Room for improvement...

I have been using TheCourierGuy, particularly the George/Mosselbay branch a few times now and must say, 60% of the time I have no issue and personnel have been friendly and helpful.

Initially I would say about 2 years ago, I was rather impressed with services, but as time has gone on my personal experience and opinion of them has deteriorated.

Particularly recently, I will recount 2 events that has left me with a bit of a bad taste in the mouth. Apologies for the long read but I am trying to provide detail and context.

Most of my courier items are computer related where I need to send or collect them from suppliers. A few months ago I had a motherboard sent back to the supplier for testing, after making all arrangements and providing dimensions of the box to the courier I paid R100 for overnight. Standard rate is as of the time R85 but the item was .2kg over and so it was R100, which I didn't have issue to pay albeit I did feel it was a little nit-picky, especially after getting lip from the front personnel when I queried it but OK...

The item was sent overnight and reached the hub in CPT but was not delivered, this was the Wednesday of that week and I specifically asked have it at the supplier overnight and paid for it. I get told by TCG in CPT that the item was sent as normal and not overnight...I then called TCG in Mosselbay and spoke to the manager who gave me the initial R85 price and said it would be overnight. The manager apologised and said they would have it first thing the morning at the supplier i.e. opening time and yet it got their late morning.

Since I only got the item to the supplier a day later I had to push to get it back by Friday, only later during the day I could collect and had to quickly arrange with TCG which they managed to do but they missed a critical step and that was to inform the supplier and driver of the item that needed collection.

To clarify, TCG usually contacts the collection point for volumetric info, in this case they didnt, nor did they inform the driver of the size and it was simply collected.

Since it was collected Friday, I would have to collect it at the depot in George but needed to pay in Mosselbay for it first. I asked what time they close and was told 1pm on Saturday. I get to the kiosk to pay and the same person turns the open sign over to closed almost in my face, this was 11am...I stood my ground and was "helped" seeming begrudgingly by the same person who gave me lip who seemed to be at odds with the manager (the one at that time) that assisted me with initial arrangements.

Expecting to pay another R100 you can imagine my shock when I get told its about R250, when I queried it I was simply told, this is the box they received it in. I proceed explaining I didnt ask for a box this large, nor asked the supplier or them or anyone to put it into one. Also why didnt they verify with me if the new price is acceptable...so left with no choice I pay it and leave, getting no receipt because their system is also down...joy...

Heading to George to collect, about 40 or 50km there and another back I get to the depot at 12:00 and just in time too apparently as I was told they just about to close...what happened to 1pm?

Recently I had a similar situation where I was again told R85 and when I go to collect its all of a sudden R140...So again I ask why when it was quoted and they themselves arranged with the supplier, got dimensions as I was told by the supplier they were in contact with TCG. While I am questioning and getting irritated with silly excuses the person says that it looks like R120 now...and I still don't understand and am told that CPT measures the bag...? I didnt understand and said but measure the box in the back...at this point im highly annoyed but only after my suggestion and measuring I get told that it is R85...

Even though this person apologised, I feel the need to stress this behaviour is very unprofessional and unacceptable. You can't provide the client with a price or not inform them of a price change and then if they accept the revised price only can you accept the transaction.

One can only blame COVID19 so many times and for so many things until it becomes a way to hide your own shortcomings...

Despite this I would like to continue using TCG and I would like to give them a 5 star someday. This review does not reflect TCG but only my experience in this particular area.