| Address: Shop No 42, First Floor, Apna Bazar, opposite Sai Baba Temple, Vaddem, Vasco Da Gama, Goa 403802 |
Dear Sir/Madam,
I am writing to formally report a serious service failure and misconduct involving your Vasco, Goa branch of The Professional Courier.
On February 28, we entrusted two international parcels (destined for clients in Canada and the USA) to your Vasco office and paid INR 11, 000 for the service. A receipt was issued under your company’s name, which led us to believe that the shipment process would be handled professionally and reliably.
However, it has come to our attention that the representative at your Vasco branch failed to remit payment to the Mumbai agent responsible for further dispatch. As a result, the parcels were never shipped, despite tracking details being generated and shared with us. These tracking numbers were misleading, as they did not correspond to actual shipments.
Over the course of two months, we made multiple follow-ups. Unfortunately, the branch representative repeatedly provided inaccurate and misleading information, citing external reasons for delays. Meanwhile, our clients in Canada and the USA continued to experience inconvenience and uncertainty.
We escalated the matter to your Panaji head office, where your customer service team acknowledged the issue and assured resolution. Despite instructions from senior personnel, no corrective action was taken by the Vasco branch. We were ultimately compelled to file a police complaint, following which a warning was issued to the concerned individual. Regrettably, even this did not result in any resolution.
In good faith, we provided an additional opportunity to resolve the matter, but the representative ceased communication entirely and did not respond to calls or messages.
Due to the urgency and to maintain our commitment to client satisfaction, we had no option but to directly pay the Mumbai agent ourselves to ensure the parcels were finally dispatched.
This experience highlights serious concerns regarding:
Lack of accountability and transparency
Misrepresentation of shipment status
Poor communication and customer handling
Failure of internal escalation and resolution mechanisms
We request don't request any further action reason being because we have understood, Company know for it. Thanks for your time to read the email.
Best Regards,
Dharmendar
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