Shock/ Horror Infiltration of privacy – Ok! So I went to the Granville LPO this afternoon to collect my parcel. The CSA pulled out my review left on Google some 10 months ago on his mobile phone and confronted me why I left them with only 1star rating. Now that's a shocking horror. Told him he can't go through personal details of anyone let alone your customers. He was very agitated and fetched me my parcel angrily. Being concerned about my privacy being cracked open by the people who are supposed to prevent it from happening, I quickly wanted to grab his ID so I could raise the flag to the authority which he denied to provide any. I then asked if I could speak to his manager and he said he was the manager himself and started hurling abuse using Foul words. Then the other guy who stepped out from the back room who looked like in charge of the facility when asked if he was in charge/ manager, he said he was. As I tried to explain to him what his staff member did to me and told him that I wanted to register a complain against him, told me to register my complain by calling 131318. Neither did he identify himself or give me any details upon my request. He too hurled me the F word abuse because I insisted for his details as I was leaving. They were hurling all sorts of abuse in their native language (Hindi) too which I fortunately understand. This is the grossest behaviour of the service staffs of Australia Post from Granville LPO and yet they want 5star rating for their incompetent service. It's about time you seriously do something to stop these things from happening to your customers and upgrade customer experience. I have lodged a formal complain and I'm waiting for someone to get back to me.
- Sender or Receiver: Receiver
Thanks Sami! I've responded.
I haven't heard from AP or anyone yet & it has been 4+ weeks. The nature of experience I had as a customer has to be followed up seriously. Could you pls follow up & get back to me.
The reply I got from AP Hey P, Unfortunately there is no guarantee that you will be contacted back in regards to these complaints as it is a first time complaint. I've checked my emails with the area manager and can see that they have spoken with the licensee about this incident. They have stated they were shocked by this feedback as they are trying to improve their customer service which is why they are reading each review that is posted publicly online.
The outlet apologises for any inconvenience this has caused and they have advised their staff to not ask customers how they find the service in store anymore to avoid any more situations.
~Sami
Hi Sami, It is a first time complaint doesn't mean it didn't happen nor the nature & seriousness of the incident should be of less importance for AP it being the first. Reading reviews is fine but identifying individuals, confronting & abusing will not improve customer service and is not accepted anywhere. It shouldnt be that hard to talk to the individuals or even review the CCTV footages which I believe you have at the facility. AP will be so ashamed to see the CSR flipping fingers to its customer but I am having a hint that AP is not taking this matter seriously enough and doesn't ensure such incidents will not take place in the future. This was an opportunity for AP to listen to one of your customers genuine concern but you've failed miserably. This incident will always remain as a dark reminder to me that AP doesn't take such incidents seriously and customers could face such harassment and bullying any time. Moving forward, I loose nothing but I can tell you that the trust & faith I had on AP now is completely gone. Prashanta
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Hey P.Shrestha, This isn't okay at all and I'm so sorry you had to experience this. I'd like to follow up on the complaint you lodged and make sure this gets addressed for you so I've sent you a message to obtain some personal details privately for privacy reasons.
I look forward to hearing back from you.
~Sami