Rethabile Worst Customer Service Agent

Dear Ram Team

I am writing to lodge a formal complaint regarding the unprofessional and discourteous conduct of a RAM Hand-to-Hand Couriers customer care agent, Rethabile, during a WhatsApp conversation on 19 June 2025 which I have documented and attached for your reference.

As customers, we expect a basic standard of professionalism, competence, and courtesy from any representative of your company. Unfortunately, my recent interaction with Rethabile fell far below that threshold and reflects poorly on the RAM brand.

To summarise the situation:

1. False Failed Delivery Attempt

Your system reflected a failed delivery attempt, stating no one was present at the address. This is categorically false. The delivery location is a 24 hr residence that is always staffed at reception, and both my partner and I were at home awaiting the parcel. The driver failed to call or announce arrival, which contradicts the professional standard expected of your operations.

2. Agent Dismissiveness and Rude

When I raised a concern about the tracking status indicating “route prep CPT MIX” early that morning, the agent responded rudely after I asked a valid question about the status update. This tone is highly inappropriate for customer support and demonstrates a lack of emotional intelligence and training.

3. Failure to Take Accountability

Rather than apologising or attempting to resolve the service failure, the agent chose to argue defensively, show condescension, and refuse to acknowledge the original problem. The phrase “Is that not rude?” from an agent, directed at a customer, is wholly unacceptable.

4. Escalation Request Resistance

I had to request multiple times to be given an escalation email. This should have been provided immediately upon request without resistance or delay.

This type of conduct does not only damage the customer’s trust in the service but also tarnishes RAM’s reputation as a reliable courier service. I am especially disappointed considering that previous RAM experiences have also been problematic. This interaction was unprofessional, needlessly confrontational, and demonstrated a total lack of regard for customer satisfaction.

I am therefore requesting that you formally investigate the false claim that noone was home but most importantly to investigate the conduct of your company representative Rethabile.

I trust you will take this matter seriously. I look forward to a written response.

Sincerely

Disappointed Customers