WORST EXPERIENCE

Dear Pedros Customer Service / Management,

I am writing to lodge a formal and serious complaint regarding the unacceptable treatment I received at one of your stores in Gateway mall on 1 October 2026 from time 14:53

I ordered a Viva Meal for R187, together with 3 additional rolls. The money was successfully deducted from my bank account. However, due to an apparent problem with your ordering system, no order slip was printed.

Instead of assisting us professionally, the cashier, Sduh, told us that they would not give us the food because there was no slip on the system. We were then told that they needed to contact their manager/boss to establish whether the money had actually been received.

This situation took approximately one hour to resolve.

I find this completely unacceptable. The money had already been deducted from my account, yet we were left waiting while your staff tried to determine whether the transaction had gone through. As customers, it was not our responsibility to resolve a technical failure within your system.

What is even more concerning is the extremely rude and dismissive attitude of the cashier, Sduh. Rather than taking responsibility for assisting us and resolving the issue, the cashier displayed an attitude that came across as "I don't care." We were treated with a complete lack of respect despite having already paid for our food.

A technical problem can happen in any business. However, poor customer service, rudeness and an unwillingness to assist are not acceptable.

I am therefore formally demanding the following:

- A full refund of the amount deducted from my account. - Reasonable compensation for the significant inconvenience, frustration and approximately one-hour delay caused by this incident. - A formal written apology from Pedros for the manner in which I was treated. - A formal investigation into the conduct of the cashier, Sduh, and the way this incident was handled. - An explanation as to why the payment could not be verified promptly despite the money already being deducted from my account. - An explanation of what corrective action Pedros will take to ensure that customers are not subjected to the same experience in future.

I also expect management to review the relevant transaction records and, where available, the store's CCTV footage and staff interactions relating to this incident.

I paid for a service and expected to be treated with basic courtesy and professionalism. Instead, I was left waiting for approximately an hour and had to demand either the food I had paid for or my money back before the matter was taken seriously.

This is not the standard of customer service I expect from Pedros.

Please treat this as a formal complaint and provide me with a written response explaining how this matter will be resolved. I expect the issue of the refund/compensation and the staff member's conduct to be properly addressed rather than dismissed as a simple system error.

I can provide my proof of payment, bank transaction record and any other relevant information required to investigate the matter.

I look forward to receiving a prompt and satisfactory response from management.