Extremely Poor Service

Good Day

I am writing to formally lodge a complaint regarding my parcel ordered from ASOS, which was handled by Skynet. On 18 February 2026, Skynet allegedly sent me an email requesting payment for customs duties; however, I did not receive this email. On 23 February 2026, I contacted Skynet to enquire about the status of my parcel, but unfortunately, no one was able to assist me.

I called again on 25 February 2026 and spoke with Mr Siphesihle, who was very helpful and assisted me in resolving the issue. On the same day, I received the payment link and promptly paid the customs fee of R1,900 at 14h18.

To my surprise, on 26 February 2026, when I tracked my parcel, the status indicated that the shipment had been returned to the sender. This is very concerning, as payment had already been made and reflected on the tracking system.

Furthermore, on the morning of 27 February 2026, I contacted Skynet Customer Service to log a complaint, but I was not assisted and was instead advised to call back at 08h30. I am extremely disappointed with the level of service I have received.

I would like clarity on how my parcel could be returned despite the customs payment being made and acknowledged. Kindly investigate this matter urgently. Please note my waybill number: #***. I have also attached a screenshot of the tracking information for your reference.

I look forward to your prompt response and resolution of this matter.

Yours sincerely,

Sipho Maseko ***