Disappointing service

I appreciate the assistance that I received via email as this was relatively quick compared to the lack of assistance telephonically. My issue is in no way with the lady who assisted me via email.

The biggest frustration is with the communication via telephone. I was put on hold 3 times (each session lasting upwards of 20 - 40 minutes) whereafter I was asked about my issue, asked to hold and transfered again without any information about who I am being transfered to. The line them simply cut off on all 3 occasions. As I work in the service industry, this shows a basic lack of professional customer service etiquette.

I didn’t phone to declare a personal issue or scream at the call seevice agent, I simply phoned to find a missing parcel which I cannot afford to replace. What caused the frustration was the lack of any effort to understand my issue and the further lack of urgency to assist.

This brings me to my next point. I was given a security code to give to the delivery man upon the arrival of my parcel, in the place of a signature. However, my parcel was clearly delivered to whomever willing to take it, without any clearance as I didn’t give out my security code, surely not to the stranger who later phoned me to say that she found my parcel on her doorstep. The contact number added by the delivery driver consisted of a full 2 digits, adding further stress to the situation. This simply proves that protocalls are not being followed and that the procedures put in place to avoid these exact situations, are not followed through on monitored.