The Courier Guy refuses to take accountability for losing a customer's parcel.

Courier Guy had been working okay for me for the most part, with some issues here and there. I have had poor communication from the drivers from time to time especially with regard to unresponsiveness. The biggest issue now is that they have lost a parcel that I had sent to a customer and the driver **** and said that he returned it to me because it didn’t show up on his scanner (which he didn’t). His colleague, whom he was with, confirmed that they had picked up the parcel. My husband spoke to Donovan (the operations manager) trying to resolve this because it was escalating. Donovan promised to investigate and revert back, but has been dragging his feet. No updates, no feedback. He has been in remorseless and unhelpful. On top of all this, their system has been sending emails to our customer for days claiming that our business has been closed so they’re unable to pick up the parcel, which is false because the parcel had been picked up but they have lost it.

We’ve had to apologise to the customer and issue a refund on top of making this loss and take full responsibility for a mishap that wasn’t even ours. Courier Guy has taken zero responsibility in this situation. We’re extremely disappointed and after years and hundreds of parcels sent out, we find ourselves shopping for a new service.