Unacceptable Delivery Delays, Poor Customer Service and No Accountability

I am extremely dissatisfied and frustrated with the appalling service I have received regarding a parcel sent from Centurion to Kempton Park.

The parcel was collected on 9 October 2026, with an expected delivery date of approximately 13 October. The delivery was then rescheduled to 16 October, and now, unbelievably, it has been pushed back yet again to 22 October.

This is completely unacceptable. The parcel is destined for Amazon, and we operate as a business. These repeated and unexplained delays are not merely an inconvenience; they are affecting our business operations and resulting in lost revenue. Every additional day this parcel remains undelivered has real financial consequences.

What makes this situation even more frustrating is the complete lack of accountability and meaningful customer support. I have lodged a formal complaint on your website and contacted customer care multiple times. Each time, I am given the same unhelpful explanation: the parcel is apparently sitting on the warehouse floor in Johannesburg and simply needs to be transported to Kempton Park.

How can a parcel collected on 9 October, travelling such a short distance, still be sitting in a warehouse with its delivery date repeatedly pushed out? What exactly is preventing it from being dispatched, and why has nobody taken ownership of resolving this matter?

The customer service experience is equally unacceptable. There appears to be no escalation process, no alternative contact number, and no way to speak to a supervisor or manager. When I request to speak to someone with the authority to resolve the issue, I am told that this is not possible and that I must continue using the same customer care number, which merely results in emails being sent. Despite my repeated attempts and formal complaint, I have yet to receive any meaningful response or resolution.

This is not what customers should expect from a courier service entrusted with business-critical deliveries. Repeatedly changing delivery dates without resolving the underlying problem, while offering no effective escalation channel, demonstrates a serious failure in service delivery and customer care.

I demand the following:

Immediate escalation of this matter to a manager or someone with the authority to intervene. Urgent delivery of the parcel, rather than another automated rescheduling of the delivery date. A clear and honest explanation of why the parcel has been delayed repeatedly despite being at the Johannesburg warehouse. A formal response to my existing complaint, including an explanation of what will be done to address the financial impact on our business.

I am posting this on HelloPeter because the normal customer service channels have failed to provide any meaningful assistance. Customers should not have to resort to public complaints simply to get a parcel moved between warehouses.

This is completely unacceptable, and I expect action rather than another excuse or another revised delivery date.