1. POSTNET – UNACCEPTABLE DELIVERY DELAYS, POOR COMMUNICATION AND NO ACCOUNTABILITY

Two parcels, repeated delays, endless phone calls and absolutely no accountability!

I am extremely disappointed with the courier service provided by PostNet, particularly the handling of two important shipments between Johannesburg and Bredasdorp.

FIRST PARCEL: POSTNET RUIMSIG TO POSTNET BREDASDORP Tracking number : PNA***

On Saturday, 3 October 2026, at 10:45, we sent trophies from PostNet Ruimsig to PostNet Bredasdorp for an important competition scheduled for Saturday, 10 October.

By Friday morning, 9 October, our trophies had STILL not arrived in Bredasdorp. After numerous telephone calls and considerable pressure from our side, we discovered that the parcel was still in Cape Town!

To our absolute disbelief, we were informed that delivery was only expected on Monday, 12 October — TWO DAYS AFTER OUR COMPETITION!

Only after repeated phone calls, follow-ups and considerable intervention did the trophies finally arrive on Friday afternoon, 9 October, just hours before they were needed.

ADDITIONAL CONCERN: DAMAGED TROPHIES DESPITE FRAGILE LABELS To add to our disappointment, some of the trophies were also bent and damaged during transportation.

The parcels were clearly marked with FRAGILE stickers, yet it appears that other parcels may have been stacked on top of them, resulting in damage to the trophies.

Although the parcels did not carry specific DO NOT STACK stickers, surely a FRAGILE label should alert those handling the shipment to exercise additional care and avoid placing excessive weight on the contents? We paid for a professional courier service and expected our goods to be handled with reasonable care.

I now expect PostNet to address not only the repeated delivery delays and lack of accountability, but also the physical damage sustained by our trophies while in transit.

SECOND PARCEL: POSTNET BREDASDORP TO POSTNET ONTDEKKERS

On Friday afternoon, 9 October, we sent the parcel back from Bredasdorp to PostNet Ontdekkers.

We were informed that the parcel would be collected on Monday and should arrive by Thursday, 15 October, in accordance with the stated 2–3 working day delivery timeframe.

Today, 15 October, I contacted PostNet Ontdekkers, only to discover that the parcel had travelled back to Johannesburg and then back to Cape Town and was now somewhere in Johannesburg. I was informed that it would hopefully arrive sometime tomorrow.

Unfortunately, tomorrow is TOO LATE for the purpose of the contents of the parcel required.

What makes this situation even more unacceptable is the complete lack of ownership and responsibility.

When I contacted PostNet Ontdekkers regarding the urgency, I was effectively told that because they had not sent the parcel, it was not their concern.

PostNet Bredasdorp informed me that they were waiting for an email and that the parcel should arrive tomorrow.

WHO, THEN, IS ACTUALLY RESPONSIBLE FOR THE SERVICE WE PAY FOR?

PostNet makes use of third-party courier companies, but that should not absolve PostNet of responsibility towards its customers.

As a customer, I deal with PostNet. I pay PostNet. I entrust my valuable goods to PostNet. I should not have to spend hours making telephone calls between branches, chasing parcels and trying to resolve problems that should be managed by their courier network.

My concerns are straightforward:

Delivery timeframes are communicated but not reliably met.

Customers are left to investigate delays themselves.

There is little proactive communication when parcels are delayed.

Responsibility is passed between branches and third-party courier services.

The urgency and consequences of late deliveries appear to receive little consideration.

I EXPECT POSTNET HEAD OFFICE TO TAKE RESPONSIBILITY AND RESPOND TO THE FOLLOWING: Tracking number : PPA***

Why did the first parcel nearly miss our competition despite being sent on 3 October?

Why has the return parcel again failed to arrive within the communicated delivery timeframe?

Why are customers expected to deal with third-party courier failures when their agreement is with PostNet?

Who is accountable when PostNet branches refuse to take responsibility?

What immediate action will be taken to locate and deliver my parcel, and what remedy will PostNet offer for these repeated service failures?

After experiencing this TWICE within less than two weeks, I have lost confidence in PostNet's ability to deliver time-sensitive parcels reliably.

A courier service is not merely about transporting a parcel from one location to another. It is about reliability, communication, accountability and honouring the service customers have paid for.

Unfortunately, PostNet has failed us.

I would appreciate a response from PostNet Head Office rather than another explanation about a third-party courier.