Pathetic Customer Service - POSTNET LEMON TREE

PostNet Lemon Tree - An overnight delivery was requested and my parcel was delivered 3 days later. I called PostNet on Wednesday for a refund as I had paid for a service that was not received. The manager was not there at the time and I was told that I should contact her. I told the consultant (Phatolo) that the manager should call me and not vice versa. She told me she would contact her and would call me back before COB that day. At 11 the next morning (Thursday), I still did not hear from anyone, so I called back. The manager again was not in. The consultant told me she was busy with my query and would call me back in 30 min. This time she did call back and told me that the manager from Aramex was on leave and that I must wait until next week. Why is that my problem if she is on leave? I was also told I will get a refund but not all of it - when I asked why I was told that I can call Aramex and speak to them. It is not MY responsibility to speak to Aramex - that is your supplier! The fact that the person from Aramex is on leave is not my problem either - that is something you need to sort out with them. I paid Postnet for a service which was not received. I requested that the matter be discussed with the manager and sorted out asap. I followed up with an email. I received no response from the consultant or the manager for that matter. I followed up a few hours later with a call and was told 'oh, let me check if I received the mail' This was now becoming quiet frustrating and I was not getting any updates or feedback from the consultant or the manager. I was beginning to wonder if there even was a manager. So, still no correspondence from the manager or the consultant today being Friday. I called them this afternoon and the consultant (Phatolo) that I initially spoke to **** when she heard my voice and said that Phatolo was on leave and would be back on Monday. And that I wsa speaking to Lerato. And guess what … the manager was still not in!!! “Lerato” then said that she will ask the manager to call me ... if this was “Lerato” how would she know who she was speaking to? Why didn’t she ask me for my contact details? When I asked f if she knew who she was speaking to and if she knew my contact details … she went quiet and then requested my details. I was now fuming as anyone would be. After raising my voice – she put me on hold or let me hanging! I decided to call the manager Yolanda – who was just a bundle of joy. NOT! She jumped down my throat as if I had done something wrong. Saying that I spoke to her consultants in a bad way ... what would you expect if you received bad service every time you called in. Why let your consultants take the brunt of frustrated customers - why not deal with them on your own? What kind of a manager are you? Am not sure how she is running this business, this is not the first time ppl have complained about this branch. The nerve to tell me I had a bad attitude – why didn’t she have the decency to call a disgruntled customer in the first place.