They often proffer an email address to which one should sent customer related enquiries. That email address is in addition to their regular one. More often than not any email sent to either addresses is routinely ignored.
As a test to make sure it was not just me that they ignore (I have been on their internal blacklist many times over they years) I arranged with some of the people on my list to send an email from their own computer using their own email address. Around 2000 agreed to allow me to conduct this test. I then sent such an email from the around 2000 different customer computers and of those more than 2000 around 82% were ignored. Not exactly conclusive proof but is a clear indication of how they hold their customers in utter contempt.
Why do they ignore the emails? That can only be answered by them. However, it is well known here in Hull that the Karoo customer services team follow very closely a sheet from which they read. That is how many other companies do things as well except that in Karoo's case they rarely, if ever, deviate from it. This sends customers tempers flaring as more often than not this tends not to solve whatever is/was the problem that prompted the question in the first place.
Ringing them up is no better either as it is essentially they same team so inherits all the same bad traits as emailing them does.
In conclusion it can be said, within the limited scope of the test mentioned above that Karoo Customer Services quite simply is diabolically bad.