FORMAL COMPLAINT: TEMU / GFS – FAILED DELIVERY AND LACK OF CUSTOMER SUPPORT

I am lodging a formal complaint regarding the handling of my Temu order and the conduct of the courier responsible for delivering it.

Yesterday, I was informed that my Temu package would be delivered before 17:00. I was home and available for the entire day specifically to receive this delivery.

The delivery did not take place.

I have subsequently received notifications stating that the package could not be delivered. This is extremely concerning because there was no genuine attempt to contact me or deliver the package.

I have gone through my phone's call history and checked every number I did not recognise from yesterday. None of these calls came from Temu, GFS, or the delivery driver/courier responsible for my parcel. The unidentified calls were from Clientele Life. I therefore have no evidence that the courier even attempted to contact me.

I also attempted to contact the relevant parties myself and sent an email to Temu regarding the problem. Despite my attempts, I have received no meaningful assistance or explanation.

It is now Sunday morning, and I am still trying to resolve a delivery problem that should never have occurred.

I want to know:

- Why was my parcel marked as unable to be delivered when I was home all day? - Where is my parcel currently? - Why did the courier not contact me? - Why have my attempts to obtain assistance gone unanswered? - When will my package actually be delivered?

I am aware that South Africa's Consumer Protection Act 68 of 2008 provides consumer protections relating to delivery and the timely performance of services. I am therefore formally requesting that Temu and GFS investigate this matter and provide a proper response rather than simply issuing another automated delivery-failure notification.

I have retained screenshots of the delivery notifications, my correspondence, tracking information and my phone-call history, and I am prepared to provide these if required.

If this matter is not resolved promptly and appropriately, I will escalate it through the relevant consumer-protection channels, including the KwaZulu-Natal Office of the Consumer Protector and, where appropriate, the National Consumer Commission.

I am not asking for special treatment. I am asking for a package that I paid for to be delivered as promised, or for a proper explanation and appropriate remedy when that service fails.

I expect Temu and GFS to take responsibility for what has happened and provide a substantive response.