Buffalo Courier and their disrespectful staff

It was my first time ordering with Shein in China, my parcel didn’t arrive and I received a message on their app saying my deliver failed and I need to contact the courier company asap because they might ship the parcel back to the sender.

I made many attempts to call and I finally got through to Buffalo Couriers and I spoke to Crescentia. Cresentia took my tracking number and then told me that my parcel was hijacked, I asked why did Shein say that my delivery failed and I wanted to know if Shein is aware of the hijacking, she said yes they are aware. It sounded odd to me because Shein messaged me saying that my parcel might get returned to them if I don't make other arrangements. I asked Cresentia to send me an email about the hijacking, and I asked her how can I contact Shein and she said I must do it on the app, she wasn't helpful at all and she seemed as though she just wanted to get rid of me.

I received the email from her with a form for the refund for the taxes I paid when the package reached SA, I filled in the form and I asked Cresentia to please respond if she received it, and she didn't respond to not one email of mine, knowing that it is a long and lengthy process for me to call in again, she did not bother to assist me further.

I then had to call in again two days later because I wasn't getting a response, I finally got through to Crescentia. Cresentia took my tracking number and then told me that my parcel was hijacked, I asked why did Shein say that my delivery failed and I wanted to know if Shein is aware of the hijacking, she said yes they are aware. It sounded odd to me because Shein messaged me saying that my parcel might get returned to them if I don't make other arrangements. I asked Cresentia to send me an email about the hijacking, and I asked her how can I contact Shein and she said I must do it on the app, she wasn't helpful at all and she seemed as though she just wanted to get rid of me.

I received the email from her with a form for the refund for the taxes I paid when the package reached SA, I filled in the form and I asked Cresentia to please respond if she received it, and she didn't respond to not one email of mine, knowing that it is a long and lengthy process for me to call in again, she did not bother to assist me further.

I then had to call in again two days later because I wasn't getting a response, Finally I got through to an agent Daniella. I gave Daniella my tracking number and I asked her why Cresentia hasn't responded to my emails? I explained to her that I have to take time off work to sort this out and yet they had misplaced my package. I told her that I cannot request a refund on the Shein app because I didn't receive the parcel, and the Shein app only allows me to request a refund if I am exchanging. I told her that I need their help because this initially was the courier's fault. All she could say was that I need to contact Shein. I asked her to speak to her manager, she said her manager was busy. I asked her to get her manager to call me, she said okay she will. I told her that I am not happy about the fact that they have misplaced my package and now I have to do all the running around and it is costing me because I don't know what to do in this case. I told her that I am going to take this to HelloPeter and she went on saying that I can go ahead with a terrible attitude. Daniella said that if I have an issue I need to contact Shein and she put the phone to the side and I kept saying hello hello, and in the background Danielle and her friends were laughing and after about 30 seconds she just cut the call on me.

I am very disappointed about how I have been treated as a customer. I want to raise this as a complaint and I would like to know how this can be investigated further as I am now dealing with a international company "Shein", and the local company who initailly lost my package "Buffalo Courier" is refusing to step in an assist me with regaining my package. I am not sure if Shein is even aware that my package has been hijacked because they messaged me saying delivery failed and I haven't even received contact from them as well.

I want to take this up legally and I also want to raise a complaint about the way I have been treated by Buffalo Couriers staff Cresentia and Daniella, this is very, very, very disturbing and disgusting behaviour, to think they are trained to lie and say they will get their manager to call me and they think they can get away with it, or to put the phone to the side while a customer is asking for their help and laugh about it. They have treated me disrespectfully and they have not gone out of their way to give me the best customer service possible. They have disrespected me and disregarded me as a customer, and refused to intervien in a matter that had arisen because of their company.