Disgusted!

Last night (15 December 2018), at about 18:20, I placed an order from Debonairs Belhar, using the Debonairs mobile app . The total of my order came to R239,80. Forty minutes later, the order left the store and the deliverer, named Mohammad (according to the app), proceeded to make the deliveries. When he was 11 minutes away from my home, there appeared to be technical difficulties on the app, and I could no longer track his progress. I called the store to notify them and they were able to tell me that he was currently in Ravensmead and would be delivering to me shortly. At this point, it was approximately 19:30. It became 20:30, and still nothing. No delivery, no phone call and certainly no food - yet everything was already paid for online. I called the store and was put through to the call centre, who subsequently put me through to the manager, who's extension was unavailable. This happened thrice. The fourth time, I asked the call centre agent to let the manager give me a call and I left my contact number. Ten minutes later, the manager calls me, and in an irritated tone, lets me know that the order was sent back to the store, because they could not get ahold of me and there appeared to be two different addresses on my receipt. Now I triple checked the address and my phone was not off at any time, nor was I engaged on calls during the time I was waiting for my order to be delivered. (I checked the order receipt just to make sure, and confirmed with the call centre, and the correct address is on it). Furthermore, she does not provide me with a solution as to what will happen, nor does she apologise. Also, Mohammad has delivered to me about a month ago, at the same address, and all was fine. He gave me a call and all was fine. I was very upset and expressed myself to the manager and she had absolutely no customer s****s, nor manners, to make me feel like this issue would be resolved, let alone apologise. Non-whatsoever. All she could do was raise her voice and offer to send me a whatsapp showing the proof of how many times they tried to get ahold of me. Why could she not use that initiative to whatsapp me regarding my order that was sent back? How could she, all of a sudden get through to me? And in all those times that I was calling the store, why did no one notify me of my order being sent back to the store, an hour before? A whole hour! This is highly unacceptable! I demand a refund and due to the fact that I had to buy R50 airtime during that time, just to make all those phone calls, plus the inconvenience, as well as the lack of good customer service - I should be receiving my order for free. That store manager deserves a warning for the way she handled this situation!

I am utterly disgusted with this service!!!!