Bad customer service, shifting the blame and not taking ownership

I purchased from onedayonly but unfortunately I was not in the office when my parcel was delivered due to covid-19 lockdown I am working from home. I gave the driver my home address for delivery, but my parcel was never delivered.

I tried to call their their office and that of the courier with no luck. Following that I emailed Onedayonly for assistance on the matter.

Good morning Phumeza,

Thanks for making contact!

Did you request that the address be changed prior to dispatch? I can't seem to find an email on our system. I expected them to followup / escalate the matter to their courier company / give me the details of its contact person.

Below is their response!

I'm afraid we aren't able to assist with an address change due to the fact that the parcel has been delivered. We use third-party couriers and are only able to amend an address prior to dispatch, or possibly while the parcel is still with the courier. Once delivered, however, there is regrettably nothing more that we can do from our side. I'm so sorry about this.