Postnet incompetence and lack of customer service

I submitted my tender documents to Postnet Southdowns for overnight courier to Durban on 24/01/2021 at 11h30 (waybill number PN***). I was assured that my recipient would receive them on the 25th. This was my aim as the recipient had to submit them at a tender box on the 26th before 11h00.

By 15h00 on the 25th the documents had still not been delivered so I drove to Postnet Southdowns to check and facilitate that the delivery be made. The tracking info showed us that the documents had been handed over to the driver at 10h00. The Southdowns official called Durban and he was assured that the delivery would definitely be made before end of business. The recipient kept calling to say that he had still not received the documents and by 19h00 the tracking information stated that the driver had run out of time even after I had begged for an intervention.

On the 26th at 08h01 I called the Postnet call centre to beg that an intervention be made regarding my parcel. O went to lengths to explain the implications of late delivery. The consultant stated that she would call Durban and call me back in 2 to 5 minutes. She never called back.

At 08h18 I then called Postnet Southdowns to request that they intervene on my behalf. They then stated that they would call Durban and get back to me. By 08h27 they called back and stated that the parcel was on its way to the recipient. I begged for them to get the specific delivery time explaining about the tender box closing at 11h00. They came back to me state that they could not get any further information.

At 08h30 I called the call centre again and the consultant put me on hold and then she dropped the phone. I then called the call centre three more times between then and 08h50 and my calls went unanswered. At 08h56 I then called Southdowns again begging that they at least get me the driver's phone number so that the recipient could meet him halfway. They promised that they would attempt to do so.

At 09h05 I again desperately called the call centre. The call again went unanswered. At 09h20 I again called Southdowns and they stated that Durban refused to give them the driver's contact details and the only response they could get from Durban was that the driver was on his way. At 09h22 I again called the call centre and the call again went answered.

At 09h25 I desperately tried to call Postnet Holdings to request them to intervene. The call went unanswered. At 09h47 I again called Postnet Southdowns and they informed me that there was nothing else that they could do for me as Durban was not forthcoming with information. At 10h01 I made my final attempt to the call centre and the call again went unanswered

The parcel finally arrived at 12h58 (3 hours later than the latest time possible I had begged for). It was too late for the recipient to even bother to go submit the tender as the tender box closed at 11h00.

I am disappointed and disgusted at Postnet courier services lack of disregard for their promise of overnight delivery and their complete lack of customer service. My pleas fell on deaf ears when the fault was on their side. The only people who made attempts to help me were the Southdowns officials. The call centre is virtually non-existent and the complete disregard of my urgency from the Durban branch showed contempt towards their customers.

Postnet caused me tremendous stress and loss of potential income after the many days, money and energy put into the compilation of the documents. They are now useless. I advise that businesses should not use the Postnet courier service as it will just lead to huge financial losses