Order Never Arrived

On the 14th of November 2024, I placed an order for a meal at Pedros Chicken Montclair Halaal on behalf of my manager, which amounted to R947.27, including a 10% tip. The order was intended to be delivered to the address 199 Coedmore Rd, Sea View, Durban where my manager was on call. I received a message from the driver confirming the address and I provided it via text.

Everything seemed fine until I was unable to track the delivery car on the app. I called my manager who was already waiting by the gate where the order was supposed to be delivered, and he informed me that the driver was not there. I then decided to call the driver to check his whereabouts, and he informed me that he was on a road that was closed and could not go through. He asked me to come fetch the order from him and I told him I was not at the location but would ask my manager to contact him so that they could arrange for a way to pick it up. My manager attempted to call the driver but could not go through as he was instructed to call the driver via the app.

I went back to the driver to ask him to use an alternate route since the road he was using had been closed for months. He refused, claiming that he would only get compensated for the distance he was already traveling and would not be paid for using the alternate route since it was a bit far. I gave him my manager’s cell number and requested him to call my manager. I waited for a couple of minutes before checking if the driver called my manager. While I was still waiting, the status was changed to “delivered”.

I contacted my manager to check if all was in order, and he informed me that the driver never contacted him nor arrived at the gate. I called the driver again asking him why he did not contact my manager, and why he has changed the status to “delivered”. He told me his phone did not make outgoing calls, and that he had changed the status because he had reached the maximum waiting time. When I asked him what would happen to my order, he informed me he was returning it to Pedros and that I needed to contact their support center to request my refund.

I have been sending text messages to their support center because there is no contact number. I have sent five messages explaining what happened and requesting their contact number, but I keep receiving automated messages stating the order is not eligible for a refund. They are refusing to refund me and did not provide their contact number. I require assistance in order to get my money back.