Disappointing Service

Dear Pedros Team,

I am writing to formally raise a complaint regarding an order I placed with your Raisethorpe branch today.

At 16:24, I placed a telephonic order and was informed that my food would arrive within the next hour.

After an hour had passed, I attempted calling the branch several times but was unable to get through, as I was informed that the line was down. I then contacted another branch for assistance. The manager at the Brookside Mall branch kindly stepped in to help and personally contacted the Raisethorpe branch manager to find out what was happening with my order.

Shortly thereafter, I received a call from the cashier who initially took my order at 16:24, asking to reconfirm my address, despite the fact that I had already provided it during the first call. About 15 minutes later, I then received another call from the driver asking for my address again. My order eventually arrived at 18:32, more than two hours after it was placed.

When I followed up regarding the delay, the Raisethorpe branch advised that the issue was due to there being no available drivers.

However, when the driver arrived, he confirmed that there were in fact drivers available and that the delay occurred because the cashier had not placed the order timeously. This conflicting information is extremely concerning.

I was very upset by this experience. I have a diabetic mother who was waiting for the food and was very hungry.

While we understand that restaurants can get busy, basic communication and common courtesy were lacking. At no point did we receive an apology from the Raisethorpe branch.

The only apology we received was from the Brookside Mall branch manager, who was not even responsible for the delay. Additionally, I did not receive any form of compensation for the inconvenience caused.

I would, however, like to compliment the manager at the Brookside Mall branch. He handled the situation professionally and showed genuine concern. His level of service was greatly appreciated.

I trust that this matter will be taken seriously and addressed to prevent similar experiences for other customers in future. I would appreciate feedback on how this will be resolved.

Kind regards, Tarien Maharaj