Customer experience feedback

Good day,

I hope this message finds you well.

I am reaching out as a dissatisfied customer regarding an experience I had at one of your stores ( pnp penford in uitenhage, kariega) on June 9, 2025, around 15:19. During a weekend visit, I intended for my sister to collect a parcel sent to me, but our schedule became hectic, and we were unable to retrieve it until Monday, June 9, as I had to leave for Johannesburg afterward.

At the store, I approached the parcel collection area and was assisted by a staff member named Esmee, who was very helpful in searching for my parcel. She subsequently took me to an office in the back, where I encountered two women, one named Andrea and another whose name I didn't catch. Despite my polite request for my parcel, they informed me that it could not be found after thoroughly checking. I provided proof of delivery, but they remained firm in asserting that the parcel was absent.

Esmee looked for the package and even took me to the floor to make a call. There was a guy there who was preoccupied with his phone, which Esmee wanted to use, but I couldn't get his name since he was hiding his phone. They spoke in Afrikaans, and when Esmee asked if she could use the phone, he insisted he was on a call with a customer, although there were no signs of a conversation happening. I was getting frustrated with the situation in the store, and eventually, he handed her the phone. After Esmee contacted Aramex, she politely mentioned that we needed to communicate with them via WhatsApp to inquire about the parcel. Since I was in a rush to fly back to Johannesburg, my sister kindly said she would return to the store the next day to resolve the issue. We left the store that day without the package, and I went back to Johannesburg without it. My sister returned on Tuesday, June 10th, after contacting Aramex. She was informed that the parcel had been received by Whitney at 1:30 PM on Monday, June 9th, and we were at the store around 3:19 PM.

I need clarification on this situation. I was informed that my parcel wasn't at the store, but it turned out it was there all along. My sister asked for a woman named Whitney, and with the help of Esmee, we located Whitney in the PNP clothing section, where she had the parcel. Whitney mentioned that Andrea, the same person who initially claimed the parcel was missing, was the one who actually found it and brought it to Whitney. Apparently, a gentleman was at the store upset about the missing parcel. I felt very inconvenienced by this experience, and I received no apology whatsoever. The service I received was poor, especially since my parcel had been at the store the whole time. I wasted my time and fuel because my sister had to come back the next day. I'm quite dissatisfied with this experience and will take further action if there are no consequences for the individuals who treated me rudely, despite the fact that my parcel was there the entire time. I have attached photos of the individuals for reference. Thank you, and I would appreciate your response.

Thank you for your attention to this matter.

Best Regards, Hank Sitoto