RAM - as with the animal, keep your distance!

If I wasn't forced to, this company would not even get one star! On Thursday 01/10/20 I booked and paid for their "express" service to collect a small parcel from Ashton, Western Cape to Cape Town - 2½ hours away. I received all the confirmation emails - even a phonecall confirming the collection address and that the parcel would be collected on Friday 2 October and delivered Tuesday 6 October at the latest (not my definition of "express" but it was 2 days before the weekend so I overlooked it). The collection address was a business so I was advised collection would take place during business hours 08h00 and 17h00 - completely reasonable. The parcel was not collected on Friday 2 October so on Saturday I called and was informed the driver only arrived at the collection address (a business) at 18h40 - clearly well aware of their business hours policy! And I certainly received no attempt at a phonecall to say "oops... I'm late - don't suppose you're nearby?" After "sincere" apologies, I was told my query would be escalated to the highest level (ok whatever) and arranged for collection on Monday 5 October from my now residential address as I would not be at the address initially given on Thursday (though the "new" address is about 1km away so I don't think I was asking for a transport miracle). Today by 12h00 no one had collected the parcel. I called - was promised another escalation email and I'd be called back with details but collection was scheduled with THEIR courier (your "No subcontracting" schpeel on your website needs an update methinks). At 17h00, no return call or collection - so I called again...the lady "customer care" consultant said all parcels are collected - taken to JHB and then sent to the relevant destinations. What?? Someone is going to collect my parcel, take it to Cape Town (destination), send it to JHB and then send it back to Cape Town (destination)! Have you ever heard of a more 1. If true, ludicrous business practice or 2. Really creative load of nonsense?! This lady then kept me on hold for more than 10 minutes until I had to had to hang up....then called back. By now it's exceptionally difficult to remain polite but I was given the same story - "I'll email whoever to escalate the query" to which I rep**** that so far all those emails have gone unanswered, please just refund me the fee I paid and I'd find someone else to collect and deliver the parcel.... containing the birthday present (princess costume) of a little almost 4 year old girl who just wants to look like Princess Elsa on her birthday (6 October). And the cherry on the cherry on the cherry on the top of this cake - "sorry...please phone the sales department between business hours tomorrow" to request a refund!!! So well done RAM "hand to hand" couriers.... I'm sure it's not the first and won't be the last birthday your inefficient, flat out useless service has ruined! At least get your "Customer Care Consultants" to all tell the same lie - that way you save money on training...and perhaps that can actually get vehicles on the road doing the job you so proudly advertise you do on your website (which needs some serious revision by the way - tip: underpromise and overdeliver and not the other way round!) So may I congratulate you on losing a client...and potentially anyone that reads this and of course the birthday you have ruined - all you had to do was what your website says you do and give the service I paid for...wasn't expecting a police escourt or fireworks *slow sarcastic clap*.