January 2024 by Jillette ?
This is the 2nd time I have use this sub PO - and this is the 2nd time I have received a very unwelcoming response and what I can only describe as a 'grunt' noise when I approached the window (no attempted smile or removal of scowl from face).This is also the last time I will use the PO facilities.I requested the Recorded Delivery, Signed For, Service - 1st class.What I got printed/charged for, was the Special Delivery, Guaranteed Next Day Delivery service....(twice the price/profit). I advised that this was not the service I had requested, so please could she amend what she had done. I was told NO, she could not - this was the only service the Passport Office will accept. I then stated that It is my decision to choose the postal service I want, (and please note that the Passport Office DO NOT stipulate ANY specific postal service...), so PLEASE, cancel the Special Delivery that YOU have chosen, and provide me with the service that I am choosing. Again, I was told NO. And Again, I was told by the Sub Post Office Employee that the Passport Office will NOT accept any mail that is not Next Day/Special Delivery. NB: Very, Very misleading (false) information. (My previous employment has been with a PO Branch Office, so on this occasion, very much the wrong person to try to falsify information to...).I advised the cashier to remove the SD & Cost Stamp label and return my envelope through the hatch. The cashier removed both the labels and tried to pass my envelope back through the hatch (with unnecessary force), and by doing so, it creased my enveloped. At this point, I asked her to not damage my envelope please (by using unnecessary force). I heard a grunt from the cashier. I then took my damaged enveloped, and walked away from the Sub PO station. (yes, there was a witness to this - the next customer behind me, who looked at little wide-eyed....)I asked the very lovely shop cashier staff if I could speak to the store manager - they obliged, and I (myself and my husband), spoke the manager (always extremely friendly and polite when you come in the store). The manager did express shock and anger and confusion at the experience I had just received, and she confirmed that I was absolutely correct (I can have what ever service I ask for!!), and that she would be 'speaking' to the cashier.The professional manager also advised that her husband was the Sub PO at Kingsway, and would not be satisfied at the service I had received today, (as this is a reflection of his Sub PO position).The lovely manger offered to post my item the way I requested, however, I refused this service from their location, as I was most distressed at the behaviour of (her/their) staff.Such a shame that one person has clouded the management of this store (and sub PO).I do hope that they conduct a performance review on said staff member, and act according.All other staff are very friendly and helpful, (a smile costs nothing, but means so much), and I will gladly recommend people to visit - though I will strongly deter them from conducting any Postal Activities.Just FYI - I visited the Rugby Branch PO - asked for the same Recorded Signed for Service. Completed with no questioning of my choice.Tracked the Number today (4th Jan -Next day) -the Passport Office accepted the delivery....!!Sometimes you may not know the facts. That's actually ok, and just part of any learning process..., but please find/confirm the answer before being exceptionally rude and offensive to customers by dictating that you know the facts, when you really do not.(Just the Sub PO 'Lady' - all other staff members have been lovely thus far).Thank you
