Unclear communication, highly delayed delivery, poor customer service

I am writing to express my extreme dissatisfaction with the recent delivery service I experienced, and I feel compelled to bring to your attention the numerous issues I encountered.

On Wednesday 29 November, I dispatched a package for delivery to an address in the general Brits area, to be delivered to a recipient travelling to the Netherlands on the 3rd of December. Unfortunately, the delivery was sent to Groblersdal (Middelburg depot), almost 180 degrees in the wrong direction, due to an incorrect address entry - even though I was quite clear in my delivery instructions.

What followed was a series of frustrating events. After wrongly sending to Middelburg, the package was returned to the depot in Johannesburg, I received no notification of the delay or any attempt to clarify the situation. Shockingly, the package was resent to the same incorrect address without any communication from Courier Guys or Pudo.

Upon discovering these errors through tracking details, I contacted customer service, where I was assured on 1 December by two representatives that the issue would be promptly resolved. Unfortunately, this turned out to be a false promise, as subsequent calls on the 2nd of December revealed no action had been taken, and as of 4 December the package was still stuck at the Middelburg depot.

Now that the recipient is abroad and the package remains undelivered, I requested it to be returned to me. To my surprise, I was informed that an additional courier fee would be required for the return.

While my previous experiences with Pudo and the Courier Guy were positive, this recent episode has left me deeply disappointed. I had hoped for a swift resolution, but the lack of communication, incorrect assurances, and additional charges have left me with no choice but to reconsider using their services in the future.

I trust that they will take this feedback seriously and use it to improve your service.