TNT EXPRESS WORLDWIDE - Port Louis, Mauritius

Service paid for : Express Delivery (4Days)
Amount paid : Eur 150.00

We paid for Express Delivery(4 days) for a parcel from Poland; Zabre to Mauritius;Floreal.

1.Consignment picked up on the 24th Aug 2015 from our supplier and received at your Katowice depot.
2. Consignment arrives at Liege Euro Hub on the 25 Aug 2015 and is received the same day at Paris Charles De Gaulle Apt.
3. On the 26 Aug 2015 at 13:15:00, it is held in customs at Port Louis awaiting clearance instructions from us.
We receive a call from Elodie Bauda who informs us of the arrival of the package and inquires about our choice of going with TNT for customs clearance procedures or we'll deal with it ourselves. She is instructed that we'll take on the services of TNT for customs clearance procedures etc.

4. On the 27th Aug 2015, we receive a call from Sheila Appadoo regarding our company Tax Account Number and pro forma invoice/commercial invoice which we forward by email but also state that both are with the package already, to which we are told it costs Rs 250 to open the box to retrieve the documents.

On the same day, we are forwarded the total amount to pay for customs charges and fees by Devi Pursun, to which we send an email on the 28th August 2015 in the morning that authorise and agree to the charges.

5. 28 Aug 2015 at 16:00:00, consigment has been released by customs. Prior to that, we phoned Elodi Bauda to confirm what time delivery will be made and we're told that if it's not released by customs before noon then it will be a late delivery, to which we agree.

We waited till 7 pm for the delivery to come but there was no update or call from anyone regarding this matter.

As I got back in the office at 8pm, it was too late for me to call your
TNT office to inquire about the delivery.

6. 29 Aug 2015 - I send an email to Elodie Bauda to inquire about delivery today.
30 mins later, there's no reply.
I call on the land line a few times but it remains engaged.
I call on the mobile number and Elodie Bauda answers so I ask what time will delivery be made, to which I'm told that it will be on Monday cause the driver is at Pailles.

So I start to inquire for what we paid Express Delivery then when it's been cleared by Customs on the 28th Aug 2015 at 16:00 and we were expecting a late delivery on that day? She tells me that the driver was at Pailles yesterday and for whatever reason known to the driver only, the delivery was not made.

Elodie Bauda told me she will check with the driver and call me back in a moment when I ask again for what did we pay for Express Delivery then?.

5 mins later, she calls me to inform me that the driver will be making the delivery today at 15:00

How exactly is it my problem that the driver is at Pailles or Plaisance or anywhere else? How does that even concern me where the driver is? Once the parcel is free to be delivered, why is it not being delivered?

Should we not have received an email from Sheila Appadoo on the 26th Aug 2015 itself instead of the 27th Aug 2015 for the pro forma invoice and commercial invoice? So one day lost to deliberately slow procedures at our expense?

Should we not have received the delivery on the 28th Aug 2015 in the afternoon after it was cleared by customs? Another day lost to deliberately slow procedures at our expense?

Should we not have received the delivery on the 29th Aug 2015 in the morning instead of 15:00, and that's after we started to inquire why it was not delivery on 28th Aug 2015 instead?
Another day lost to deliberately slow procedures at our expense?

In all, we have lost two full days of work for a client totalling
Rs 15,000. The reason why we trusted TNT and paid extra for Express Delivery Service 4 Days was to minimize downtime on our side and at least be able to satisfy our client that we'll be able to restart work by friday after we receive the parcel by the 27th Aug 2015; we would have been able to perform work agreed on the 28th Aug 2015 and 29th Aug 2015.


Absolute piss poor service TNT Mauritius that appear to deliberately delay delivery and charge more for storage?
If you can't give the service advertised, please put the key under the door and clear off.