Lack of customer service, follow-up and clarity on an online purchase I made on the 12th May 2020 with Hifi Corporation

I write this letter aggrieved by the lack of customer service, follow-up and clarity on an online purchase I made on the 12th May 2020 with Hifi Corporation. Not only am I still unclear of the whereabouts or if I will ever receive my parcel. I have also incurred financial expenses in following up and financial loss in terms of business due to these unexplained delays I made an online purchase with Hifi Corp (12th May 2020 at 9:12pm) Order number #*** for a HP Laptop & Printer combo SKU Number ***, expected delivery: 2 to 5 working days. To date, 25 May 2020 ( 14 days later) I have not received my parcel or any communication/follow-up or courtesy call from HiFi or FEDEX, despite my personal attempts to follow-up and trace my package. This an outline of the last 14 days…. 14th May 2020 (Day2) Out of eagerness I went to the Nelspruit HiFi Corp to find out when they would be expecting my parcel. I spoke to the Manager on duty Raymond Green, who was very helpful and assisted in tracing that the parcel. He advised me that the parcel was collected from the Middleburg branch and enroute Johannesburg - instead of Mbombela/Nelspruit (which is only 1hour 30 minutes away). I didn’t make too much of it as I assumed it was part of Fedex Route planning…. I decided to call Fedex Nelspruit (I spoke to Nomamo) to find out where and how long it would take to arrive in Nelspruit. She responded that my package was in jhb and enroute to Nelspruit. 15th May 2020 (Day3) I called the Fedex customer Care line***) at 9:29am , which was rather frustrating I may add, as I only got through to a consultant at 16:22 that day I spoke to the consultant and gave him my tracking number( HIFI***) and advised that my parcel would be dispatched on the 16th May and that I it should arrive in Nelspruit on the 17th May 2020 17th May 2020 (Day5) I popped into Hifi corp Nelspruit , hopeful to collect my parcel. Unfortunately, the parcel had not arrived. Mr Raymond Green tried to assist me by calling Fedex Nelspruit(he spoke to Nomzamo) to follow up. She then advised him that the parcel had still not arrived. 18th May 2020 (Day6) A little anxious … As I was already losing 5 days of business… I logged into the tracking App, it showed that the “parcel delivery successful.” – see below screenshot I immediately jumped in my car and drove to Hifi Corp Nelspruit certain to collect my parcel. To my disappointment the parcel was not there! I then drove to Fedex Nelspruit/ RTT hoping to collect my parcel there. On arrival I showed Nomzamo my tracking App, she then went to look for my parcel. She came back and informed me that there was no parcel for my attention. She checked on her system which reflected that the parcel was still in Fedex JHB. In my presence she tried contacting the Fedex JHB, but was not able to get hold of them. She then gave me the contact details of Erik Maboyani (JHB Fedex) dispatch person. – Cell number *** / Tel *** As soon as I left I called and got through to Erik – he then advised me that the parcel is in Nelspruit. Confused, I then responded and explained to him that I was at both the Fedex & HiFi Corp, in Nelspruit, and that Nomzamo at Fedex Nelpruit advised that the parcel is in Fedex JHB. Erik requested my tracking number to follow up , he then advised that he would call me shortly to give me feedback. Despite my attempts to contact Erik thereafter, To date (25 May 2020) Erik has failed to call me back or return any of my calls 20th May 2020 (Day 8) I once again called Fedex Customer Care and spoke to Matsapelo to explain my situation , confusion and frustration. I gave her my tracking number – she went onto the system to check where my parcel was. She explained that she could not find anything and that she would need to physically phone the people at the branch. She assured me that she would call me back in a few hours – to date she has not called me back 25 May 2020 (Day 14) I personally went to HiFi Corp and spoke to Raymond Green (who up to this point has at least attempted to assist and follow-up on each occasion) In my desperation and exhaustion of following up or gaining any clarity on the whereabouts of my parcel- I expressed my frustration and disgust due to the lack of service/ follow-up and customer service, in this process. In an attempt to once again assist me, Raymond phoned Zelda ( Middleburg branch Manager ) to inform her of my situation and my frustration, this was at about 10.20 am. She then requested the order number and assured Raymond that she would take it from here. She informed Raymond that she would personally follow-up and give me direct feedback, by latest Close of Business. I waited patiently up until 5pm and still have not received a call from Zelda Not only am I frustrated and disappointed by the lack service, follow-up and clarity throughout this process. I have spent my own resources (cellphone, petrol & time) , I have also lost out on additional 2 weeks of business to the value of R 60K …

Up to this point I haven’t been given any clarity or assurance of alternative solutions, compensation or refund.

This is an urgent & desperate plea for the delivery of my parcel!