POOR SERVICE | MISREPRESENTATION | LACK OF RESPONSIVENESS

From: Coenie Bezuidenhout Sent: 19 December 2019 10:14 To: *** Subject: ORDER #***

Good day,

I refer to the above order. The order was placed on 5 December 2019 (I was referred to Zando by a friend). Payment was made on the same day. On even date I received an email that stated delivery will be between 12 – 17 December 2019.

My order was only dispatched on 14 December 2019, 6 days after the order was placed.

I contacted Zando on 17 December 2019 and was provided with a tracking number. Samantha took the call and offered an apology, but there was no action taken and I was simply asked to keep an eye on the parcel tracking.

According to Dawn Wing, the parcel only arrived in Cape Town on 17 December 2019. No further events took place on the track and trace report since then. Today is the 19 December 2019!

I am dissatisfied that for 6 days nothing was done to process my order, furthermore, that the delivery was not completed by 17 December 2019.

I just contacted Zando again, my call was only answered after 20 minutes of holding. Samantha took my call again. She contacted Dawn Wing and was told that the parcel is on its way the depot and that it should arrive at the depot today and should be delivered tomorrow. No definitive time lines are given.

I understand that this is the holiday period, but if you cannot meet the demand, then in the very least manage your customer’s expectations. Don’t make representations that a parcel will be delivered by 17 December 2019, and then it is not. I acknowledge that unforeseen circumstances can happen to delay a delivery, but should you not extend a customer the courtesy of an email of text message to inform the customer that there is a delay then?

This is truly unacceptable!

Annoyed, Coenie Bezuidenhout