Very Bad Experience for a First Time Client

I'm shocked at the level of Bad service we received from a Company that deals primarily with Clients on a daily bases for Shipping and Deliveries.

My Wife purchased Items through a Business in Secunda and had it shipped to Cape Town. The Seller assisted with a DSV tracking Number and confirmation of the collection for delivery to CPT.

As outlined in the DSV Tracker , the package was successfully collected 8th Jan 2019 and received at the CPT Branch on the 11th Jan 2019.

Based on the DSV Online Tracker [PAK1D ********** 9] , it was noted that the Package was "On Delivery" Friday 11th January @ 07:35am. Due to this , my Wife made plans to stay home that day [11 Jan 2019] so that she don't miss the delivery as our Home Address was stipulated as the delivery address.

Needless to say , no such package arrived that day. To her shock , the tracker was updated at 18:18 with a note "Delivery Failed" and at 18:23 updated with "Returned to Delivery Branch"

I managed to get through to the DSV Client Contact Centre and was advised that the Driver did not have enough time to deliver the Package [Strange as it was "On Route" as from 07:35am]

The Call Centre agent then advised that he was unable to make contact with anyone from DSV CPT and that i must contact them on Monday morning [14th Jan 2019]

So , Monday Morning [14th Jan 2019] i made contact with the DSV Call centre again at about 07:30am and asked for an update on the Package as i need to know if someone should be home to receive it.

The DSV Call Canter Agent said they he was unable to "locate" the package or provide details on the Status of the Package on their system and also can’t confirm if it was "on route" that Monday [14th Jan 2019]

He tried to make contact with the CPT team , but was unsuccessful.

I then said i would phone back later that day as i assume the driver still needed to "update" his paperwork. [who knows]

I called back later the day and was told the same story.

Again , my wife was Home on Monday 14th Jan 2019 as she didn’t want to miss the delivery.

I then called the DSV call Centre back after 5pm requesting that the Package NOT be delivered as no one would be home Tuesday 15th January, and that i will COLLECT the package at their CPT Depot.

The agent made notes, emailed, tried calling the CPT Offices [with no answer] and said that she has done everything she could, but i can phone back Tuesday Morning so to make sure the package is NOT taken out and delivered to the home address.

I called back at 07:38am on Tuesday 15th Jan 2019 and again repeated myself with the instructions NOT to deliver the Package to our home as my Wife will NOT be home to received it as she is back at work.

The agent again made notes and took down all the details [which was given over and over again to each agent] and said that she would make sure the CPT Branch contact me once the Package is ready for me to collect. This as there are "specialized" people that track these items within their warehouse and keep it one side for a walk in collections.

I felt at ease and informed my Wife that there was no need to stay home as this was now "resolved" and i would collect the package once they contact me that i was ready.

At 09:03 this morning [Tuesday 15th Jan 2019] i received a call from a DSV agent [which i missed as i was in a meeting , despite be informing the agent i spoke with the morning that i wont be available between 9am and 9:30am due to a planned meeting]

I called back within a few minutes and was told that the agent that called me was not at her desk and she would contact me back.

I called back again after 10:40am and spoke with the agent and was advised by her that "The Package has been booked out and is on route to your Home Address" [unbelievable service after I specifically asked to NOT delivery it to the house]

Shocked and speechless , i said thank you to the Agent and immediately informed my Wife about the changes, she then rushed home. [Online Tracker shows the Package was booked out at 08:03 15th Jan 2019, clearly no one looked at my instructions this morning]

She arrived home just after 9am and waited ... and waited .. and waited.

The packaged was delivered @ 13:40pm today [Tuesday , 15th Jan 2019]

I think you guys must seriously look at the CPT Depot and a better way in communicating with your drivers and people on the ground.

It was very frustrating not knowing when to expect the delivery or even to get a straight answer.

I personally had to call each time [waited on the phone for 20 minutes each time] for an update as the online Tracker had very little information.