A parcel was sent to me throught ‘counter to door’ service on 12 January 2012 with reference TC137109661ZA. Delivery was expected on 13 January 2012. After waiting at the indicated delivery point until 12pm, I went to the post office to enquire and/or collect the parcel myself as I needed it urgently. It contained licencing papers for a car whose temporary licence expired on 11 January 2012. The following is what transpired in my dealings with Mabatho General Post Office where Speed Services is housed and is also the essence of my complaint: On my arrival at Mmabatho Post Office I was welcomed my two ladies who seemed pleasant enough in attitude and approach to me. They were at counter number 1 on the day (12/01/2012). I gave on of them my reference number after explaining the nature of my business at the Post Office. She checked her book and informed me that the parcel had been taken for delivery. I asked her if she could find out if the delivery lady/guy has already been to my office because I had locked and would not have found me. The lady told me that I should go back to the office and wait. I again asked her to find out and offered that if the cost of the call was the problem, my phone could be used or I could be given the number of the delivery person so that I could acertain that we do not miss each other. At this stage the lady grew impatient with me and told me ‘taboga o ye ofising o tlogele go senya nako ka go bua’ (Tswana saying which translates roughly: ‘go to the office quickly and stop wasting time by talking’). This was said in a very dismissive way which made it very clear that she was no longer interested in me and my suggestions. I asked her what would happen if the person did not get and whether someone else could receive the parcel on my behalf. She again reminded me that I was wasting time talking and the guy would not find me at the office and reminded me that the particular service I opted for was ‘counter to door’ not ‘counter to counter’. She also told me that if the person did not find me at the office the parcel would be brought back to the Post Office. I went to the office as directed by the lady without any further argument as I was getting irritated by her attitude and hoped not to have to deal with her again. That was not to be, however. I waited at the office until 5pm and nothing was delivered. On Saturday, 14 January 2012, I was the first customer at Mmabatho Post Office. I was waiting at the door when they opened at 8am. The lady immediately recognised me and directed me to counter 1 again. She asked me if I was still looking for my parcel to which I answered in the affirmative and further informed her that I had waited until 5pm for the delivery. She, without comment, took the paper with my reference number again and went to the back where she spent more than 15 minutes (I was counting minutes) and was getting very annoyed iwith the service I was getting. When she came back she motioned for me to come back to the counter as I had already offered myself a seat on one of the benches. She was talking on the phone and I heard her say in Tswana, words to the effect that ‘I need to know who signed for it because the customer is here’. At the end of this phone call, she informed me, and by this time her colleague of the previous day had joined us at counter 1, that my parcel had been delivered to Unibo Post Office and I could collect it there. I must admit that at this stage I lost my temper and had to work hard to maintain composure and be professional. I reminded her of the events of the previous day and what her responses to me had been and she did not contradict me. I informed her that I needed to know the procedure for laying an official complaint and I was not happy with the service. She shouted at someone as an inquiry whether Speed Services had a form for this purpose. In response, the only man in the office on the day, came to me and, I must say, he proved very professional and understanding. I wished I had dealt with him the previous day. He informed me that he understood my frustration and that I was not being unreasonable by complaining. He offered to help me with the complaint process and even advised me that their Post Master will be in the office on Monday and I could see him if I wanted to take the matter up. However, as I am writing this two hours after my visit to the Mmabatho Post Office, 1. I do not have my parcel 2. I cannot drive to do my business because the licence of my car has expired 3. Importantly, I am disappointed at and frustrated with the service of Speed Service 4. I do not know who to contact at the NWU Post Office. As a matter of fact, I did not even know that NWU had a branch of South African Post Office. Unfortunatel, I this my mistake, I did not get names but I think the information given is sufficient for identification of the people involved, for anyone serious about pursuing my complaint.
This review (Speed Services Couriers [SSC] Complaint) was originally published at Skeptic Files.
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