LBC Express review: unethical behavior

To Whom It May Concern:

This is to file a complaint against the rude behavior of your Customer service representative name: Rosthel Gordula.

It was Nov. 25, 2019 at 6:30pm Mnl time when we arrived in your branch to send a parcel document. Knowing the 7:00pm cut off I asked your representative to accommodate our request if the document can still be send. The representative unwilling told me that she will not able to make it because of other customer packages she needs to accommodate. She added if I'm willing to wait until 7:00pm but If she will not make until the said cut off time she will no longer accept the document. I said to her that "I'm willing to wait" but she still insisted she will not make it and she just like blamed former customers due to number of packages.

I do understand the situation the she has many packages to accommodate since she's the only representative assigned at the said time. I was frustrated and disappointed by her lack of customer service skill, lack of initiative to accept my request, and give me false hope to handle the situation. She said"if willing to wait kayo Sir, pero pag umabot tayo sa cut off time hindi ko na ma accept ung document nyo." I replied "miss, 6:30 pa lng hindi mo ba kaya tapusin?" she replied"hindi na po kayo aabot sa cut off time kasi marami pa yung packages nila, kelangan ko pa ilagay sa weighing scale tsaka sinabihan ko din sila na pag aabot sa cut off hindi na masasama sa padala.
So, I went to other courier branch to look for other options but still I wasn't able to send the document.

Then I decided to go back to the said branch rushing, and hoping to send the document before cut off time. I arrived around 6:50pm Mnl and I asked her again to accept the document. She still refused because she said the other customer who arrived at later time than us was willing to wait.
I was then again frustrated by the situation and I told her how unsatisfactory and disappointing the customer experienced.

Therefore, I was not able to send my document on the said date due to her worst customer service skill.

Moreover, she was unapologetic, rude, impatient, and lack of customer service skills. Knowing she carry your brand but she does not reflect the image of your customer vision and mission.

I do hope you will respond to this complaint and will take an action how to equip your representative and be effective in handling customer complaint. This is only simple scenario which you can avoid once you hired a well mannered front liner.
I would also recommend to secure at least 2 representative in your LBC branches especially peak hours to easily accommodate customer request.

For your information.

JPA.