Poor customer service

Complaint Regarding Poor Service at Debonairs Pizza Khayelitsha

Dear Debonairs Pizza Customer Service,

I am writing to formally lodge a complaint about the extremely poor service we received at your Khayelitsha branch on 06 February 2025.

We placed our order at 14:13, yet we waited until 15:00 without receiving our food. During this time, we received no assistance from the food expeditor, who blatantly ignored our requests for help. Despite multiple attempts to get his attention and even requesting him to call the manager, he continued with his tasks as if we did not exist. After I raised my voice to demand to see the manager, a lady finally approached us. However, she showed no remorse or willingness to resolve the issue. Without offering an apology or an explanation, she simply took our receipt, checked on the food, and then informed us that it was ready without addressing the delay or our concerns. Meanwhile, other customers who had ordered after us were being served before us.

This experience was incredibly frustrating, as it not only wasted our time but also meant that our lunch break was over before we could even eat. The lack of professionalism, poor customer service, and absence of basic courtesy from both the expeditor and the manager were unacceptable.

We expect a formal response regarding this matter and an explanation for such poor service. Additionally, we would like to know what steps Debonairs Pizza will take to ensure that such incidents do not happen again.

I look forward to your prompt response.

Sincerely, Pamela