Very Bad Service

I experienced extremely bad service from The Courier Guy. The drivers were the most professional of the staff of The Courier Guy, they seem to do their job well, however the "customer support" staff are absolutely terrible. They do nothing but waste my time and money.

I was waiting for a package to be delivered. There was no indication of when it would arrive, either early in the day or later, and so I waited until after 17:00. Still no sign of the package, and so I attempted to contact "customer care" via The Courier Guy's website. I selected the option to chat to an agent, however the screen just kept on saying to please wait while we get hold of an agent for you, and nothing ever happened. I then phoned "customer care".

Upon getting through to "customer care" I spoke with someone by the name of Mariska. I asked Mariska when the package would be delivered and she said to wait whilst she contacted the driver. After more than 10 minutes of being on hold Mariska told me that the package would be delivered, "within the hour" and so that issue was seemingly resolved (or so I thought.) I then proceeded to complain to Mariska about their terrible website interface and asked her why I was put on hold for so long. Mariska seemingly didn't like this and put the phone down on me.

Immediately after this I received an e-mail informing me that the delivery had been cancelled! Now, of course I needed to know what was going on and so I attempted to get through to "customer care" once more. Each time I got through, however, the phone was put down on me!

I tried, over and over to get through to "customer care" but to no avail since the moment Mariska saw my number show up, she put the phone down on me.

Now I was forced to take steps to circumvent this situation and so I made use of another phone (VoIP) service to phone "customer care", so that my number didn't show up to Mariska. This worked and she took the phone call.

I asked Mariska what was gong on and she said she would phone the driver and speak to the regional manager. I was put on hold for close to 15 minutes. Finally I received an answer saying that the driver would still deliver the package (it was after 18:00 at this point), which did finally happen.

Aside from the very bad "service" from The Courier Guy, I incurred R130 in costs in VoIP phone calls AFTER my initial phone call to "customer service", something that would have been totally unnecessary if Mariska had not played games with me!

I have asked The Courier Guy to reimburse me for this expense. They refuse to do so, and I was not even factoring in my professional time that has been wasted by The Courier Guy.