Buffalo Courier Services – Parcel “Delivered” to Wrong Address, Zero Accountability & Unacceptable Service

I received a notification at 09:08 on 17 March stating that my SHEIN parcel had been delivered. This is completely false.

I did not receive my parcel. The driver did not contact me prior to delivery, did not call when arriving at the location, and did not request any form of identification. There is absolutely no proof that this parcel was delivered to me or even to the correct address.

I immediately checked with everyone on the property, and no one has received anything on my behalf.

After contacting Buffalo, I was shockingly informed that my parcel was delivered to the WRONG address — despite my details being clearly captured on the system and confirmed telephonically. This is not a minor mistake; this is gross negligence and a complete failure to follow basic delivery protocol.

Since my first call at 09:35, I have spoken to three different consultants, and the experience has been nothing short of unacceptable: • I was repeatedly told that no managers or supervisors were available because they were “in meetings” for the entire morning. This is not an excuse — it reflects extremely poor management structure and lack of escalation processes. • Not a single consultant has access to the driver’s contact details. • I was told they must WAIT for the driver to make contact — meaning there is no real-time control or accountability over their own delivery staff. • I have been given a 24–48 hour turnaround time to resolve an issue that was caused entirely by Buffalo.

At 10:52, I received a call from a consultant named Kamo, who also failed to provide any resolution. I was then told that only a warehouse manager could assist further, yet conveniently, this person cannot be contacted until the next day.

From a legal standpoint, this situation is unacceptable.

In terms of the Consumer Protection Act (CPA): • I have the right to receive goods that are delivered to the correct address and in accordance with the agreed service. • A delivery marked as “completed” when it has not been received by the customer constitutes a failure to supply the service as agreed. • The responsibility remains with the supplier/courier until the goods are delivered to the correct recipient.

Buffalo has therefore failed to meet its obligations under the CPA.

So to summarise: A driver delivers a parcel to the wrong address, does not follow any delivery protocol, and disappears with no way to be contacted — and the customer is expected to wait 24–48 hours and rearrange their life around Buffalo’s incompetence.

I had already cleared my schedule on 17 March to receive this parcel, and now I am expected to do so again because of your internal failures.

To make matters worse, I was told that if items are missing or damaged, I will be refunded. This is not a solution. Refunding a small item (e.g. R55) does not compensate for the inconvenience, time wasted, or the additional cost of placing a new order which requires a higher spend.

This entire situation highlights: • A complete lack of professionalism • No accountability for drivers • Poor communication internally and with customers • No escalation process • No regard for customers’ time or convenience

This is unacceptable service.

If my parcel is not correctly delivered by tomorrow, I expect a FULL refund for my entire order — not partial refunds, not excuses, and not further delays.

At this point, it is clear that Buffalo prioritises pushing parcels out over ensuring they actually reach the correct customer.

I will not accept any further inconvenience due to your company’s failures.

Failing this, I will escalate the matter further through the relevant consumer protection channels, as this constitutes a clear breach of my rights as a consumer.

Buffalo needs to take accountability and urgently improve its service standards.