Mr Delivery has terrible customer service

On 16 February, I placed a McDonald’s order through the Mr D Food app to the value of R85.90. The amount was debited from my bank account; however, the app reflected that the payment had declined.

I immediately contacted customer service and was informed that there was a system issue, and that the amount would be refunded within 24 hours. This did not happen.

After following up via email, I was then advised that the refund would be processed within 3–5 working days. Once again, no refund was received.

I escalated the matter with my bank, and on 20 March I received feedback that the dispute was unsuccessful due to Mr D’s refusal to process the refund.

I contacted Mr D again and was asked to provide proof of payment, including the transaction date, amount, and a bank statement. I submitted all requested documents immediately. During this interaction, I also discovered that my account had been suspended without any prior communication.

I was informed that the matter would be escalated to their financial team. Two weeks passed with no feedback, forcing me to follow up yet again.

I then received an email from a representative stating that, due to “similar complaints” linked to my account, they had decided not to compensate me. These “complaints” refer to legitimate past reports where items were missing from my orders — which is my right as a paying customer.

This situation is entirely unrelated. My order on 16 February was never successfully processed, yet my money was still taken.

I find it unacceptable that a company of this size refuses to refund such a small amount (R85.90), while also penalising customers for raising valid concerns. Additionally, suspending my account under the claim of an “unusual complaints history” without properly resolving this matter is both unfair and unprofessional.

I am extremely disappointed in Mr D’s lack of accountability, transparency, and customer care. I would like my refund to be processed immediately, and for this matter to be handled with the seriousness it deserves.

This experience has completely eroded my trust in their service.