FedEx: The world on Sophies time.

At the time of this my wife is 37 weeks pregnant with our first child, the pregnancy has been awesome.. well that is until we had to deal with FEDEX and specifically Sophie Nkhabelane. 1) I placed my order from bigapplebuddy in early December, it arrived in Johannesburg on the 16th of December 2) I received an invoice from Mandla Ndamase on the 18th of December which based on my calculation incorrect 3) He directed me to Wayne Snyman. After a few emails with Wayne where we discussed the calculation, I supp**** relevant supporting documentation once we concluded requested approval of the amendment from Sophie on 28th of December via email 4) He received no response, I waited a few days due to it being New Years and started querying it again on the 11th of December, I called the call centre spoke to a call centre agent Rozelle Mckenzie who escalated the matter to her manager. Unfortunately Rozelle went off sick shortly after escalating but cared enough to call me sounding terrible to inform me she will be off for some time (I sincerely hope she's recovering well) 4) I called again on the 14th of January where the agent (who's name I've misplaced) managed to get the ever elusive Sophie on the line. Sophie gave a nothing apology (she just said she's sorry without explaining why it took almost 3 weeks to hear from her) and agreed to amend the quote and send it back to me. 5) Today (19 Jan 21) I spent a 1 h 3 min on the phone with Prudence Herling who tried her best to help me by calling everyone she could think of and all she could was a voucher of correction completed by Sophie where there is no correction (no seriously the amount before and after the correction is the same… You can’t make this stuff up)

I am not at a point of utter frustration. Sophie has shown me why she is so famous on hellopeter (see https://www.hellopeter.com/fedex-express for some of her greatest hits :)). The shame is for the rest of the people in the organisation who get painted with the same brush, the countless call centre agents who always treated me in a professional, competent, polite and caring manner in line with the company promise, for Wayne who took the time to discuss where the errors and did his best to rectify. Who do their part only to be blocked Sophie and her incompetence, she couldn’t care less which makes me question Brandley Johnson her manager who this matter was escalated to weeks ago but in this case I birds of a feather... As a person looking to import anything.. think twice before proceeding if the delivery partner is Fedex.