*********** consultant and no service delivery

Tried to send a parcel overseas.

Completed the online form indicating what was in the package. Craig (service consultant) emailed late the next day wanting to know more details of the contents of the package. We gave it to him. The next day he came back, asking for volume amounts, value and where the items were bought. Again, we gave this to him. By this time, four days had passed. WE had to contact him the following day to find out if the parcel had FINALLY been sent. He rep**** a day later stating that dairy products cannot be sent out of the country. When we complained about the process taking so long and the fact that these questions were not asked on the first day, Craig said it was our fault for not stating the specifics of what was in the parcel. He also said that it was not up to him to know what was allowed in other countries. If you are an intermediary company dealing with exports/imports, he should know these things. He was also extremely ****y in his responses and tried to make it seem like it was our fault and that we are idiots. Craig gave us two options. He told us he would send our parcel back to us but that we would be charged for it or that they would repack our parcel and remove the dairy products. There is no way that we will allow anyone to repack our parcel, especially while we are going through a pandemic. Also, why should we have to pay a fee for our parcel to be returned to us when it is due to his incompetency that our parcel has been sitting at the company for the last 7 days.

I have been asking for a supervisors contact details and have still not received it. The phone goes unanswered supposedly due to load shedding. I want my parcel returned without being charged.