NO COMMUNICATION, BAD SERVICE

I have send a shipment of medical supplies to my client in Pretoria on 2 July 2021. I was contacted by them yesterday as they haven’t received the delivery as at 13 July. I contacted the Dawn Wing toll free number and was informed that the truck was hijacked on 5 July with all goods lost.

My questions to them was: 1. Why was I not informed between 5 and 13 July ( 8 days) that this incident happened as they have a log of all shipments that were on that delivery vehicle. My situation now is that I have a hospital without the supplies they needed to proceed with eye operations on 14 July. My reputation is in jeopardy. I need to know : a. Why I wasn’t informed b. What are their internal procedure once there is a loss of goods due to hijacking 2. The value of the goods were 51520.00 as per invoice. How and how speedily will I be compensated for this loss as I have to procure stock.

Yesterday (13 July) at 3:30 I tried to arrange a overnight delivery to the Hospital in PTA but was told that I cant be assisted as It was after the cut of time. Trying to explain the situation did not even help, I even offered to meet the driver somewhere, just to ensure that stock can get to the Hospital, nobody even bothered to come back to me or tried to assist me. No help at all. NOTHING to support me. I have emailed the Executive team this morning , no reply from any of them.