FORMAL COMPLAINT – MISROUTED PARCEL, FAILED DELIVERY & POOR SERVICE

Good day I am extremely dissatisfied with the handling of my parcel and the lack of urgency shown by your company in resolving this matter. The parcel contained a time-sensitive candy floss order for a child’s birthday at school on Friday morning. The collection was booked on Monday morning, yet the incorrect parcel was delivered on Monday evening. Your company contacted us that same Monday evening and informed us that the parcels had been switched. It is now Thursday afternoon, and despite being aware since Monday that the incorrect parcel was delivered, this matter has still not been rectified. This is completely unacceptable. This was not a standard parcel that could simply be delivered whenever convenient. It was a customised, time-sensitive customer order with a specific deadline. Your company’s failure to correctly handle and deliver the parcel has put my business in an extremely difficult position and, more importantly, has made my company look unprofessional to our customer, through no fault of our own. Because your company failed to resolve the issue within a reasonable timeframe, I was forced to remake the entire order and personally deliver it at my own expense to ensure that the child’s birthday order was fulfilled on time. I have had to absorb the financial cost, additional time and inconvenience caused by an error made by your staff. What is equally concerning is the attitude and conduct of some of your staff members shown to my customer when she phoned to ask where her parcel is. Rather than receiving assistance and a sense of urgency, She have encountered rude, unhelpful and dismissive behaviour when trying to get this matter resolved. I should not have to repeatedly chase your company to rectify an error that was made by your own staff. I am therefore formally requesting that this complaint be escalated to an Area Manager or senior manager immediately. I want an Area Manager to contact me directly to discuss: - How my parcels were incorrectly switched in the first place. - Why the incorrect parcel was delivered. - Why, after your company identified the error on Monday evening, it has still not been rectified with urgency. - Why I was left with no reasonable alternative but to remake and deliver the order myself. - Reimbur*****t of the additional costs I incurred as a direct result of your company’s error. - What corrective action will be taken to prevent this from happening again. - The unacceptable manner in which my customer was treated by your staff. I expect someone in a position of authority to take proper responsibility for this failure, rather than passing the matter from one staff member to another. I have done everything expected of me as the customer. I booked the collection a week in advance and entrusted your company with the delivery. Your company failed to fulfil its responsibility, and I should not be the one left carrying the consequences of that failure. Please have an Area Manager contact me directly as a matter of urgency. I expect a proper response and resolution, not another generic response or an instruction to contact another department. This level of service is unacceptable, and I expect accountability.

Tracking number: UATBJGMQS