MISSING ITEMS ON ORDERS ON A REGULAR BASIS

Today was the 4th/5th time I received an order with a missing item(s). I sent a complaint using the “help” button on the app stating that the burger was missing and I attached a photograph of the internal slip from the restaurant where they didn’t include the burger as part of the order.

I just received a call from a lady asking what the issue was and which item was missing (call received at 14h52 for an order placed at 12h53). You guys have an online business - Could you please ask your reps to READ the messages they receive to avoid unnecessary calls and further frustrations to the customers? I am already annoyed at the fact that this is about the 4th-5th time that I need to complain about missing items with your orders… It is not right to call and ask for information that was already supp**** to you on the 1st place.

There is something wrong with the way you are running your business. What am I paying MrD for? I am paying you for the convenience of you delivering my full order safely to my home - It is YOUR duty to make sure that what I ordered comes in the bag. If I wanted to go through the hassle of checking everything myself, I would collect the order from the restaurant and not pay MrD’s service fee and the marked-up food prices.

I had to ask the lady on the phone to read my message again and she then confirmed that she would refund me for the missing burger just like I had requested. An unnecessary call altogether.

One more thing - Not ONCE was an apology offered to me for the inconvenience. It was rather embarrassing to have a guest at my home and then her food didn’t arrive.

It is highly disrespectful just to call and say “hi, what was the issue? (when you should know already) and "do you want a refund or credit?”.

Come on MrD! It looks like you are so used to issuing refunds that you forgot the need to apologise for the lack of service.