The most pathetic service ever!

I have an account with The Courier Guy since January 2021 for my business I send parcel with them on a daily basis.

So on the 01.09.2021 I booked two parcels for a same day delivery they were collected from me at 02.09.2021 10:15:43

One of the parcels was delivered to the client at 02.09.2021 14:27:48 yet the other parcel wasn't delivered so on the 03.09.2021 07:37 I called The Courier Guy's head office I spoke to a lady she said she doesn't understand why the other parcel wasn't delivered as it was dispatched and ready for delivery on 02.09.2021 so I advised her my client is leaving to Mpumalanga at 10:00 I need the parcel to be delivered before then she placed me on hold and spoke to the dispatch department and they agreed that the client will be receiving her parcel latest 10:30, So I asked her to kindly call the client and advise the client delivery will be at 10:30 and if she agrees that's fine. So I spoke to the client and asked her to please let me know when the lady from The Courier Guy calls her.

At 09:22 the client message me to let me know she never received a call from anyone and she needs to leave so I called in again this time I spoke to a man he also placed me hold spoke to the dispatch department and they were on their way to client from Johannesburg promised me yet again the parcel will be delivered to the client at 11:00 so I asked him to call the client because she was supposed to leave to Mpumalanga at 10:00 and ask her if she agrees that's fine he called the client and they agreed on 11:00.

At 12:02 the client messaged me and said she's still waiting on her parcel and she's leaving now so I called them once again I spoke to another guy who is now telling me the driver is in Pretoria and after his done there the parcel will be delivered I asked him to speak to a supervisor or a manager he tells me to hold on I'm waiting for the supervisor or manager meanwhile his calling the client then he says ma'am your client is absolutely okay with the delay so I asked him I asked to speak to your supervisor or manager you put me on hold to ask the client,so before I could check with the client she messaged me to tell me she told that guy it's not happy at all and they messing with her plans and the guy told her the driver is still in Johannesburg and he'll be there in 40 minutes but I was told his in Pretoria.

The parcel was delivered at 14:00.

So after that on 03:09:2021 I emailed the area manager that came to me after I opened my account with them no response so I called her and explained the issue to her she asked me to WhatsApp her the tracking number I did that and she advised me that the driver that never delivered will be held liable for the cost of this.

On the 06:09:2021 I received my invoice so I sent it to her asking why was I charged if the driver was liable for the cost she turned around and changed the entire statement from the 03:09:2021 now she's saying the driver was liable for the cost of the 03:09:2021 and it was apparently express and cost R600 so basically now it changes to me paying for the 02:09:21 of which they failed to deliver and after my calling now they deliver on the 03:09:2021 and the driver apparently pays R600 for that delivery so I told her that's the most stupid explanation I've heard and it's an internal problem and I need it to be fixed and as she said the driver will be liable for cost of not delivering my parcel on the 02.09.2021 I need him to pay for that and she said she will speak to the managing director to credit the waybill.

On the 08.09.2021 I messaged her for feedback and she said she submitted a request for credit she will advise once she has an answer.

On the 10.09.2021 I messaged her again for feedback she responded on the 13.09.2021 telling me that's she's following up with account department.

On the 13.09.2021 I messaged her again to get feedback

On the 14.09.2021 she messaged me to say she will now email the managing director directly. Later that day she messaged me and said this-(Hi, my MD has unfortunately declined the credit. As there is a notification on our website stating that there might be delays in our transit times by 24hours. Apologies about this)

So from the driver being liable for the cost,she following up with accounts department to the managing director now declining the credit..

I'm absolutely disgusted by this company!!