Bad service every year of my purchase!

I am extremely disappointed with the service and how this matter has been handled.

I upgraded my subscription from the standard R39 plan to the R99 premium plan specifically to receive same-day or next-day delivery. On my side, the system clearly showed that my phone would be delivered the following day, which is why I proceeded with the upgrade.

Unfortunately, this is not the first time I’ve experienced an issue like this. In a previous incident, a store was ******. I fully understand that situations like these happen and that no individual is necessarily at fault. However, while investigations take place, it is ultimately the store’s responsibility to do what is right for the customer.

Courier Guy will recover the store’s loss through claims and insurance processes, but as the customer, I am left without a phone. I cannot afford to wait indefinitely for this matter to be resolved. To make matters worse, this has happened right before Christmas — meaning I cannot even take photos of my kids on Christmas Day.

I am travelling on Monday or Tuesday and urgently need a working phone before then. I upgraded and paid for premium service in good faith, and the experience has been truly disappointing and misleading.

I am requesting that this matter be escalated immediately and resolved as a priority.

If you want, I can:

Make it shorter and sharper (HelloPeter sometimes favours brevity)

Add the company name(s) clearly for better visibility

Adjust the tone to be more emotional or more legal/professional

Just say the word.

No I took my phone in last week, on the 19-12-2025 and paid for for the difference of the amount required to get a new phone which is an iphone 17pro max. The was my Waybill number for my phone to be delivered and it was delievered to the service provider:KKR39J and was sent a for my waited phone this was Waybill number:KSNFCL and unfortunately the parcel got lost due it being sent to the wrong place to Mpumalanga. instead of Johannesburg this is however this can't be my fault as this as the store has to claim with the Courier Guy and through insurance the product being lost in their midst of delivery. This also happend to me when i bought my last phone with the Apple Guy last year when they got ****** while they were in the process of sending me my deliver and had to go through a long wait for my phone to be the sent. So may i please get my phone as i have paid for a service and purchased a phone and need a phone as i am phoneless

Got it — here is a clear, factual, and strong HelloPeter complaint, rewritten to fix grammar, improve flow, and clearly explain the timeline and responsibility, while keeping it professional and firm:

Title: Phone Lost in Transit Due to Incorrect Delivery – Urgent Resolution Required

Complaint:

I would like to formally raise a complaint regarding the loss of my phone and the lack of a timely resolution.

On 19 December 2025, I took my phone into the store and paid the required difference to upgrade to a new iPhone 17 Pro Max. The phone was processed for delivery, and the following waybills were issued:

Waybill KKR39J – Delivery of my phone to the service provider (successfully delivered)

Waybill KSNFCL – Delivery of my replacement phone to me

Unfortunately, the parcel containing my new phone was sent to the wrong destination — Mpumalanga instead of Johannesburg — and has since been reported as lost in transit.

This situation is not my fault. The error occurred during the courier process, and it is the store’s responsibility to resolve this matter while they recover their losses through Courier Guy claims and insurance.

This is also not the first time I’ve experienced this type of issue. Last year, when I purchased my previous phone from the Apple Guy, the store was ****** during delivery, which resulted in a long and frustrating wait for my phone. While I understand that unfortunate incidents do happen, customers should not be left without essential devices while investigations or claims are underway.

I have paid for the phone, I have paid for the service, and I am currently without a phone. I urgently need this matter resolved, as I cannot continue being phoneless while internal processes are followed.

I am requesting that this issue be escalated immediately and that my phone be provided without further delay.