Very Disappointing

My experience with "The High Co" was very disappointing. I was aliasing with the owner of the company, named William. I placed an order online and my partner received a SMS from PostNet that the package is ready for collection in Gordons Bay and we are located in Cape Town.

We enquired to why the package was delivered in Gordons Bay which is about an hours drive from where we live.

He came back to me through e-mail and his words were the following. "Your order makes no mention of "Ruyterwacht" and you did not specify any local postnet. When googling the nearest postnet this is the information that we receive. We rely on clients giving us full and correct information, so I will unfortunately not be able to assist you any further with this package." He provided me with an screenshot of what Google's result was.

He didn't trace back to all his steps to make sure that there is anything that could be an error on their side. Upon observing the screenshot he shared with me, I saw that he didn't even add my postal code which is an important part when searching for an address on Google maps. This information he had, but he obviously wasn't very detailed orientated.

I knew for sure that I added my physical address on my online profile and upon ordering my product, and I did choose a local PostNet which was in Goodwood, Cape Town.

I doubled checked all my steps and found that there was an error with their website, that my physical address was correctly added on the form, but upon saving it doesn't reflect my "suburb". This could also mean that an error accord when I selected my local PostNet, but I am unable to experiment this possibility myself. I did however confirm that their address form is not working 100%. The form does not reflect some suburbs upon saving.

I e-mailed him back and shared with him that this is not very good service I'm receiving from The High Co. He didn't even provide me with a solution. I provided him with a very detailed description of the error that I found, so that the company's website developer can correct this. Also, I shared with him that my postal code is on the shipping address and that would have been enough information for him to find my location. I provided him with a screenshot, showing what result Google provides when searching the whole shipping address which is on my order receipt. At the end of the e-mail I asked him to provide me with a solution, because this is entirely their fault.

His response was the following. "Thank you for your detailed feedback. None of our other clients are experiencing an issue with their suburbs reflecting on postnet orders. Am the owner and do it all. Will update our checkout process this week to make the postnet process clearer."

This response from William shows that he blames me for not being more observing or focused when I did the online order. Also, denying the valued information for the growth of his company, because other people has not experience the same issue before me. Well, there is always a first time for everything William.

I e-mailed him back, trying to be more transparent. I explained that it could be that it only does not reflect some suburbs and asked him if he went and experiment himself to see if it does the same on his side. Also, I told him that I could send him a video if that would clarify the situation for him. I provided him in this e-mail options for a solution for us, because I already asked him twice before this time for a solution, but upon his responses, he just ignores that fact of the situation completely. I also told him if he has a better solution, that he must please share it with me.

I still haven't receive any response from him to my last e-mail. I e-mailed him again asking if his going to run his business and assist his customer, but no response from The High Co, leaving us to take responsibility for his actions,

We paid the delivery fee, but the package was not delivered to us and now we have to pay an additional R200 petrol cost to drive to Gordons Bay's PostNet to retrieve our package.

Very unprofessional. He doesn't show any interest in his customers needs. He does not realize that it's the customers who is building on his funds and marketing. He is stubborn and doesn't want to admit his wrongs. I gave him constructive criticism, but his not open minded to receive any change, which says allot about his character.

He definitely does not know how to run a business and this is absolutely fine, but if you know you don't know everything at least be open to learn or maybe slow down on the smoking when running a business if you can't balance it all together.

I hope that he reflects upon himself and bring growth to his reality.