Failure to service

I am writing to express my deep disappointment and frustration with the service I have received from your Durban branch. I have been attempting to obtain clarity on your pricing structure, but the experience has been far from satisfactory.

Recently, I was charged R1,400 to send a ceiling fan from Durban to Port Alfred, which seems exorbitant. Even more concerning, I was charged over R2,500 to send a similar fan to Potchefstroom. When I queried these charges, the only response I received was, “The price you see is the price you pay.” This lack of explanation or effort to address my concerns is unacceptable.

Adding to my frustration, the staff on your helpline appear to lack adequate training to handle anything beyond basic inquiries. Their inability to provide informed answers is compounded by the dismissive attitude I encountered when attempting to escalate my query. A lady at the switchboard spitefully transferred me to Johannesburg when I asked to speak to a representative, which is unprofessional and disrespectful.

Since Friday, I have made multiple attempts to speak with a representative. Each day, I am told that the representatives are unavailable—similar to McDonald’s infamous ice cream machines. I’ve left messages, wasted airtime, and sent emails, all to no avail. It appears as though my inquiries are being deliberately ignored. Is it because I am not a new customer? Or perhaps the team is inundated with similar complaints?

Your inability to provide consistent, clear pricing and responsive service has caused me to lose numerous sales. If your focus has shifted solely to corporate accounts like Amazon, perhaps it is time for me to explore alternative courier services that value and support small businesses like mine.

I urge you to address this matter promptly and provide a clear explanation of your pricing structure, as well as an assurance that such poor service will not recur. I am available for a call to discuss this further, but only if you can guarantee a response and resolution.