Roman’s Pizza Accepted Payment for Delivery but Failed to Deliver Order After 3 Hours

Roman’s Pizza Brackenfell Branch

I am extremely disappointed with the service received from Roman’s Pizza Brackenfell.

We placed and paid for an online order around 17:00 after the system confirmed that delivery was available to our address. After payment was processed, we received a call stating that they could not deliver because we supposedly live more than 10 km away from the store.

This explanation makes no sense, as our address is approximately 4.7 km from the branch. We repeatedly explained this, but staff continued arguing instead of resolving the matter professionally.

What is most frustrating is that from 17:00 until 20:00, we received no food delivery, no proper assistance, and no acceptable solution after already paying.

If our address was truly outside the delivery area, the online system should never have accepted the order and payment in the first place.

This experience showed poor customer service, poor communication, and a complete disregard for customers’ time and money. I expected far better service.

Message for HelloPeter

Complaint against Roman’s Pizza Brackenfell regarding misleading delivery availability and failure to deliver after payment.

On the evening of our order, we placed and paid for an online delivery order around 17:00 after the Roman’s Pizza website confirmed that delivery was available to our address.

After payment was completed, the branch contacted us claiming they could not deliver because we supposedly live more than 10 km away from the store. However, our address is only approximately 4.7 km from the branch.

We attempted to resolve the matter directly with the store, but staff continued arguing about the distance instead of providing a proper explanation or solution.

From 17:00 until 20:00, we received no food delivery despite payment already being processed. This caused major inconvenience and frustration.

The main issue is that the online ordering system accepted our address and payment for delivery. If delivery was not possible, the system should not have allowed the order to proceed.

I am disappointed by the poor customer service, lack of accountability, and the time wasted trying to resolve a problem that should never have happened.