DO NOT ORDER FROM DEBONAIRS PRIMROSE

I have had a good relationship with Debonairs pizza for close to ten years now, the odd complaint about drivers taking long to deliver here and there.

However, I do feel compelled to complain about the bad service I have received form your Primrose branch today.

I placed an order via the Debonnairs app today at around 12:24, expecting delivery between 1 and 2, since it is cold, and prep time, well, it takes time. I was prepared to wait for my delivery. At 12:45 the driver calls me, tells me he is at another location, not to far away from where I am. The adress I was my work adress, of which I made double sure, as I have three saved addresses on my app. He then asked me for directions, which I gave to the best of my ability.

12 minutes later, he still was not at the place for delivery, which should not have taken him that long. I then proceeded to call him, and he sounded like he had no clue where he was. I then told him again how to get here. I then waited for him for around 15 minutes, he then called me to say his bike has broken down, he will be walking it, however he still had no idea how to get here. I then told him that I do not want the delivery anymore, as it has been an hour since I ordered.

Please keep in mind that I am not an unreasonable person. And due to having problems with deliveries before, I have included instructions on the driver notes when I placed the order. The driver had no idea what I was talking about. I then proceeded to call the store, to tell them to cancel the order. The lady who answered the call, kept on talking over me, kept on saying she will call the driver to bring the pizza, after I have repeatedly told her I do not want the delivery anymore. She then said I must speak to the manager. And I refused, as I was no longer interested in having a cold pizza delivered. If you record the phones, please listen to the recording. I will admit that I was irritated when I called, however, having had customer service training myself, a person who would have been more accommodating, would have been able to calm the situation down. What they have done, is the opposite, as they kept on insisting that I must take the pizza. I then refused stating I will not pay for something that I received bad service for.

They proceeded with calling the driver even after dropping the phone in my ear, who pitched up here, demanding that I forgive him, and pay for the pizza. I refused, as I feel the service that has been given me, as a long standing client is not even according to any standard acceptable.

As previously stated, I am not unreasonable, as I have worked in customer service related jobs for over 15 years. However, we are not that far away from the restaurant, which should have taken them not that long to deliver. And the lady who answered the phone, was unprofessional. Today I give them a 1 out of 10.