Shocking Service

Good evening

On 2025/9/23 at 19h10 I contacted Panarottis Potchefstroom and placed a telephonic order. At first I was told that I cannot order “Two delish to miss” and add extras to my starter, even though I was willing to pay the extra fee.

I then settled for something else and ordered four pizzas. Strange enough I was able to add extras to the pizza order.

I was told that my order will take 40 minutes. At 20h00 I arrived in order to collect my order. The take away serving point was not manned. I have waited for more than 15 minutes before Fatima enquired if she could assist me. I confirmed that I came to collect my order. Fatima disappeared and walked through the restaurant between the kitchen and seating area. She did not get back to me to come and update me on the progress of the order.

Another male waiter came and ask if he could assist. I repeated my order. He went to the kitchen and never came back to update me on my order.

Later, at approximately 20h30 Fatima came back and informed me that they are now busy with my order. I told Fatima that I am not prepared to wait for another hour. She then left again and continued with other duties.

After waiting for approximately another 10 to 15 minutes I saw Fatima at the restaurant entrance. I informed her that she can cancel my order and I left the restaurant. By that time I already allowed 80 minutes for my order to be prepared.

1. This is not the first time that this has happened to me at this store. 2. Why are the personnel of Panarottis deliberately misleading the customers with the expected time for preparation if they know very well that they will not manage to deliver on their promises? This is completely unacceptable!! Have I known that I will have to wait for 2 hours to get my order, I would not have ordered from Panarottis in the first place.

How can it be expected of customers to not get upset, annoyed or irritated with this way of operating? It is ********* to operate like this knowingly that you are lying to your customers.

If you dont have the staff or facilities to handle the orders, simply play open cards with your customers and inform them of the real expected time of preperation or dont take telephonic orders at all.

This is the type of conduct that will keep me from supporting this franchise in future.