THE COURIER GUY HAS DONE IT ONCE AGAIN!

I am writing to formally lodge a complaint against The Courier Guy Grabouw branch regarding a failed collection and poor service! On 23 June 2025, I booked a shipment collection for a package located at my supplier’s premises in Bot Rivier, Grabouw. The waybill was forwarded to the supplier by approximately 09:55 AM that same day. The collection was intended to happen on an overnight basis. However, on the morning of 24 June 2025, I checked the shipment status only to find that no collection had taken place. The tracking system misleadingly claimed that the package was “not ready for collection.” I immediately contacted my supplier, who confirmed that no courier had arrived at their premises at all. I then attempted to reach The Courier Guy through standard support channels. After being transferred multiple times between branches, I finally received the Grabouw branch manager’s number. I WhatsApped the manager, explaining the situation via voice note. His response was both dismissive and unprofessional. He told me the package wasn’t collected because: • It was "not booked in time." • The driver had already been in the area, which is apparently handled first on their route. • I should “book early” next time to avoid this. This is unacceptable for several reasons: • I booked the shipment before 10:00 AM, which is early enough by any industry standard for a same-day collection. • Nowhere on your website or booking system is it stated that Grabouw collections must be booked before a certain time or that only one driver is assigned per route with no flexibility. • The false tracking status ("package not ready") is misleading and seems designed to deflect blame from your service failure. • This delay has caused financial loss to my business, disrupted my operations, and shown a clear lack of reliability from your Grabouw branch and The Courier Guy overall! A couple of things you can do to help improve your slowly declining customer service level: • Clarification of your collection policies, particularly regarding route planning and booking cut-off times. • Disciplinary action or service review of the Grabouw branch operations to prevent repeat issues. I trusted The Courier Guy with my business, and this incident—along with similar past problems—shows a disturbing trend of disregard for client service and transparency.