Very poor communication and customer service

Parcel PUDOP***

I wanted to send my niece a few Christmas presents from Cape Town to Johannesburg. I submitted the parcel on 7 December 2024.

My parcel had some updates stating it was delivered to the wrong address, but around 9 Decemeber 2024.

I called the call center multiple times (serious issues with getting through and calls being abandoned). It takes long times to wait and then when I get connected, I need to be transferred etc.

For the first few days of following up it was said my parcel will be delivered "today".

Then all of a sudden, they acknowledged that the parcel was sent to the wrong address and they are struggling to retrieve the parcel from the gentleman in Knysna! So my parcel that was supposed to go from CPT to JHB, ended up in Knysna!!!

I made multiple phone calls, and I ended up talking to a person who assisted in setting up the claim for the goods. The receipt stated that my parcel was sent to the wrong address and the person who received it, sold it! INSANE!!!

I received an email with a claim form to submit, which I did immediately on 18 December.

Ever since then no one could tell me the status of my claim. I have called, logged tickets, use their WhatsApp line (useless). It just keeps stating that my query needs to be escalated.

Today (30 December), I got notification that the department handling my query, is not available at the moment and there is not indication when they will be back! How is that customer service!?

My last resort now is to write this review and hope that someone will get in contact with me to resolve an issue that was not mine to start with.

I spent time, gathering and buying the presents, wrapped them, put them in a box, put it in the locker.

It got lost, and I had to go back to the stores to get receipts etc. to submit the claim and I did not get the same effort back from their side.

To the public: You can only claim for things to you have invoices for, the remainder of the items in my parcel I could not claim for as it was second hand items. Please be aware of this if you want to send sentimental items!