DISGUSTING SERVICE!!!!

In this month of August on 2 occasions I have had a bad experience with MR D. In fact the level of service or lack there of is shocking to say the least. They are quick to take your money but not very quick to assist when you have problem. On the 2nd of August my food arrived late and was cold. You are apparently supposed to take a photo of the issues you have with your food. However how do you capture cold food or food arriving late on camera???? I received an apology that WAS AUTOMATED and that was it. I left it. Then last night I ordered food again and when it arrived it was half spilled everywhere in the container the food gets delivered in. I did not take a photo which I should have done so because the driver was so nervous that I didn't want to make him feel worse than he he already did.When I phoned MR D and informed them they gave me a coupon for R15! Is that a joke, what will that cover, the tip maybe??? I order very often from them and hardly ever complain. This is the first time actually. I then received an automated apology from them via email after I emailed them. An automated apology is not acceptable. An automated apology is very impersonal and is a way of brushing the person off and not resolving the issue but rather pretending too. I then rep**** and said it was not acceptable. The VIRTUAL WAITER then responded and said because I do not have pictures they can't help me. So because I don't have a photo my complaint is not worth resolving. The virtual waiter then had the audacity to try justify such terrible service by persisting with the photo issue and then said I was issued free delivery for my late delivery. I never received anything of the sort. Surely the customer is always right and for a staff member to argue instead of resolving the issue is flabbergasting to say the least. I am appalled by the entire manner in which they operate. Businesses like this should never be allowed to operate and staff members such as (THE VIRTUAL WAITER) shouldn't be in the business of working with people.