Poor Customer Experience @ Rocomamas Mall of the South

Dear Rocomamas Management, I am writing to formally lodge a complaint regarding the unacceptable service I received from your Mall of the South branch on 4 September 2026, as well as a previous order from the same branch. On 4 September 2026 at 17:09, I placed an order through the Rocomamas app, Order #EA827, for R248.00, and paid an additional R40.00 delivery fee and R20.00 delivery tip. The order went through successfully, and I therefore reasonably expected my food to be delivered to me as I had specifically selected and paid for the delivery service offered on your app. At approximately 18:00, after waiting nearly an hour, I contacted the store to follow up on my order. I was extremely surprised to be told that my order was ready and that I should come to the store to collect it because the branch apparently does not provide delivery. This was completely unacceptable and confusing, particularly because delivery was clearly offered as an option on your app and I had paid for it. After some back and forth, the lady I spoke to eventually advised me that a driver would be sent, but that the driver had been delayed because of the rain. Approximately 15 minutes later, I received another call from a gentleman, whom I understood to be the manager. He informed me that my food would not be delivered and that I should make my own way to the store to collect it. I refused, quite reasonably, because I had ordered and paid for delivery. I should not have been expected to rectify a problem caused by your business and your ordering system. I was then told that my only other option was to cancel the order, wait up to seven days for my money to be refunded, and place an order somewhere else. I found this suggestion completely unacceptable. Why should I, as the customer, be inconvenienced financially because your app allows customers to select and pay for a service that your store apparently cannot fulfil? What happens if that R308.00 was the only money I had available at the time? I would then be left without my food and without access to my money for up to seven days due to an issue that was entirely outside of my control. After further discussion, I was eventually contacted again and informed that my food would, in fact, be delivered. My order was finally delivered at approximately 19:20, meaning I waited approximately 2 hours and 20 minutes from placing the order before receiving my food. This entire experience was frustrating, inconvenient and completely unacceptable. Unfortunately, this is not the first issue I have experienced with this particular branch. On a previous occasion, I placed Order #70CCB, which included 12 wings, but I received only 8 wings. At the time, I decided to let the matter go. However, after this second incident, I feel compelled to formally raise my concerns because this is becoming a pattern of poor service. I would like to make the following points very clear: 1. If delivery is not available from the Mall of the South branch, it should not be presented as an available option on the Rocomamas app. 2. Customers should not be charged a delivery fee or encouraged to leave a delivery tip if the store cannot fulfil the delivery. 3. Customers should not be expected to collect an order after paying for delivery. 4. Customers should certainly not be told to cancel their order and wait up to seven days for a refund simply because your ordering system is not functioning correctly. 5. If there is a technical or operational problem with the app, that is a Rocomamas issue to resolve — it is not the customer's responsibility to absorb the inconvenience. 6. The previous incident involving my missing wings also raises concerns about the accuracy and quality-control processes at this branch. I am therefore requesting that this complaint be escalated to the appropriate management team and that the Mall of the South branch investigate what went wrong. I would also like a response explaining: • Why delivery was offered and paid for through the app if the branch does not provide the service. • Why I was initially told to collect the order myself. • Why I was subsequently told that the food could not be delivered and that I should cancel and wait up to seven days for a refund. • What steps will be taken to ensure this does not happen to other customers. • What Rocomamas intends to do to address the inconvenience and extremely poor customer experience I encountered. I have been a customer who has chosen to order from Rocomamas, but experiences such as this make it very difficult to continue doing so. It is particularly disappointing because the Mall of the South branch is the closest Rocomamas to me, leaving me with limited alternatives if I want to order from your brand. Please fix your app, fix your processes, and do not inconvenience customers because of problems within your own business. I look forward to receiving a meaningful response rather than a generic apology. Kind regards, [Nonkululeko Mabula]