Pudo doesn't want to refund us for their error.

I sent the following message to Pudo, in frustration after their Terminal in Old Pretoria Road / Sasal Garage just switched off:

Good day,

Please take note of the following order of events:

Thursday evening 23 March 2023, I made 4 x online bookings for drop off at the Le Roux / Old Pretoria Road Pudo Terminal at Sasol Garage, Midrand.

Subsequently, I received 4 x Waybill numbers and codes for the Pudo terminal.

Friday 24 March 2023, at 1pm, I went to the Pudo Terminal and started dropping off my first parcel. Immediately after putting this parcel into the terminal box, the terminal switched off. Screen off, as if it were affected by load shedding. I couldn't drop off the other 3 parcels I had.

I immediately contacted Pudo on whatsapp, chatting to a lady by name of Sarah Ma***wane, who after telling her my issue, typed out this message "Apologies for the inconvenience. I see that the locker is offline - please advise if I can move you to the closest locker where you can deposit"

I confirmed to her that I would only be home at 17h30 now since I had other committments, and she rep****, "Please note I will move your booking to Kyalami Main."

I thought the issue was resolved, and later at 17h15 that same day, I went to drop off my parcels at Kyalami Main, but immediately after inputing my pin code to open the locker, the terminal displayed the message, "ID does not exist" (screengrabs attached). It did this with all three parcel codes. It just didn't accept them.

On Saturday 25 March 2023, I received a reply message from Pudo at 11h42am saying "Please accept our sincerest apologies. The locker is now rebooted Kyalami on Main Shopping Centre".

I went to Kyalami on Main shopping centre again at 14h00 on Saturday, and the terminal again displayed "Error identifier and pin "ID does not exist"

Sunday 26 March 2023 - I went to Kyalami on Main again in the morning, and it kept saying 'ID does not exist".

I reported this again to Pudo on whatsapp, and a lady by name of Palesa Gqoba responded, saying this "Hello Tlele Tshols! You are currently speaking to Palesa Gqoba, terminal is online. Kindly forward us your tracking number".

I gave her the 3 x waybill numbers and pins and she rep**** with the following message:

"You will need to rebook your parcel in order to send it.

You only have 36hrs to deposit a parcel and we do send reminders to ensure on time deposits.

Please fami****ize yourself with the PUDO T's & Cs freely available on the website: https://www.pudo.co.za/imgs/PUDO_T&C.pdf 13.2.4 Should the booking be made, and the parcel the customer wishes to send is not placed within the PUDO Locker within 36 Hours of making the booking, the online booking will expire and no refund will be made to the customer."

I had a long back and fourth chat with Palesa yesterday, becoming livid in the process, because she just didn't want to look through the history of my chats, and objectively look at the issue at hand. I am still sitting with parcels that were suppose to have been delivered on Friday for my business, and I'm still sitting with them on today.

I don't appreciate the runaround of having to go to terminals back and fourth, and then be told that I need to rebook. I cannot rebook and pay again. I am not at fault. This is not my fault.

Pudo being offline and redirecting my parcels to Kyalami Main, should have been an easy transition. But instead, I have Palesa now, second guessing the validity of my issue, which isn't actually my issue, but a Pudo issue.

Please sort this out asap. I need to drop off my parcels asap. This is very urgent. Many thanks

- Suffice to say, Pudo has still not given us our refund, even though they said it would take 5 days from last week Sunday (26 March 2023). We sent them another message today, and even today, they just sent this message on the whatsapp chat: "Please note waybills will be credited as soon as possible."

But when we asked them, when that will be, they rep****, "Please note I cannot advise on that". This, after 7 days from their very own promise of saying they would refund us in 5 days. It's been 7 days now. No communication, until we asked them...

The worst courier company I've ever dealt with.