Bad service from Fastway Couriers

I mailed this mail below to one of the bosses/managers and up to today no response.

I asked the Nelspruit branch to courier biscuits for me from Witbank to Nelspruit on the 21st of December. Myself and Henriette discussed that Fastway will pick it up on the Thursday (27th December) and deliver the same day because the Monday before Christmas won’t work, then it will just be at the warehouse in anyway till Thursday. Monday morning (24th Dec) Witbank branch contacted my mother and said that they want to pick up the biscuits. My mother then explained that I confirmed for the Thursday.

Thursday morning the guy picked up the biscuits and said to my mother that they are on their way to Nelspruit. My father asked if he must not sign anything and the guy said no. He showed my father the courier paper and asked if the address on the paper is correct and off they went. Friday morning the biscuits were still not in Nelspruit and I spoke to Chane at the Nelspruit branch. She said that the biscuits is in transit. But I won’t have it till the 2nd of January. (All the people ordered biscuits and every time I must tell them their biscuits are not coming, they must still wait) I asked her why and she said that there was not enough stock on the trucks and they are not going to drive if it is not full. (That is unacceptable, because how can they just decide that they are not driving. There are people waiting for their parcels) Could they not inform us and say that they are not going to deliver, must they still collect the parcels? I would have made another plan

Then this morning Henriette forwarded me a mail from Witbank that she received on the 27th Dec. She was on leave, I understand that. The mail then said that they can’t send the parcel because it is not going to fit in one box. They need 2 more labels. Then I phoned her and she said that the parcels is still in Witbank. I asked her to send the biscuits back to my mother and pay my money back. She said it is fine, she will do that.

My mother went to the Witbank branch this morning hoping they were open because no one answers the phone. The guy that was there said that the communication between the branches was not good. Anyway, eventually when he got his laptop on, on the computer it says that the biscuits are on their way, it is not at the branch. He said that I will receive it on the 3rd of January.

I can’t believe this is the service I received from a courier company and I am very disappointed. The communication between the branches, Henriette and Chane was terrible and no one know what is going on. Every time I get a different story. My mother said to me the Witbank branch is very dirty and does not look good at all.

I am really disappointed and really do not hope that other people goes through the same as me. I really do hope I get my biscuits tomorrow.

Well, my biscuits arrived and I am not happy at all. Please see the photos in the mail. Some of the Hertzoggies (Jam with Coconut) The jam ran out because of being too hot somewhere and ran all over some of the tins.

I can’t give this to the clients now. Shirley from Witbank put all the biscuits in a bag, because she did not hear anything from the Nelspruit branch. Not follow up, or phone them or phone me to ask if it is ok. Just do it. The guys carry this biscuits like there is a dead body in the bag and this is what I get. And yes, I saw when the guy took it out of the van. I will never ever make use of your services again, and maybe some potential clients also because the people will know about what I went through.

I am sorry to mail you like this but I am so unhappy and really do hope you see to your staff.