Scoot off Scoot S.A

I ordered a meal on you app yesterday for delivery by Scoot. The order was placed at approximately 13h30 and delivery was confirmed by the system as 14h11. The delivery time exceeded, I decided to make use of the scoot delivery chat room to query the delivery. They came back to me and said they had investigated and the driver Papy had left about 30 minutes ago with the order, I contacted McDonalds Palms K90 in Boksburg and they gave me more or less the same info. Approximately 20 minutes later I contacted the chat room again as the delivery had not arrived, the only response that I received was that they were terribly sorry for the delay and they would look into the matter. I requested contact details to lodge a formal complaint and they just brushed it off and closed the chat. The delivery arrived at 15h32, two hours after placing the order. To make the situation even worse than it already is I am 2km from McDonalds Palms K90. When I eventually received the order the fries were cold and like rubber, the burger the same. The coke was warm, all the ice had melted. I did not even eat the meal and threw it in the bin This is the time frame of events. Order no. 086573 Order placed +/- 13H30 Scoot system delivery time 14H11 Actual delivery time 15H32 I questioned the driver as to why he was so late, all he said was that he had a delivery before my delivery and refused to say anything further.

I work in the retail service industry and this type of service would not be tolerated and would result in tough disciplinary action being taken. I request at the very least a refund of the money spent and an apology and the reason for the abysmal service. I expect a reply within 24 hours. PS I have tried sending my complaint to Scoot South Africa with 2 address supp**** by themselves through their chat room and my emails keep bouncing back