Unacceptable Customer Service Experience Received from Mohammed and Shaam from City Logistics

Item: City Logistics
Rating: 1
Author: Sindiswa N

I am writing to express my extreme dissatisfaction with the poor customer service I received from your team — specifically from an agent named Mohammed and a manager named Shaam.

On Tuesday, 30th of October, Mohammed contacted me to arrange delivery of my parcel. I clearly stated that I would be available on Thursday, 2nd of October, for delivery. Despite this, when I followed up on Thursday morning, I was told that the delivery date had been incorrectly captured. I was then informed the parcel had been "loaded for delivery" that same day — which gave me some hope the issue would be resolved.

However, the follow-up experience was a disaster. I had to keep calling in myself, as Mohammed repeatedly promised to call me back with feedback but never did. When I finally got through to him again, I was shocked to be told I was being "pushy" — this, after paying for my order and having to chase updates for hours. This was not only unprofessional, but completely inappropriate and dismissive.

I then requested to speak to a manager, expecting the matter to be taken seriously. Unfortunately, the manager, Shaam, was equally unhelpful. She couldn’t provide any clear information or an ETA for the driver, simply stating the driver "has a lot of deliveries" and "he’s assembling." This is unacceptable, especially considering the delays and miscommunication I had already endured.

This has been one of the worst customer service experiences I’ve ever had. I was not only failed by your team multiple times, but also disrespected in the process.

I expect an official apology, clarity on where my parcel is, and assurance that your team will be held accountable for this experience.

I hope to hear back from someone more competent and empowered to resolve this issue appropriately.

Helpful (0)

Replies (2)

Sindiswa N's updateReviewer Update

02 Oct 2025, 16:57

Shaam, just called and informed me that the driver would deliver my package within 45 minutes. She also mentioned that her shift ends at 17:00, implying that there would be no one available to assist me should the driver fail to deliver on time. This is highly unprofessional and leaves customers with no recourse in the event of service failure.

I called back to follow up, and Shaam claimed that the package had already been delivered — yet I have not received anything. This contradictory information and lack of accountability is extremely frustrating.

The way this matter has been handled is unacceptable. The delay tactics and dismissive attitude displayed by Shaam, who identified herself as a team leader, are deeply concerning. It raises serious questions about the level of service City Logistics finds acceptable from its management team.

This has been one of the worst service experiences I’ve encountered, and I strongly urge you to investigate this matter and ensure proper customer service standards are upheld. I also expect immediate clarification on the status of my delivery.

Sindiswa N's update02 Oct 2025, 16:57

Reviewer Update

Sindiswa N's updateReviewer Update

02 Oct 2025, 18:29

Thank you to Shaam for following through and ensuring the delivery was completed. I also appreciate her taking the time to personally confirm receipt on her private line.

Things didn’t start off on the best note, but I want to acknowledge that she really stepped up and handled things the way a manager should. In the end, it was delivered — and that matters.

Thanks again.

Sindiswa N's update02 Oct 2025, 18:29

Reviewer Update

Thank you to Shaam for following through and ensuring the delivery was completed. I also appreciate her taking the time to personally confirm receipt on her private line.

Things didn’t start off on the best note, but I want to acknowledge that she really stepped up and handled things the way a manager should. In the end, it was delivered — and that matters.

Thanks again.