Wackys

Poor Customer Service, Failed delivery and Refund request

am writing to formally log a complaint regarding an order I placed online for delivery, as well as the unsatisfactory customer service I received when attempting to resolve the issue. Incident Details: Uber Driver: Bizimana Staff Member Involved: Sphindile Ndlovu (Smith Street Location) Store Manager Contacted: Sizwe I placed and paid for an order and delivery online through Wackys app. At 8:04 PM, the assigned driver (Bizimana) sent a text stating my order had arrived, followed by two messages at 8:05 PM and 8:06 PM. No phone calls or further attempts to reach me were made. When I went to my workplace gate immediately after, no one was there. Security confirmed that no delivery driver had arrived. I attempted to contact the driver directly to clarify the situation, but received no response until an whatapp response stated the food was returned to Wacky's. Unacceptable Customer Service: I contacted the Smith Street store to seek assistance. Sphindile Ndlovu informed me that the food was back at the store for pickup. When I explained that I had paid for delivery and that the driver had left after only 2–3 minutes without calling, she stated that once food leaves the store, Wacky’s holds no responsibility. How does Wackys hold no responsibility yet uber is their delivery service not mine When I asked to speak with a manager, she hung up on me. Manager Escalation: I called back and spoke with the manager, Sizwe. While he was polite, he informed me that the store could not redeliver the item without another driver, nor could he process a refund directly on his end since the order was placed online. He stated he would consult higher management regarding the matter. It is disappointing that to date no management has reached out to me regarding my refund as I have requested instead Sphindile and Sizwe claim I need to request it from UBER how?when I ordered directly on Wacky's App ,who will I say I am to UBER Furthermore nothing has been done regarding Sphindile Ndlovu's disgusting customer service. Resolution Requested: It is deeply frustrating to be told that the delivery issues of a third-party partner working on behalf of Wacky's are solely my problem as a paying customer. Given that I paid for a full delivery service that was not completed, I am requesting: A full refund for my order and delivery fee. Feedback on how the customer service conduct at the Smith Street branch is being addressed. I look forward to your prompt reply and resolution. Sincerely, Sinenhlanhla Jili *** Order Number: Wackys:***, Uber: B5980 Date of Order : 01/09/2026