Sürat Kargo Delayed the Delivery of My Package Without Proper Communication
Sürat Cargo has failed to deliver my package as expected. Although the package showed as delivered on November 12, 2024, it appeared in the distribution branch at 9:17 on November 11, 2024, in the app of the company from which I purchased it. I tried calling the branch throughout the day to confirm the status, but no one answered. Since I was nearby around 5 pm, I stopped by the branch, where they told me the package hadn’t arrived yet. The next day, November 12, I did not receive a “cargo out for delivery” message, so I called the branch, but again, no response all day. Customer service told me the package had been at the branch since around 2 am on November 11 and advised me to wait. On November 13, after still not receiving my package, I called the branch again, but there was no answer. Customer service only mentioned that they had forwarded the issue to a solution unit. Feeling that no solution was in sight, I contacted the Regional Directorate, who informed me that the package was with them and should be delivered that day. They connected me with the branch, who claimed it would be delivered today or tomorrow. When I asked why it was delayed, they mentioned that the package was large (32 liters) and couldn’t fit in their vehicles due to high demand, so they kept it waiting. When I insisted that the delay was unacceptable, they said, “Your package doesn’t have to be delivered to the floor; you can collect it from the door.” This contradicts the service I paid for, which includes delivery to the address. While I understand occasional delays due to demand, it is unfair for Sürat Cargo to hold my package without proper communication or alternative arrangements.
On 13.11.2024 at 14:24, I was able to speak with the branch through the regional directorate's phone forwarding. They graciously said, "If we can make it, we'll send it today; if not, we'll send it early in the morning!" They are not sending the incoming packages in order but rather according to their own whims.
There has been no response from the Cargo company regarding the issue. I couldn't find any legal regulations or legislation related to the delivery time of the cargo. There is also no information about this on the cargo company's website. When I spoke with the branch again this morning around 10:00, through the Regional Directorate's phone referral, they told me that the product had been loaded onto the vehicle and would be delivered by noon. No message indicating that the cargo was out for delivery was received, but when they checked the system, they said it was out for delivery. However, of course, despite it now being 4 PM, my cargo has not been delivered. According to the information I received from customer service, the cargo that arrived at the distribution branch should have been delivered on the specified date, which is November 12. They also used the excuse of the workload caused by section discounts, but deliveries I was expecting from two other different cargo companies were delivered on the specified dates, yesterday and today. It seems there is an issue only with Sürat Kargo.
At the end of 3 days, my package was finally delivered at 18:10. However, before the package was delivered to me, it was already marked as delivered in the system. I checked 5 minutes before the package arrived, and I don't know when they entered it as delivered. Additionally, according to the Road Transport Regulation, they are required to deliver the package within 3 days. Everything is written in this regulation, in case anyone needs the information.
