Complaint About Poor Service and Incorrect Order

Dear Pedros Customer Service Team,

I am writing to express my deep disappointment with the service I received at your [Mall of Tembisa]. On [25 Jan 2026], I ordered a Chicken Wrap and a Cheesy Jalapeño Wrap from the menu. However, when I got home, I discovered that both wraps were made vegetarian (no meat) – an option that isn’t even listed on your menu.

This was incredibly frustrating, as I ordered directly from the menu in front of the cashier. Why would I ask for a Chicken Wrap if I were vegetarian? To resolve the issue, I had to drive over an hour round trip to return to the store, only to be further disappointed. The manager offered minimal to under bottom assistance, replacing only one wrap, while the cashier accused me of ordering incorrectly. This experience left me feeling disrespected and dismissed.

I expect better from a reputable brand like Pedros. Not only was my time wasted, but the service I received was unacceptable, and the situation was not adequately resolved.

I request a formal apology and proper resolution for this matter, including a refund or replacement for the incomplete order and assurance that such incidents will not happen again. I have attached pictures of the wraps I received for reference.

I look forward to your prompt response.

Sincerely, L Mbulungeni