Missing item

Dear Customer Care / Management Team,

I am writing to formally escalate an unresolved complaint regarding an order placed on 1 January at your Dobsonville Mall branch via your app.

The order consisted of two large pizzas, one small pizza, and one pizza wrap. Upon delivery/collection, I discovered that the pizza wrap was missing, despite being paid for in full.

I immediately attempted to report this issue using the email address provided on your app, however my email failed to deliver and I received a failed message response. Due to this, I proceeded to contact your team via Facebook Messenger.

Through Facebook, I was issued with a case number and assured that I would be contacted. To date, no one has contacted me via phone, email, or any other platform regarding this matter.

I have since made numerous follow-ups on Facebook, and on every occasion I was told the same thing — that a follow-up had been made and that I would be contacted. Unfortunately, these assurances have not resulted in any feedback or resolution. The issue remains outstanding, and the lack of accountability and communication is unacceptable.

It is extremely disappointing that a matter as simple as a missing item has gone unresolved for this long, despite my repeated efforts to follow the correct channels and my patience throughout the process.

I am now requesting urgent intervention and resolution. I expect to be contacted without further delay and for appropriate restitution to be made for the missing pizza wrap, whether through a refund, credit, or another suitable resolution.

Should this matter remain unresolved, I will have no option but to escalate it further through formal consumer complaint channels.

I trust that this escalation will finally receive the attention it deserves, and I look forward to your prompt response.