eB
ethel B
1 reviews | Active since Sept 2013
04 Aug 2026, 17:49
Terrible courier services of Cape union Mart
In-Store Fulfillment Options: For physical outlets with limited stock space (such as Eastrand Mall), systems should be improved to allow seamless click-and-collect orders delivered directly to the store for customer pickup. Future Intentions: Based on this grueling experience over the past two days, I will not be utilizing Cape Union Mart's online ordering platform in the future. Furthermore, I intend to share this experience publicly on consumer platforms (such as HelloPeter) to warn other patrons and spare them similar frustration. I trust management will review this matter seriously, address the conduct of the contracted courier personnel, and implement necessary improvements to your online fulfillment operations. Contact Information: Name: Mrs. Ethel Gloria Beukes Location: Boksburg, South Africa
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ethel B's updateReviewer Update
04 Aug 2026, 17:51Formal Customer Complaint Document
TO: Cape Union Mart Customer Service Management
FROM: Mrs. Ethel Gloria Beukes
DATE: August 4, 2026
SUBJECT: Formal Complaint Regarding Poor Courier Delivery Service and Customer Experience
1. Incident Overview
I am writing to formally log a serious complaint regarding an unacceptable delivery experience involving an online order placed with Cape Union Mart.
The primary reason for utilizing your online platform was to purchase Skechers footwear that was advertised online, as visiting the local outlet at Eastrand Mall was unsuccessful due to stock limitations at that branch. Unfortunately, the subsequent delivery process handled by your courier partner has been exceptionally disappointing.
2. Detailed Chronology of Events
First Delivery Attempt (Yesterday): The courier service claimed they were unable to locate our residential address. This is entirely unfounded, as the complete address was explicitly and accurately provided during the checkout process on the Cape Union Mart website, and our location is easily accessible via Google Maps. Furthermore, the driver failed to make a single phone call to my provided mobile number to request directions or clarification.
Second Delivery Attempt (Today): Following a rescheduling request for today’s delivery, I received an automated notification this morning at approximately 09:00 AM stating that the package was out for delivery. I remained at home the entire day to ensure receipt of the parcel.
The Incident at the Gate: At approximately 02:30 PM, I briefly stepped out—just around the corner—to drop off my domestic worker for her taxi. During this brief window, the driver arrived at the residential gate. I immediately answered his phone call, informed him that I was just around the corner dropping off an employee, and requested that he wait briefly as I would be back momentarily.
Lack of Professionalism and Abandonment: Upon my return just minutes later, the driver had departed without waiting. I waited outside the gate for half an hour in anticipation of his return, but he did not come back.
3. Issues with Courier Conduct and Customer Service
Unresponsive Customer Support: I contacted customer service at 03:30 PM to address the situation. I did not receive a response until 04:45 PM, wherein I was simply provided with an automated apology and a case reference number.
In-Person Driver Conduct: On a previous occasion when a delivery was successfully completed, the driver’s conduct was entirely unprofessional. Upon being greeted with a polite "good day," the driver failed to acknowledge the greeting, responded rudely ("what's the exit number"), and displayed unpresentable manners.
Contrast with Industry Standards: In comparison, alternative courier services (such as The Courier Guy or Pudo) consistently provide superior service, utilizing locker systems or home delivery while going the extra mile to contact customers directly via telephone.
4. Constructive Recommendations & Consumer Impact
Given the financial investment customers make when shopping online, the standard of delivery service provided by your current partner falls severely short of acceptable retail expectations.
Courier Partner Evaluation: Cape Union Mart should strongly consider partnering with more reliable, communicative courier networks to protect the brand's reputation and customer loyalty.
In-Store Fulfillment Options: For physical outlets with limited stock space (such as Eastrand Mall), systems should be improved to allow seamless click-and-collect orders delivered directly to the store for customer pickup.
Future Intentions: Based on this grueling experience over the past two days, I will not be utilizing Cape Union Mart's online ordering platform in the future. Furthermore, I intend to share this experience publicly on consumer platforms (such as HelloPeter) to warn other patrons and spare them similar frustration.
I trust management will review this matter seriously, address the conduct of the contracted courier personnel, and implement necessary improvements to your online fulfillment operations.
Contact Information:
Name: Mrs. Ethel Gloria Beukes
Location: Boksburg, South Africa
TO: Cape Union Mart Customer Service Management
FROM: Mrs. Ethel Gloria Beukes
DATE: August 4, 2026
SUBJECT: Formal Complaint Regarding Poor Courier Delivery Service and Customer Experience
1. Incident Overview
I am writing to formally log a serious complaint regarding an unacceptable delivery experience involving an online order placed with Cape Union Mart.
The primary reason for utilizing your online platform was to purchase Skechers footwear that was advertised online, as visiting the local outlet at Eastrand Mall was unsuccessful due to stock limitations at that branch. Unfortunately, the subsequent delivery process handled by your courier partner has been exceptionally disappointing.
2. Detailed Chronology of Events
First Delivery Attempt (Yesterday): The courier service claimed they were unable to locate our residential address. This is entirely unfounded, as the complete address was explicitly and accurately provided during the checkout process on the Cape Union Mart website, and our location is easily accessible via Google Maps. Furthermore, the driver failed to make a single phone call to my provided mobile number to request directions or clarification.
Second Delivery Attempt (Today): Following a rescheduling request for today’s delivery, I received an automated notification this morning at approximately 09:00 AM stating that the package was out for delivery. I remained at home the entire day to ensure receipt of the parcel.
The Incident at the Gate: At approximately 02:30 PM, I briefly stepped out—just around the corner—to drop off my domestic worker for her taxi. During this brief window, the driver arrived at the residential gate. I immediately answered his phone call, informed him that I was just around the corner dropping off an employee, and requested that he wait briefly as I would be back momentarily.
Lack of Professionalism and Abandonment: Upon my return just minutes later, the driver had departed without waiting. I waited outside the gate for half an hour in anticipation of his return, but he did not come back.
3. Issues with Courier Conduct and Customer Service
Unresponsive Customer Support: I contacted customer service at 03:30 PM to address the situation. I did not receive a response until 04:45 PM, wherein I was simply provided with an automated apology and a case reference number.
In-Person Driver Conduct: On a previous occasion when a delivery was successfully completed, the driver’s conduct was entirely unprofessional. Upon being greeted with a polite "good day," the driver failed to acknowledge the greeting, responded rudely ("what's the exit number"), and displayed unpresentable manners.
Contrast with Industry Standards: In comparison, alternative courier services (such as The Courier Guy or Pudo) consistently provide superior service, utilizing locker systems or home delivery while going the extra mile to contact customers directly via telephone.
4. Constructive Recommendations & Consumer Impact
Given the financial investment customers make when shopping online, the standard of delivery service provided by your current partner falls severely short of acceptable retail expectations.
Courier Partner Evaluation: Cape Union Mart should strongly consider partnering with more reliable, communicative courier networks to protect the brand's reputation and customer loyalty.
In-Store Fulfillment Options: For physical outlets with limited stock space (such as Eastrand Mall), systems should be improved to allow seamless click-and-collect orders delivered directly to the store for customer pickup.
Future Intentions: Based on this grueling experience over the past two days, I will not be utilizing Cape Union Mart's online ordering platform in the future. Furthermore, I intend to share this experience publicly on consumer platforms (such as HelloPeter) to warn other patrons and spare them similar frustration.
I trust management will review this matter seriously, address the conduct of the contracted courier personnel, and implement necessary improvements to your online fulfillment operations.
Contact Information:
Name: Mrs. Ethel Gloria Beukes
Location: Boksburg, South Africa
eB
ethel B's update04 Aug 2026, 17:51
Reviewer Update
Formal Customer Complaint Document
TO: Cape Union Mart Customer Service Management
FROM: Mrs. Ethel Gloria Beukes
DATE: August 4, 2026
SUBJECT: Formal Complaint Regarding Poor Courier Delivery Service and Customer Experience
1. Incident Overview
I am writing to formally log a serious complaint regarding an unacceptable delivery experience involving an online order placed with Cape Union Mart.
The primary reason for utilizing your online platform was to purchase Skechers footwear that was advertised online, as visiting the local outlet at Eastrand Mall was unsuccessful due to stock limitations at that branch. Unfortunately, the subsequent delivery process handled by your courier partner has been exceptionally disappointing.
2. Detailed Chronology of Events
First Delivery Attempt (Yesterday): The courier service claimed they were unable to locate our residential address. This is entirely unfounded, as the complete address was explicitly and accurately provided during the checkout process on the Cape Union Mart website, and our location is easily accessible via Google Maps. Furthermore, the driver failed to make a single phone call to my provided mobile number to request directions or clarification.
Second Delivery Attempt (Today): Following a rescheduling request for today’s delivery, I received an automated notification this morning at approximately 09:00 AM stating that the package was out for delivery. I remained at home the entire day to ensure receipt of the parcel.
The Incident at the Gate: At approximately 02:30 PM, I briefly stepped out—just around the corner—to drop off my domestic worker for her taxi. During this brief window, the driver arrived at the residential gate. I immediately answered his phone call, informed him that I was just around the corner dropping off an employee, and requested that he wait briefly as I would be back momentarily.
Lack of Professionalism and Abandonment: Upon my return just minutes later, the driver had departed without waiting. I waited outside the gate for half an hour in anticipation of his return, but he did not come back.
3. Issues with Courier Conduct and Customer Service
Unresponsive Customer Support: I contacted customer service at 03:30 PM to address the situation. I did not receive a response until 04:45 PM, wherein I was simply provided with an automated apology and a case reference number.
In-Person Driver Conduct: On a previous occasion when a delivery was successfully completed, the driver’s conduct was entirely unprofessional. Upon being greeted with a polite "good day," the driver failed to acknowledge the greeting, responded rudely ("what's the exit number"), and displayed unpresentable manners.
Contrast with Industry Standards: In comparison, alternative courier services (such as The Courier Guy or Pudo) consistently provide superior service, utilizing locker systems or home delivery while going the extra mile to contact customers directly via telephone.
4. Constructive Recommendations & Consumer Impact
Given the financial investment customers make when shopping online, the standard of delivery service provided by your current partner falls severely short of acceptable retail expectations.
Courier Partner Evaluation: Cape Union Mart should strongly consider partnering with more reliable, communicative courier networks to protect the brand's reputation and customer loyalty.
In-Store Fulfillment Options: For physical outlets with limited stock space (such as Eastrand Mall), systems should be improved to allow seamless click-and-collect orders delivered directly to the store for customer pickup.
Future Intentions: Based on this grueling experience over the past two days, I will not be utilizing Cape Union Mart's online ordering platform in the future. Furthermore, I intend to share this experience publicly on consumer platforms (such as HelloPeter) to warn other patrons and spare them similar frustration.
I trust management will review this matter seriously, address the conduct of the contracted courier personnel, and implement necessary improvements to your online fulfillment operations.
Contact Information:
Name: Mrs. Ethel Gloria Beukes
Location: Boksburg, South Africa
TO: Cape Union Mart Customer Service Management
FROM: Mrs. Ethel Gloria Beukes
DATE: August 4, 2026
SUBJECT: Formal Complaint Regarding Poor Courier Delivery Service and Customer Experience
1. Incident Overview
I am writing to formally log a serious complaint regarding an unacceptable delivery experience involving an online order placed with Cape Union Mart.
The primary reason for utilizing your online platform was to purchase Skechers footwear that was advertised online, as visiting the local outlet at Eastrand Mall was unsuccessful due to stock limitations at that branch. Unfortunately, the subsequent delivery process handled by your courier partner has been exceptionally disappointing.
2. Detailed Chronology of Events
First Delivery Attempt (Yesterday): The courier service claimed they were unable to locate our residential address. This is entirely unfounded, as the complete address was explicitly and accurately provided during the checkout process on the Cape Union Mart website, and our location is easily accessible via Google Maps. Furthermore, the driver failed to make a single phone call to my provided mobile number to request directions or clarification.
Second Delivery Attempt (Today): Following a rescheduling request for today’s delivery, I received an automated notification this morning at approximately 09:00 AM stating that the package was out for delivery. I remained at home the entire day to ensure receipt of the parcel.
The Incident at the Gate: At approximately 02:30 PM, I briefly stepped out—just around the corner—to drop off my domestic worker for her taxi. During this brief window, the driver arrived at the residential gate. I immediately answered his phone call, informed him that I was just around the corner dropping off an employee, and requested that he wait briefly as I would be back momentarily.
Lack of Professionalism and Abandonment: Upon my return just minutes later, the driver had departed without waiting. I waited outside the gate for half an hour in anticipation of his return, but he did not come back.
3. Issues with Courier Conduct and Customer Service
Unresponsive Customer Support: I contacted customer service at 03:30 PM to address the situation. I did not receive a response until 04:45 PM, wherein I was simply provided with an automated apology and a case reference number.
In-Person Driver Conduct: On a previous occasion when a delivery was successfully completed, the driver’s conduct was entirely unprofessional. Upon being greeted with a polite "good day," the driver failed to acknowledge the greeting, responded rudely ("what's the exit number"), and displayed unpresentable manners.
Contrast with Industry Standards: In comparison, alternative courier services (such as The Courier Guy or Pudo) consistently provide superior service, utilizing locker systems or home delivery while going the extra mile to contact customers directly via telephone.
4. Constructive Recommendations & Consumer Impact
Given the financial investment customers make when shopping online, the standard of delivery service provided by your current partner falls severely short of acceptable retail expectations.
Courier Partner Evaluation: Cape Union Mart should strongly consider partnering with more reliable, communicative courier networks to protect the brand's reputation and customer loyalty.
In-Store Fulfillment Options: For physical outlets with limited stock space (such as Eastrand Mall), systems should be improved to allow seamless click-and-collect orders delivered directly to the store for customer pickup.
Future Intentions: Based on this grueling experience over the past two days, I will not be utilizing Cape Union Mart's online ordering platform in the future. Furthermore, I intend to share this experience publicly on consumer platforms (such as HelloPeter) to warn other patrons and spare them similar frustration.
I trust management will review this matter seriously, address the conduct of the contracted courier personnel, and implement necessary improvements to your online fulfillment operations.
Contact Information:
Name: Mrs. Ethel Gloria Beukes
Location: Boksburg, South Africa