Debonairs Pizza | unitQ Score

First time user still waiting on my delivery

I am writing to formally express my disappointment regarding an order we placed with Debonairs Gezina on the 7th of February 2025 at 20:47. We ordered a Meaty Cram-Decker for delivery to [address] Sinoville, an address that has never posed an issue in the past. However, we received a call informing us that the drivers were refusing to deliver to our location, despite having successfully received deliveries from this branch before. What made this situation even more frustrating was the manner in which it was handled. The representative we spoke to was unprofessional, repeatedly stating that our only options were to either collect the food in-store or receive a refund the next day. This is completely unacceptable, as we specifically opted for delivery for convenience, and waiting until the following day for food or a refund does not resolve the immediate issue. Instead of listening to our concerns and working towards a solution, the representative was dismissive, continuously talking over us and raising her voice rather than engaging in a constructive discussion. This lack of professionalism and customer care is deeply disappointing. At this point, we have been left without our order and no reasonable resolution. We now have to find an alternative meal at our own additional expense, which is highly unfair given that we placed and paid for an order expecting it to be fulfilled. We kindly request immediate attention to this matter, including a proper resolution and accountability for the poor service received. We hope that Debonairs values its customers enough to address this appropriately.

I was enjoying the pizza when I was about to finish,left with a slice to go..I saw a cockroach under that slice..you could tell that it's been there..I'm disgusted I even took a picture ...if this is how unhealthy and untidy debonairs is ,then you have just lost a customer. the order was from cosmo mall I ordered online.

This app just ate my voucher without placing my order, on top of that the staff didn't care to even help

Thank you very good delivery also amazing if you live close by you get your order still hot first time using and I am amazed but no message for saying that the drive arrived depart from that it's good and il uses your app agen for more orders thank you.

Zero stars for this because i made my order around 18:30 ,now it's 22:16 and I still haven't received my order. The driver is called John, he came to my res and said that he forgot to pack my order and said he'll be back in 30 minutes. After an hour had elapsed, I called the store, and they assured me that my order would be delivered ASAP. Now I tried calling them, it says the shop is closed. I've never received my order. Their service terrible 😢. These people played a number on me😭💔.

See above. Oh - finally - after a total fumble of an order including two incorrect deliveries (for the same 4pm order (not a busy time)),several app fails, many incompetent and inefficient call centre conversations, I finally got the apology-phone-call. Note, not the we-care-phone-call… Just the standard, oh I'd better phone this guy and apologize phone call. But hey, by the way, the apology is on my terms only… the customer doesn't get a say. In it, they say with sunshine in their voice that they will refund me - in 5 days time - and also, they offered me a “free” pizza on top of that. I said I don't want to risk that happening again, so I asked for the money instead. I also said in a round about way, it's not actually a free pizza. It has cost me way more than one pizza. Time (wasted, mine, by them), does actually, cost (me) money. Nope. They ‘unfortunately' won't / can't give me their own Rand value of the pizza instead … So. They are happy to HURT me at zero cost to themselves; they're happy to waste an hour and a half of my valuable time while I am FORCED by their app-fail to wait for cold incorrect pizza ** (INSERT BELOW)** but it's just a smidgen too far that Debonairs take ANY meaningful, actual responsibility for their innumerable incompetences. Not even R2.50. It would HURT them too much. ** INSERT BEGIN ** Debonairs app had sent a message — Your pizza has arrived (“oh that”, was the nonchalant reply; they KNOW that their app fails). Nope, the incorrect pizza order didn't arrive for another 15 or 20 minutes. (Also note: the pizza place is less than 1km from me). The whole experience has cost hours now. ** INSERT FIN ** Famous Brands, I bid you farewell. You don't need to care - probably because I'm just one guy, so you don't. APP DELETED. I won't be back. Other - nice folks - also make pizza.

My experience As good with the app but had to come and wait for about 1hour for collection i was around thats why i order foe collection i came here after 30 minutes my order was. Not ready they say they are busy

their service was below par!!! I literally waited for almost 2 hours for an online order without no communication from them.