two and a half hour Delayed Order and Poor Service from Mochachos Braamfontein

Dear Mochachos Management,

I am writing to formally raise a complaint regarding the unacceptable service I received from your Braamfontein, Johannesburg branch today.

I placed an order via Uber Eats at 11:30, ahead of my 12:30 lunch break, taking into account that it is the 25th and likely to be a busy period due to payday. Despite this, it is now 13:39 and I still have not received my order. Throughout this time, Uber Eats has changed drivers three times, indicating a significant delay on your end in preparing the order.

As a diabetic, I rely on timely meals to manage my condition and take my medication. This delay has directly impacted my health and well-being.

At 13:20, I contacted your head office and was assured that someone would call me back. To date, no one has contacted me, further demonstrating a lack of concern for customer service.

It is disappointing and frankly unacceptable that a simple order would take over two hours to be fulfilled. This level of service reflects poorly on your brand, and unfortunately, I can no longer recommend Mochachos — despite being a regular customer and encouraging my colleagues to order from you frequently.

My order eventually arrived at 13h45 and the food is cold