NON EXISTENT CUSTOMER CARE IN THE LIGHT OF INEFFICIENCY

I sent 2 boxes with Fastway Couriers on Thursday 5 June 2026. The boxes should have been with the customer on Friday 6 June 2026. On 6 June only 1 box was delivered and the other was not. On Monday 8 June I queried this with the franchise holder that picked up the parcel and the feedback l got was that she doesn't know and nobody is helping her locate the parcel. I then informed her that one of my other customers was in possession of the box. I sent her a pic of the address on the box to show her that the correct address was on the box and that Fastway Couriers had dropped it off with the wrong customer. I gave the address and contact person's details the parcel to be collected and delivered to the correct customer. This transpired at 09h52 on Monday and since then nothing has been done to rectify this problem.

On Tuesday, 9 June at 07h29 I again contacted the local franchise holder and was told that she would check and let me know. I then received a message to say that instructions were left with the Ops Manager but no response was received. At 12h19 I asked what time is the deadline until this matter can be escalated and frankly I had to feel sorry for the local franchisee as she sound totally frustrated because her efficiency is based on a team that CANNOT DELIVER ON THEIR PROMISES LET ALONE A BOX AND THIS SUPPOSED TO BE A COURIER COMPANY. How inefficient must a company be before someone stands up and takes accountability. With the economic climate the way it is, can businesses like Fastway really survive with unacceptable service and Customer Care that is non existent.