Poor Client Service
From a business perspective one would imagine that when you as the client open an account with a firm that the perception would be that the firm would take any/all duties and responsibilities away from you. Therefore allowing you more room on maintaining and running a business.
Today again is proof that we pay this firm, only to do their admin and run around in following up to confirm if they have indeed done what was instructed - for a service we pay for.
Delivery was supposed to be at a specific date, time and place. (this is not the first instance as there has been several others), where deliveries by this firm was either not done timeously or just not followed up.
Specific instructions, date and time was given to CourierIT to perform one simple instruction - deliver between the hours of 09:00 - 10:00. Instruction given on 02/11, parcel collected on 03/11. No reason for any delays, or misunderstanding it seemed.
Today at 14:42 an email was sent to CourierIt requesting confirmation of the delivery as the recipient had not received the parcel. We then traced the parcel online, and it was still not delivered. We had to as per usual find out why & where only to be told: "Please note that the driver advised that he a lot of overnight deliveries today therefore he was running late today"? Irrelevant as this does not form part and partial of our duties, or responsibility nor do we as clients need to know this as an after-thought. If this was preempted perhaps yes.
At no given point were we notified of the possible "late delivery" to the recipient, nor were we informed in advance as to the reasoning why it was not delivered at the time requested. Again - more than ample time was provided, and all contactable numbers are available.
Come month end, we are expected to pay our bills on time, but CourierIT cannot deliver on time?
We lost revenue as a result of incompetence (again today) and are not at all satisfied with the attitude and the nonchalant approach which was emailed to us on 16:28 today after we requested an update at 14:42 for a parcel which was supposed to be delivered at 09:00 / 10:00.
This is non complaince and we will not be held liable for any charges incurred in the late delivery of this parcel, as this is the norm within the 4 month period of the SLA.
The general attitude of the firm is, that we (the client) work for CourierIT and have to accept the tone of emails sent as this is apparently the culture within CourierIT, and still pay them.
We pay for a service, and expect delivery done on time, as requested else what is the point of dealing with CourierIT