Very disappointing service

Good day. I’d like to put in an official complaint regarding my order.

My cell phone number which the order was placed on is ***

I placed my order on Friday 29 May just after 5pm. The order never arrived and at 8:30 someone from the Kempton Park Debonairs called to and advised that they were too busy and asked if I still wanted my order, which I had already paid for online. I advised that it was too late and that I had to feed my family of 5 something else already as the kids got too hungry. I had tried to contact both the store and the call Centre a total of 13 times before I received the call at 8:30 and not once was my call answered. The call Centre just rang engaged which is odd because usually it has the answering messages playing.

I asked if they could deliver my order on Saturday (the next day) for 5pm. They confirmed this would be possible

On Saturday morning I called the store and confirmed again that they would deliver at 5pm, which they confirmed.

By 5:30 the pizza’s had not arrived so I started calling. A total of 9 phone calls to the call Centre (who answered this time but put me through to another extension which went to voicemail and who’s message box was full so I was unable to leave a message, to promising that the manager would call me back, to cutting me off, to transferring me to the store who never picked up... it was just endless

Eventually I spoke with a supervisor who advised she would get the store manager to call me back. I managed in that time to get hold of the store to ask for A status and they advised they would start making the pizzas and send them and that they would arrive by 7:30 as they had forgotten to make it

I mean, this has just been a nightmare. We are trying to support local businesses during lockdown and this is the service we get?

To top it off, when the pizza’s arrived they were cold and appeared to not have been freshly made. What a disappointment

I hope you take this feedback as a case study to see how you can improve on process going forward

I’d appreciate feedback as well if not too much effort

Anne