Very Poor Customer Experience

I’ve used Tunnel once or twice, but unfortunately their customer experience is appalling.

They refuse to take actual phone calls and instead hide behind an AI bot and WhatsApp messaging. It gives the impression that they’re too busy to speak to their own customers. They also waste an immense amount of time on WhatsApp. What should have been a two minute phone call turned into nearly an hour of back and forth.

I understand they’re an agile, technology driven team, but for a company handling import and export, there should still be a person available to speak to when something needs to be resolved quickly. Their over-engineered approach to customer experience ends up wasting a huge amount of time rather than saving it.