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Nicole O

1 reviews | Active since Mar 2018

20 Jan 2022, 11:19

Extremely *********** & full of lies

I have been expecting my delivery since Monday, I have made sure that I'm at home the whole week so I could be available to recieve it. Not once did I ever recieve a call from your driver saying that he has a delivery for me and yet the tracking on my parcel keeps saying Consignee not available. I have been trying to call your Port Elizabeth Branch for 4 days now, at least 40 times a day with no answer. I recieved an alternative number for the branch and the lady told me that there's no such parcel but that they'd call me back, she never got back to me.

Yesterday I got a call from the PE Branch saying that they had attempted to deliver my parcel but I wasn't available, which I don't understand because I literally have not been called by your driver's. The person I spoke to on the phone said that my parcel would be delivered today, but that was yet another lie because after numerous times trying, I finally got through to your PE branch and they are telling me the parcel didn't leave their premises and that I won't get it today. So what's the story? I want answers. First you apparently tried to deliver my package on numerous occasions and I apparently wasn't available, which is just a blatant lie, and then there is no package of the sort with you and you know nothing about it, and then all of a sudden there is a package and you apparently tried to deliver it again but I wasn't available, and now on the rescheduled date my package wasn't sent out. What is the story? I need you guys to account for all of these instances and how each of these events was allowed to occur because I unfortunately have another delivery that's going to go through you and I need to know how this sheer incompetence and blatant disregard of service delivery toppled with lies occurred so that I know to not use your services ever again, and to alert the business I ordered from to stop using Skynet for local deliveries in South Africa.

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Replies (3)
Skynet Worldwide Express
Skynet Worldwide Express's reply20 Jan 2022, 12:38
Official
 
Dear Nicole
 
Thank you for sharing your feedback. We are sorry that your customer experience didn’t match your expectations. It was an uncommon instance and we would like the opportunity to investigate your feedback further. Please know that your situation was an exception. As you can see on other reviews, we are known for taking ownership and caring deeply about our customers. We understand your disappointment. It’s important to us that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately. If you give us a chance, we are intent on making this right and hope you will allow us to speak with you to discuss the situation. Please accept our sincerest apologies.  We are committed to providing the full customer experience. We value our customers’ opinions and would like to thank you for bringing this to our attention. We will address this with our delivery branch and ensure delivery for tomorrow.
 
I look forward to hearing from you.
  
Please do not hesitate to connect with us at any time on *** or ***
We assure you of our personalised service at all times.
Yours sincerely
Skynet SA Customer Service Centre 
NO
Nicole O's update20 Jan 2022, 12:58
Reviewer Update
No it wasn't an exception, once is an exception, numerous times — is not. After hounding you guys the whole week and receiving multiple excuses, I've now been told that my complex name was missing in the address (although I filled in my complete address including the complex name) Which is just another lousy excuse, at first I'm apparently not available , then you don't have a package with my tracking in your possession, and then apparently I was not available again for delivery, and now my complex name was apparently missing leading to failure of delivery. If the last excuse was true, why did the driver or anyone from Skynet not call me to ask me for it? It doesn't make sense to me that a driver would repeatedly, on numerous days, drive from Port Elizabeth to another town with a Parcel and when realizing the building name isn't specified, not call the customer to ask them where they are on that street. That doesn't make sense.

Had I not hounded you again today for answers, no one would have ever reached out to me telling me that there is a problem, it wouldn't have gotten resolved because you don't care. I don't want an elobrate meaningless response on how your poor service was an exception, I want answers as to why this was allowed to happen, not only once but every single day this week up to this point, and the staff that was involved in this incompetence should be held accountable. Fix this.
NO
Nicole O's update20 Jan 2022, 13:02
Reviewer Update
I want answers, you need to account for everything that happened this week with regards to my parcel and why it was allowed to happen.