POOR SERVICE AND UNPROFESSIONAL BEHAVIOUR

I am writing to express my extreme disappointment regarding the terrible service I received from your company concerning my recent delivery.

Before the parcel was collected, I contacted the company I ordered from and requested that the delivery address be changed. I was later informed and assured that the address had been successfully updated and confirmed with your courier company.

However, when the driver contacted me, he informed me that the address had not been changed at all. Instead of handling the matter professionally, the driver spoke to me in a very rude and disrespectful manner. He demanded that I “send someone” to collect the parcel from him and he is at the mall which is 30 minutes away from my house. He further dropped the call while I was speaking to him . His attitude was completely unacceptable and highly unprofessional.

I then contacted your call centre for assistance. I spoke to an agent who advised me that she would contact the driver directly. I was then placed on hold for more than 30 minutes with no update whatsoever, only for the call to eventually be disconnected from your side without any resolution or courtesy callback.

The entire experience has been frustrating, stressful, and completely unacceptable. The lack of communication, poor customer service, and disrespectful behaviour from your staff reflects very badly on your company.

I expect this matter to be investigated properly and for appropriate action to be taken regarding the conduct of both the driver and the handling of my call by your support team. I would also appreciate an explanation as to why the confirmed address change was not updated correctly on your system.