Never Again!!

The Globeflight Eswatini link to South Africa is appalling. I have never had a good experience when using Globeflight. The first time was 3 years ago it took forever to come and messed up my paperwork at the border. The second was 2 years ago I requested a quote and asked if everything that I needed to pay including documentation and VAT, the agents answer was yes. I had my parcel delivered signed for and then I got a call from the branch manager saying that I have an outstanding amount??? I questioned it was confirmed by their agent who apparently was now on leave and did not communicate and there was no reasoning with them and honestly told them I do not have the amount right now (Some of us rely on pay day) which was small amount needless to say I said I will pay it when I have it, so three days past and I got another call from the branch manager who told me (Threatened me) saying "The driver will not get paid a salary if you do not pay the outstanding amount and the driver knows where I work and you would not like him to come past and get it from you" My mind was blown!! What type of organisation are you people running? I told the manager I had forgotten and paid the amount through a friend. I thought that would be the last time I use Globeflight Eswatini. Tuesday, 8th September 2020 8h00 - Then someone persuaded me otherwise 2 years later to give them another chance and reassured me that it will be a better experience because that manager no longer works there. So, against my better judgement I decided to use Globeflight Eswatini again to send a parcel to CBD Pietermaritzburg, KZN. So, I requested a quote with destination and dimensions and value of contents Learning from my past experiences I made sure they understood what “Is this all I need to pay” meant and told them the delivery is time sensitive and needs to be there by the latest Friday the 11th of September I was reassured that it will take 48hrs and it did not need overnight or express delivery, I was comfortable with that. I accepted the quote then dropped off my parcel at the Mbabane branch filled in my waybill and made payment I then asked again how long it would take as it was a time sensitive delivery and going to KZN I was told 48hrs and then notified that the parcel would go down to the Matsapha depot and then cross at Ngwenya border and go via Johannesburg this worried me a bit but I was reassured that this is the normal route feeling at ease I left my parcel and took my waybill. Wednesday 9th September 2020 - The following day I gave them the benefit of the doubt and during my busy day I tried to track my waybill and it did not pick up. I thought it strange but did not follow up. Thursday 10th September 2020 – I tried tracking my parcel and still could not pick it up on the tracker. So, I got worried and called the Globeflight Mbabane branch requesting a track on my parcel after the agent entered my waybill number, I heard her clear her throat and asked if I could call the Matsapha Depot just to confirm if my parcel had left. Now I knew why my parcel could not track. So, I called the Matsapha Depot and the gentleman on the other end took my waybill number punched it in and said he will call me back because he needs to confirm where my parcel is???? I then knew something was wrong. The Gentleman at the Matsapha branch did not call me back I called back after 15mins and he said he still needs to check he is busy I told him he has already said enough and that from the way things are sounding something is wrong I told him I would stay on hold until he finds out where my parcel is. Not even a minute later he sighs and tells me my parcel is on the floor!!! 52 HOURS ON THE DAY MY PARCEL WAS REASSURED TO ARRIVE, MY PARCEL HAD NOT EVEN LEFT THE COUNTRY!!! This made me mad considering my previous experience with Globeflight. I called the Mbabane branch and spoke to the agent that received the instructions was oblivious to the fact and apologised and then mentioned that they did not get a release from the border, I was livid because I deal with imports and waiting for a release for longer than 48hrs is pathetic but it all made sense because my waybill had not even been processed to track clearly my parcel was forgotten. After making many phone calls expressing my frustration and anger with the with service and getting told what I wanted to hear and it not actually being done did I receive a call from the Mbabane Branch Agent apologising once again for the inconvenience that my parcel has left the Matsapha depot on route to JHB. D-Day Friday the 11th of September 2020 – I had tried to track my parcel numerous times this morning with no joy the 6th time was a charm to find out my parcel checked in at the Durban Facility at 11:28. I thought Pietermaritzburg being 45min away my parcel will arrive at its destination today. I called the Mbabane branch who reassured me that the parcel will arrive. I then got an update track that the parcel was only doing a floor check at 15:41:06 which was crazy!! I called the Mbabane branch who called the Durban branch that My parcel will be delivered on MONDAY!!!! I recalled the Mbabane branch and ranted like a mad woman saying that I don’t care what it takes my parcel has to arrive at the destination today even if it is delivered by the manager personally. After 5pm I got the number and name of the Durban/Agent manager (Rajesh) and gave him a call expressing my distaste in service with Globeflight he apologised and mentioned that he found out about my problem a bit late but he will try his best to assist and could not promise a timeous delivery at this point I had to give a new consignee and destination in PMB because the original consignee on the waybill was no longer available with that being said he mentioned there is a driver coming from Pietermaritzburg to load and make deliveries and that he has already mentioned the priority. So, my parcel did not get delivered and it was going to be another day of frustration.

Saturday Morning the 12th of September – I sent a message to Rajesh Early in the morning to please share the driver’s details. After receiving the details I called Gavin (Driver) who calmed me down and said he was on the way to Durban to load his van and make deliveries, the details where loaded to manifest at 09:40 but Gavin only left Durban at 11am but reassured me that in the next 45mins he will be in Pietermaritzburg by this time the parcel was already delayed I was nerve wrecked that the second consignee would also miss the parcel that was needed at 12pm. I managed to delay the Consignee by an hour and Gavin arrived in 45mins as mentioned from my last follow up. Thank you, Gavin and Rajesh, for your truthful and prioritised assistance. WHAT A STRESSFUL FOUR DAYS!! Conclusion I don’t expect another apology, neither will I allow you to send me your robotic response requesting me to afford you the opportunity to change my mind in the future because after 2 years your service has not changed. Maybe Globeflight should under promise that way when they deliver with no problems, they will actually over achieve.

I will not be using Globeflight nor will I be referring Globeflight for business. Globeflight should be working towards better customer service and COMMUNICATION all your problems and complaints are the same. Stop telling customers what they want to hear when you cannot deliver and be honest in your marketing and sales so your employees can stop passing the buck.