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Subject: Formal Complaint & Request for Escalation - Debonairs Promenade, Mitchells Plain - Order Failure & Poor Complaint Handling*

To: The Customer Care Manager / Regional Manager - Debonairs Pizza

Dear Sir/Madam,

I am writing to formally log a complaint regarding my order from *Debonairs Promenade, Mitchells Plain* on the evening of *8 September 2026*.

*Order:* 3 x Large Pizzas + 1 x Wrap

*What happened:* 1. My order was delivered incomplete - the wrap was missing. 2. I called the call centre who transferred me to the branch. The branch promised to call me back within minutes and failed to do so. 3. An hour later I called again. I was told the matter would be addressed the next day. 4. On 9 September, the branch called to offer a resolution which I did *not* accept. Despite this, they proceeded to send the missing wrap plus a complimentary small pizza to my address without my consent to that resolution. 5. This resolution does not compensate for the airtime spent calling between call centres and the branch, the time taken from my work day to chase this, and the inconvenience caused. 6. This is not an isolated incident. I have had multiple similar service failures with this specific branch before. 7. When I requested to escalate, I spoke to Manager *Vivo* who stated nothing more could be offered. I requested the Regional Manager's contact details and Head Office email address - both requests were refused. I was given a mobile number which is not in service.

I spent the last available funds in my account on this order, trusting the Debonairs brand to deliver a basic standard of service. The manner in which this has been handled has been dismissive and unprofessional.

*What I am requesting:* 1. Formal acknowledgement of this complaint in writing. 2. The contact details for the Regional Manager and Head Office Customer Care email to be provided. 3. A proper resolution that accounts for the incomplete delivery, the repeated service failures, and the financial cost (airtime) and time I have incurred chasing this. 4. Assurance that service standards at Promenade branch will be reviewed to prevent recurrence. 5. I want compensation of money, I want a free triple decker, I want my initial order of last night redelivered as well. I also want my debonairs account topped up with R5000 credit.

Please treat this as a formal escalation. My order reference can be traced via my phone number.

I expect a response within 48 hours.

Yours faithfully, Toufeeq ***