TNT Fed Ex Express 2 day shipping paid for but its 15 days and I still don’t have it

1 Star because you cannot give 0.

14th July 2020 (2 day express shipping paid for.)

I got a packaged shipped internationally from Fex Express / TNT it was 2 day express shipping and it left on the 14th July 2020. This is where the service level from Fex Express became dismal. To say they have little to no communication is an understatement. I have never seen such bad service as well as false advertising in my life.

15th July 2020

The only reasonable communication can 1 day later On the 15th July where Tsholofelo Mufamadi from from Fex Express / TNT said I had to fill in custom documents. I filled them in and they were wrong. She sent me the wrong ones so she re emailed me the correct documents.

16th July 2020

I emailed them back on the 16th July. They then said they submitted it to customs and that there was a “24 to 72 hour turnaround time” making delivery by the 19th July.

This is where radio silence happened.

20th July 2020 (Still no delivery – 4 days delayed)

On the 20th I emailed them to ask where the package was. They then responded that it was detained. Then Mariza Diedericks emailed and said “Please note that their response T.A.T is 24-72 working hours, I will advise as soon as they have issued report” - Clearance Administrator Stops Department | TNT.

That meant shipment would be on the 23th July. Again I waited patiently.

27th July 2020 (Still no delivery – 11 days delayed)

No one contacted me until I again emailed them on the 27th July asking what is happening and emailed them that I see on the tracking site “Held Awaiting Payment Of Duties/taxes Or Charges By Receiver" If this is the case why has no one called me.

Mariza Diedericks then sends *** and email and says “Please refer to below e-mail from cnee and advise”

Thato Matsubane then responded ‘Please note parcel needs to be paid .

Lastly , @ COD team please assist client with invoice as parcel is in COD so we can OD parcel.”

28th July 2020 (Still no delivery – 12 days delayed) I receive a mail sent by Thato Matsubane - Receptionist/Operations Data Entry Clerk, With a generic email and no explanation on the services fees, vat or duties just two lump sumps.

I am not totally frustrated and request a detailed list as to what vat and duties I am paying for as it makes up about 45% of the acutal cost price of the items.

Tato then emails *** and says “Dear COD Team ,

Please see below request from client ,assist with all docs .”

I DI NOT RECEIVE ANY DETAILS AT THE TIME OF WRITING THIS EMAIL AND ITS 19:00 ON THE 28 July 2020.

As you can see from the email the urgency of their advertised 2 day express is non existent. They seem to not care to get this respolved in time and I will be looking at taking you to the Ombudsman as you are using deceptive, and false advertising of 2 day shipping.

You also have no regard for what is in the package or the urgency of the delivery as seen by you non responsiveness of your team. 12 days delayed and it would have been understandable if your company kept me up to date but that was too much too ask. Now I have a bill 45% worth of the the actual products, a lump sum invoice and no answers as to the break down.

This is a warning too all if it seems to good to be true it is and I would definitely suggest DHL in future at least the package arrives.