Nearly two weeks with no resolution or accountability

I am extremely disappointed with the way my complaint regarding order #DFD*** has been handled by Mr D and Vasco da Gama.

This order was placed through Mr D as a lunch order for our office. We paid R1,560.00 for six Eisbein meals with mash, and the entire experience was unacceptable from beginning to end.

Firstly, no delivery was available, which already caused a major inconvenience. Because we had no choice but to collect the order ourselves, one of our drivers had to stop what he was doing and leave work to collect the food. This raises a very basic question: what is the point of ordering through a delivery platform if the customer is ultimately required to arrange their own collection?

Unfortunately, the problems continued when our driver arrived at the restaurant.

The restaurant staff initially had no knowledge of the order. Our driver was left waiting and was reportedly ignored until he eventually had to demand assistance. This is completely unacceptable customer service, particularly when the order had already been placed and paid for through Mr D.

When we eventually received the order, it was very poorly packed. The food appeared to have simply been thrown together, with packets tearing and the order not being properly secured. There was also no cutlery provided.

Most importantly, the food itself was extremely disappointing. The food was tasteless, and for R1,560.00, we expected a reasonable standard of quality. This order was placed as a gesture to treat the office to lunch, and instead we were left highly disappointed by both the service and the food.

I have now been trying to get this matter resolved for nearly two weeks. During this time, I have repeatedly been told that the matter has been “escalated.” However, despite these repeated escalation messages, I still have no proper resolution, no meaningful explanation and no satisfactory outcome.

At this stage, simply telling me that the matter has been escalated is no longer sufficient.

Mr D needs to take responsibility for the service provided through its platform and hold the restaurant accountable for the standard of service and food delivered to a customer who paid R1,560.00 for this order.

I want clear answers regarding:

Why was no delivery available for this order? Why did the restaurant have no knowledge of an order that had already been placed through Mr D? Why was our driver treated in this manner when collecting a paid order? Why was the food so poorly packaged? Why was no cutlery provided? What is Mr D actually doing to address the restaurant's handling of this order? And most importantly, what is the proposed resolution for the customer who paid R1,560.00 for this experience?

I have been patient for nearly two weeks and have given sufficient opportunity for this matter to be resolved privately.

I am now requesting an actual resolution and a proper response TODAY — not another generic message telling me that the matter has been escalated.

Order: #DFD*** Amount paid: R1,560.00 Items: 6 × Eisbein with mash