Bad and pathetic service

It is with great disappointment that I am writing this email.

We have been making use of your branch for many years since we relocated back from Pretoria.

My kids and family love Roman's Pizza.

We had an incident at your branch a few years and you took it upon yourself to resolve the issue and drove to our house to deliver our correct order. You even gave my terminally ill daughter a soft toy that we still have even though our daughter Caitlin passed away.

And for that we are forever gratefull and humbled.

Hence, we have always made use of your branch and even when our orders weren't right a few times we left it and didnt complain out of respect for you. However it has now just continued and I do not think you would agree on how your clients are treated.

I placed an order on Monday and went to buy chips at steers while my son went to collect the pizza and buy cooldrink at Roman's Pizza.

When we got home one of the pizza's had tomato base on. Yes, my son should've checked on the store but he didnt notice the tomato base.

After experiencing this a few times now with our orders being wrong I finally decided to call the store and Johannes apologised and stated that the system shows no tomato base.

He apologised for the inconvenience and offered to replace our order. And asked if I could come back and collect it However I wasn't going back to Bothasig again.

I told him I will be in Bothasig the following day as my son attends Maths tutoring classes there hence we always get pizzas after tutoring days .

He asked me to call before coming to the store to ensure the order is ready.

Yesterday, that is what I did. I called place my order and asked for Johannes he was'nt at the store Beven assisted I asked if Johannes informed them about our order as I do not want to drive to the shop if they don't know about it he explained it won't be necessary.

And he also apologised for the inconvenience.

I then got to the store and Beven charged me for the replacement order.

And told me to let them know when I come again for them to replace the wrong pizza.

I paid and took the pizzas as I didn't want to argue or fight infront of other clients.

I left the store without even buying my kids cooldrinks.

I was too disappointed.

This is not the service that we are use to getting at this store

However I don't think it was fair that I was paying again for a pizza I didn't even get to enjoy the previous night.

Again, for the record that is not the service that we are use to at Romans Pizza Bothasig.

I have emailed my complaint to the email address provided on the business card that's provided in the store as well as the contact number and nothing.

No response nothing.

Respectfully Linda Afrika-Peters