A Disappointing Experience of Poor Communication and Lack of Accountability

A Disappointing Experience of Poor Communication and Lack of Accountability

My experience with Fastway Couriers has been extremely disappointing and frustrating.

The expected delivery date for my parcel had already passed, which prompted me to contact Fastway to follow up on the delivery. On several occasions, I spoke to different customer service representatives and also engaged with their online chat service. During these interactions, I provided and confirmed my contact number to ensure that the courier could reach me and complete the delivery.

I was assured that my parcel would be out for delivery, and approximately a week ago, I was informed that it would be delivered. Despite these assurances, the parcel was ultimately returned to the sender without any communication, notification or explanation to me.

What makes this situation particularly concerning is that, when I followed up again, I was informed that my contact number appeared as "***" on Fastway's system. Both the Johannesburg and Klerksdorp call centres confirmed this. Bontle also informed me that there was no record of my previous calls or online engagements.

This raises serious concerns about Fastway's customer service records, its processes for updating contact details and its handling of customer enquiries.

I suspect this may have been a system error originating from the sender's platform. However, I had repeatedly contacted Fastway to provide and confirm my correct contact details. Why was the issue not corrected when I proactively followed up? Why was I assured that delivery would take place, only for my parcel to be returned without any notification?

This is particularly concerning because I experienced the exact same issue with a separate order from the same supplier destined for Cape Town. In that instance, his contact number was also reflected as "***" on the system. Fastway was contacted and followed up with to correct the details.

I subsequently did the same for my own parcel, yet the outcome was completely different and unacceptable.

This is not simply a case of a delayed delivery. I followed up because the delivery date had passed, made repeated efforts to ensure that the courier had my correct contact details, and was assured that delivery would take place. Despite this, my parcel was returned to the sender without any communication.

The consequences extend beyond inconvenience. This parcel affects my business and my relationship with the sender, and the failure to deliver has placed me in a difficult position with my clients.

I find it unacceptable that a customer can make multiple attempts to resolve a delivery issue, only to have the parcel returned without notification and then be told that there is no record of the very engagements made to resolve it.

Fastway needs to take accountability for what has happened, investigate the possible system failure and explain why the contact details were not corrected despite my repeated follow-ups.

I would caution other customers and businesses about my experience with Fastway Couriers. A courier service should provide reliable delivery, accurate communication and proper accountability, particularly when customers proactively follow up to resolve problems.

This experience has seriously undermined my confidence in Fastway's service. I hope Head Office takes this matter seriously and addresses the failures that led to this unacceptable outcome.