Hellopeter
Share Your Experience
MP
Mahmed P

1 reviews | Active since Sept 2013

17 Jan 2025, 14:16

Unmannered driver

Dear Premier Bakery Contact/Manager,

I am writing to express my profound concern regarding the continued and worsening behavior of your delivery driver, Fosi. Despite my earlier communication outlining his unprofessional conduct, his actions have escalated to an unacceptable level, necessitating immediate intervention.

On January 13, 2025, my cashier politely requested Fosi to return later to collect payment, as our security protocols limit us to keeping no more than R500 in the till at any given time. This request is a standard practice that other Premier Bakery drivers have accommodated without issue. However, Fosi responded in an aggressively dismissive and condescending manner, questioning whether my cashier understood the time it takes to process an EFT. He described it as a “long procedure” with arrogance and hostility, creating an unnecessarily antagonistic interaction. This behavior is entirely unprofessional, disrespectful, and inconsistent with the standards one would expect from a representative of a reputable company like Premier Bakery. Such conduct is not only damaging to our working relationship but also undermines the trust and confidence we have placed in your services.

Fosi’s repeated aggression and unwillingness to cooperate are now actively impacting our ability to conduct business effectively. It is deeply disappointing that despite raising concerns previously, no noticeable improvement has occurred. This situation has escalated to the point where it is no longer tolerable.

I demand the following actions be taken immediately: 1. A full review of Fosi’s conduct and an assurance of corrective measures, including formal disciplinary action. 2. A reassignment of a different driver to handle deliveries to our business moving forward. 3. A clear statement of your policies regarding payment flexibility, such as EFTs or delayed cash collection, to avoid further unnecessary disputes. Let me be clear: the continuation of such behavior is entirely unacceptable, and failure to address this issue decisively will force us to reconsider our partnership with Premier Bakery. We rely on professional, respectful service to sustain our business operations, and this incident has fallen drastically short of those expectations. I trust that you will treat this matter with the seriousness it deserves and provide a prompt resolution. Please confirm receipt of this email and provide an update A.s.A.P.

0
Replies (3)
Premier FMCG
Premier FMCG's reply17 Jan 2025, 16:56
Official
 Good Day Mahmed

 We at Premier FMCG Customer Care Line would like to thank you for taking the time to inform us on your unfortunate experience.

One of our Customer Care Representatives will contact you to obtain more information in regard to your complaint.

Once again thank you for taking the time to discuss this complaint with us.

Kind Regards
Premier FMCG Customer Care
*** 
MP
Mahmed P's update20 Jan 2025, 12:42
Reviewer Update
Subject: Follow-Up: Escalation Regarding Premier Bread Representative’s Behavior Dear FMCG Contact/Manager, I am following up on my previous correspondence regarding the ongoing issues with Premier Bread and wish to escalate a troubling incident that occurred with a representative from your organization. On 20-01-2025 at 09:30, a representative from Premier Bread visited me in what can only be described as the most unprofessional and disrespectful encounter I have experienced in recent memory. Without introducing himself, this individual immediately began defending your driver’s conduct, dismissing my concerns outright. When I asked for his name, he blatantly refused to provide it and instead responded with an aggressive and condescending attitude. He repeatedly demanded that I "must listen to him" when he speaks, as though I am not entitled to raise valid concerns. When I persisted in asking for his name, he flatly refused again. His behavior escalated further when he told me, in a dismissive and arrogant tone, that I don’t work for Star Bread, implying I have no right to question or raise issues. To cap it off, he used a careless hand gesture and left without resolving anything. This level of disrespect, arrogance, and lack of professionalism is entirely unacceptable and reflects poorly on your organization. Such behavior not only undermines your brand’s reputation but also risks damaging the trust and goodwill of your customers. I demand the following actions be taken immediately:
  1. A formal investigation into this representative’s behavior and an explanation of why such conduct is being tolerated within your organization.
  2. A written apology for this incident, along with a commitment to improve professionalism and accountability among your team.
  3. Confirmation of steps being taken to ensure such incidents are not repeated, including proper training for representatives on how to handle customer concerns respectfully.
Let me be clear: this incident is not just about an isolated employee but is indicative of a deeper issue in how customer relationships are managed. As a long-time partner of Premier Bread, I expect to be treated with respect and professionalism, and I will not accept anything less. Please confirm receipt of this email and provide a detailed response outlining the actions being taken no later than 22-01-2025. If this matter is not resolved promptly and satisfactorily, I will have no choice but to escalate it further. I trust that FMCG will take this issue seriously and address it with the urgency it demands. Yours sincerely,
Mohamed
Premier FMCG
Premier FMCG's reply20 Jan 2025, 13:58
Official
  Good Day Mahmed

 We at Premier FMCG Customer Care Line would like to thank you for taking the time to inform us on your unfortunate experience.

One of our Customer Care Representatives will contact you to obtain more information in regard to your complaint.

Once again thank you for taking the time to discuss this complaint with us.

Kind Regards
Premier FMCG Customer Care
***