3 hours to deliver food is acceptable...

I'm a still a little shocked at this experience. I was going to leave it as is, but after this whole ordeal, and phone call from them today, this needs to be shared.

Thursday 5th December -------------------------------------- 19:43 Order Placed

20:18 I tried calling OrderIn as my order hadn’t been confirmed. The line just went to a “you’ve reached us outside of office hours” message.

20:19 Phoned Hokey Poke - asking them to confirm my order

They confirmed delivery for 21:14

21:27 I received a call telling me that the driver is at the restaurant, but the restaurant is refusing to make my order and that they will have to refund.

I refused a refund and asked for the matter to be escalated to a manager.

21:39 I receive a call back telling me that they will make my order, and it will be ready for collection in 5 minutes. I stay just a few minutes from the restaurant so I figured this would all be resolved within a matter of 10 minutes or so.

22:12 I receive a call from the driver’s mobile phone telling me he’s downstairs, and I must come fetch my order.

I told him that I’m refusing to accept delivery this late.

22:14 I receive a call from OrderIn telling me that the driver is outside, and that I can accept the order and get my full refund. I explained on the phone that I’m not exactly going to eat dinner at 22:15. I was told I could get a full refund and still keep the order; but the food was of no use now. I asked for a manager to get in touch with me tomorrow.

Friday 6th December -------------------------------------- I still hadn't received any response to my Live Chat, nor did I receive any courtesy call from a manager.

09:47 I sent an email to *** - to which as of today (9th December), I still haven't received any response.

13:32 I responded to my own live chat message.

15:12 I responded to my own live chat message.

18:02 I responded to my own live chat message.

Saturday 7th December -------------------------------------- 17:33 I responded to my own live chat message.

21:08 I finally receive my first response from the OrderIn team. I get a canned response from Ntombi stating I can get a refund for my order.

Sunday 8th December -------------------------------------- 13:32 I respond stating that it's completely unacceptable to receive such a canned response; that I still haven't received a phone call from a manager, and that a refund alone in this case is just not acceptable.

Monday 9th December -------------------------------------- 12:19 I receive a phone call from Sergio in Dispatch. He tells me that he can offer me a refund for my order and entire experience, and that no compensation will be given out. He is not sympathetic at all to my entire experience. I was hoping to end this conversation with the feeling that "it's ok, it's a tricky time of the year and my experience is not the norm, and I'll give them the benefit of doubt here and be back"