February 15, 2020
On February 14, my fiance requested me to pick up a package he sent for Valentine's day which was supposed to be a surprise gifts but not a surprise at all, since the delivery personnel failed to deliver it but I did not make complaints about it even though it is really very hassle for me as a single mom of 3 school kids who do it all to drive a motorbike to few kilometers just to pick up the paid package for delivery.
His reasons were: he was not able to contact me and I did not replied to his message (please refer to the screenshot of the exchange of text messages) and that "nobody" knows me. So I replied that it is really so easy for him to locate me since I am living along the national road and in our village everyone almost know everyone specially I grow and live here for 35 years already. To give u further insight, being a sibbling of the owner of one of the bigger stores in our village for 26 years and running passenger jeepneys, 9 years ago and being a small intrepreneur myself in our community and with neighbors that are almost all are related/relatives since my great great, great grandparents, grandparents and parent are all native/local here. So commonly neighborhood knows almost everyone. I made a remark or suggestion, just to please be diligent "butangi pud ug kugi enyung trabaho palihug", to put at least a little extra effort in doing his job, coz in customer service we go/do extra mile for our customers. For me if only he had the initiative asking on the right places like brgy hall, convent, or right people, not just one or 2 maybe, he would be able to find me. But he replied that I have no right to say that and that I am just very "judgmental" and he insulted me that if almost everyone knows me and" Im being popular" (which I never said I am popular), why is it when he asked, they dunno me or nobody knows me. I dunno where did he asked and how many did he asked. So if every courier and delivery personnel are this rude and disrespectful and proud in responding their customer's concerns and maybe not doing their duties appropriately. Where's is the costumer service and customer value here? If they will only depend on the contact numbers what if the customer's/client's phone was lost or stolen, or just had a poor to no signal at all? Are they/is he going to blame the customer coz we can't be contacted or can't reply? What's the purpose of the address that you asked from us to fill in? It defeated the purpose of putting our postal address then. Suggesting and commenting to be diligent "butangi pud ug kugi ang enyung trabaho palihug" in doing his job is not being judgmental to the person as he accused me of saying so. Obviously it's not about him, it's about on how he handle his job and take initiative on the circumstances. It is his responsibility. If other delivery personnel can do it finding me, why can't he? If all LBC personnel will just insult, being rude, and will just fight against on a customers' comments about their bad services, badmouth and bad behavior and even challenging and provoking me to file a complain coz he is not scared to face me.
We paid for your services and the convenience, not for the inconvenience and your bad mouth and bad behavior..We expects positive results, even not perfect as we trusted your company to do so. He has no right to blame and insult his customers for his own failure to deliver the service that we paid for specially if we are providing exact same information/address that we used for decades now on the package. He has no right to answer his customers rudely if they make comment and suggestion in his poor and low initiative services most of all his ill and inapproriate, irresponsible response. I dont care and I dunno if he is poor as he said that I am being judgmental of him because he is just being poor. I care about the service paid for to be rendered to me properly, politely and accordingly.
If u refer to the exchange of text messages after I said that I will just report him to the office because of his mean and rude response in regard of his failure to deliver the service/package. That's the time he sarcastically replied that we should stop arguing over text messaging because it will only describe us " who we are us a person". In the first place he was the one telling me I am judgmental. In that sense, who is judgmental now? and he has no right to say that in relation to the responsibility of his job and line of business. Instead of pacifying customer to win them back after the inconvenience, he kepts provoking me to go file a complain like he said, "Pwede mam mureport ka andam "mi" muatubang nm0 and coz he is not afraid of me and he is/"they are" (maybe he mean his team) is/are willing to face me. Why is he using "mi"? Does that mean all his team is willing to face me and cover his misbehaviour? OR is he scaring me?
This kind of behavior should not be tolerated and it is very inapproriate in a customer service industry. Working in a customer service industry myself I know few things. If we are working in a huge customer service company like LBC, we are vowed to provide good to excellent services and aimed for a customer satisfaction and a total customer service experience as stated in your Company's Vision and mainly that's what we are paid for by our customers. If we failed to deliver the services we have vowed for or committed to, we should be open for suggestions and comments and even critics to improve our services and even ourselves.
We should be apologetic in our failures instead of making excuses, insulting and blaming ur customers and unreasonably arguing and provoking them. We take responsibilities of our actions..
I believe that your employees, specifically this rude delivery personnel are oriented with that responsiblities before they are missioned to do their jobs in your office and on field (delivery personnel)
So for this specific delivery personnel in which the center won't divulge his name and maybe tried protecting his wrongdoings. I believe he is aware of that responsibilities that he is paid for to execute in accordance with your company's Mission, Vision, Creed and Value.
This experience is very traumatic for me and that I told to myself and even to my friends not to use LBC services anymore despite knowing that there are good people inside your hut and I even has a neighbor that works in the center too. Just so traumatic to be disrepected, experience rudeness from people paid for the service, challenged, feel like Im being threatened and or provoked moreover by your male delivery personnel.
Please see attached files as an evidence of your employee's rudeness and immature and irresponsible response and behavior to a customer in a customer service company.
So I hope and pray Sir/Maam that u will listen to my voice through this letter and give approriate action, sanction or disciplinary action to this rude, arrogrant, disrespectful, disoriented and irresponsible delivery personnel.. It is not the first time I experience this almost same scenario and I am not the only who has complain against this kind or person. Some are just scared or they just let it go even if its wrong and or just didn't say anything at all just stop using ur services.
This is my email address: [protected]@gmail.com
#LBC GRANDMALL/Toledo Warehouse
#TRAUMATIC LBC DELIVERY EXPERIENCE
God bless and More Power...