Unprofessional

VERY DISAPPOINTING SERVICE AND AN EVEN MORE DISAPPOINTING RESPONSE TO MY COMPLAINT

I am extremely disappointed with my experience with Pedros Jabulani Mall and, unfortunately, with the way my complaint was subsequently handled.

On 9 September 2026, my mother and I had spent an incredibly difficult and emotionally draining day searching for my missing brother. We had been going from hospitals to mortuaries trying to find him, with no success. Exhausted and hungry, we decided to sit down at Pedros Jabulani Mall to eat and gather ourselves.

I specifically ordered my meal with Sprinkle Hot, but that is not what I received. At that point, I was simply too physically and emotionally exhausted to complain at the restaurant, so I ate the food as it was.

What makes this worse is that this was not my first experience with an incorrect order from Pedros. I had previously ordered online and experienced the same issue with my requested specifications not being followed.

I eventually submitted a formal complaint on 27 September. Importantly, I also provided Pedros with the point-of-sale (POS) invoice as proof of the transaction, which contained information relating to the purchase.

Despite providing this proof, Pedros responded that because the incident occurred on 9 September and was only reported on 27 September, the store would unfortunately not be able to conduct a thorough investigation due to the time that had elapsed.

I find this response extremely disappointing.

Yes, I did not complain immediately. My brother was missing. My mother and I were physically going from hospitals to mortuaries looking for him. Complaining about an incorrect chicken order was understandably not my priority during that period.

However, the delay does not change the fact that I paid for a specific order and did not receive what I requested. More importantly, I provided a POS invoice, so I struggle to understand why the transaction could not at least be reviewed against the store's available records.

I also made it clear that this was a REPEAT occurrence, not an isolated incident.

As someone who works in customer service myself, I understand that mistakes happen. What matters is how a business responds and recovers when a customer raises a legitimate concern.

Simply apologising, copying store management and saying my feedback has been "noted" does not, in my opinion, adequately address a repeated service issue — particularly when I provided proof of purchase.

I wasn't looking for special treatment. I wanted accountability, a proper investigation and a reasonable resolution.

Pedros, please do better — not only when preparing customers' food, but also in how legitimate complaints are investigated and resolved.