Service Charge...? What Am I Paying For...?

Today, my colleagues and I would like have western for lunch. We then remembered that Delifrance provides Delivery Service. From the leaflet, the foods look tempting and one of us started calling their Delivery Service Hotline at 6339 6363. However, that was our first and last time contacting that hotline as we are disappointed service rendered by them. 


Let me share with you the sequence of event; 
1.59pm
My colleague called Delifrance to purchase our orders. Our order lists are as follow; 

01 Soup of the Day $4.50.
01 Beef Lasagne $14.50
02 Seafood Bake Rice $27.00
01 BF Wing (6 pcs) $6.90

2.30pm
It was within 30 minutes our food arrived. The food were delivered hot. But when opened up the plastic bag, we realized the soup spill from the plastic container and went into the beef lasagne. There is also shortage of one seafood bake rice.

2.32 pm

I called the hotline to feedback that soup spill and shortage of one order.The Customer Service Officer advised me to call another number at 6342 4112.

2.34 pm

I then called 6342 4112 and spoken to Duty Personnel Mr Gary. He sounded friendly and apologetic. He also added would arrange his team to deliver the food immediately.

3.32 pm

I called Delifrance again to enquire how long am I be expecting the food to arrive. I was informed by the Customer Service Officer, Ms Norliah that the delivery team already on his way together with complimentaries. (Lapse of 58 minutes from the time I reported at 2.34pm) 

3.41pm

I called Delifrance again and this time, Ms Wati attended to me. She put me on hold for around 2.5 minutes. She then informed that she will checked regards to this matter.

3.45pm

I called Delifrance to inform Customer Service Officer Ms Wati that the food has to arrive before 4.00 pm. I also highlighted to her that at 4.00 pm onward, I will not be able to collect the item as I am engaged with crisis simulation exercise. 

4.01pm

I received a call from Delifrance's Customer Service Officer, Ms Wati. But I unable to attend to the call cause the exercise simulation has started. 

5.32pm

I called Delifrance again and spoken to Ms Wati. She mentioned earlier she called was to clarify on the delivery. She then realized that by then I am already busy to attend to her call/clarifications. She apologized for the delay. Reason given it was due to rain. She enquires if I mind to wait for another 30 minutes. (Lapse of 1hr 51 min from 3.32pm).

6.01pm

Finally, the food arrived. When I asked the delivery lady what does the bag contain, she replied rudely “I don’t know, I just come and was told to deliver”.

The complimentary

My concerns are;

(1) What am I paying the service charge of 10% for?

   - I waited more than 2 hours for a seafood bake rice and soup. 

(2) Customer Service Officer fail to update customer. 
 - I called several times to check on update but not one from the conversation mentioning there will be a delay due to rain. I do understand that was for the safety reason of the riders. Still the Customer Service Officer need to update customers

(3) Poor Customer Service? 

- "I don't know, I just come and was told to deliver". The delivery lady was defensive and unprofessional in handling customer queries.