1 reviews | Active since Jan 2025
Bad service
I am extremely disappointed with the service I received from iMile Logistics regarding my recent order from SHEIN.
My parcel arrived in Pinetown on 16/02/2026. On the same day, SHEIN notified me that the order was out for delivery. However, when tracking through iMile, the status showed that it had been handed over to the driver on 16/02/2026 — and it remained on that same status for days.
On 20/02/2026, I received a WhatsApp message again stating the order was out for delivery, but I still did not receive it. From 23/02/2026 onwards, I began calling customer service repeatedly without success. On 24/02/2026, I was told the parcel should have already been delivered and was given the contact details of the KZN manager, Jodie. She informed me that the driver’s vehicle had broken down and that they were waiting for the parcel to return to the warehouse. When I asked for clarity — since my parcel had supposedly been with the driver since 16/02/2026 — she said she would investigate and get back to me. She never did.
I even requested to collect the parcel myself, but was told it was not at the warehouse. No follow-up was ever provided. Calls went unanswered, and customer service later gave me a different contact number because they themselves had no update from the KZN manager. That number was also never answered.
On 27/02/2026, my SHEIN app status was suddenly updated to “Abnormal close – *******.” When I contacted customer service again, I was told the driver was ****** on 26/02/2026 and my parcel had been ******. This makes absolutely no sense, as the parcel had allegedly been with the driver since 16/02/2026. The timeline is inconsistent and clearly indicates that I was misled about the status of my order.
To make matters worse, SHEIN’s system still required me to wait until 03/03/2026 to request a cancellation, which suggests that iMile failed to properly update the delivery status on their end.
This entire experience has been frustrating, unprofessional, and unacceptable. The lack of communication, conflicting information, and failure to take accountability is shocking. A friend of mine experienced a similar issue with iMile last year, which shows this is not an isolated incident.
I strongly believe SHEIN should reconsider using iMile Logistics as their courier partner. Customers deserve transparency, accountability, and reliable service — none of which I experienced.
Someone from the company asked for tracking number then called me, but the main concern during the call was not resolving my issue — it was about getting me to remove my review. At no point did I feel like my customer journey or frustration was genuinely acknowledged. This has been the worst customer experience I have ever encountered.
The person who called did not speak to me in a calm or professional manner, nor did he attempt to properly understand my complaint. Instead, I was given yet another version of events that contradicts what I had already been told.
I was told during this call that the driver was ****** on 27/02/2026. However, when I contacted customer service previously, I was informed that the ******* occurred on 26/02/2026. Which date is correct? Why are customers being given different information?
When I asked what the driver was doing with my order from 16/02/2026 until 27/02/2026, I was told the driver was returning the parcel to the warehouse because deliveries are not made in my area. This directly contradicts what the KZN manager previously told me. So which explanation is true?
It is unacceptable to keep changing the story each time I speak to someone. It feels like the company is trying to manipulate the situation instead of taking accountability. I have been told different things by customer service, the KZN manager, and now the person who called me about my review.
You cannot expect a customer to remove a review without first being heard and given clear, honest answers. My order was marked as out for delivery within 24–48 hours, yet it was kept by your courier for 11 days without explanation. I had to repeatedly call and make time out of my schedule just to understand what was happening.
Being told that “100 other orders were lost” does not make the situation better. It does not excuse the lack of communication, the inconsistent explanations, or the unprofessional manner in which this was handled.
Please pass this feedback to your KZN manager. The information I am receiving from different representatives, including the person who called me, is completely inconsistent. I expect the company to review the call recordings, investigate internally, and provide one clear and truthful explanation.
Call me back when you are prepared to handle this matter professionally, without being defensive, and with a proper resolution. Until then, this remains the worst customer service experience I have ever received.
Someone from the company asked for tracking number then called me, but the main concern during the call was not resolving my issue — it was about getting me to remove my review. At no point did I feel like my customer journey or frustration was genuinely acknowledged. This has been the worst customer experience I have ever encountered.
The person who called did not speak to me in a calm or professional manner, nor did he attempt to properly understand my complaint. Instead, I was given yet another version of events that contradicts what I had already been told.
I was told during this call that the driver was ****** on 27/02/2026. However, when I contacted customer service previously, I was informed that the ******* occurred on 26/02/2026. Which date is correct? Why are customers being given different information?
When I asked what the driver was doing with my order from 16/02/2026 until 27/02/2026, I was told the driver was returning the parcel to the warehouse because deliveries are not made in my area. This directly contradicts what the KZN manager previously told me. So which explanation is true?
It is unacceptable to keep changing the story each time I speak to someone. It feels like the company is trying to manipulate the situation instead of taking accountability. I have been told different things by customer service, the KZN manager, and now the person who called me about my review.
You cannot expect a customer to remove a review without first being heard and given clear, honest answers. My order was marked as out for delivery within 24–48 hours, yet it was kept by your courier for 11 days without explanation. I had to repeatedly call and make time out of my schedule just to understand what was happening.
Being told that “100 other orders were lost” does not make the situation better. It does not excuse the lack of communication, the inconsistent explanations, or the unprofessional manner in which this was handled.
Please pass this feedback to your KZN manager. The information I am receiving from different representatives, including the person who called me, is completely inconsistent. I expect the company to review the call recordings, investigate internally, and provide one clear and truthful explanation.
Call me back when you are prepared to handle this matter professionally, without being defensive, and with a proper resolution. Until then, this remains the worst customer service experience I have ever received.