Mr D – Unacceptable Support Delays Resulting in Financial Loss

I am lodging this complaint regarding Order #DFD***, placed via Mr D on [date] with Steers – The Mall @ Reds Rooihuiskraal North. Timeline of events:

14:22 – Order accepted by the restaurant (status: “Preparing your order”).

14:28 – I contacted Mr D support via in-app chat to request cancellation.

14:29–14:53 – Multiple messages were sent requesting assistance, clearly stating that I wanted to cancel the order before it was completed or dispatched.

During this time, I received no response from a live agent, only automated messages indicating that all agents were busy.

14:53 – An agent finally responded (over 25 minutes later) and requested the order number.

14:57 – I provided the order number immediately.

14:59 – I was informed that the restaurant had already prepared the food and handed it to the driver, and that cancellation was no longer possible.

At no point prior to 14:59 was I advised that the order had progressed beyond preparation, nor was I given an alternative method of urgent contact that was realistically accessible. I was later told I should have called an 087 number, which is not always feasible and was never presented as a required step during the delay.

Due to Mr D’s unreasonable response time, I was prevented from cancelling the order in a reasonable window. This delay directly caused: Financial prejudice

Duplicate orders being received

Additional unplanned expenditure

I explicitly attempted to resolve this proactively and even contacted the restaurant myself, who advised they could not assist as the order was placed via Mr D.

Referring customers to terms and conditions after a service failure caused by delayed support is unacceptable. The inability to cancel was not due to my inaction, but due to Mr D’s failure to respond timeously.

I am requesting: A full refund for Order #DFD***, or A suitable resolution acknowledging the failure in customer support response times.

This experience reflects poorly on Mr D’s customer service standards and dispute handling processes. I trust this matter will be escalated and resolved appropriately.