Debonairs Pizza — Restaurant in Gauteng

8 months ago I gave a great review of Debonairs Glenfair.

Today I have to retract my previous review and replace it with a terrible one.

The lack of communication is appalling, after placing the order using the App, I received a confirmation email as well a SMS saying the order was received. Nowhere on the App dd it give an indication of how long the order will take. After a while with no subsequent communication from Debonairs, I gave the Glenfair branch a call, but was connected to a call center. The call center did not know how long it will take to prepare an order so they phoned Glenfair branch while I was on hold. the call center then informed me that the order has been ready for quite some time and I had to collect it.

When I drove into the parking area Glenfair finally phoned me to say my order is ready. While speaking to the Peter at Glenfair, and informing him that I am unhappy because nobody told me how long it will take, he said its a problem at head office and not with the branch. They will not inform clients on the status of orders placed online, they will only phone if the pizzas is sitting uncollected in the collection tray for a long time. Peter knows that nowhere on the App it gives an indication of how long it will take, and his suggestion is to put in a collection time. that makes collection ASAP an open timeline with no accountability on timelines to Debonairs Glenfair. I cant understand how requesting a heads up, either sms, email or call to let me know what time the ASAP order will be ready is asking too much, and by his complete lack of support or understanding it was apparent that Peter at Debonairs Glenfair does not really care if a customer is satisfied or not. Shifting blame to head office and telling me that the don't know where I live so they cant tell me how long it will take, and in future I should assume that if they are not busy, it will take about 20 min and refusing to acknowledge that I had a reason to be unhappy just cost Debonairs Glenfair a client. If they said, sorry, we will try better in future or maybe ask head office to add a time-frame in on their app(like they do with delivery) this whole thing could have been avoided. But insisting that I had no right to complain, is...

Made an order for the 24th of November 2017 at 18:05, was told the order will take 30min to be delivered. After 45min I called the stoew again to find out if the order was out, got transferred to the manager who made an excuse to call his driver, and he said he will call me back after getting feedback, no feed back ever came. The driver was no were to be found! So after 1 hour 30min from placing the order the driver calls me,he doesn't even apologize for being late, tells me its not his problem for being late, so I call his manager... the manager doesnt even want to take my calls, so Debonairs Glenfair... thanks for the good times but will not ordering from you again if this is how you treat your customers... the staff is extremely friendly, always calling to ask if I recieved my call, but from the managers to the driver are awefull, with no repact and attitude...

I've been a regular customer of this store for a long time. Tonight, Friday the 25th of August, placed an order online and received confirmation that my order was accepted by the store and paid for at 19:20. by 20:20 i called the store, the gentleman that answered stuttered out excuses and said he was going to check on the driver so i asked him to let me know. By 21:10 i had heard nothing and called the store, only to get an automated messages saying its outside of business, call again or hold to be connected to a manager, but after the "on hold" song finished, the call cuts off. this happened 3 times. Eventually the driver showed up 2 hours after ordering telling me there where issues. What happened to letting the customer know if there are issues or delays? This is just pathetic. Who ever manages this store needs to step up...