Poor experience - a simple solution to fix a system would have prevented an upset customer and TCG staff and management would have had an great day assisting customers not trying to defend a customer unfriendly system they have to use

Poor, poor, poor, poor Customer Experience I book a same day shipment request online. I go in around 9.30 am to book this request. It allows me to select the date and says earliest collection from 11 am to 3 pm. I select 12 pm as parcel will only be ready for collection at this time. I follow the remaining process and get a confirmation. Poor experience no 1. - driver arrives at 10 am. Obviously parcel is not ready. COLLECTION FAILED ATTEMPT. I contact the call centre (sorry I did not get hold of his name) and get told it was incorrectly allocated to the incorrect driver. The message was an internal message and not meant for the customer - strange as it is on the customer portal. He confirms that collection is still on. Poor experience no 2 . 12 pm - I check on tracking and still says Collection Failed Attempt. No update. I check with our supplier and no collection. I phone into to confirm collection request is still on. Speak to Muhumed (not sure of spelling), He says hold on. After a few minutes Morne answers to phone. I say hello twice no answer and phone gets put down. Poor experience no 3. I phone back and speak to Cynthia (again not sure of spelling). She also goes away and comes back to say parcel will collected but will only be delivered tomorrow. Despite me saying but I requested SAME DAY she say it should have been collected by 11 am latest. I try explain that the system allowed me to select the 12 pm time and nowhere does it say I have to book latest 11 am. Poor experience no 4. I get put through to Morne, the Manager who proceeds to tell me that although the systems is wrong and allows you to book a SAME DAY collection time after 11 am I should know the rate card and rules used when I signed the contract. REALLY IN THIS DAY AND AGE you throw the T & C's in the customers face when you know your own system is at fault. Poor experience no 5. No apology, no lets try see if we can assist, just a continual regurgitation of the above rate card and rules I signed. So I say please do a refund for this request. Glady accepted by Morne and quickly put the phone down - no attempt to retain me a customer by saying we will try and improve the system for our customer, our staff should have advised you on the first call, etc.

Thank you TCG - you have lost a customer and I will not be promoting you to anyone I know.

P.S. the cancellation of shipment request was processed very quickly - just wish everything else was done so efficiently as then TCG would not have lost money and a customer