Terrible, Horrible Service

I am writing to formally express my extreme disappointment and frustration with the service I have received regarding my parcel.

My parcel has been incorrectly routed back and forth between the Vaal and Johannesburg since 14 August, and despite me noticing the misrouting and notifying your company, no meaningful assistance was provided. I have been waiting for this parcel because it contains a birthday gift for my husband, and the delay has completely ruined what was supposed to be a special occasion.

I have contacted your call centre numerous times, but unfortunately, I have not received any satisfactory assistance. Your WhatsApp support has been equally disappointing, with no effective resolution provided.

Today, after becoming understandably frustrated, I spoke to Ayanda. Unfortunately, her attitude was extremely cold and unhelpful. I was not even given the opportunity to speak to a supervisor. Instead, I was told that I could collect the parcel myself, but that I would not be reimbursed for the petrol expenses incurred as a result of your company's failure to deliver the parcel correctly.

I find this completely unacceptable. I paid for a delivery service, and I expect my parcel to be delivered to the correct destination within a reasonable timeframe. I should not have to spend additional money and time correcting an error caused by your company.

This entire experience has left me extremely disappointed and has seriously damaged my confidence in your service. Customers should not have to repeatedly chase a courier company for assistance when the tracking information clearly shows that the parcel has been misrouted.

I request that this complaint be escalated to a senior manager and that I receive a proper explanation for:

Why my parcel has been repeatedly misrouted since 14 August. Why my previous attempts to notify your company were not acted upon. Why your customer service channels have failed to resolve the matter. Why I was refused the opportunity to speak to a supervisor. What Buffalo/Baffalko intends to do to resolve this matter and compensate me for the inconvenience caused. I expect a prompt response and a proper resolution. Customers deserve better than this level of service.