Failure to Refund, Miscommunication and Misrepresentation

Subject: Formal Complaint – Failure to Refund, Miscommunication & Misrepresentation by Debonairs Pizza

To Whom It May Concern,

I am writing to raise a formal complaint regarding the unacceptable handling of my online order and refund by Debonairs Pizza, as well as the continuous miscommunication and false assurances provided by both the store and management.

On Sunday, I placed an online order via the Debonairs app. The app confirmed that delivery to my address was available. However, 10 minutes after placing the order, I received a call from the store informing me that they were unable to deliver, despite the app indicating otherwise. I was then assured that my refund would reflect in my account by Monday.

When I contacted the call centre to follow up, I was asked for a case number—yet the store had never provided one. The call centre then issued a new case number and informed me that the refund would reflect within 24 to 48 hours.

Due to the lack of communication and inconsistent information, I contacted the store again and spoke with Khensani Mthimkhulu (Store Manager). He stated he was unaware of the matter, claimed to speak with the Area Manager, and advised that the refund would reflect on Tuesday. No payment was received.

On Wednesday, I called again and spoke with Khensani, who again promised the refund. Still, no payment reflected.

On Thursday, I contacted the store once more and spoke with both Khensani and Gordon, who promised to call me back after 14:00. They failed to do so. When I followed up, Gordon advised that the Area Manager claimed she had already processed the payment via Captive — a statement that is untrue, as no refund has reflected in my account to date.

This situation reflects:

1. Failure to provide the service advertised, as the app incorrectly confirmed delivery availability.

2. Contradictory and misleading communication, violating the Consumer Protection Act (CPA) provisions against misrepresentation.

3. Failure to resolve a payment-related dispute within a reasonable timeframe, despite multiple follow-ups.

4. Negligence in customer service, as commitments to call back were repeatedly broken.

5. Withholding of funds beyond the promised timelines, which is a breach of your obligations under the CPA regarding timely refunds after a cancelled transaction.

I hereby request:

Immediate processing of my refund, without further delay.

Written confirmation of the refund, including proof of payment.

An explanation for the misleading information provided by the store manager and area manager.

Assurance that corrective action will be taken to prevent similar incidents.

Should this matter not be resolved within 48 hours, I will escalate the complaint to:

The Consumer Goods & Services Ombud,

The National Consumer Commission (NCC), and

Consider further legal action for the inconvenience, financial prejudice, and emotional distress caused.

I expect urgent feedback and a final resolution.