WELL KNOWN FOOD DELIVERY BUSINESS MOST INHUMANE TREATMENT

On Saturday, 15 May 2021 at about 18:22 on my behalf my 15year old granddaughter, Dome Du Plessis, ordered through your company what would have been our evening meal after a hectic busy day in order to make it easy for us; a Nando's Lifestyle Centre special on your site. It was 1 x [No Sauce, Quarter Chicken Leg + any Single Side (PERI Chips - Single)] & 2 x [No Sauce, Quarter Chicken Leg + any Single Side (Coleslaw - Single)]. Delivery Time given: Latest 19:36. My family proceed to go and bath/shower and prepare for the night while waiting our hot meals ordered.

At about 19:40 I was asking my granddaughter where the food is she ordered, and she quickly tracked the Mr D driver and told us he must be still on his way because she could see he is in the Clubview area coming towards Eldoraigne. My wife who is 61 years old an having a medical condition after a brain tumour surgery said Mr D is very late and she is quite hungry after the day's rush having her last normal meal the morning.

At about 19:48 my granddaughter got a call from Mr D's driver saying that he got lost with our meals due to a faulty Mr D GPS device in his car. She tried to verbally direct him, but the driver and his female passenger could not grasp her explanation, so she handed the cell phone over to me. The Mr D-driver went pass our area and was now at SPAR Bakenkop/Wierda Park. I guided him towards our area at ELDOSEC Security Village, Eldoraigne X17 and street until about 20:11 when he phoned to say he is in our area on his way to our address. It was night-time and we were in our sleeping wear, but we went out of the comfort and warmth of our home into the cold night; out of our yard into the street with a torch to help him getting to our address asap but after a few minutes and cars coming and going we realises he must be lost again. We then tried to phone Mr D's driver several times, but he did not pick up or his phone was off. We were very upset by then because what should have been a simple & smooth food delivery became a fight & frustration to get our evening meals that was paid in advance; ending up that my wife was so mad she went to sleep hungry and I followed after a cup of strong black coffee to ease the hunger pain but not before I phoned Mr D with a report of absolute bad client service and that I will place the complaint in open media, “HelloPeter”. The customer care officer promised to follow it up urgently and said that if the food still arrives and is cold that Mr D will without any cost compensate us for it as well as the poor service that is usually not their way of practise and refund me asap.

My granddaughter was crying and thought it was her bad ordering with Mr D and both her grandparents had to go hungry with anger in their hearts. I told her we will talk tomorrow and instruct her to make herself a sandwich with peanut butter & jam if she wants something to eat for an evening meal. This was the last drop in an overfilled water glass for a hectic day and we went and sleep at about 21:00 with no delivery of our evening meal order and no feedback from Mr D customer care centre.

I also noticed on Sunday, 16 May 2021 that there are no messages from either Mr D Food customer care or the Mr D-driver with our food that by know is waisted or eaten by somebody else. There is also no compensation recorded and no refund which is a shame and totatally unbecoming.

Today, Monday 17 May 2021, I phoned our local Mr D Food ***) and an assistant lady told me that the R165.00 is refunded into my granddaughter's "Wallet" at Mr D Foods so that we can use it on another occasion to buy food through them again. I explained that I made twice (2x) a complaint to Mr D Food under their website "Contact Us" but nobody is coming back to me and that I do not accept as good customer care and/or client service delivery. It is just as unfair and disgraceful as letting a family go to bed starving for food they have legally bought but never received due to Mr D Food's bad management principles for not having any Plan B. She told me that she does not agree with me and think Mr D Food did their part by giving us a credit note/"Wallet". I asked to talk to her manager and she linked me up with "Bianca" who said she is very sorry for the inconvenience but that she already escalated the complaint to Mr D Food S.A. Head office and that somebody from head office will still phone me today i.o.t. resolve the complaint issue. Up until now nobody phoned me and it seems I am going to receive the same bad treatment than last Saturday.

I feel I let my whole family down as the man of the house and were conned out of R165.00 but worse to protect and feed my loved ones forcing them to go to bad with an empty tummy. This was the worse day of the month and I just cannot believe that Mr D Food S.A. (Mr Delivery S.A.) can allow something like this just to happen without having a Back-up Plan that still ensure a hot meal ordered and paid for is served on the same day without letting citizens starve due to their poor management systems as long as they got your money in their account. It is an absolute disgrace awfully close to misconduct to say the least!

I want to know what is Mr Food S.A. (Mr Delivery) going to do about my situation? 1. How and When will I get my money back into my ABSA Credit Account? (Currently you actually stole from me) 2. How and When am I and my family going to be compensated for being inhumanly/ill treated to regain our trust in using Mr D Food or speaking word-by-mouth positive about Mr D? 3. Did Mr D execute any consequence management procedures with this ************* Mr D-driver of them? 4. Will they/did Mr D Foods S.A. implement a Back-Up Plan/Plan B i.o.t. prevent such incidents for reoccurring where they do not keep to their side of a verbal contract to deliver paid for food at the time and place they committed themselves whether Mr D Food's driver get lost/Mr D-driver's car broke down/being in an accident or passes away?