1 reviews | Active since Aug 2016
Bad service, terrible customer service and ****** /rude staff members...
Fnf was supposed to deliver my package... After 3 days of not delivering I finally had to go and get 9t myself... Do you think that this is fair??? And the level of service I got from the risk manager and secretary was terrible. I sent a comprehensive email to Anne van goethem but after two days of no response, it's obvious that she's not bothered because she's useless and doesn't care about customer service.... Who do I complain to?
Good Day Ashim,
I have taken the time to read your lengthy e-mail this morning after returning to work from also being struck with the flu virus and not necessarily because I am useless.
I have investigated your complaint via e-mail and on this forum and would like to respond to your accusations as follows:
- FNF did not deliver your parcel, as the address provided was incorrect. We thank you for giving the correct address to the driver that called you on the 5th June. Unfortunately a driver cannot update our systems as they do not have access. This is why we request customers to call into our call centre if they require assistance.
- The secretary you are referring to is a customer service representative based at our Durban Branch I have taken the liberty to listen to the calls which we record for training purposes within our Customer Service Departments. At no time were any comments, or was the tone of the call deemed to be of a ****** nature. We do take accusations such as this very seriously within our business and it will not be tolerated should it ever be identified. Which in this case it most certainly was not !
- I find the Customer Service Agent to have been more than accommodating assisting you with your query, although you were unable to supply her with any information regarding a tracking number. She took the time to search our system to locate the order you were querying.
- She also took the time to call you back and confirm your order was on delivery to you. The delivery unfortunately had to be stopped due to there being no copy of an ID for the driver, as advised by yourself during the call. This is a non negotiable requirement of our customer which they require for FICA purposes. At no time would F & F abuse the ID copy provided to us as per the concerns voiced in your e-mail.
- The Risk manager you refer to is our Durban Branch Manager who has a number of years experience in Senior Management within the Logistics and Distribution Industry.
- After the discussion between yourselves, our Branch Manager offered to deliver your package to you personally whereby you confirmed you would rather come and collect it yourself from our Branch.
- On Saturday Morning our BM was available at the office as requested by yourself, but unfortunately he was called away to deal with another urgent business matter that was taking place.
I have shared your e-mail communication as well as this Post with our Senior Management and Directors who do take it personally when we are accused on Social Media of ******.
I would also like to point out in regards to your e-mail about posting on Social Media for customers that use our service for their logistics needs to see. While we do take this forum seriously the complaints per month equates to 0.001% of the deliveries we complete successfully.
Thank your for the time you took to raise your concerns and complaints via e-mail, and we have taken a number of your recommendations on board.
Regards
Anne Van Goethem
Good Day Ashim,
I have taken the time to read your lengthy e-mail this morning after returning to work from also being struck with the flu virus and not necessarily because I am useless.
I have investigated your complaint via e-mail and on this forum and would like to respond to your accusations as follows:
- FNF did not deliver your parcel, as the address provided was incorrect. We thank you for giving the correct address to the driver that called you on the 5th June. Unfortunately a driver cannot update our systems as they do not have access. This is why we request customers to call into our call centre if they require assistance.
- The secretary you are referring to is a customer service representative based at our Durban Branch I have taken the liberty to listen to the calls which we record for training purposes within our Customer Service Departments. At no time were any comments, or was the tone of the call deemed to be of a ****** nature. We do take accusations such as this very seriously within our business and it will not be tolerated should it ever be identified. Which in this case it most certainly was not !
- I find the Customer Service Agent to have been more than accommodating assisting you with your query, although you were unable to supply her with any information regarding a tracking number. She took the time to search our system to locate the order you were querying.
- She also took the time to call you back and confirm your order was on delivery to you. The delivery unfortunately had to be stopped due to there being no copy of an ID for the driver, as advised by yourself during the call. This is a non negotiable requirement of our customer which they require for FICA purposes. At no time would F & F abuse the ID copy provided to us as per the concerns voiced in your e-mail.
- The Risk manager you refer to is our Durban Branch Manager who has a number of years experience in Senior Management within the Logistics and Distribution Industry.
- After the discussion between yourselves, our Branch Manager offered to deliver your package to you personally whereby you confirmed you would rather come and collect it yourself from our Branch.
- On Saturday Morning our BM was available at the office as requested by yourself, but unfortunately he was called away to deal with another urgent business matter that was taking place.
I have shared your e-mail communication as well as this Post with our Senior Management and Directors who do take it personally when we are accused on Social Media of ******.
I would also like to point out in regards to your e-mail about posting on Social Media for customers that use our service for their logistics needs to see. While we do take this forum seriously the complaints per month equates to 0.001% of the deliveries we complete successfully.
Thank your for the time you took to raise your concerns and complaints via e-mail, and we have taken a number of your recommendations on board.
Regards
Anne Van Goethem