Missing items

 Good day Thobani,

Thank you for your feedback. We are sorry to hear that you are dissatisfied with the experience, and we take any allegation of missing items seriously.

To respond factually and fairly, we have reviewed the job file, including the documented inventory process completed at loading and delivery. Our records reflect that:

• A detailed inventory/receipt was completed at collection and again checked at delivery; and
• The items loaded and delivered were recorded as matching the inventory provided/confirmed at the time.

We also note that your concerns regarding delivery timing were raised. While delays can occur due to operational constraints (including fleet availability and routing), we acknowledge the frustration this caused—especially where clients are relocating and need essential items on a specific day.

Missing items allegationWith regard to the items you listed (bed leg elevators, a box, and a duffel bag):

• In terms of our Standard Trading Conditions, any list of goods / receipt (inventory) issued is regarded as final unless the Customer notifies us in writing within seven (7) days specifying items missing from the list (Clause 21), and claims must be notified within the required timeframes (Clause 14).
• The inventory process exists specifically to protect both the Customer and the Supplier by confirming what was handed over, what was loaded, and what was delivered.

At this stage, based on the signed/confirmed inventory record, we are not able to substantiate that the items were received into our custody but not delivered.Privacy concern

For clarity: our staff do not open sealed boxes or “search” through a customer’s personal belongings as a general practice. If any item is suspected to be packed incorrectly, the Customer’s presence and consent would be required to check a box. We do not support any conduct that breaches client privacy.

Next steps (so we can close this properly)If you would like us to re-check this matter once more, please email the following to ***:

1. Your job reference / invoice number;
2. The loading and delivery addresses and dates;
3. The missing items list with as much detail as possible (colour/brand/unique identifiers); and
4. A copy/photo of the inventory pages you received or signed (if you still have it).

If the information provided shows any discrepancy between what was recorded at loading versus delivery, we will escalate it internally immediately. If you prefer to take the matter further, you are advised to open a SAPS case and provide the case number for our records, so we can take the matter further internally with full assistance to the investigation.

We regret the inconvenience and frustration you experienced and will engage constructively on receipt of the above details.

Kind regards,
Complaints Department
Buzz Movers