Unbelievably Shocking Service from Debonairs Pizza

This kind of service received from Debonairs Pineslopes was beyond pathetic and needs to be circulated - no one could help us, no one could give us information about our order, the callcentre waiting time was ridiculous. After reading through other reviews it seems this issue has been ongoing for almost 2 years now. I would strongly advise no one use this store. We have never received such poor service from any pizza company in all our lives and sadly we have enjoyed Debonairs over the years.

Our order was 1 large pizza & it was placed via their App at 18h29 on Sat 3 May from the Pineslopes Store. We waited a good 50mins while the App told us our pizza was being prepared. At 19h18 the App told us 'We're having difficulty tracking your order' so we called the Debonairs contact number. After waiting for 3mins on hold, an employee answered and told us she'll get hold of the store while we stay on the line. She came back to us & said that the store had told her the driver had left a while back & should be delivering any minute. We waited... at 19h44 (35 mins later) there was still no Pizza and no phone call so we called again... and again waited for a lengthy period of time before anyone answered. The call was finally answered and we were told we'll be put through to the Pineslopes Store, we waited on hold for what felt like 6 or 7 mins & without anyone answering, the call was cut. We then tried to call back 4 times and waited for an unacceptable 4 to 5 mins, on each call, for someone to answer, and still nothing. Finally at 20h17 (almost 2 hrs after we ordered 1 Pizza) someone answered and we told them to refund us & cancel our order. She said she'd get the manager to call us and still, we haven't heard from anyone or received any kind of refund.