I ordered a small of pizza with extras online on 3 separate occasions.
For the first order, I received exactly what I had ordered.
Interestingly, when I placed the same order online for the second time, some of the extras were not added and I called to complain. The first employee I spoke to did not take any ownership for their error and made it seem like I had received what I ordered which was extremely unprofessional and unfair to this awesome Debonairs brand.
She requested that I rather speak with the owner, who explained to me that the reason for the error is that when you order online, some items are left out due to a system error. He told me that, that was the reason why my second order did not look like my first order. He offered me a free pizza, which I declined as his perceived good manners, understanding and professional demeanor, especially after speaking to his unprofessional staff, was very much appreciated and I decided to give them a try again in the future.
I ordered the same small pizza online again for 3rd time. However, this time I also called the restaurant to confirm that the order received from the Call Centre was exact and it was. But once again, my order was still missing some extras.
When I called to complain, once again, I dealt with extremely unprofessional staff who claimed that my order was complete and asked how I could tell that some extras were missing when I had ordered so many extras and they were covered and hidden with cheese.
I told them that it was not the first time I had placed this order, it was the third time and the first time I placed the order, they got it right and I could see that all the extras I had ordered were included.
I basically had to lift up the cheese to look for this extra and it was not there even thought the staff was insisting that it was.
This was unfair as I had paid for this extra but the staff decided that as they had an opportunity to hide their non-inclusion of this extra item under the cheese they would do so.
This third time dealing with this Mooinooi branch, I did not speak to the owner as I decided that I would not return there again.
However, due to the great service that I received from the owner when I asked to speak with him, I'm not sure if the problem is the whole branch or just a case of a professional and understanding owner failing to hire and train his staff so that they have his attributes.
I'll probably give them a try again but I will unfortunately only proceed with the order if I speak with the owner from the get go. And if I don't receive what I order, I will not wait for rectification but will rather opt not to pay for the entire order.
So so so disappointed at this extremely...
Read more
Learn more insights from Wanderboat AI.
