Extremely Disappointed with Pudo's Poor Service Delivery – ***

I am writing to express my deep frustration and utter disappointment with the service I received from Pudo regarding my Door to Locker booking, reference number PUDOP***.

I booked the service on Sunday, 11 May 2025, specifically to ensure that the parcel would be collected early on Monday, 12 May 2025, as it was an urgent delivery for my son's rugby event. However, by 16:00 on Monday, the parcel had still not been collected. I called *** to follow up and was informed that the driver didn't know where the address was. This is unacceptable, especially considering that I had provided the plot number along with all relevant delivery information.

The call centre agent assured me that the driver would return and collect the parcel shortly after 17:00. To confirm, I called again later—only to be told that the parcel would now only be picked up on Tuesday, 13 May 2025, because the driver was already at the hub. At no point did anyone from Pudo contact either the sender or me, the recipient, to request additional information or to notify us of any issues.

When I requested to speak with a manager, the call centre agent laughed at me and said she was waiting for me to calm down, but she still refused to escalate the matter. This treatment was both humiliating and completely unprofessional. I ended the call in tears, feeling angry, disrespected, and helpless.

I am absolutely livid about the way this has been handled. This was a time-sensitive delivery, and the lack of communication, accountability, and empathy from your staff is unacceptable. I expect a formal apology and an explanation of how Pudo intends to prevent such poor service in the future.

Sincerely, Cherise