*****ulent fees and disgusting attitudes

The two stars are for the drivers who usually deliver promptly and with manners. The reason for the complaint is that I'm absolutely sick and tired of the mismanagement at the Port Edward branch and the utterly disgusting attitude displayed by Kerry every time I have a problem. A few months ago, the driver (not the usual one for my neighbourhood) just decided that he didn't feel like delivering my package to my door, so he left it at the kiosk without anyone even bothering to tell me!!! When it didn't arrive, I made contact and experienced Kerry's attitude for the first time. Full of whimpering excuses and no actual action. It took me threatening to post here for them to deliver the package as was PAID for.

This week I needed an urgent item, required to run my business, so the sender PAID for OVERNIGHT delivery (paid for by me in my order, and paid over by the sender when sending) and ensured that it was handed over before 2pm on Monday (29 May 2023). On Tuesday, I tracked the item and it had barely even left Jhb!!! I tried to call to find out what was going on, but no one answered. On Wednesday morning I finally got the notification that it was out for delivery (already a full day late!!!) so I hoped that I would be able to make up for the lost time, even though that shouldn't be my problem when it was TCG's mess. 16:30 on Wednesday afternoon I gave up waiting and called the Port Edward branch to find out where it was (worrying that it had just been dumped at the kiosk again!) and once again experienced the foul attitude of Kerry. This time it was excuses about new drivers (maybe keep your good staff happy so that they stay?!) and getting lost and they aren't even in the area and my package won't be delivered today either!!! Again, no sincere apologies or actions, just excuses and talking over me time and time again. I told her that I've had enough of her attitude and nonsense excuses and that this isn't the first time I've had a problem with her and the way she talks to customers. I insisted that my package be delivered today because I PAID for OVERNIGHT and it had already been two full days and now I was being told it would be three?! NOT ACCEPTABLE. If you cannot deliver in the timeframe paid for, the fees must be reimbursed and you must not offer that delivery timeframe. You CANNOT charge customers for a service and then just not provide what was paid for - that is *****. And then to add insult to injury by being treated like dirt by this awfully rude and unprofessional Kerry person is now just too much.

After threatening to take action, my package eventually arrived around 17:40, requiring another call because the driver didn't open his eyes and see the number on my gate!!! He literally just needed to turn around and look behind him. Then he complained he couldn't see it in the dark... which isn't my problem because he shouldn't have been here after dark!!! And then, to top it all off, he tried to ignore the contactless delivery promised. I understand he may be new, but then he should be trained properly before sending him out alone. This is entirely on TCG for dreadful management, poor training, and vile attitudes. I fully expect something to be done about this, a refund for the delivery fee, and I absolutely expect a written apology from Kerry or I'm taking this further.

I've always supported TCG and have converted many people (and even businesses!) to using this company instead of others. But this increasingly poor service is going to change that. Shame on you all.