TERRIBLE SERVICE

I've used Pudo plenty times without issue but the one time I have a problem due to their system issues I'm being given the runaround.

My locker wouldn't open for a drop off, I reached out to chat who cancelled the booking and advised me to email support for the refund - easy enough you'd think but not the case. Note that I was happy with the way the agent dealt this case, I wouldn't be available for a pick up so she called to discuss the options.

First I'm told I'll be refunded and to wait 5 to 10 working days, I'm then emailed a day or so later where they essentially imply I'm misrepresenting the issue, they want proof that the locker didn't open and need to investigate before they can refund. This after I was already told I'll be refunded. Why would I have taken videos or pics if the chat consultant already "resolved" the matter with the cancelation, no mention was made that I'll need to add proof to my email and nothing was asked for on the chat.

But that's not what warrants this as a terrible experience.

To make matters worse, I still needed to send my parcel so tried loading funds on 7 April only for the app to take my money without crediting my Pudo account. No matter what I did, they money just wouldn't show up in the app or website. Again I need to reach out to chat and that's where I started encountering the worst agent I've dealt with this far, Carlin, who kept making reference to the 4 April transaction where funds were successfully added. I would re-explain to provide more clarity that it's unrelated and provided proof of the deduction with 7 April's date but still she harped on about 4 April. I decided to leave that chat before I became irate as my frustration was building.

Both cases are now sitting with Lisa and boy is she giving me the runaround. For 4 April I was told I'll be refunded by her now she's saying she needs to investigate. How do you confirm I'll be refunded then switch up and wanna invesitgate! For the 7 April one, she sends me a screenshot of 4 April's payment showing it's successful. Like what the heck! Why can't they differentiate between the 2? I've sent Screenshots to prove my bank account was debited on 7 April, the screenshot she has doesn't show that funds so what further proof do they need that the funds never showed up in the app.

Today I'm sitting with 2 refunds due to me due to their system issues and no progress made on either one.