Bad service with no sense of urgency and tenacity

I requested a collection on a friday late. It was only processed when I followed up. Imagine Im out of the country the follow is costing me. From The bridge branch in Port Elizabeth. I will paste the email thread. The store didnt bother to apologise and ackonoledge the fault was on their side. They kept on justifying. I've worked in Customer service for very long time and your company does not even have a sense of urgency asI needed those documents ASAP. I require a letter of apology from Twanette as she has not demonstrated any empathy with regards to my issue. Look at how she responded on my email: and tell is this the best she could do?

Hi Yonela,

I have communicated with the courier services and was informed that there were in fact a miscommunication on their side with the one lady that went on leave this week. They will be collecting it tomorrow 9th of May and it will be delivered on Thursday the 10th of May.

Kind Regards,

Twanette Olivier.

This is not acceptable. Now I have two wait two more days again but the documents are in the same province. This is really costing me a lot of money. Those document needs to be in China asap and you are delaying the process. I still need those documents to go to the China embassy that will take four days as well. Can you please make sure that by tomorrow the documents are in JHB. Just imagine if I didn't call I was going to wait and wait. I called twannete on friday and gave her all the information required with all the references. I really do not understand. This is putting pressure on me. Can you imagine the stress of being in another country having to deal with admin that involves your job. Its costing me a lot of money just to call you guys from China. I'm not accepting the 2 days TAT at all. Make a plan please this needs to be escalated and treated as a matter of urgency.

Regards, Yonela Show quoted text Hi Yonela,

When we spoke on Thursday the 3rd of May I informed you that if you get the reference to me too late nothing will happen on that day (Friday the 4th of May). The delay is on the courier services side and I will have them mark it as urgent.

Kind Regards,

Twanette.

From: Yonela Phandliwe ********** Sent: Tuesday, 08 May 2018 3:41 PM To: ********** ********** Subject: Re: Parcel Collection and Delivery.

Show quoted text Hi Yonela,

When we spoke on Thursday the 3rd of May I informed you that if you get the reference to me too late nothing will happen on that day (Friday the 4th of May). The delay is on the courier services side and I will have them mark it as urgent.

Kind Regards,

Twanette.

From: Yonela Phandliwe ********** Sent: Tuesday, 08 May 2018 3:41 PM To: ********** ********** Subject: Re: Parcel Collection and Delivery.

This is not acceptable. Now I have two wait two more days again but the documents are in the same province. This is really costing me a lot of money. Those document needs to be in China asap and you are delaying the process. I still need those documents to go to the China embassy that will take four days as well. Can you please make sure that by tomorrow the documents are in JHB. Just imagine if I didn't call I was going to wait and wait. I called twannete on friday and gave her all the information required with all the references. I really do not understand. This is putting pressure on me. Can you imagine the stress of being in another country having to deal with admin that involves your job. Its costing me a lot of money just to call you guys from China. I'm not accepting the 2 days TAT at all. Make a plan please this needs to be escalated and treated as a matter of urgency.

Regards,

Yonela

Show quoted text And you said it will take 48 hours. I knew that on friday it will definitely be not delivered. You said tuesday is the latest. Today is tuesday and if I didn't call today what was going to happen today if I didn't call more delays. So now it will take 4 working days. Show quoted text Hi

If you called late on Friday the collection would have only been booked on Monday, if Twanette said 48 hours than this is only 1 day delayed .

We check our collections every day so if you didn’t call we would have followed up on this.

Kind Regards

Claudia Du Plessis

From: Yonela Phandliwe ********** Sent: Tuesday, 08 May 2018 4:11 PM To: Postnet The Bridge

Subject: Re: Parcel Collection and Delivery.

And you said it will take 48 hours. I knew that on friday it will definitely be not delivered. You said tuesday is the latest. Today is tuesday and if I didn't call today what was going to happen today if I didn't call more delays. So now it will take 4 working days.

On Tue, 08 May 2018, 21:57 Postnet The Bridge, ********** wrote:

Hi Yonela,

When we spoke on Thursday the 3rd of May I informed you that if you get the reference to me too late nothing will happen on that day (Friday the 4th of May). The delay is on the courier services side and I will have them mark it as urgent.

Kind Regards,

Twanette.

From: Yonela Phandliwe ********** Sent: Tuesday, 08 May 2018 3:41 PM To: ********** ********** Subject: Re: Parcel Collection and Delivery.

This is not acceptable. Now I have two wait two more days again but the documents are in the same province. This is really costing me a lot of money. Those document needs to be in China asap and you are delaying the process. I still need those documents to go to the China embassy that will take four days as well. Can you please make sure that by tomorrow the documents are in JHB. Just imagine if I didn't call I was going to wait and wait. I called twannete on friday and gave her all the information required with all the references. I really do not understand. This is putting pressure on me. Can you imagine the stress of being in another country having to deal with admin that involves your job. Its costing me a lot of money just to call you guys from China. I'm not accepting the 2 days TAT at all. Make a plan please this needs to be escalated and treated as a matter of urgency.

Regards,

Yonela

On Tue, 08 May 2018, 19:12 Postnet The Bridge, ********** wrote:

Hi Yonela,

I have communicated with the courier services and was informed that there were in fact a miscommunication on their side with the one lady that went on leave this week. They will be collecting it tomorrow 9th of May and it will be delivered on Thursday the 10th of May.

Kind Regards,

Twanette Olivier.

It would be good to just apologise for the incovinience and stop justifications. Show quoted text Good day,

Have my documents been collected?

Kind regards. Show quoted text Hi Yonela,

I have confirmed with the courier that the documents have been fetched.

Kind Regards,

Twanette.

From: Yonela Phandliwe ********** Sent: Wednesday, 09 May 2018 1:20 PM

Show quoted text Show quoted text