DISSAPOINTED WITH THE SERVICE

Dear Debonairs Team,

I am writing to express my deep dissatisfaction with the service I received from your Dawn Park branch.

I placed an online order at 17:34, which was accepted by the store. However, after that, I received no communication or update regarding the status of my order. After waiting 58 minutes, I contacted the store to follow up. A gentleman answered the call, verified my details, and informed me that there was no driver available at the time but that one was on the way back to the store. He assured me that he would call me back once the driver returned — but I never received a callback.

I had to call the store again, and this time my call was answered by a lady from Steers, who kindly offered to assist by checking what was going on. At this point, more than an hour had passed with no update or effort from your team to inform me about the delay, which was extremely disappointing.

Eventually, the driver was said to be en route to deliver my order at around 19:20. I attempted to track the driver on the app, but noticed that the driver was not making his way to my location. Shortly thereafter, the tracking failed entirely, and I received an error message saying "RECONNECTING", indicating the app was attempting to reconnect with the driver.

By this point, over two hours had passed, and I still had not received my order — all while trying to manage hungry and fussy children. If the store was short-staffed or facing delivery delays, my order should not have been accepted without informing me of the expected delay.

What’s even more frustrating is that no one from the store made any effort to call and apologise for the delay or inconvenience caused.

It has now been two hours and 30 minutes since I placed my order, and I am still waiting. I am extremely upset and disappointed with this level of service.

I hope you will treat this matter seriously and provide appropriate feedback and resolution. Customers deserve to be treated with respect and kept informed, especially when delays are unavoidable.

Kind regards, Michelle Moahlodi Order Number, #***