Consistently bad service on all fronts!

The most pathetic service ever. Saturday afternoon. Hoped for a simple online order using THEIR OFFICIAL APP. Almost 45min later, I receive the wrong order delivered. I tried for more than 20 minutes to get through to them, but constantly got a call volume excuse from their automated attendant. So I decide to drive out to the Columbine Drive Thru branch to get the right order only to hear the manager blame the driver for taking the wrong order. Meanwhile, the kitchen staff stuck my order to the incorrect meal.

How on earth can you confuse 4 burgers and chips with a chicken and chips and then blame the driver? When I arrived, ALL staff were sitting around, busy on their phones, or chatting to each other. They weren't even busy! They blamed load shedding for their phones not apparently working, even though the restaurant had power and load shedding ended before I even left home.

Tried to get a refund instead of waiting, and I was told that I must sort it out online because I placed the order from the app. Tried to call their main customer service number, and I got redirected via automated attendant to contact the restaurant.

Eventually had to wait for my correct meal or leave without a refund. No refund for the delivery fees or the driver tip. But I guess I should be thankful for the shallow apology without accountability and the extra medium chips. Previously, from the same outlet, I waited for at least 90 minutes for my delivery. I live within 5km of the restaurant, if not less. They had excuses then as well. Another time, I received food that felt like it was prepared the day before.

Why do I keep using them? Because all the Halaal Steers outlets in our area suck when it comes to consistency or quality of food. So I wait a few months each time and decide to give them another chance. So I guess they'll probably say it's my fault for trusting them to provide according to the advertised quality promise.