Poor Service, Assistance and Feedback

I booked a collection and delivery request with TNT on 2019-02-11 via their online portal.

After I made the booking on the portal, I called the call centre immediately to advise that we will need them to take one of their large sealable envelopes with, as we were sending documents and the person who has the documents, does not have their courier envelope.

The call centre apparently relayed this message to the courier person, but he arrived at about 18:30 without the envelope. I tried to find out during the course of the day when the documents will be collected, but each time I was given a more vague answer, none of which included, 18:30. Waaaaaaaaaaaaaaaaay out of business hours and no arrangement made to say that the courier will be collecting it that late. All that happens when you call the call centre, is that you get transferred from one person to the next and only when you lose your temper will they assist you rather than transfer you. I was even transferred to the so-called call centre manager to resolve the issue, but the phone just rang until finally the call cut out. As the courier did not have the proper envelope with him, the lady he was collecting from refused to give it to him.

I have placed my complaint with our "account manager" as well, and to this day I am waiting for feedback on the matter.

The document was collected on 2019-02-13, again the courier arrived without the envelope, but we needed to get the document to Botswana rather urgently and had to send it in a normal envelope. The depot manager spoke to the lady that they were collecting from and ensured her that he would put it into an envelope and have it delivered by 2019-02-14.

The package was only received today in a plastic envelope, which does not really protect documents, and this after it was clearly stated to them that it was a really urgent document.

To anyone who is looking for an international courier, don't join TNT. You will just have endless headaches! And they are supposedly part of FedEx.