Steers *****ed me over for the last time!!!

On the 12/09/2018 I ordered the online panda deal for R160 at Steers Engen Ushaka in Durban, and the store accepted my order and I paid for it online. Then minutes later I received a call from Thami from the store who didn't even greet but just started ordering me to change my order because they were out of stock for what I ordered and he told me that he can give me a ribster meal for R140 which I did not want and I told him to cancel my order and refund me I will go buy the meal I want from the Steers in North Beach Durban and he said he will do it.

I then waited for about an hour and still didn't receive my refund or the food I paid for. I called the store back and spoke to the same Thami who then changed his tune and told me point blank that I won't receive my refund because they didn't receive payment and he said that I should've canceled on the app for a refund (as in I forfeited my money because I told him to cancel the order because I didn't want the order he wanted me to take where I would have atleast forfeited R20).

As I could seem to not get anywhere with Thami's attitude I asked to speak to his manager, he then called someone by the name of Jabu. The person named Jabu came onto the phone with a don't care attitude as well and when I called her back into order and asked her to be professional and formal and greet and exchange names (as she is a manager I would have expected some proper telephone manners) but for 4 times I had to ask her before she told me her name is Jabu and I had to raise my voice at her in order for her to listen to me and give me attention (because she came onto the phone laughing at the situation and speaking in zulu thinking I wouldn't hear) after she finally tried to find some managerial etiquette I then told her what Thami did and she point blank mid conversation went back to the beginning of the convo and acted as if I didn't just spend 10mins explaining to her that i need a refund because she then just asked me what order do I want (as if I didn't tell her the whole story about the no-refund policy Thami put in place)!

I then had to explain to the manager Jabu like 3 times more and she then admitted she still doesn't understand the situation or how to rectify it because she doesn't understand how orders and cancellations and refund work because there is someone else who comes into the store in the morning that may help with my refund. I then told Jabu that If I don't receive the refund I will expect a call after 5 in the evening on the 13th which was Thursday last week.

I did not receive a call back so i made the call back around 6-7pm and I spoke to Smanga and he told me that there are no managers (jabu whom i spoke to the day before is off) and I asked for the owners name and he said it's Shazi, I asked for Shazi's details and he refused me this by asking who am I! I then order him by being frank with him and he then said he will pass the phone to someone who may be able to help, and he called Angel.

On speaking to Angel she told me that they don't have a manger and their shift is almost over and they manage themselves! I asked for the store owners details and she than said that she doesn't have those details so I must leave my name and number for someone who will come in the morning at 10 tomorrow and that person might call me if they do come in!

I waited a full 24hrs and still no joy, when I ask the guys on chat for help they were very eager to pass the buck and not offer any channel to log a request for intervention or complaint for lack of service. That meal mind you I ordered for a group of people who were having a meet and we ended up having to break the meeting so we could go wait in line at KFC because that's prepared quicker than the hours you wait at these steers in durban! I have told them that I still haven't received my refund and they have also agreed that we should take this to social media and also hello peter because this is a great wrong and other people should know about how the franchise does not have values and does not practice client centricity and the employees admit to even not having any management and they manage themselves, which is why they lack manners and they accept orders but don't have stock or a process in place for refunds and proper client service they just pass the buck and say that hopefully someone will come and help!

I called again on Friday the 14th at around 14:30 and I aksed to speak to a manager and they called Jabu, she took the call and I politely greated and reminded her that I'm calling for my refund and that I haven't received a call from anyone as she promised me 2days ago, she apologised and said that someone named Pam was supposed to call me. She then said she will go aks Pam and she put me on hold, she came back to me and said the person named Pam said she tried on numerous occasions to call me but I ignored her calls! I calmly reassured Jabu I didn't receive any food, refund or call back from a Pam which I ignored!

Jabu then explained to me that the fault was with her ill mannered staff, they where never out of stock, they had the food but they did not know how to read the order from the slip and the staff concluded that I made an error and ordered that I must change my order where it left me canceling the order with them. Jabu apologised and tried to sell me the meal but I declined because I could bet that they would tamper with my food or spit in it because of how they carry themselves.

Whilst on this call with Jabu I received another call from the same number I was calling Jabu on and I quickly ended my call with Jabu and the first words that came in on the phone were - "Hello, who is this... Helloooo, WHO AM I SPEAKING TO!!!" She repeated and I gathered my thoughts and I rep**** in a very bold manner - "You speaking to the owner of the phone can I help you" She then gave me an - "Aagh you know I'm calling you here because you apperantly have a problem, so how can I help you" Again I had to school someone about phone manners and aksed for name and title and the caller only then introduced herself as Pam from Steers Engen (the Pam that **** and said she called me nonstop and I apperantly just ignored her calls) I asked if she is a manager or owner she said she just works there!!! She then proceeded to interogate me about what my problem is because they called their system administrator or person but she kept referring to Yumbi, saying that they have confirmed that the refund has been done now what's my problem. I then informed her that I have not received any refund and she ordered me to wait and I will receive a notification any time from now. I then told Pam I will report this incident and also her conduct and ordered her to tell me if she is the manager or owner, where now she then in a meek voice told me she does administration and she doesn't want trouble she was just trying to help me (no she didn't apologies but she explained her rude behaviour so I could accept it as an apology and she excluded herself from this situation)

On the same Friday at about 16:30 I received a call again form Steers Engen, and it was Jabu. She said she was calling to confirm if Pam called me as promised (not to confirm about my refund but about Pam) I told her yes she did and she was very boisterous and rude. Jabu tried with all her might to explain that Pam sounds like that on the phone because she has a loud bold voice, and I told Jabu i am not a child that I can't read in between the lines that now Pam is trying to put out fires she further spread and that I know the difference between someone who speaks like they tone deaf and someone who speaks as if they sit on a kings crown to me!

Today is the 17/09/2018 and I still have not received my refund for the cancelled order of the food which was said to be out of stock by Steers Engen Ushaka in Durban!