going through the motions with a machine.

It so happened that a certain Beatrice accepted my call to the national call center and I placed my order with her as follows: * 1x Cheese & Garlic Focaccia Large (30cm) pizza base with garlic spread & half mozzarella cheese 6356 kJ at R48,90 * Additional toppings, as follows: ** 1x Salami @ R19,90 ** 1x Beef steak pieces @ R19,90 ** 1x Sweet & sour sauce @ R8,90 * 1x Coca-Cola Zero Sugar 2,25Lt

Within very reasonable time the delivery arrived by the service of the driver, Sello who confirmed the total amount of R120 and some cents. Payment for the delivery was arranged to be made per card and, when Sello presented the product, I was shocked.

The Focaccia was NOT according to the size advertised, but the price was!!!

I again called said Beatrice, while Sello remained with me. He (Sello) heard the complete conversation that I had with Beatrice.

According to Beatrice the price of the Focaccia had changed, but that is not true as they charged me the exact same price as advertised. What changed was the size of the products. According to Beatrice the prices changed during last week (presumably between 10 and 16 October 2020).

When I asked her why I wasn't informed about the price change, she could only offer an apology.

I refuse to be made to be a fool and having to pay for someone else's mistakes. I was looking forward to enjoying the food that I have ordered, but was totally taken aback by this occurrence and had no option but to return the order.

I honestly feel that a corporate like Debonairs could certainly train their staff to a more professional level of service excellence. The very least that one would expect from a NATIONAL call center is to be informed by the agent taking the order, that either a. the price or, b. the appearance of the product has changed. It couldn't be that difficult, as Beatrice had all the particulars of my previous order on the screen in front of her. She confirmed the details of this order to me and could surely have seen the date of the order. This should have made it clear to her that I would, in all likeliness not have been aware of the changes to the menu. As such, it would have been up to her to inform me accordingly.

This whole incident is a very bad reflection of the image that the company is trying to present to us, their paying customers and cannot be condoned it accepted in any way.

What does management of Debonairs Pizza suggest to rectify this particular incident?