Endless back-and-forth, non-working contact details, and no ownership

I had one of the most frustrating customer service experiences I’ve ever dealt with. I missed a collection deadline for a parcel and contacted support to retrieve it. What should have been a simple, guided process turned into 38 back-and-forth messages, with agents switching between chat and email and asking me to repeat the same issue multiple times. Support repeatedly provided options that did not apply to my situation, despite clear explanations. There was no ownership, no clear guidance, and no structured process for handling missed collections. To make matters worse, some of the contact numbers provided do not work, and WhatsApp messages go unanswered, leaving customers with no reliable way to get real-time assistance when issues arise. I eventually had to make a phone call just to speak to a real person and get basic clarity. An entire day was wasted on something that could have been resolved in minutes if support had a clear internal guide or proper escalation process.

This company urgently needs: • Clear support procedures for common issues • Better agent training and accountability • Reliable, working contact channels, including WhatsApp Customers should not have to fight this hard to retrieve their own parcels.