Extremely disappointed and frustrated client

I have never been so frustrated in my life like Rain and Ram has made me for a delivery of my Rain Order.

I ordered the promotion for the 2 for 1 special Rain currently has on 30th of August 2022 an don the 1st of September 2022 my order came through by a Ram courier but only 1 router was being delivered instead of 2 of which I asked the courier whether wasn't there supposed to be 2 routers as it was never mentioned by Rain that only 1 router will be delivered.

The courier told me that if I ordered the special for 2 routers then I was supposed to receive the 2 routers and he suggested that he return the router so as to make sure that I do not take delivery should there be any errors.

After the courier left, I then contacted Rain call centre to enquire about the delivery and only 1 router instead of 2 being delivered. The person I spoke to said that if I nominated another person to receive the router then the delivery of the second router will be sent to him once they have finished creating a profile for them.

I then requested the agent for the router to be returned back as all this was just miscommunication on their part and this was on the 1st of September still.

From then on I called through to Rain every day to enquire about my delivery and spoke to numerous agent and managers to whom I had to explain my ordeal every time and they promised to escalate through to their logistics and come back to me but not even once did they ever return back to me until on the 12 of September 2022 I spoke to Pascaline who told me that I requested my order to be cancelled.

I informed Pascaline that I never requested for any of that as I kept on calling back every single day from the 1st of September enquiring about my delivery. Pascaline confirmed that another order was created and will be sent through and that she will make sure that she called my nominated person to register their profile and finalize this order.

At this point I couldn't be excited about Pascaline assuring me of the delivery as others before her did the same but I hoped that she could be able to get this order sorted.

As promised, my order came through it took them 12 more days to dispatch my order and deliver to me on the 13th of September 2022.

At this point I was relieved that finally my order was delivered and grateful to Pascaline for making sure this gets resolved as on the same day of the 13th I received all the confirmation sms's that my services were activated but ALAS! to my horror and disappointment, the router wouldn't pick up the signal, I contacted Rain again to find out what was happening, but I was told of the network towers being faulty and that being the reason for network not being picked up by the router.

On the morning of the 14th of September 2022, I called again to tell them that still the issue persisted and only then after the agent did some checks with me did she see that the sim card was not registered, she told me that she will escalate this so i could be assisted further for a sim swap. To amazement and surprise Pascaline called me again to confirm the status of my order and delivery and I told her that the sim card is not working and we did the same checks with the router to see if all was properly setup. Pascaline confirmed that the sim was not registered and that she will request the sim swap.

I received the confirmation sms from Ram later that day after 5pm confirming that they have received my order but the delivery address was incorrect of which I corrected the address on the Ram track and trace portal and got a response that they will await Rain to confirm the address change.

The following morning on the 15th of September I contacted Rain to speed up the process for the address change and requested them to notify Ram to deliver urgently but delivery never arrived on the day. The following morning of the 16th of September 2022 I contacted Ram to find out what was happening with my order and I spoke to Mpumi who told me that my delivery address was short of the company name of which I updated and I pleaded with her for them to make the delivery for today still and I explained my ordeal with this order and she spoke to her supervisor who said that the delivery will be made on Monday because they have only updated my address today, I requested to speak to the supervisor but I was told she couldn't take my call but would rather call me back shortly.

This was around 9am in the morning and the supervisor never returned my call. I called again 14:21 and spoke to an agent whom I had to repeat my ordeal again with this delivery and requested to speak to the supervisor, she put me through to a Sepedi speaking supervisor whom I forgot her name and I pleaded with her for my sim to be delivered and she put me on hold for + 30min calling I don't know hu for assistance, I was on the call with her a total of 53 minutes of my own airtime and at the end I couldn't be assisted.

The supervisor told me that should i have called earlier then she could have assisted me of which I told her that I did call earlier at 9am in the morning and couldn't be assisted instead I was promised a call back by Mpumi's supervisor that never happened and now I called back again talking to her. She said she will try to get a courier to deliver to me but then she is knocking off at 4pm and she wouldn't be able to assist me after that time.

My order was never delivered with no one calling me to confirm this and this is for the same order placed on the 30th of August 2022.

This is by far one of the worst deliveries I have ever experienced from a courier company and one that has left me feeling so angry and so frustrated when I even called to suggest that I could collect the my order if they couldn't deliver, I even called Rain again to try and push for this delivery to happen today still but all of my efforts went in vain and I was left stranded without any recourse.

In all fairness, I've like to commend Pascaline for going the extra distance with me in assisting in this matter but it was so unfortunate that other forces at play here couldn't pull their weight and just plainly do their work because in my view all this could have been avoided but it was let to continue with me the customer being the victim in all of this.