Misdelivery of Order and Poor Customer Service

I am writing to formally lodge a complaint regarding the misdelivery of my order, OGSA***8, which was supposed to be delivered to Lennoxton, Newcastle 2940 but was instead erroneously delivered to Allen Street, Newcastle CBD. The stock contained in this box sells for approximately R6400.

For the past four years, since 2020, I have been regularly ordering over 20 boxes of coffee from Organo, always using my mother’s name and contact number to avoid any delivery mishaps.

Until this incident, I have never encountered any issues with the delivery of my orders, and my delivery details have remained unchanged on the site since I joined Organo.

To my dismay, not only was the package delivered to the wrong address, but the customer service experience that followed was profoundly unsatisfactory for several reasons:

Rudeness and Accusations: The customer service agent who handled our complaint was extremely rude and lacked the necessary skills to manage the situation effectively. Instead of offering a proper apology, she falsely claimed that we had instructed the driver to deliver the package to the incorrect address. This is unequivocally untrue, as we have never given such instructions. We have a domestic helper who is always available to receive deliveries if my mother is not home.

Delivery to an Unknown Individual: The package was delivered to an individual from Pakistan, whom we have no connection with and had never met before. This highlights a severe lapse in the verification process for deliveries.

Unprofessional Behavior of the Branch Manager: The manager at the Newcastle Skynet branch exhibited unacceptable behavior. During our conversation, she was overheard making disparaging remarks to her staff about me, saying, "she's just going on and on and on," before ending the call. Such conduct is unprofessional and disrespectful towards customers.

False Claims by the Branch Manager: The branch manager insisted that no one accused us of requesting delivery to a relative and denied sending any email of such nature to Organo. However, there is an email from Skynet to Bontle (the customer service agent from Organo) stating that the driver always delivers to our "relative." This contradicts their statements and further demonstrates the lack of accountability within their team.

The delivery notes for all my previous packages that were sent to my home address will be sufficient substantiate the fact that it was ALWAYS delivered to my home and there never was a request to deliver to elsewhere in my 4 years of being with Organo.

Given the substantial value of the misdelivered goods and the poor etiquette in which it was handled I do not recommend this courier service to anyone.