Shocking service and communication

We are the distributors of a kitesurfing brand in Cape Town. A shipment was sent to us from America before Christmas 2017. We receive a phone call telling us your shipment has arrived and is pre-cleared. Please pay x.

We pay x and then ask when it will be delivered only to be told sorry, it's still in London. A few days later with no communication we phone again and are told customs has our shipment and they don't know when we will get it. Fair enough. A week passes with zero communication again and we get in touch and are spun the same story. We are never once contacted to find out what the delay is.

Week 3 we contact again. I can recite our tracking number in our sleep at this stage. Now we are told, customs needs a commercial invoice. Fair enough. Why the hell didn't they phone as soon as they knew what was required? We send through the invoice and again hear nothing. After phoning in again for the countless 100th time we are told the goods customs are looking for are not on the invoice. Does FedEx even employ people who can read? We walk them through the invoice and identify these items.

Again no word after this. By now a month has gone by and we phone again to see where our shipment is. We are sent another invoice for double the amount of the first one. Again, we do FedEx's job for them and point out the error. They still don't know what is going on.

We have lost valuable business over the last month. FedEx is completely unprofessional. Has exactly zero communication s****s and is an extremely unreliable business.

I will never make use of them again and I am broadcasting to everyone I know to steer clear of them.

We wait to see if they can get this shipment to us before 2019.