Debonairs Pizza
Reviews and Complaints

On the 19th of May I ordered a pizza from a Katlejong branch via the app and they canceled my order and sent a message to contact branch for a refund however that branch number isn't working. Every time when I contact it, it goes through to another branch and they always give me the same number that isn't working. I understand that the Sam Ntuki Mall in Katlehong can't assist but however since they were able to cancel my order that has my full details and contact number it is their duty to contact me and refund me. If their number isn't working why can't they give us their manager's number on the app atleast. I'm unhappy with the Katlehong branch according to the app. Contact number [protected] Sithembile Mhlophe

Morning yesterday I bought debonairspizza cremdecker worth R199 around 14:32.. I gave the cashier an amount of R310 by mistake she refuses to give me my R110 back I only received 10rnd change... I asked for a footage they only show me the one on their phone which was not clear at all.. Sad part is that they were rude and exchanging words with me. I'm not happy about the service.
Cashier name keletso.
Another story on the 31may my husband bought 2 small pizza for R115 is that possible? He was using he's card to swipe.. He was aware when he arrived at home.. We went to the store to complain we didn't receive any help because the lady who were assisting us was rude and grumpy. 😡😠😭

Good day

I ordered via app a pizza to be delivered please see the order:

---------- Forwarded message ---------

From: Debonairs Pizza

Date: Thu, 25 May 2023, 19:40

Subject: Your order is being prepared

To:



Hi Jeanene,

Thank you for your order

Order # [protected]

Order placed 25 May 2023 19:40

Delivery Address: 910 Hertzog Street, Pretoria, Gauteng 0084, South Africa

Product

Amount

1 × Meaty Crammed-crust®

R 262.60

Double-Stack®

Double Extra Mozzarella

Subtotal

R 262.60

Delivery Fee

R 0.00

Total

R 262.60

Paid Online

R 262.60

Due

R 0.00

If you have any questions about your order, you can contact the store below:

Debonairs Pizza Arcadia

361 Steve Biko Street, Nedbank Plaza, Arcadia

[protected]

This is NOT a tax invoice



I am very upset with the following:

1. The quality of pizzas you sell.

2. Not being assisted via life chat, when I contacted them immediately when pizza was delivered, and I put comment after I rated the food thumbs down.

3. I immediate sent the same comment to [protected]@debonairspizza.co.za and this is what was said on live chat and per email:

---------- Forwarded message ---------

From: Jeanene Cornelius

Date: Thu, 25 May 2023, 20:22

Subject: Discussed with the pizza delivered

To:

Good evening

I want to complain about how dry and thin the pizza was the box is thicker than the pizza. I requested double mozarella cheese and double stacked the pizza which cost me R100 extra and this is the quality. You cant even taste the meat.

The pizza is not even 5 mm thick this is a disgrace for the name of Debonairs. I will never order from you again.

With this photos was attached.

4. I was contacted this afternoon about 1 o'clock.

We discussed the complaint that i have sent via email,

I requested refund she gave me her cellphone number +[protected] and requested photos again.

I responded but photos were attended, she responded rudely that is the reason why she phoned me. She also denied refund because I dont have the pizza to return after I did tell her I have 2 pieces left. She also has to speak to someone and phone me back.

I inquired if she has to speak to the manager and she responded she is the manager she will phone me back.

Hardly 5 minutes passed. Another lady phoned, she did not even introduce herself.

I explained what was said and I want a refund.

The lady responded rudely that I cant give the pizza, she need the pizza as proof.

I responded but photos were sent so they have proof.

She rudely replied she has to speak to someone.

Up and till now 22:30 the evening no one phoned me again.

I did whatsapp the manager numerous times please see copied of whatsapp sent:

[05/26, 13:04] Jeanene: I had to buy something else to eat it so waisted my money

[05/26, 13:05] Jeanene: I want my money back

[05/26, 13:30] Jeanene: The ad shown on TV and pictures on app is totally different to product sent to clients I will sue and report Debonairs for false advertising

[05/26, 16:19] Jeanene: I am still waiting for the decision

[05/26, 16:19] Jeanene: On the app they say branch can do refund if requested.

As you can see no responses

I was shocked and very dissapointed about poor service I received.Staff member told me they dont sell double deck pizza,they only sell those thin base pizza.I still have questions why or its because black people dont buy double deck pizza. And that food outlet is 100% supported by blacks.Is this a Racist thing or what.Please sincerely requesting to look on this matter as it need urgent attention.All Debonairs must be the same,you a massive brand.

I've been to different debonairs restaurants and recently they operate the same way in that they claim not to have small or medipizzas in order to coerce customers buy more larger and expensive pizzas.

I went to debonairs in Umlazi mega city, Gateway debonairs umhlanga and Kwamnyandu and it seems coordinated.

I find this unacceptable for the company to behave like this and to advertise on t.v and on their menu products that they no longer offer just to make more profit.

To whom it may concern
I have ordered no: Order # [protected]
Jane Furse branch offers poor service, I will never recommend buying at this restaurant again it's not convenient for anyone the services is inferior! I called the store 10 Times, I was informed the store manager would call me back, After 4 Hours of placing the order I decided to call the store again no one responded. We order food for our guests, as we run a hotel next to the restaurant. We request feedback regarding this matter.

Regards,
ALI
[protected]/[protected]
[protected]@naledilodge.co.za

I was served contaminated pizza. Spent the whole week on death bed lost so much money on my small black businesses. I went there (Debonairs Thorntree Shopping Plaza) sincerely opened up and explain my conditions and I was taken for a ride.

I was served contaminated pizza. The very same night I had it I got sick horribly so, I woke up even worse I couldn't carry myself anywhere, took me a bowl of black poo to notice that it's bad, I went to get medical attention three times a week seeing no changes that was then I was diagnosed with Acute Gastroenteritis.

On the day I went there to report the matter to the management I was taken to the office at the back of the front desk and kitchen I was not surprised I was sick pizzas were left there unattended. Flys are everywhere even on the cleanest places, what about the kitchen that has greases and food on the floor and yet our pizzas are left on the table no one is giving them attention or looking out for Flys that come have a piece before the rightful owner. I went to the office they told my about the food chain and suppliers and load shedding and bulk stocking about Ramaphosa and a whole lot which I don't know them I can't get reach of them all I know there is debonairs i bought at debonairs and debonairs pizza is the first and last thing i ate and all the pizza i saw there not covered then they asked for my desired outcome, while I was sick and getting treated some of my businesses had to pause that's losing money, other of my business that can't pause no matter the circumstances I had to hire people to continue with them (helping children with homeworks and tutoring them on the subjects they're struggling with, making lunches and cleaning up, and transporting these kids back home) I had to hire people of each department unplanned plus medical expenses and travels to medical professions. I explained that to Chris one in the management department and made me believe that he sympathize and understand what is like for a small black business youth member to lose a rand but I was wrong I forwarded all the details and email application for reimbursement and attachments of medical expenses. Chris never looked my direction ever since I left his office, passing those lonely pizza till today he never replied back, contacted me or did anything since I came crying carrying all my tablets with me in the meeting held.

Debonairs staff I can't say I'm happy with the way You make our food which we ordered with our hard earned money to enjoy with our families

Firstly I ordered a small triple decker with extra cheese.

I just took the box nd went home.

Not knowing u gave me a crispy and hard to chew pizza and there was no extra cheese... Okay Fine I thought u made a mistake. I let it pass I ordered again online and the pizza was fine.

I ordered again u people gave me another biltong😕 I got mad but I ate it anyway

Yesterday I ordered online I was rushing to Port shepstone I came by, I paid and I quickly went out.

Just When I got here to give babies pizza I realised OH No this is pure nonsense. I could notice the Extra cheese but the way u made this pizza is like u were doing me a Favour as thou I begged for it its flat as thou u were out of flour I don't know. But these things u gave aren't even pizzas its [censored]. Had I seen this nonsense u gave me while I there you were gonna eat this [censored] yourselves.. I wasted my money. A whole R200 for 2 Large pizzas and then I got 2 flat pizzas with few bacon on top... Which deserves just R100☝️ Geez people

I'm never buying pizza at your place again.

U wanna know how Pizza is made. Go to Kokstad and other places far to teach cos you are clearly failung you don't know what you're doing

I have made an order on Uber Eats App. I Ordered Large Pizza Feast for 2 at a cost of R234. 90. The order was made @ 12: 30 on 13 January 2023. Debonairs Pizza Central accepted my order and prepared my order. I was only called after an hour to be told that they don't have one of the items in my order.

My issue is that at that time of the day I Had not eaten and was hoping to utilize the time to get something to eat because I am at work. I then called the shop and I was told by a rude cashier that there is nothing they can do bout it. What bout the waste of my time and the fact that I will have to wait over 24 hours to get my money back from Uber. Someone has to own up to this unprofessional service. The manager promised to call a regional person for advice but there was still no resolution. The manager came back to say that there is nothing they can do because they have not received the money. What about the inconvenience I had to go through. At this point I do not have any other money to get food. I will have to wait for Uber to reverse the money and that will take over 24 hours to occur. I am really not impressed by your staff at Rink street Central

I normally order food from Debonairs olievenhoutbosch plaza with a card purchase online, so I was shocked that yesterday I never ordered anything from them but I got a notification from my bank that my card was used to make a purchase at Debonairs olievenhoutbosch plaza without my permission as I never ordered anything, and even if they said I ordered something from them how come they never told me or communicate with me regarding the order as they usually do

I followed 3 steps on the scratch & win card but not yet received the voucher SMS only received closure about 3 stores to go to and link for any enquiry. My scratch card gave me ff unique code: UFJXXEEQ then it resulted with the photo I submitted below.

I bought the R208.80 triple decker topped pizza, labeled as order No. 150?, by 16:23 on 26 Nov 2022, at shop No.1 28 Voortrekker str Vereeniging CBD. My receipt invoice #: 179866

Delivery - delivery guy delayed the delivery of the pizza and returned to the store with the pizza with little effort to get ahold of me on delivery. The pizza was all over the place and cold in the box upon arrival.

Pizza - the pizza ordered was not the same as the pizza delivered to me. I ordered Chicken and Mushroom Triple Decker With Debonairs sauce and received something completely different.

Good day bought pizza online today. It was delivered In time but I received a burned pizza. It was my first online order so I don't think I'll order again. If is how you trained you employees to deliver burned food to customers, You deserve 1 star, poor service. Just wasted my money.

Date 20.12.2022

Order no 708

Inv# 670533

Location: debonairs pizza masingita mall in giyani

I bought a triple deck of R199 n get a voucher of R200, I got the voucher n it says I must go to Sandton n xchange the voucher and I stay in Pretoria, how Wil I go 2 Sandton to xchange a two hundred voucher, how much I'm I going to spend for transport for a voucher of R200 I think is not fair or debonairs team are playing with us cos now I'm stack with a voucher, can u please think of something abt this voucher so dt I can use it, in regards of a loyal costomer

Hi,

My email: [protected]@gmail.com

Debonairs email: [protected]@tlcrewards.com

Please assist:

I was misled by Debonairs, I consult with Debonairs Head Office in advance

On 3 Nov 2022 I've sent below email to Debonairs Head Office:

Afternoon Debonairs,

Just want to be clear, I did not yet buy the triple decker on the uber eats app

My question: I have credit on my uber account and want to use that to buy the triple decker pizza

Please confirm that I will receive the R200 sport voucher if I buy the pizza via the uber eats app?

Thank You

On 4 Nov 2022, Reply received from Debonairs Head Office:

Your request (#1195655) has been updated. To add additional comments, reply to this email or click the link below:

Zekhethelo Mtshali (Support)

4 Nov 2022, 09:03 GMT

Good Day Valued Customer,

Yes, you will be eligible for a sports store voucher when you purchase a Triple Decker pizza and receive a scratch card.

Kind Regards,

Debonairs Rewards

On 14 Nov 2022, Last email sent to Debonairs Head Office, Now they ignore my emails

Afternoon,

Please see ALL the Debonairs correspondence that I've had BEFORE the purchase

1.) I've asked, if I could use Uber to buy the Triple Decker and receive the R200 voucher? Debonairs Answer: YES

2.) I just need to send the slip via email. Which I did

3.) After I've purchased the Triple Decker and send you ALL the info as requested. Then you replied Triple Decker Topped

4.) PLEASE LOOK BACK IN ALL THE COMMUNICATION, NEVER EVER DID YOU EVER SAY "TOPPED''

5.) If you would have said "TOPPED" in the FIRST email then I would have bought the pizza DIRECTLY on the Debonairs app AND WOULD NOT have used my Uber credits

As you can clearly see, the ERROR is NOT on my side and need the scratch card and R200 voucher from you

Thank You

Chris

On Mon, Nov 14, 2022 at 9:47 AM Debonairs Pizza wrote:

##- Please type your reply above this line -##

Your request (#1195655) has been updated. To add additional comments, reply to this email or click the link below:

Zekhethelo Mtshali (Support)

14 Nov 2022, 07:47 GMT

Good Day Valued Customer,

Thank you for your email.

Please note that you need to have a unique code to do the entry and then receive your voucher.

Kind Regards,

Debonairs Rewards

Christopher X

7 Nov 2022, 07:53 GMT

Morning,

Please see in your previous reply that you ALSO JUST mentioned Triple Decker, ( Now you reply with Triple Decker Topped ), this is not my fault, I've communicated with Debonairs in advance to sort everything out ?

The Debonairs at Southern Centre Bloemfontein, also said they didn't received scratch cards from head office yet ?

Please forward the voucher code

Thank You

Chris

Zekhethelo Mtshali (Support)

7 Nov 2022, 07:17 GMT

Good Day Valued Customer,

Please note that you did not buy the participating product to qualify to get a sports store voucher.

Please see the qualifying criteria below.

Qualifying criteria:

• Participant is a permanent resident and/or citizen of the Republic of South Africa.

• Participant has a valid identity number.

• Participant is 18 years and older.

• Participants will need to buy a Debonairs Triple Decker Topped Pizza in order to receive a reward.

• Participants will have to have a valid proof of purchase.

• Participants must have a valid scratch card with a valid unique code.

Kind Regards,

Debonairs Rewards

Christopher X

4 Nov 2022, 12:16 GMT

Afternoon,

Thank You, Please find my slip attached in order to receive the R200 voucher, the Debonairs said they did not received the scratch cards?

Thank You

Chris

Attachment(s)

[protected]_125837.jpg

Zekhethelo Mtshali (Support)

4 Nov 2022, 09:41 GMT

Good Day,

A scratch card is a card with a section or sections coated in an opaque waxy substance which may be scraped away to reveal a symbol indicating whether a prize has been won in a competition.

You will receive it when you purchase the Debonairs Triple Decker pizza. It has a unique code at the back.

Kind Regards,

Debonairs Rewards

Christopher X

4 Nov 2022, 09:10 GMT

Morning,

What is a scratch card?

Zekhethelo Mtshali (Support)

4 Nov 2022, 09:03 GMT

Good Day Valued Customer,

Yes, you will be eligible for a sports store voucher when you purchase a Triple Decker pizza and receive a scratch card.

Kind Regards,

Debonairs Rewards

Christopher X

3 Nov 2022, 15:23 GMT

Afternoon Debonairs,

Just want to be clear, I did not yet buy the triple decker on the uber eats app

My question: I have credit on my uber account and want to use that to buy the triple decker pizza

Please confirm that I will receive the R200 sport voucher if I buy the pizza via the uber eats app?

Thank You

Zekhethelo Mtshali (Support)

3 Nov 2022, 14:41 GMT

Good Day Valued Customer,

Thank you for your email.

Kindly provide us with your mobile number and unique code so we can assist you further.

Kind Regards,

Debonairs Rewards

Christopher X

2 Nov 2022, 19:20 GMT

Hi Debonairs,

What code on the uber app receipt must I enter in order to claim the voucher?

Thank You

Chris

I ordered pizza with 2 1.5 litres coke and only one was delivered. I complained to the shop and online. My matter was never resolved. Now I received sms saying : Debonairs Pizza Customer Care Case CAS 2764530 X5L9S4 has been Resolved We thank you for your interaction. How was my case solved? Should I take this matter further seeing that my case has never being taken seriously and you mock me to my face saying you solved the matter without even paying back my money? Should I report this to be taken seriously. Because its an offence to lie to customer according to south Africa consumer rights

On numerous occasions I have placed orders from debonairs pizza stanger and I have waited for hours and not received any of my orders. I am very angry and disappointed. It takes more than 2 hrs to be delivered. Every time I call the store [protected] I am put on hold for approximately 1/2hr which is ridiculous. My kids go hungry to bed waiting for the delivery. The next day when I approach the store all they say is we apologize for the inconvenience further more they where extremely busy with orders. How many times is this going to happen. What is the way forward for a better service delivery to customers

I've placed an order at 18h52 of which the tracking app specifically stipulated that he will be arriving at 19h28.

I've made several calls to Debonnairs Wetton Circle and I've been given the run around after making several calls.

I've already paid for my order online, so there was no way of me even canceling. It was 20h28 and I still haven't received my order.

I'm disgusted, not only by the service received from the operators but by the the app indicating a time that was not even in place. I literally live 5mins away from the store. You're telling me it takes and hour to drive from there.

Pathetic. And I'm still waiting.

On the 23 Of October, I have ordered pizza with extra toppings on.

Double Jalapeno

Single cheese

On arrival the Pizza had 1 or 2 jalapenos on it and the cheese was not there.

It was supposed to come with the R200.00 voucher which I didn't receive.

Lodged a complaint on Sunday with no feedback received I even tried to call the store with no answer.

Only today 28th October I called the customer care complaints and they confirmed that they still haven't received response from the store and provided me with the case number.

Took the liberty upon myself and contacted the store where I spoke to the person by the name of Blessing and said he is a Store Manager. I explained to him, and he called Michael another Store manager.

Michael confirmed that they can't refund me due to company policy which I am not aware of because I don't have the product with me.

Where is customer service in all of this. Debonairs stop taking people for a ride and practice good customer service.