Travelled to Collect My Parcel, Locker Failed and Support Failed Too

Extremely disappointing experience with PUDO/The Courier Guy.

I received a notification that my parcel was ready for collection and travelled approximately 3.5 km to the locker at my own expense. Upon arrival, neither the QR code nor the collection PIN worked, and the system indicated that no parcel was available.

I contacted support while I was at the locker and received no assistance until after I had already travelled back home. When a consultant finally responded, I was asked for my address so that delivery could be arranged. After providing the requested information, I received no confirmation, no timeframe, no explanation, and no follow-up.

I then had to repeatedly contact support, explain the same situation to multiple consultants, and provide the same information more than once. Different representatives gave conflicting information, with some saying the parcel would be delivered to my address while automated messages continued instructing me to collect it from the locker.

Eventually I was informed that the parcel had been placed incorrectly in the locker system, meaning the failed collection was due to an issue on their side. Despite this, no meaningful apology was offered for the wasted trip, time, inconvenience, or poor communication.

Mistakes happen, but the lack of ownership, poor communication, and the amount of effort required from me to resolve an issue that was not of my making is what made this such a frustrating experience.

I would not recommend this service based on my experience.