Non existent service level

We switched Courier companies with the intent to find better service levels, but it seems that the lack of service level within this industry is a cultural one.

We opened our account mid March 2020 and we have been let down 3 times in a row, without reason as to why they cannot collect nor deliver on time. There is absolutely no service level and lack of communication in this firm and it seems as if it is "back yard" operation.

They don't provide any reason for no service, nor do they even bother collecting as requested by us.

We operate and manage a E-commerce site, and our clients expect deliveries as soon as possible, but one cannot rely on Dawn Wings service at all.

Our first attempt was to write an email to them wherein we expressed our disgust and the loss of income they cost us when deliveries are not done on time, and guess what??? To date, no one had the courtesy of apologising for the lack of service level during the quiet times (lock down level 5) as an essential service.

Come month end they are extremely efficient when it comes to producing a statement, as that is what everyone in South Africa is after - money. Forget the service level and the signed SLA.

A friendly warning to never make use of their services as they are ***********, and unreliable.