Awful tracking system and delivery communication

SkyNet really needs to improve their tracking system and delivery communication.

I understand that, for safety reasons, customers cannot know the exact location of a delivery vehicle at all times. However, it would greatly improve the customer experience if SkyNet offered even basic options similar to Takealot, such as the ability to reschedule a delivery. Currently, customers are simply told on the day that they must be available, with no option to change the date.

My experience with this delivery has been problematic from the start. On Saturday, 27/12, I received a message stating that my parcel was out for delivery. I stayed home the entire day, yet no delivery took place and there was no communication whatsoever. The parcel only arrived for the first time on 29/12, and I happened to be home at the time of delivery.

Also on the morning of 29/12, I was again notified that I had a second delivery scheduled and stayed home all morning to ensure I was available. Unfortunately, I had to leave briefly for a doctor’s appointment that had been arranged well in advance. At 14:30, the delivery driver arrived and I informed him that I was not at home.

After this, there was no communication from SkyNet regarding when the parcel would be re-delivered. I reasonably assumed it would be the next day (30/12) and remained at home all day. However, no delivery took place and I received no updates or notifications.

When I contacted SkyNet via the WhatsApp line, I was informed that the delivery would take place by 05/01. It is completely unreasonable to expect a customer to be available every day until then without any clear delivery date or time window. Customers need realistic expectations so they can plan their time accordingly.

Communication channels are also a major issue. It takes approximately 10 minutes just to reach someone when calling customer service. On WhatsApp, customers receive standard automated responses, and once you reply, the conversation resets, indicating that the agent has closed the chat. This makes it extremely difficult to resolve issues or receive meaningful updates.

Overall, it feels as though customer experience is not being considered. Even small improvements — such as automated delivery updates indicating queue position or notifying customers when the driver is in their area — would make a significant difference. Other courier companies already provide this level of service.

SkyNet needs to seriously reconsider how it communicates with customers and invest in improving the delivery experience. Customer experience is important, and at present, SkyNet is falling short.