PUDO/The Courier Guy refuse to fix their mistakes

A few weeks ago I went to deposit a package at PUDO Locker Linden Lanes. I entered the pin as I always do, but no locker opened for me to deposit the parcel. I have had no issues like this on the numerous times I have done this before. It is a very simple process... Select drop off, enter your pin, deposit the package into the locker that opens, close the locker. No locker opened on this day though, but the system took the pin and marked the package as deposited. I notified PUDO and they opened a ticket. Later that day The Courier Guy went to collect packages at the locker, they saw the locker which I was supposed to deposit into was empty. They notified me and I informed them also what had taken place. I also logged another call, because I got no feedback from PUDO. The next day I was informed that this issue would require me to book another locker at my cost, but that the money can be refunded. I did this and notified them.

Now they refuse to refund me, because their "technicians" have verified that the locker is working just fine.

I'm not worried about the money. It's only R69, but the principle behind it is what bothers me.

I have used PUDO on numerous occassions, so I am well aware of how to deposit a package. On the day that their locker malfunctions PUDO and Courier Guy now want to insult my intelligence, by saying it is my fault. Saying that I can't perform a simple task such as depositing a parcel into a locker that should open automatically in front of my eyes. This was also an item that I sold online and I only receive my money for the sold item when the customer receives the item. So I had no reason on this earth whatsoever to delay this process.

I have attached the email communication with PUDO and The Courier Guy below for interest of the public.

PUDO and Courier Guy have great systems and I have no problem with their overall service, but when their equipment malfunctions or they make a mistake they are completely unwilling to do what is right. They act as if you, the customer, is trying to de***** them (What I have to gain by going to a locker and entering my pin but then not depositing a package and then having to waste weeks of my time thereafter, I honestly do not know)

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Good Morning

Kindly send me proof of your investigation (Pictures, Reports, etc.)

Thanks Lisa van Wyk (The Courier Guy)

May 21, 2025, 11:08 GMT+2

I hope this message finds you well. I am writing to inform you that our technical team has thoroughly investigated the issue you reported with the door. After a detailed assessment, they have confirmed that the door is functioning as expected and is not faulty. As the door has been found to be in good working condition, we regret to inform you that we are unable to proceed with any credits or adjustments in this matter. We value your business and are always here to assist with any further questions or concerns you may have. Should you require any additional clarification, please don’t hesitate to reach out. Thank you for your understanding. Kind regards

Lisa Pudo

Rayno

May 14, 2025, 22:51 GMT+2

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Good morning

I have paid for a new locker now @R69 (Small). New Pudo Waybill number is:

PUDOP***

I went to your locker at Linden Lanes in morning to deposit a package which I sold on Yaga. The pin I received and used was ******. On the screen it said opening locker, but no locker opened. I believe it was locker #32 if I remember correctly. I couldn't find any open lockers and no package was deposited by me. The courier guy confirmed this as per the previous emails that were sent by me and that is why the delivery was canceled in the afternoon, because they could physically see that no package was deposited.

I only receive the money for my sold item from Yaga when the person who bought the item receives their package. So my full intention always is to get the package deposited and sent as efficiently as possible. I have no intention of delaying the process here so there is no way that I need to take responsibility for this. I had nothing to gain. Only 2 days of time lost trying to sort this issue out with Pudo and/or The Courier Guy.

Kindly assist with the refund.

The Banking details are as follows:

Capitec Business ********** Acount type: Transact

Lisa van Wyk (The Courier Guy)

May 8, 2025, 09:42 GMT+2

Thank you for submitting your credit request. We have received it and will need to conduct an investigation to determine if the fault was on our side. Unfortunately, we do occasionally encounter situations where clients may misrepresent the issue to receive a credit. If you have any proof that you encountered an issue at the locker, such as photos etc, please provide them as it will help speed up the process. Please allow us some time to complete the investigation. If we find that the fault was indeed on our end, we will proceed with processing the credit. We appreciate your patience and understanding during this process. Kind regards

Lisa Pudo

Munyaradzi Chibayambuya (The Courier Guy)

May 8, 2025, 09:29 GMT+2

Thank you for your inquiry. Please note that this query requires escalation. I have identified the appropriate department to assist you and will forward your query to them, along with all relevant information for their action. Additionally, I will add a note to your shipment reference number . If you have any further questions or need assistance, please feel free to reach out. Please note your unique *** Thank you. Munyaradzi Chibayambuya (The Courier Guy)

May 8, 2025, 09:28 GMT+2

Please be advised I will escalte a refund for the booking to the relevent department but a new booking will be needed for the parcel. A credit refund will take 5 to 10 business days to process Rayno

May 8, 2025, 09:23 GMT+2

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Good morning

Thank you.

Okay that is fine, so how should I proceed? Do I need to book a locker on Pudo and then send the details to you to claim?

Regards

Munyaradzi Chibayambuya (The Courier Guy)

May 8, 2025, 08:50 GMT+2

Good day Rayno My name is ,Munyaradzi and I'll be helping you today. Your unique ticket reference is:*** Please be advised a new booking will be needed but we can refund for this booking 🚚📦 Anita (The Courier Guy)

May 8, 2025, 06:36 GMT+2

Hello Rayno ! You are currently speaking to Anita . Thank you for your inquiry. Please note that this query requires escalation. I have identified the appropriate department to assist you and will forward your query to them, along with all relevant information for their action. Additionally, I will add a note to your shipment reference number . If you have any further questions or need assistance, please feel free to reach out. Please note your unique *** Thank you. Rayno

May 7, 2025, 17:27 GMT+2

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Hi

No I couldn't deposit the parcel because the locker dodnt opem when i put in the pin

On Wed, 07 May 2025, 17:17 The Courier Guy <***> wrote:

Note added to your shipment Hi Rayno Erasmus, The following note has been added to the shipment: Kindly confirm if parcel has been deposited

This email is in regard to the following shipments: PUDOP***/YAGA*** If you have any questions, queries, or just want to chat — don't hesitate to reach out to our support team at *** Happy shipping, The Courier Guy