Formal Complaint – BYD Dolphin Surf Delivery Delay and Poor Communication

I purchased a BYD Dolphin Surf through your branch and have been dealing with Willem and Xeki regarding the delivery and collection arrangements.

From the outset, Willem indicated that the vehicle would arrive at the branch mid-February and be ready for collection on 16 or 17 February. I specifically explained that my profession requires me to meet clients in person and that I needed reliable timing in order to plan my diary accordingly. Based on this, I kept the 17th and 18th available to allow for any unforeseen issues.

On 12 February, Willem confirmed that the vehicle had landed and was on the truck to Cape Town. Following this, I checked in daily to confirm progress before committing to client consultations.

On Monday, I was informed that the vehicle was not yet ready and was told it would likely be Tuesday or Wednesday. I raised my concerns at that stage, as I needed to make alternative transport arrangements if required. However, it was only on Tuesday that I was informed that the truck was still in Beaufort West and that the vehicle would now only be ready on Friday.

The communication throughout this process has been inconsistent and reactive rather than proactive. At no stage was the delay communicated to me in advance, despite my regular follow-ups and the clear importance of the delivery timing to my professional obligations.

This delay has had a direct impact on my ability to conduct my work and has forced me to consider arranging alternative transport at additional cost and inconvenience.

I entered into this purchase with the expectation of professional service consistent with the BYD brand. Unfortunately, this experience has been disappointing and has undermined my confidence in the process.