shocking, unprofessional and rude owner

On 15 jan I used Postnet Sunridge, To post an item to Newcastle. I own two companies. This parcel was a ceramic artpiece valued at about R1200.

Kirsten from sunridge postnet called next day to tell me the the courier they use, Amarex, had been burglared night before. Warehouse was cleaned out. 3 parcels from Sunridge Postnet included. Mine was one of them.

24 jan Whatsapp from Kirsten,asking for invoice from my company, to send as proof to Aramex for insurance claim. “we only have certain period to claim” she said so don’t delay. 30 jan she reminded me again to send invoice. My invoice for the item was R1450, including the postal fees.

06 feb I sent invoice via email. Two months went by and I received no communication from anyone from Kirsten, postnet or aramex.

09/04 sent wharsapp to Kirsten asking her about claim. No response.

I called same day and was told shes overseas.

Popped in at sunridge 11/04 and spoke to owner Ian. First time we spoke. He told me he was frustrated with the claims payout, so much so he changed insurers. He then told me that of the 3 claims, two had been settled. In cash. So, mine still outstanding.

Sent email on 14/04/2019 From: Lee Hensberg (Freakalee Ceramics) ********** Sent: Sunday, 14 April 2019 7:59 PM To: ********** Subject: Fwd: RE: banking details

Hi Kirsten I spoke to Iain last week And he told me that two of the 3 claimants have been paid out. Cash. Why have I not heard anything more? Please advise asap

And got a response: From: Postnet Sunridge Village ********** Sent: 15 April 2019 10:17 AM To: 'Lee Hensberg (Freakalee Ceramics)' Cc: ********** Subject: RE: RE: banking details

Good day

Unfortunately Kirsty is currently on leave, I have requested feedback from the couriers and will revert as soon as I receive an update from them.

Kindest Regards Sharonic

Messaged Kirsten on whatsapp on 17 april asking if she heard anything and no response. (she was probably still overseas, I thought)

18 april I emailed, (asking for a read receipt) but the email was deleted, (see below)

“Your message

To: ********** Subject: FW: banking details Sent: 18/04/2019 10:41 PM

was deleted on 20/04/2019 8:21 AM.”

On friday the 19th of april I came into shop and asked for Kirsten. The guy behind counter told me she was still overseas. I asked him if he knew anything about the claim of ****** goods. He told me he did not.

So far since January, except for Kirsten’s initial communication, no one had spoken, Emailed or messaged me any feedback with regards to the progress of the claim.

I understand claims. I used to be a broker. I know they take long. I was just curious why the delay, since two had been paid out and 3 months had past,

I popped at Sunridge Postnet, on Monday 22nd April to post a parcel. (One of the things Iain accused me of was being rude to his staff Sharonic. What actually went down: I aksed if Iain was in. She told me he had gone to the bank. I asked her if she had any news about the claims and she rep**** she no.

I had to sign a document and my one arm was holding a parcel, so I asked her in Xhosa: “Nceda, bamba apha” She pretended not to understand me, so I said: “What is Bamba in English?” She rep****: “Hold”, I laughed and said so you DO understand Xhosa!

She is coloured and I only afterwards remembered that I spoke Xhosa to her before and she told me she did not speak it. I speak it fluently. So I obviously offended her by speaking Xhosa to her, (therefore insuniating she is Xhosa) when she clearly does not want to speak it, I mention this incident, because Iain, the owner brought it up later.

I phoned iain Wednesday morning 29th April. It was just to get info on why my claim was not paid and other 2 had been. In the 4 months since the claim, besides kirsten’s initial whatsapp and email asking for my banking details, And the denial of knowledge, during the two brief encounters with staff, the only pertinent and informative information was my actual conversation With Iain, the owner, 3 weeks before.

I was unprepared for Iains antagonistic attitude over the phone. to my query regariding the claim. He became loud over the phone telling me that he had no information, its out of his hands, his staff has been incontact with me, Why am I pestering him…and he was annoyed! I told him that his staff had not been in conract with me. He asked: did you not come into my shop and spoke to my staff about your claim and did they gave you information? TO which I rep**** no, they did not. They gave me no information. He told me he had sent me an email the week before informing me about the situation. I did not get any email from him, I rep****. I the past 3 months no-one had taken time to email me, whatsapp me or call me with regards to progress of the claim. Only replies I got was vague responses to my direct queries. When he then calmed down, he agreed to check on the claim. I apologised and I accepted his apology. I suggested that in future correspondence with Aramex and insurers, he cc me in his email queries. So we parted amicably. Then he called back. He shouted over the phone: “don’t you lie to me! You said that you had not spoke to my staff and I spoke to them and they told me you were in the shop Talking to them! How dare you lie to me!!” He was irate. I tried to tell him that I never ****. That the questions was: “did my staff not talk to you about your claim” He would not listen. Kept shouting at me. So I put the phone down. Then he phone again. He shoutd: don’t you put the phone down in my ear! You are a ****! I could not talk to him. No one talks to me like that. This is no civil conversation. This is not customer service. This is bully behaviour. I said “I wont listen to your treats and shouts” I put phone down again. So he messaged me: Lee I am afraid that you behaviour regarding you claim is unacceptable. I understand your frustration but lying to me about your two visits to the shop is wrong. I might add that your verbal treatment of Sharonic yesterday verges on extreme rudeness. In the circumstances I have no option but to request that you deal directly with Aramex on the claim . Their number is ********** . I must also add that I am no longer prepared to offer you any services from my store.

To which I rep****: Subject (No subject) Firstly. I did not lie. I did not speak to your staff about claim. I came in, and asked for Kristen. The guy I spoke to told me shes overseas. I asked him if he knew anything about claims and he said no. That hardly constitutes a conversation where information is exchanged. I resent the fact that you are si aggressive. I have no idea what you referring to regarding yesterday. I came in, asked for you and was told you in the bank. And I left. Am I missing something??? You might be able to bulldoze and bully your way with your staff but treating your customers with the disdain and rudeness that you showed today, reflects a man who has no people s****s and in need of some education on acting like a gentleman. I am gobsmacked. You could have handled it so differently. I sent kirsten 2 messages in past month which was both ignored. (I could show u but I dont care to carry on beyond this message) I got no help from your staff member. And you only told me about the two claimants allready remunerated. I was never rude to anyone of your staff. And your actions towards me is deplorable. TRUST ME I dont want to do business with you either. Theres something really wrong with you. You need to do some serious introspection, sir. Followed up by his (childish) reply: please stop you (sic) long messages. I am no longer interested. I have blocked you.

I am absolutely stunned that any business owner could treat a customer this way. Nevermind, that “the customer is always right”. I refuse to let this go. For every action there are consequences. I would not dream of ever shouting at my customers, calling them ***** and insulting them. I made note of every email, whatsapp and call. I am not in the wrong here. I will forward this to The Herald Letters and Hellopeter. Waiting in anticipation."

No response from Postnet SA a week later i sent another mail to their call centre. asking for read receipt. which was returned unread. seems like Postnet Sa also has no control or interest in their franchise's service delivery. so there is zero accountability for unprofessional behaviour of their branches . i have been paid out since by Aramex.