PUDO Repeatedly Ignored Paid Collection Time Slots and Agreements – Completely Unreliable Service

I am submitting this complaint after an extremely frustrating and drawn-out experience with PUDO, reference number ***3. This was not a once-off incident but a repeat of an ongoing issue where PUDO fails to honour booked and paid-for collection time slots.

I booked a residential parcel collection via the PUDO app for 23 January, selecting a time slot of 08:00–14:00. I also paid an additional fee specifically for residential collection. The app allows customers to choose a collection time, which creates the expectation that this will be honoured.

This expectation was not met.

This is not the first time this has happened to me. On a previous occasion, I booked a collection for a Friday, only to be told afterwards that the driver does not do collections at that time because they serve farms. I was then informed—without any consultation—that the parcel would only be collected the following Monday. This already raised serious concerns about the purpose of selecting time slots on the app.

Unfortunately, the exact same issue occurred again.

On the morning of 23 January, after no collection had taken place, I received a phone call from Noah at the Mokopane Kiosk, who assured me that the collection would take place in the morning. During this call, it was specifically agreed that 08:00 would suit me, and this was acknowledged.

Despite this assurance, by 12:30 the parcel had still not been collected.

I then received multiple emails and WhatsApp messages from the courier stating that the driver would only collect the parcel around 15:00. I clearly communicated that this was not convenient and that the collection had to take place before 12:00, in line with both my booked time slot and the agreement made earlier that morning. These requests were completely ignored.

The parcel was eventually collected, but not according to my booking, my availability, or the agreements made with PUDO staff. It required repeated follow-ups, messages, and unnecessary stress on my side.

What makes this situation worse is that to date, no one from PUDO has contacted me to explain: • Why the booked time slot was ignored • Why the agreed morning collection was not honoured • Why customers are charged for residential collection and time slots that are not adhered to

Instead, I was asked to rate the service. I have given a poor rating, as this experience fully justifies it.

This service is pathetic, disorganised, and unreliable. Customers should not have to chase a courier, renegotiate times repeatedly, or take time off waiting for a service they have already paid for. The option to select time slots on the PUDO app is misleading if it is not honoured in practice.

As a result of this experience, I have completely lost confidence in PUDO and am actively searching for an alternative courier service. I will not be using PUDO again unless there is a serious improvement in accountability and service delivery.

I hope this complaint prompts PUDO to review how they manage collections, communication, and customer commitments.