Very unhappy

I had a very disappointing experience with Pedros in Westgate Mall.

On 27 February at 7:51 PM, I placed an order through the app. While tracking the order, the app kept showing that the food was delayed. Later, the app updated and showed that the order had been delivered at 20:36, but we never received the food.

We waited until almost 10 PM, thinking it might be a mistake on the system and that the driver might still arrive. Unfortunately, the food never came. My family was extremely hungry, and my children had to go to bed hungry, which was very upsetting. We tried calling the restaurant, but by then they were already closed, so we had no way to resolve the issue that evening.

Eventually we had to order food from KFC because we realised our order was not coming.

The next day we went to the store to report that we never received our order, but we were met with very poor service from, Phumlani. We were told to come back the following day (Sunday). When we returned, we were told we would receive a call back, but we never did. They said they were still waiting for feedback from the delivery company.

When we asked about our refund, the manager said he would follow up. Two weeks later, I finally received an SMS saying the refund was processed, but there was no communication, apology, or update from the store at all.

The service we received was extremely disappointing. Not receiving our food is one thing, but the lack of communication, accountability, and customer care afterwards was unacceptable. I never expected to experience such poor service.

Very disappointing experience overall.