Cash Payment Option Not Honored – Unacceptable Service Experience

Dear Mr D / Steak & Shakes Management,

I am writing to express my dissatisfaction with a recent order placed via Mr D from Steak & Shakes Three Rivers, Vereeniging. I selected the cash payment option as offered on the app, and prepared the exact amount of R400 for an order totaling R336, expecting R64 in change.

Upon delivery—after a wait of over an hour—the driver arrived without any change and insisted I accept this oversight. When I offered a practical solution (requesting R100 back so I could walk to a nearby shop for change), the driver became rude, refused to wait, and threatened to cancel the order. I returned the food and reclaimed my payment.

What’s more concerning is that the store manager later suggested I should have used a debit card. This response is unacceptable. If cash payment is offered as an option on the app, it must be supported in practice. Customers should not be penalized or inconvenienced for choosing a valid payment method.

I trust you will take this matter seriously and ensure that both your delivery partners and store staff are aligned with the payment options your platform provides.

Sincerely, Agnesha