Frustrating courier services

I ordered a set of wigs on an online vendor. A Store to Door Shipment was created on 6 September 2025, with tracking waybill assigned.

Delivery was estimated 9 September 2025. Delivery date came and passed, with no communication as to delays from said courier. I followed up on the following Monday, with little assistance. I was told that the parcel was still en route. I then requested that the parcel be rerouted to a different address as I would not be available at the original address. Call centre agent changed the address and advised the parcel would be delivered within the same week.

A week later I had not received my parcel. I called in to follow up and was advised that the call centre agent had not actioned my request and I changed the address again. A week following that, I still had not received my parcel. I have to call in to the call centre multiple times to get assistance, and been given the endless runaround. I was put into contact finally with the Rustenburg branch Manager, Donnie van Tonder, on 7 October 2025. This was a month after delivery of my parcel was supposed to take place. We spoke telephonically after which he would look into my inquiry. That was 8 October 2025. I had to follow up further on my own accord, for 2-3 days, only after which he let me know that there was a mix up with my parcel, the incorrect sticker had been put on the parcel and it was lost. This meant that I would need to request a formal claim. He sent through the required forms, which I completed. Forms were sent 13 October 2025.

20 October I called to find out if there were any updates. Only then did I find out that the claim refund process takes 2 weeks. In all of the communication that had happened, was this communicated to me.

On 3 November 2025, I call him again to find out about the status and still, I am given stories that he has to follow up on my request.

The wigs I had ordered were for an event that has long passed. I have received little to no updates upfront regarding the status of my parcel initially and leading up to the refund / claim. Highly frustrated at the level of service I have received to date from the call centre agents and the manager himself. It has been over 2 months and really should have received a speedy closeout to an issue that was created by their inefficiency.