Good day!
I would like to complain about one of your branches here in Baguio City, specifically Abanao Mall Branch. On Feb 28,2021 (Sunday) at around 1:00 PM, I was about to send a COP parcel. There's a long queue so I asked first for a sticker and I also informed the assistant that I will send a parcel. The associate who is at the counter told her assistant to give queue numbers because they were about to cut off accepting customers. The assistant asked me to line up and he gave me a number. So I did it as he told me. Suddenly, he informed me that there's no COP/ COD shipping during that day. I asked why, but he did not answer my question. He just reiterated that there's no COP/COD. I decided to ask the associate as to why there's no COP/COP shipping because based on my previous experience, I was able to send COP parcels on a Sunday. She told me that LBC branches are not the same and she even added that she has a poor connection because their internet provider is PLDT. I am just wondering why she can transact other shipments or cash outs without any hassle from poor connection but for COP/COD she cannot process it. After a minute of arguing with her, I asked for her name since she's insisting that they don't have COP/COD. She gave Jennilyn Manal as her name.
In regard to this, I am hoping that your management should give immediate actions to this matter. LBC should not tolerate this kind of employee who is very incompetent. She doesn't have the right to refuse customers and lie that a certain service is not available when in fact it is really available. With this kind of employee that you have, there will be a time that other shipping couriers will beat LBC and it will be left behind. Customers will be forced to shift to other couriers/ remittance centers if your employees will keep on saying "hindi po available yung ganto ganyan maam", "wala po kasing connection", "wala pong cash", "wala pong small box", and any other lines that will refuse customers which I always hear from your staffs. With the competitive market that we have, please start making a change while it is not yet too late. Thank you!