Most Pathetic Service Ever from Rustenburg Branch

I would hereby like to formally log a complaint. The most terrible pathetic service ever, I received from Rustenburg Branch. I did go into the Rustenburg branch on the 29/11, just after 8:00 in the morning. I usually use The Courier Guy for all my courier needs and always found that the service was on par and very good. This time not, I requested a pick-up from Pretoria and then send back to Rustenburg. I did do this previously once every 2 months, never had problems before. My tracking number is – MNWK8V. The address provided was Genesis Centre, 511 Jochemus Street, Erasmuskloof, Pretoria, 0048 and I did mention that this is in the Kloof Medi Clinic (as per google screenshot – like always). As this is medicine I normally go and arrange pick up 3 days in advance, before I run out, so that there is more than enough time for the courier to be on time. On Tuesday, the 3/12 the saga started, when I phoned into the branch to find out if the package has arrived. No, they said, the driver could not get hold of the office number I provided or the person. I advised them this is impossible, because when I phone the number, someone answers, always. But anyway, on Wednesday the 4/12 I was referred to the branch manager, by the name of Sarel. He advised that this was a problem on the Pretoria side / drivers and that he will sort this out with a manager there. I pleaded my case and advised him that this is very urgent now, as I ran out of medicine. I promised that the package will arrive on Thursday. Thursday still nothing, more excuses. They never phone back, and you must keep on following up. On Friday 6/12 I phoned again around 10:00, still nothing. Again, Sarel promised that he will arrange pick up and phoned the office number (that I provided) without any delay and they advised that they leave the package at the hospital reception to make it easier for the driver. At 11:00 I phoned again, no positive feedback on pick-up. At 12:30 I phoned again and Sarel promised that I do not need to worry, pick up will be done and I can collect on the Saturday which was the 7/12. So, with confidence I went into the branch on the Saturday, at 10:00. The branch was very busy and after a 20-minute queuing wait, it was my turn. Guess what – no package. Then I requested the staff member to maybe call Sarel for assistance or an update. She in a very unwilling manner advised that he does not work on Saturdays. I then also tried to phone him from my cell, which he has the number as we did communicate so many times the past week, still no answer. I then resorted to the call centre. They just simply also advised me; my problem cannot be solved as the Pretoria Warehouse manager is also not working on a Saturday.

Well, I still do not have my package. How is it acceptable for a simple pick up to take 6 business days and still not resolved??? The absolutely no care attitude, no follow-ups and non-returning of phone calls is absurd!!!

I will never use your company again or refer you to anyone I know.

Regards, Elize Jordaan-Wenhold.