1 reviews | Active since May 2012
Terrible customer service experience
Afrihost chose Courier IT to deliver my new routers, but unfortunately the place where I needed to enter my delivery address did not allow me to add my place of work, because the building does not have a street number as it is on a campus. So I put in my home address with the hope that I would get advanced notice of when my parcel would be delivered. But no, I received notice on the same day of the delivery and I work 40 minutes away from home.
I spent the whole morning using Courier IT's Whatsapp service to try to make alternative arrangements, but each time I finally reached an agent and they asked me to provide an alternative address, I would be reverted back to the AI chatbot and had to start over again. After three attempts of this, I finally got confirmation that the delivery address will be changed, only to be called this morning by the courier who is waiting by my house.
Fortunately, he said he would write the new address on the parcel and ensure it gets delivered to my workplace. I blame Afrihost for their limited address input system and Courier IT for really poor customer service, but I am actually impressed by the delivery drivers for both parcels, since they seem to be the only ones at the company who know what they are doing.
Thank you for sharing your experience. We sincerely apologise for the frustration and inconvenience caused by the difficulty in arranging an alternative delivery address and the repeated transfers back to the chatbot.We understand how disappointing it must have been to spend so much time trying to get assistance, only to still have the parcel sent to your original address. We are, however, pleased that the driver was able to accommodate the change and ensure that your parcel could be delivered to your workplace.We take your feedback regarding the customer service experience seriously and will use it to improve how we handle address-change requests and communication with our customers. We also appreciate you recognising the efforts of our delivery drivers.The customer will reach out to us directly so that we can assist further and work towards resolving the matter.Thank you for bringing this to our attention, and we apologise again for the inconvenience caused.Kind regards,
Customer Care Department.
Thank you for sharing your experience. We sincerely apologise for the frustration and inconvenience caused by the difficulty in arranging an alternative delivery address and the repeated transfers back to the chatbot.We understand how disappointing it must have been to spend so much time trying to get assistance, only to still have the parcel sent to your original address. We are, however, pleased that the driver was able to accommodate the change and ensure that your parcel could be delivered to your workplace.We take your feedback regarding the customer service experience seriously and will use it to improve how we handle address-change requests and communication with our customers. We also appreciate you recognising the efforts of our delivery drivers.The customer will reach out to us directly so that we can assist further and work towards resolving the matter.Thank you for bringing this to our attention, and we apologise again for the inconvenience caused.Kind regards,
Customer Care Department.