How do you stay in business?

I've had the displeasure of dealing with CCD Couriers twice as a result of Discovery Credit Card using them as courier service provider .

Please note that the issue I am describing below, occurred on both occasions that I dealt with them in delivering Discovery Cards. It is an absolute copy and paste of the 1st unfortunate contact I had with this company. So what happen is that they send a message notifying you of a date and time that delivery will take place. Mine was scheduled for 08:00 to 09:00. Then at 09:33 I received a message saying that they are experiencing delays and that an Agent will contact you soonest. At 11:30 I decided to call them seeing that NO agent contacted me. The call center operators, when they eventually answer, does not have a clue on how to resolve complaints and their only action is to ask you to hold the line whilst they phone the driver. The driver has the exact same response every time "He is in the area and will deliver it shortly" If you dare ask the question "why are you late" the reply is "it is those people at the office" or a shoulder shrug. "Those people at the office can actually also not answer this simple question.

This is now where it really gets fantastic dealing CCD.....when you try to lay a complaint with their customer service department. I made roughly 6 calls to them, only to reach their call center and dealing with operators firstly trying to find out who, or what, their customer service department is and then if they have crossed this hurdle they try and put you through...here you have to be really patient as all of these attempts (5 of them seeing that you get cut off) took roughly 45 minutes on the phone. They finally manage to put me through to someone in some sort of management position...the administrator...to whom I had to explain that I actually want to speak to a manager in the customer relations/complaints side of things. I got cut off...the next time they answered my call I was put through to the call center manager...to whom I also explained that I want to speak to a manager at customer relations.

Long story short, I eventually managed to get hold of someone that should be able to assist. Not that it helps seeing that there only solution are apologies and that they consider all good and well after your card has been delivered. (Check all the replies from CCD to people complaining here on Hellopeter, and there are a lot of complaints, it is a generic message that implies all is well if you receive your card)

Well, I did receive my card whilst struggling to get hold of someone at CCD, so they will now consider all is great again BUT This is now a matter of principle to me which I intend to take much further. I cannot stand poor service as a result of utter incompetence. THEREFORE I logged a formal complaint with Discovery Card about CCD Couriers' non existent customer service and the subsequent damage this might do to Discovery Clients. I was made aware that I am not the first person to complain about their courier service provider's service. Apparently this is now at a point where Management will review the agreement with CCD,

Hoping for a positive result of the SLA review, for the Clients and not so much for CCD Couriers.

And guess what...both times I experience the exact same