The Courier Guy just doesn't care about their customers.

Since the change over of systems the service delivery has really gone to pot

We are now charged a fuel surcharge for local deliveries which was not done before. We spend thousands of rands as a small e-commerce business every month and now we are not allowed to speak to an operator, only bots on the website that cannot answer questions.

We depend on transparency with our customers and as we offer free returns and exchanges the full delivery fees come out of our pockets and profits, so the only company that actually benefits is the courier guy. They are getting bigger, stronger and more successful, yet offer less service and expects us to just keep paying more. There is no individual attention and small businesses get no assistance.

All the drivers complain about unhappy customers but nothing gets done.

I asked if I could speak to my area manager to get some clarification, but that request has been ignored. There is no individual service like there was when I joined in 2016... I am just a number now and the courier guy actually doesn't give a hoot about the small companies trying to survive the pandemic... they just care about their profits.

I am utterly disgusted with the way we have been treated, and I am by no stretch alone as i have spoken to all my peers in my industry and they all feel exactly the same.