Very disappointing Call-And-Collect Service

Good evening Romans Pizza,

I would like to lodge a formal complaint regarding the service I received at your Protea Glen outlet today (06 September 2026).

At 18h05, I placed a call-and-collect order for one large pizza and one small pizza. The call centre agent advised me that my order would be ready within approximately 20 minutes.

I arrived at the Protea Glen outlet at 18h30, expecting my order to be ready as communicated. However, I was then required to wait, and it appeared that my order had not yet been prepared. The order was only prepared after I arrived and made payment. I eventually received it at 18h47.

What is particularly disappointing is that I had specifically used the call-and-collect service to save time. Instead, I ended up waiting at the outlet for approximately 17 minutes, despite having placed my order 25 minutes before arriving.

I was not informed that my order would only be prepared once I arrived or made payment. I can only assume this based on what happened, and I would appreciate clarification from management as to why my order was not prepared within the timeframe communicated by the call centre.

If the outlet's process is that call-and-collect orders are only prepared after the customer arrives and pays, this should be clearly communicated to customers when placing their orders.

I would appreciate management looking into this matter and explaining what went wrong, as this experience was frustrating and defeated the purpose of using the call-and-collect service.

My order number was: 0289

I look forward to your response.

Regards, Tshepiso