PostNet review: Complaint regarding customer service – postnet kempton gate

Good day,

I would like to lodge a formal complaint regarding the customer service I received from an employee named Lerato at the PostNet Kempton Gate branch.

I visited the branch to enquire about the arrival of my parcel. I approached the employee politely and asked her to assist me with checking the status of my parcel. Instead of assisting me in a professional and courteous manner, she responded to me with an attitude and asked which courier my parcel had been sent with.

I was about to respond that I was not sure and that I would check my information when she said to me, in a rude and disrespectful manner, “If you don’t know, how should I know?” if it was a white person I don't think she would responded in that manner

I found the way she spoke to me extremely disrespectful and embarrassing, especially as there were other customers present. I was simply asking for assistance with my parcel and expected to be treated with basic courtesy and professionalism.

I was particularly disappointed because customer service should be about assisting customers respectfully, regardless of how they are dressed or what their circumstances may be. I felt that I was judged by the way I was dressed, and I do not believe that any customer should be treated differently because of their appearance.

I understand that employees may have difficult or busy days, but this does not justify speaking to a customer in such a rude and dismissive manner.

I would therefore appreciate it if this matter could be investigated and addressed with the employee concerned. I believe that employees working at the front desk should be trained and expected to provide professional, respectful and helpful customer service at all times.

I hope that PostNet will take my complaint seriously and provide me with feedback regarding this matter.