Late order & unprofessional customer care department

I am extremely disappointed with the service I received.

My order was supposed to arrive at 19:27, but instead it only got to me at 20:05 — almost an hour later. What’s even more frustrating is that the driver prioritised another delivery around Ocean Mall and nearby areas, passed my location on Ncondo Place, and continued further down before eventually coming back to me. That is completely unacceptable.

By the time my order arrived, the food quality had deteriorated badly. The fries were cold, dry, and hard — clearly overcooked and no longer fresh. The burger was in a terrible state; it had fallen apart in the packaging, with everything shifted, and it lacked sauce, making it dry and unpleasant. To make matters worse, I did not receive any condiments at all.

I had ordered this meal during my lunch break at work, and because of the delay, my break ended before I could even eat. I was forced to take my iron supplements on an empty stomach and continue working, only to eat a cold, unsatisfactory meal much later. This is not just inconvenient — it affected my health and my workday.

The driver showed no real concern or empathy. His apology felt insincere, and the only explanation he gave was that he “got the orders mixed up.” That level of carelessness is unacceptable.

As someone with extensive experience in the customer service industry, I find this level of service extremely poor and disappointing. This entire experience fell far below acceptable standards.

I expect proper accountability and I am formally requesting compensation for the inconvenience, poor service, and substandard food quality I received.