Online order was 1 hour late and big confusion.

Placed an order online at 6:12pm and paid for it in full. Received confirmation that store had received the order. The store is the Signet Terrace store in Lenasia. I ordered the food for my wife, 3 year old son and in laws.

Order did not arrive on time. I received a call from the store at 7:26pm to say the order has left the store. When the delivery guy reaches my in laws, he refused to give the food as he claimed the order was not paid for. However, as I have mentioned earlier it was and the money was deducted from my account. The slip I received even showed this.

He took the food back. I tried calling the store on their landline number and was put through to a call center. The first attempt reached a voicemail box. the second time I spoke to a lady at the call center and explained what had happened. When I requested to speak to her supervisor or manager or even be put through to the store I was told the manager is not available and the store extension is not working. I was also told the manager would contact me immediately to resolve the situation. It is now 11:31pm and I have not received a call back from the call center agent or the manager.

The food was eventually delivered at 08:30pm, 2 hours and a bit after I had ordered it. The printed slip showed that it was printed at 7:15pm. At that stage my wife, son and in-laws had prepared other food and had already eaten.

The service was **********, the system of the call center is pathetic. I cannot understand how Debonairs can think a call center is a better solution than having customers call the store directly. I am appalled by the lack of service and the system in place at Debonairs.