Review of initial experience

Some time ago I wrote a very positive review for SAR based on my experience of their initial contact and collection of our goods. That was excellent service. The subsequent service however was however experienced quite negatively by us. Following the initial collection, we had no (none, zero, zip) word from them about any progress with the shipping of our goods. E-mail enquiries (2x) resulted in "....I shall find out and revert back...", but no revert was ever made. After 7 weeks from collection date, I finally called SAR (at internationall call rates!) to them to ask if I had perhaps been caught in a ****, and that our goods may have been sold off. The responent was rather taken aback and promised a follow up, which did not happen. Only after a subsequent e-mail enquiry did we receive an e-mail from a forwarding agent (another company) advising that our goods would soon be delivered. Neither this company nor SAR responded to an e-mail enquiries again. Suddenly, 2 or 3 days before delivery the truck driver contacted me, informing me that he had had to pay "cash" at the border due to a lack of relevant documentation for our goods. He was hoping he would not be stopped in a road block. From then onwards the driver and I were in relative regular contact. He finally made an extra effort to find a local bakkie to cart our goods from his huge truck to our domicile. My suggestion to SAR, your services in the end turned out to be good, but the lack of correspondence and lack of keeping us informed resulted in huge frustration and anxiety. Encourage your staff to keep clients informed (they should not just forward enquiries to their agents) who then also do not respond.