ABSOLUTELY DISAPPOINTED

I would like to express my huge disappointment with Mochachos Kelvin. on Thursday 18-07 I placed an order for my lunch at 10.30 with the commitment from the store that my meal will arrive before 12pm. My set lunch period in the office is 12pm until 12.45pm. I sat and waited until 13:00 when my food eventually arrived after my lunch period. I was so upset with this that I sent the food back as I was not able to eat it.

I called the Head office for Mochachos and was given the Area Managers contact details. I called and left a message for Peter. Which he was kind enough to call me back the same day. I explained the situation to him and my disappointment. He accepted that this was not the level of service that was to be expected from Mochochos and offered to redo my order.

on Friday 19-07, I decided to take him up on his offer and his commitment to me. So at 10.40 I placed the order again and stressed the importance of it arriving at 12pm. And Once again I have been let down by Mochachos with my meal only arriving at 13:00 today. With the excuse that they were busy…

I feel that 1 hour and 20 mins is more than ample time for a FAST FOOD restaurant to prepare my meal and deliver it to me. I feel at this stage that Mochachos as no regard at all about my experience with them and DO NOT CARE at all that they make commitments and make no effort to keep them. A simple phone call to say that my SECOND order would be late would have gone a long way.

Or is Mochochos now a SLOW FOOD restaurant where I need to place my order a week before or the day before, do I need to send a letter via the post office or maybe even try smoke signals in order to get a meal on time? Offering to “fix” my order for a 2nd time does not make me feel any more secure that I will actually ever be able to eat Mochachos during my lunch period.