Courier Service: Late and then Lost Package

Item: PostNet SA
Rating: 1
Author: Layla P

On Thursday the 4th of August, I went to PostNet in Doringkloof to ship an important package overnight to Stellenbosch. They said the package would be delivered the next day before 12:30 (Friday, 5th of August). I called in that Friday morning at 08:30 to track the package, and the person said the package already arrived in Cape Town. At this stage they confirmed the package would be there at 11:30. 11:30 came and no package was delivered, so then I called at 12:00 and the person said the address that I gave was wrong and they could not find it on the system. I confirmed the address again (which was the exact same address as I originally gave). The lady I spoke to said I should phone at 14:00 to confirm whether they picked up the address on the system. On the enquiry they emailed me, they inserted an incorrect address (Serena hos instead of Serena hof). I phoned again at 14:00 to correct the address again. With this phonecall the lady said the package only arrived in Cape Town at 12:30. After this, they tried to put me through to the person who listed the enquiry. I waited for 10 mins on the phone and could not get through to her. I then called again, to change the address to the PostNet in Stellenbosch as the person who was supposed to collect the package, was not going to be at home for the rest of the weekend. (And she already waited from 11:30-15:00 for the package to arrive). Also because they still could not pick up the address I gave them. They were unwilling to help me change the address because they did not know what the Address of the PostNet in Stellenbosch is. The lady again put me through to the person who gave me the initial enquiry. I have waited 10 minutes with no answer. Then I phoned again. Then I gave the physical address for the PostNet in Stellenbosch. Then they confirmed that it would arrive at the Stellenbosch PostNet the Monday (8th of August) before 10:30. I also send an email to confirm that the address has changed. I then called on Monday (10:30) to track the package, and then they said it was delivered at the initial address. (The initial address is in a complex). The person who was supposed to sign for the package, did not sign for it, thus did not receive the package. Now, all of the sudden they could pick up the address? I called again to find out who signed for it, and it was a complete stranger that I or my friend who was suppose to collect it, did not know at all. They were unable to give any contact details (except for the person's name) of the person who signed for the package. When I called PostNet again, they were dismissive and rude and did not want to help me. They said I changed the address too late on Friday but they confirmed on Friday that it is changed. Thus, I made no arrangements with the reciever to be home, but rather to go pick up the package at the PostNet in Stellenbosch when it arrived there. Thus, my package is lost now, in the hands of a complete stranger. My number and the reciever's number are on the package, and nobody called to try to deliver it to the right person. I spent extra money for overnight shipment, a lot of airtime to try to sort out the problem and also lost the valuable package that I have sent. Thus, a big monetary loss. On top of that, I spent a lot of time trying to sort out this problem with staff being rude and unwilling to help. This is unacceptable. I will never use your service again and expect a refund for my damages. My reference number is: SUBBD ********** 5

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