Happy to take your money, happy to provide zero service!

Today is my wife's birthday, as a treat, so that she did not have to cook, I placed an order for 2 large pizzas and 1 small pizzas for my family at your Tokai branch in Cape Town, using your cellphone app and paying via the app.

The order was accepted by the store at 18:43, after an hour I phoned the store, your line gives an option to press 1 for Order or 2 for Queries. I dialed option 2 and waited for 3 minutes on hold before being told the call volumes are high and I should try again in a few minutes, I did this 4 times, on the 5th time, I chose option 1 and the phone was answered in 3 rings.

I was assured the delivery would be there in 3 minutes and if I have not had a delivery in 5 minutes I should phone back and lodge a complaint. 10 minutes later I phoned back and got excuses and that the order had left the store and would be there shortly.

I have a 5 year old daughter and we are now well beyond her bed time, still waiting for dinner. We resorted to having to make her dinner, something I was hoping to avoid and the reason I ordered take-aways in the first place.

Eventually after over 90 minutes a driver rocks up, hoots in front of our house. I went out to meet him at my front gate and he gets out of the car, credit card machine in hand and asks if I will be paying by card or cash for an order that is 90 minutes late, was paid for in advance along with a driver's tip.

Net result, I have a 5 year old that is going to bed way past her bed time, we had to do cooking in any case, a wife that is unhappy and all of this after spending a fairly substantial amount of money, only to be asked to pay again, even though on the slip the driver had it clearly states the order has been paid for.

This is not the first time I have had an issue with this branch but this is the final straw. You are in fast food but take over 90 minutes to deliver something that takes 12 minutes to make, you are more than happy to take a customer's money but unable to communicate with a client if there is a problem or a delay, your tracking app stopped working after 10 minutes and your branch manager is no where to be found when I asked to speak to him.

If there was an option to give you a negative score I would have as your service is appalling, your staff are useless and once you have a customer's money, the service you give indicates you just don't care about your customers at all.