Poor customer service!

I have recently being using the PUDO locker to locker service (provided by the Courier Guy) to ship items sold on my Yaga store.

I have largely received a good efficient service - aside from the shipping tracking not updating on the Yaga app.

Recently, I received notification that one of the items shipped was damaged in transit (arrived at the destination depot “wet”. I was very surprised, as all items are well packaged by me & I’ve sent approximately 20 other similar items packaged in exactly the same way without any issues.

I immediately contacted the PUDO/Courier Guy support team to enquire how this could have occurred, the extent of the damages and to request for compensation. While I received a quick response to acknowledge my email and to advise it was being escalated, it took several days and a number of follow ups from me to receive a response, which I got this morning.

After waiting a week, I was informed that PUDO/The Courier Guy is not responsible for my item in transit and they take no accountability for the damages, as it was “not packaged properly” and I was referred to their terms & conditions. Further, they referred me to their packaging guidelines.

I dispute this explanation, as I have packaged 19 other items in exactly the same way and they have been received in good condition., without getting “wet”. Further, I am yet to receive any photos or other details of the damages - I have requested for this 4-5 times already, but my request has been repeatedly ignored.

I am very disappointed with PUDO. This method of shipment is supposed to be easy, convenient and cost effective - however, at the first sign of a problem, they are taking no responsibility and advising that it should been in a box etc. With respect, this defeats using PUDO, as by using a box for a small, soft item (such as jeans or clothing) it would necessitate having to pay for a larger, more expensive locker! May as well use a door to door courier service then!

I believe that errors and/or mishandling of the item took place during transit. Which is THEIR responsibility! This is the only reasonable explanation, given that 19 other similar items were packaged in the same way and arrived safely, without damages at their destinations.

Poor customer service & poor handling of my complaint.