Poor Service

Dear Debonairs Customer Care,

I wish to formally lodge a complaint regarding the unacceptable service I received from your Vanderbijlpark branch on 13 September.

At 17:41, I placed an order via the Debonairs app.

By 18:41, no delivery had taken place. I contacted Customer Care, where they identified me by name but could not provide clarity on my order.

I was transferred to the branch, where I was told the order was “on the way.” However, the app still reflected “preparing.” The staff member then transferred me to the manager, who could hardly understand me and eventually stopped responding. I waited several minutes before realizing she had abandoned the call.

At 18:52, I contacted Customer Care again. I had to repeat all my details, wasting more airtime. I was transferred back to the branch and no one answered. I called again and repeated the same process and transfered again, only to be cut off or met with unprofessional responses. Shockingly, one Customer Care agent sarcastically told me, “I can’t get on a motorbike and bring you the pizza myself,” which I found extremely disrespectful and unacceptable.

Eventually, I was told someone would call me back with feedback. No call was ever received.

When the order finally arrived, the pizza was cold.

This entire experience was completely unprofessional, frustrating, and disappointing. Not only was my order significantly delayed, but I also received no proper communication, no accountability, and shockingly poor customer service from both the branch and your call center.

I expect a formal apology and explanation for this incident, as well as clarity on how Debonairs intends to ensure that no other customer experiences such appalling service in the future. Based on this experience, I will not be making use of Debonairs again unless significant improvement