Delivery Nightmare – No Support, No Empathy from Rain

Thank you for your response, but your explanation raises even more concerns.

1. Certified ID vs Temporary ID
You stated that a temporary ID is acceptable. If that’s the case — then why is a certified copy of an ID with an affidavit not accepted?



Let’s break this down:

If it’s the barcode that needs to be scanned for RICA, a certified copy of the ID also contains that barcode.

If you can scan a temporary ID — which is also a printed document — then you should be able to scan a certified copy just the same.

If there’s a technical reason your scanning process can’t handle certified copies, why wasn’t that clearly communicated upfront?


2. RICA vs Package Delivery
If your reasoning is that the original ID is required for RICA, then please explain why the entire package was withheld. Why not deliver the package and complete the RICA activation separately? Or offer an alternate verification process?



I comp**** with what I had — under difficult and traumatic circumstances. My wife was recently the victim of a vehicle theft during which all her belongings were ******, including both our ID documents. The incident left her stranded, without transport or a phone, and our household had to make do with extremely limited mobility. Despite that, I immediately arranged for a certified copy of my ID and an affidavit to ensure I could receive the order.

What’s worse — the courier made no attempt to communicate or find a solution. There was no effort to ask if we could verify anything another way, no discussion, no basic courtesy. Just a flat-out refusal and an aggressive tone.

And then there’s your call center — or rather, your “support” team. After days of trying to get someone to speak to me, I finally received a call. I was in the middle of asking if there was another way to verify my ID when the agent abruptly dropped the call. No apology. No callback. Nothing. Minutes later, I received a false message claiming the courier was “unable to reach me.” That’s simply not true.


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To be clear:

Your ID policy lacks logic and flexibility.

Your communication with customers is reactive and dismissive.

Your courier’s conduct was aggressive and disrespectful.

And your support team failed to offer even basic empathy in a high-stress situation.


This isn’t just a complaint about one delivery. It’s about how Rain treats customers who are doing everything they can to cooperate — during a crisis.

I am suggesting that you provided/ implament the following:

A clear explanation of your ID policy logic.

A formal apology for the courier’s conduct and your "support team" whom dropped the call.

Immediate resolution of this delivery — without further excuses or delay.


Please escalate this to someone empowered to fix it — not just send polite brush-offs.

Hi Rain,

Thank you for the update. I appreciate that it's been escalated, but I’m really hoping for swift, meaningful action this time — not just acknowledgment.

Looking forward to your feedback

Hi Rain,

It’s quite telling that every one of your replies to me has been private, while all of mine have been public from the start.

What exactly are you afraid of — that the public might agree with me? Or that they’ll see how this has really been handled?

Either way, this kind of selective visibility just makes your service look even less transparent.

I still expect my refund to be processed without delay.
I will be making use of another service provider.


Regards,
Magdel P.

So keeping this short.

Yes, I’d like to cancel and request a refund for the upfront payment. I know it’s a small amount, but it’s the principle that matters.

Hi Rain,

I should’ve known the “escalation” of my refund would go the same way as the escalation of my original query — absolutely nowhere.

Please advise when the refund will be processed, as there’s still nothing reflecting in my account as of today.

Regards,
Magdel P.

Hi Rain,

At this point, it doesn’t feel like escalation — it feels like stalling. I will continue following up every single day until the refund actually reflects in my account. This entire experience has been unnecessarily frustrating, and I’m not letting it slide.

Regards,
Magdel P.