Mr Delivery withholding my refund.

I am a working Mother of 3 who works 7 days a week. Mr Delivery is my Go-To when needing food in a hurry.

After work on 11 November I placed an order. The usual procedure is that my intercom is rung (by every delivery service I use and if not answered, I am phoned). Phones dying (due to Loadshedding at this time) is not unusual. To give context.: I have probably used Mr Delivery approximately 150 times over the past 6-8 months. The procedure that has been established over these months is that drivers ring my intercom FIRST and only call once there is no answer at the intercom.

On the 11th of November, the delivery driver never pushed the button to ring my intercom. My phone was on charge and I was waiting for the buzz, like I have waited approximately 150 times before. They didn't buzz. Instead they TEXTED my phone number once to say 'I have arrived' (which I discovered on switching on my phone). They then left. My order was cancelled. My refund was refused.

The 'virtual waiter' I was referred to told me in my call that Customers leave instructions like DO NOT HOOT and I was supposed to leave the instruction to buzz the intercom. This makes absolutely no sense: in a history of approximately 150 deliveries with 148 Successful, where the 148 consistently RANG THE INTERCOM. By her reasoning: in order for the intercom NOT to be run, I would have to have left the instruction DO NOT RING THE INTERCOM as is done with hooting. BUT there was NO such instruction and YET the intercom was not rung and only an sms sent.

Her insinuation INSTEAD was that I, the Customer, with approximately over a 100 SUCCESSFUL food deliveries using the intercom FIRST ... was negligent.

Rather than the DRIVER being the anomaly (who has been one of 2 in my history with Mr Delivery who never rang the buzzer and left with my food): my 'virtual waiter's blatant accusation stated 'this is not the first time'. She did NOT however treat me with RESPECT enough to: 1) state the facts and accuracy relative to percentage OR 2) state the fact that I have had approximately over 100 Successful deliveries when the intercom was rung and 2 (two), when this was NOT the ESTABLISHED procedure. Amounting to around 0.01% failure.

Instead she ACCUSED through insinuation that I, as a regular customer, was at fault and totally dismissed the logic and FACTS.

My refund was refused by her.

By my reasoning it should NOT have been looking at 1) the delivery PRECEDENT already established using the intercom - by Mr Delivery 2) and the fact that no instruction was given NOT to use the intercom (as is done with hooting and customers according to her telephonic conversation. Transcripts will prove) as well as 3) the lack of DUE DILIGENCE by a food deliverer to actually deliver the food, in the procedure established by approximately over a hundred drivers before, for the SAME Service Provider.

I will be escalating this to the relevant Ombudsmen.

Procedure is procedure. Customer loyalty should be assessed (soft skills 101). The facts should be considered. Due diligence as a Service provider should be observed. Precedent by the service provider couriers should be considered.

My refund should be made.