Unacceptable

Case / Ticket Number: *** I am lodging this complaint due to Bolt’s failure to properly handle a delivery and the lack of accountability thereafter. A parcel was handed to a Bolt driver for delivery. Upon arrival at the delivery address, the driver made no attempt to contact anyone and did not report a failed delivery. Instead, the driver retained possession of the parcel without authorisation. Bolt Support later advised that the parcel would be taken to their offices. Three days have now passed and the parcel has still not been returned, delivered, or accounted for. To make matters worse, I was advised that I may be required to pay to retrieve the parcel, despite the situation being caused entirely by the driver’s failure to communicate. I have refused this, as it is unreasonable to expect a consumer to pay to correct a service failure not caused by them. My attempts to resolve this through Bolt Support under ticket number *** have been unsuccessful. I have repeatedly received generic, templated responses that do not address the issue, and no meaningful escalation or resolution has taken place. This reflects: Failure to render services with reasonable care and diligence Failure to account for goods entrusted to the service Unfair conduct in attempting to impose additional charges I am requesting that Bolt: Immediately contact the driver and recover the parcel Return it to the original pickup address or deliver it as intended, at no cost to me Provide proper accountability and resolution on this case Should this remain unresolved, I will proceed with formal complaints to the Consumer Goods and Services Ombud and the National Consumer Commission.