MR. D doesn't know what customer service is about anymore!!! COMPLETELY SPOILED EXPERIENCE

On 2 November at around 19:15 I ordered a KFC Family Treat with 3 sides. This should contain 8 Pieces of Chicken, 2 Large Chips and 3 sides which I selected (2 x 4 piece wings and 2 mini loaves). When the ordered arrived at 19:51 I immediately opened the packet to double check, in front of the Mr. D delivery guy. We realized that instead of 8 pieces of chicken they had given us a bucket of wings. We did not want more wings and asked the Delivery guy who was still in front of me to please correct the order as we ordered 8 piece chicken and not wings. He looked like a dear in headlights not knowing what to do (seemed like he was new) so I used my phone to dial Mr. Delivery in front of him. I spoke to a gentleman (can't remember his name) who said I had to EMAIL him pictures of the incorrect order. I explained to him that the delivery guy was still here and saw the order was wrong with his own eyes. The man still insisted that I send an email... So I snapped 2 pictures and sent it via my cellphone which was fortunately set up for email. 5 minutes passed and I received no call back so I called the call centre again. Someone else took the call and said the same thing (please send email). I told them I had sent it - they checked and said there was no email from me. This time the guy said he was emailing me a test to which I could reply with the images. He hung up. A Test came through after 5 more minutes and I rep**** with the images. By now the delivery guy was on his phone to his supervisor because he had other deliveries to do and was being held up... so my door is standing open with him standing in it looking irritable and on his phone, I'm waiting for a call back from Mr. D. After another 5 minutes I decided to phone again. I spoke with Kim. Kim told me to send the photos again. I nearly hit the roof! I couldn't understand why you needed photo evidence when there is an obvious difference between chicken thighs and legs and breasts and just winglets!!!! I sent the email AGAIN. Kim said she would phone back in a few minutes after the email arrives like all the others did. I waited again. No call. I phoned Mr. D again and someone else dealt with me. I asked for Kim - he said she was busy on another call. He checked for the email and said he saw the email I sent... He then said I must give the bucket of wings to the driver and he will go back and replace it (why didn't he just DO it anyway 25 minutes ago!?!?)I gave the bucket of wings to the driver and off he went. Returning to the rest of the meal items which were 2 large chips, mash and wings... they were all cold now. The chips had gone stale now with all this time spent trying to email evidence to them that I wasn't lying. I was so angry I just threw all the chips in the dustbin because microwave reheated chips are awful. We started nibbling on the wings in the meantime and I was so worked up now I didn't enjoy any of it. 25 minutes later the driver returned with the 8 pieces of chicken. I couldn't even look him in the eye I was so angry. I ate 1 piece of chicken (which was overcooked and dry) and my 2 friends each had 2 pieces then we watched a comedy movie to cheer me up because Mr. D and KFC basically spoiled our evening. TO TOP IT ALL OFF... I received an email from Mr.D offering me a R35 voucher for the inconvenience suffered. HOW INSULTING. The R35 doesn't even cover the stale chips and delivery nevermind the INCONVENIENCE! BUT - there's more. When I tried to use the R35 voucher last night I had trouble with the voucher as it said it exceeded Usage. I phoned Mr. Delivery and spoke with Monique who said she would phone me back "shortly" and reset the voucher, I just had to send a screenshot of the error code on my cellphone. I sent the error snapshot code via email. No one phoned for 15 minutes. I phoned again and spoke with another support desk staff who said Monique was on another call. They offered to help, I explained the situation again. They said they would send me a new voucher shortly via email if I just send a snapshot AGAIN. I sent it again and I waited 10 minutes then checked and no email. I phoned again. Spoke to someone else... explained that Monique was helping and then another guy and now I was speaking to this girl I think it was Kayla or something and she said she would speak to her supervisor now to resend the voucher. She confirmed receiving the email although I also received a confirmation email from Mr.D saying they have received it and someone would review it. By now it was 8:20pm. My first call was at 7:10pm. I gave up by 9pm because I know Mr. D closes at 9. I uninstalled the app and I will NEVER use your service again. And check my history - I used it A LOT. I purchase around R200-350 almost every other night for the last couple of months.

**** I believe the correct way to have handled this would have been to take the entire kfc order back and return with a fresh, corrected order so that my chips and chicken and sides were all together as 1 lovely delicious meal and not bits of reheated food and stale chips and then much later only the chicken on its own. Don't throw a measly voucher in my face to make up for it - rather give me the experience I paid for in the first place!!!!

The service level has definitely declined. Mr. D is all about numbers and has forgotten about the people. I'll use Delivery Xpress from now on. They are cheaper anyway.