Debonairs Pizza — Restaurant in Eastern Cape

On 27/09/2025, my money was deducted twice when paying at Debonairs Bluewater Bay — first at 20:18 and again at 20:26. I immediately informed the manager the same day, and we both assumed the duplicate transaction would bounce back after a few hours. By 29/09/2025, the refund had still not reflected, so I called again and was asked to send my bank statement as proof, which I did. The statement clearly showed both deductions. I was told the matter would be investigated, but a whole week went by with no communication — I had to call them myself for feedback. When they finally responded, I was told they “cannot see the transaction” on their side. My bank, however, confirmed that both transactions went through and my money was debited by their machine. Despite providing proof, I was met with excuses instead of solutions. Even after asking whether they had contacted their bank to trace the funds, I was told only then they would “email Yambi,” the company supposedly responsible for assisting. On 06/10/2025, when I called again for feedback, I was told they still haven’t received a response from Yambi — yet no one thought to follow up by phone. This level of incompetence and lack of urgency is completely unacceptable. No accountability, no communication, and no effort to resolve a customer’s valid concern. That’s Debonairs Bluewater...

As for leaving me while I had just told her that i was there to collect my online order which was already paid. Not sure whether she thought it was best to serve the guy who had just arrived instead of letting him know she was sorting out something quickly. I could see my order was not ready, i had ordered online and paid cause it should be much quicker. Had to stand there while it was made with no explanation whatsoever, until the lady making the pizza came and asked whether i had been assisted. We have had this discussion before, if you provide an online service, it is for convenience, at least ensure you have someone ther to run it. I had a good mind to cancel the order. Does not matter how long i stay away, your service still sucks! Whether i come in and pay cash, whether i send my daughter to buy and collect, there is no difference! I guess I should just continue spending my money where it is...

I have been contemplating doing this review. I have had several encounters however the last two encounters stood out.

Beginning of the year I ordered pizza online and order confirned. 20 min later i'm called to be informed the main ingredient they don't have. Why didn't the app indicates the status at shop? The order was cancelled, my money processed the following day because manager not at work. He/she processed the following day which took 3-5days for me to get back my money.

Today i order pizza with 3 extras...here come the pizza with no extras. I call to enquire was told they will call me back. It is almost 45min waiting as i am writing this. No direction if they will rectify or wether they don't...