They bolt away with your money!!!

I am lodging this complaint after receiving no follow-up from Bolt regarding a serious issue that affected my customer and my business.

1. The driver knowingly accepted a parcel he was not authorised to transport.

This was a ride-hailing trip, not a delivery trip. The driver knew he had no passenger, yet took the parcel anyway. If it was the wrong service type, he should have declined the trip and advised me to reorder via Bolt Send. He did neither.

2. The driver refused to complete the delivery.

The instruction was clear: Deliver the order to the client’s door inside her estate.

Instead, he attempted to leave the estate without delivering it. When questioned, he claimed he knocked on her garage door and “nobody answered.”

This was untrue. My client personally confirmed he never left his vehicle—she watched him stay seated the entire time.

3. This caused unnecessary stress for my client.

This was a R2,000 food order for a family gathering. She was forced to leave her home to fetch the food from security.

To maintain my business reputation, I had to personally compensate her with a R300 voucher from my own pocket.

4. Bolt’s response shifts blame to the customer.

Bolt rep**** stating I used the wrong service, and that the driver “followed procedure.” This ignores three critical facts: • The driver should not have taken the parcel. • He refused clear instructions. • He misrepresented his actions.

A driver cannot accept money for a service he is not authorised to provide, refuse to deliver, and then be defended as “following procedure.”

5. This is not acceptable.

Bolt cannot: • Take my money, • Accept a parcel their platform prohibits, • Deliver half a service, • And then absolve responsibility.

I request the following: 1. A full review of the incident. 2. Accountability for the driver’s actions. 3. A refund for the incomplete service. 4. Assurance this will not happen to other customers or businesses.

Bolt, this situation is not about a wrong booking — it’s about conduct, honesty, and basic accountability.