Just Fed Up

<p>We are a husband and wife team in a business the branding and marketing and have an amazing group of clients. I rely on couriers to have my back either to fetch the product for me to brand on or to deliver the finished product around the country to meet stringent deadlines. I was advised to change from one courier to RUSH in order that i could save quite a bit of money and time. We did and i wish we had not considering this is the first month i am using them. All of my collections/deliveries are booked through RUSH. Last week Friday 3rd i scheduled a collection from Kevro which had to be delivered to me in order to finish and wrap the products for one of my largest clients in time for a service awards event on the following Monday (6th). After not receiving the goods on Monday i was advised that RUSH couldnt get Kevro to add a waybill to the boxes - and if not added the courier would not collect (not my problem what the administrative policies are). After daily conversations with the support lady at RUSH i was finally sent a mail on 8th to say i would receive the goods today (9th) at midday. Nothing arrived at midday and on calling she advised that it was out of her hands until the courier company and the supplier could get their paperwork right. I have missed the deadline and event, the client is fedup and probably wont use me again and as of this morning RUSH couldnt tell me whether the parcels had been collected. I called Kevro who advised that Skynet had collected this morning - something RUSH should have been aware of - and the only thing i heard with every call i made from the beginning of the week is "i can understand your frustrations but it is out of my hands". What exactly am i paying RUSH for - if they cannot co-ordinate, manage and most importantly urgently resolve an issue that have been created - what is it that i am paying for. To end the conversation i was told that if they had collected the parcel today, because i scheduled an overnight, that i would only get it tomorrow morning before midday - 10th. Yes i did order an overnight - on the 3rd for delivery on the 6th.</p> <p>I am also waiting to hear from them to see whether Skynet will reimburse my delivery charge to a hospital in Durban which was sent to Westville prison instead and my client had to arrange a special delivery to collect the goods which cost him money and now will not be paying the courier cost which is understandable as it was not delivered to the correct address and once again a deadline was missed. I was told "accounts are busy with it" - that has been all week. It didnt take them long to deliver to the wrong place, despite all documentation stating the correct address and yet it is becoming frustrating for me to reach a resolve with RUSH - RUSH have said they are busy liaising with the courier company. How many more days will this take to be resolved. Lack of communication, follow-up to clients, lack of accountability and sheer incompetence is what will break the back of this business - sad as the concept is a good one</p> <p>I am not one to use media to complain, but considering we are two people with very large clients, tight deadlines and the need for a solid courier backing, i am sure there are others out there also wanting to save costs, be more efficient and ensure client satisfaction at all times. Unfortunately RUSH cannot guarantee that - neither can they guarantee when you will receive your goods if things go wrong</p>