The most appalling service and worst communication

I booked and paid for an express delivery that would take 2-3 days to get to me, even paid more for kilograms as my package weighs under 100 grams but for over 3kg. Secondly I specifically paid extra so I can receive my package between the 3rd and 4th of December. On the morning of the 5th December I called their offices, and explained how urgent my parcel is, as I needed to drive 500km on the morning of the 6th December to burry my grandmother who raised me, and i absolutely needed the licence disk to make that trip.

Their consultant told me after talking to his supervisor and verifying that the service I paid for is actually not what was used at collection, they used the cheaper and delayed one, despite me paying and choosing the faster one. That said the delayed one was still meant to take 3-4 days to get to me. And said they are still unpacking packages at warehouse and as soon as that’s done she will call me back, and that’s what the supervisor said. I explained again that I needed the package at my house by the end of the day on 5th December, she assured me she would call by the end of that day and my package would definitely be delivered. I never received any communication from the company, no call as promised or anything, clearly showing that they didn’t care in the slightest, the consultant told me whatever to get rid of me, and ignored my pleas.

I suddenly found myself having to figure out how to get to my grandma’s funeral, as I can’t reschedule her death because the company I chose for courier is useless and ***********. Of all the competitors, I made the biggest mistake of choosing the worst. I emailed them on 6th November to request a refund for the service they couldn’t offer for the pain and inconvenience of all of this during the most difficult time of my life, now me and my family possibly aren’t able to go and burry my grandma.

This is unacceptable to charge people premium prices but provide the cheapest service if any service at all, as in my case. Today is the 9th of December, the package that I was meant to receive on the 3rd or 4th December is still not with me, the company in not responding to emails or getting back to me in any way. I’d advise anyone to stay away from this company.