ormal Complaint – Repeated Failed Deliveries and Business Losses

Dear DPD South Africa and Makro Team,

I am writing to formally raise a serious complaint regarding the repeated delays and failed deliveries by DPD South Africa.

Unfortunately, this has become a recurring problem. Orders are not being delivered to customers within the expected timeframe, and I continue to receive notifications indicating that deliveries could not be completed. The latest incident is yet another example of this ongoing issue.

This situation is having a serious impact on my business. My customers place orders expecting them to be delivered within the promised timeframe. However, when DPD fails to deliver, customers become frustrated and complain to me, leaving me to explain delays that are completely outside of my control.

More importantly, I am now **losing money because customers are cancelling their orders due to these delivery delays**. This is directly affecting my sales, customer relationships and business reputation.

I have previously raised concerns regarding the courier service, but unfortunately, the same problems continue. I cannot continue operating a business where customers are repeatedly disappointed because their parcels are delayed or not delivered as expected.

The latest affected parcel details are:

* **Courier:** DPD South Africa * **Parcel Reference:** MMLG*** * **Sender:** MASSTORES (PTY) LTD – MARKETPLACE

The notification confirms that the parcel could not be delivered and that another delivery attempt will be made. However, repeated delivery attempts do not resolve the underlying problem when customers have already been waiting for their orders and are losing patience.

I would like DPD to investigate and provide clear answers to the following:

1. Why are deliveries repeatedly failing? 2. Why are customers not receiving their orders within the expected delivery timeframe? 3. What is being done to prevent these repeated delays? 4. Who is responsible for ensuring that the correct delivery address and delivery instructions are followed? 5. What measures will be implemented to ensure that my future orders are delivered successfully and on time? 6. What specifically caused the latest failed delivery for parcel **MMLG*****? 7. When exactly can I expect this parcel to be delivered?

I am copying Makro into this complaint because these delivery failures are also negatively affecting the customer experience associated with marketplace orders. I believe both Makro and DPD need to be aware of the impact these recurring delivery problems are having on sellers and customers.

I respectfully request that this matter be **escalated to a supervisor or the relevant management team**. I would also appreciate a written response explaining what went wrong, what corrective action will be taken, and how similar incidents will be prevented in future.

I value my customers and want to provide them with a reliable service. However, I cannot maintain a positive customer experience when parcels are continuously delayed or unsuccessful deliveries are made without a satisfactory explanation.

I look forward to receiving **urgent feedback and a proper resolution**.