QUENCH Delivery - Cape Town. Disgusting customer service.

On Friday the 9th of November I placed an order and after waiting longer than usual, I called in only to be told my order was cancelled due to driver issues. Mind you I had to call myself to be told of this. It was not communicated to me. As the purchase has already been reserved on my card, I enquired about a refund. I was told it would reflect after 24 hours.

Today, Saturday 10th of November, I called to enquire as to whether the refund has been processed. I was told it would only be attended to on Monday. I then suggested that they then reinstate the order.

It has been close to 4 hours and I still do not have my order. I called and the gentleman seemed hesitant or unsure as to how to handle this issue. He mentioned something about needing to get hold of a driver and he will call me shortly. An hour has elapsed since that conversation and I did inform him that I need to leave. I called back and the gentleman has now suggested that I cancel the order as he is not sure when the order will be delivered.

The above is the body of an email I sent over the weekend. I still have not received feedback. Only today today do I know the reason why. The individual that I wanted to complain about is the same individual responsible for customer complaints.

I called again today (14th November) only to speak to the same individual. I asked him who can I escalate the matter to and he informed me that he is the one that deals with complaints and he is answerable to no one. After much back and forth, this individual informs me that I called in with an attitude to which I explained the reason for my attitude - poor service and constant, arrogant bickering from him and I need to speak to someone that he reports to. He then informed me that as far as he is concerned, the matter has been resolved because the refund has been processed.

It is absolutely ridiculous that such a person is answerable to no one and that there is no higher management available to attend to such issues. Unheard of. No wonder this person is arrogant and self entitled and speaks as he feels. I tried my best to remain calm but it was easy to see that this individual knew he can say anything and get away with it. The very reason I had to end the phone call with an "F" bomb because this is ridiculous.

Quench management - this cretin is a cancer to your business.