Mr D ignored a serious food safety complaint and failed to protect customers

On 5 April 2026, I placed and paid for a collection order through Mr D. When I arrived at the location on the app, I immediately felt unsafe. The area did not appear suitable for a food collection point at all.

I tried to verify the restaurant online, but found no proper business presence on Google, no website, and nothing to suggest it is a legitimate or registered company. The only thing I could find was what appeared to be a **** Instagram account. That immediately raised concerns.

I contacted Mr D, and the agent confirmed that the address was correct. She then provided me with a contact number for the restitution. After several attempts to reach the restaurant, the owner eventually answered and told me to enter what looked like a shady, almost abandoned premises to collect the order.

What I saw was extremely disturbing. There were four different restaurants listed on Mr D operating from the same small kitchen. The environment did not appear hygienic, sanitised, or compliant with basic food safety standards. I had already spent money on this order, only to find myself in what looked like an unsafe and highly questionable operation.

I immediately reported the matter to Mr D and was told it would be escalated and that someone from the restaurant department would contact me. Nobody ever did.

I then received only automated emails asking for feedback, which I responded to, but no one bothered to engage with my actual complaint.

On 14 April 2026, I called again and after multiple transfers I finally reached the restaurant department. I explained everything to Ntabiseng, who promised that her manager would call me back. That never happened either.

My complaint is not just about poor service. It is about Mr D allowing customers to order from what appears to be an unsafe, unhygienic, and possibly illegitimate food operation, then completely ignoring a serious complaint after the fact.

I want answers on the following: • Has this restaurant and the other brands operating from the same kitchen been investigated? • Are these businesses even verified and legitimately registered? • Do these premises comply with food safety and hygiene standards? • Why was I ignored after being promised follow-up more than once?

This has been a shocking and unacceptable experience. Mr D took my money, exposed me to a deeply concerning situation, and then failed to take accountability