Complaint & Service Failure – Waybill T***

This is a formal complaint regarding the unacceptable handling of waybill T***. Let me be absolutely clear, your service and communication on this delivery have been completely inconsistent and misleading. The booking was created at 11:59 on Thursday, 23 April 2026, which is well after your 10:30 cut-off time for same-day delivery. Despite this, I was led to believe that this would still be delivered today. Only afterward was I told it might be delivered tomorrow depending on collection time. That is a direct contradiction of your own policy and completely unacceptable. On top of that, I have now received conflicting information from your team and Amazon, with one side saying the order is late and your team saying it is not. This level of disorganisation is unacceptable for a logistics company handling time-sensitive deliveries. To make matters worse, I clearly communicated that my phone battery was dead and requested that the driver call an alternative number upon arrival. This was not properly accommodated. Telling me that an OTP is sent via email does not solve the real issue of the driver needing access at delivery. This is basic delivery coordination that your team failed to handle. At this point, the issue is not just the delay — it is the poor service, lack of accountability, and completely ineffective communication. I expect the following immediately: A clear and final confirmation of when this parcel will be delivered (not vague possibilities). Priority handling of this shipment given the errors on your side. A full explanation of why your cut-off policy was ignored and why incorrect expectations were set. Confirmation of what corrective action will be taken to prevent this level of failure going forward. If this is not resolved urgently, I will escalate this matter further. I expect a prompt response. Violet Maile