Bad service and delivery

I am writing to formally express my frustration and deep dissatisfaction with the repeated poor service I have experienced with your company. As a paying customer, I expect a level of reliability and professionalism that your service has failed to deliver on multiple occasions.

On 22 November, I placed an order (Delivery Note DFD***) only to find that while the food was ready, the driver never showed up. After calling customer service and enduring a litany of excuses, the order was canceled. To add insult to injury, I had to wait for a refund before I could place another order, wasting my time and leaving me without food for an extended period.

Now, today, the situation has worsened. I placed another order (Delivery Note DFD***) and was notified that the food was collected at 7:49 PM. However, when tracking the driver, I saw that he remained at the shop until around 8:29 PM, well after the food should have been delivered. The shop confirmed that the driver had left at 7:49 PM, yet when I contacted customer service to complain, I was dismissed with the excuse that the driver was "on the way."

By the time the driver finally arrived, the food was ice cold. This is completely unacceptable, especially given the higher prices we are now paying for food and delivery fees.

I am extremely upset and disgusted by the lack of service and accountability from your company. These repeated issues demonstrate not just poor operational management but also a complete disregard for your customers’ time, money, and experience. I truly lost all trust in the company, and feel there was no value for money and no convenience. Just a big frustration.