Norwood branch has no regards for their staff or their customers

<p>I placed an online order at 20:00 with the Norwood branch in Johannesburg, pre-paid with my credit card. The pizza arrived at 21:35. The "hot or not" dot was black on arrival. The delivery man, Given Nxumalo, was apologetic and explained that the weather delayed his trip. I asked Given to wait while I phone the branch for a resolution. Upon phoning the branch, I was transferred to the manager Ronnie.</p> <p> </p> <p>I explained to Ronnie that the last 4-5 orders that I have made through his branch took longer than 1 hour to be delivered and that they were delivered cold. Ronnie blamed the late delivery on the weather. I asked Ronnie why do they accept orders knowing that they are unable to meet their commitments in terms of delivery. Ronnie advised me that it is impossible to reject an online order and so he has no choice but to accept the order and deliver the pizza late. I struggle to believe that this is true as the Debonairs mobile application clearly states "waiting for branch to accept order". I told Ronnie that I am not willing to pay for the pizza because I have lost a large amount of money on sub-standard pizzas from his branch. Ronnie suggested that I return the pizza with the driver, in contravention of Debonair's "hot or not" policy, and that he would then take down my credit card details and process a refund. I told him that I do not understand why he needs my credit card details in order to process a refund as the refund would occur on the same account that was used to make payment. I then told him that I would like to be refunded immediately in cash as I am not willing to risk losing any more money on sub-standard pizzas from his branch. Ronnie then asked me to wait for 5 minutes while he phones the driver. I informed Ronnie that he should phone me back promptly as Given will be waiting with me until he calls. Given waited patiently with me for 35 minutes until 10pm!!! I then decided to call Ronnie back, only to find that there was no one at the shop to answer the phone. I can only presume that Ronnie had closed shop and had gone home, leaving Given, myself, and my house-mate standing outside in the cold. I was left with no choice but to either accept a cold pizza, or return the pizza and risk losing the money that I had paid for it.</p> <p> </p> <p>It is disgusting that a manager can have such low regard for both his customers and his staff.</p> <p> </p> <p>This was a horrible experience for both myself and Given, however I commend Given for his patience and understanding. While taking down Given's details, Given went so far as to correct me that his surname was Nxumalo and not Khumalo. It would have been easy for Given to allow me to take down the wrong name in hope that he does not get implicated in this complaint, yet he was honest.</p> <p> </p> <p>Ronnie does not deserve the title of manager as he apparently lacks a sense of responsibility and compassion. I can only imagine what other abuse the staff at Norwood may have to endure from him. Given is more deserving of being appointed the role of manager.</p> <p> </p> <p>In summary, I have yet again paid for another sub-standard pizza from Debonairs Norwood with no compensation for the poor service.</p>