Kecewa Pelayanan Customer Service dan Jasa Kirim Lion Parcel

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Saya menggunakan Lion Parcel untuk mengirimkan paket pada tanggal 30 July 2018 dengan paket 1 day service sebesar 739,825IDR.

30-Juli -2018 – sore paket dikabarkan tidak bisa diberangkatkan karena ada parfum, jadi parfum dikeluarkan dan akan diberangkatkan besok pagi.

31-Juli-2018 – Saya telepon CS katanya barang sudah di gudang Medan namun kantor sudah tutup jadi tidak bisa dihantar, akan dihantarkan besoknya.

1-Aug-2018 – barang masih belum diterima, saya telepon CS lagi, CS hanya membenarkan barang sudah di Medan, dan meminta maaf tidak bisa dikirim hari ini. Kemudian setelah saya mengeluh, CS menganjurkan untuk email ke cnm@lionparcel.com untuk mengajukan refund karena mereka memiliki garansi refund untuk keterlambatan.

1-Aug-2018 saya kirim email ke cnm@lionparcel.com:

Dear CS,
Due to your late delivery, I want my refund for my onepack delivery.
It was sent on 30 July 2018 in the morning, turned back due to perfume inside the bag. It was sent again on 31 July 2018.

On 31 July 2018, I called to your cs team, and said the package was in medan already but it was too late for delivery, will be sent on the day after which is 1 Aug 2018. Here I am waiting for my package, and called your cs team again with ANOTHER EXCUSE AND SORRY that It can be delivered today. So it will be sent tomorrow 2 Aug. So tomorrow , I’m quite sure there will be ANOTHER EXCUSE AND SORRY.

Please note in your mind, if it’s not urgent I will not send my package with YOUR SO CALL ONEPACK service, I will just send it with your regular package service. So now I am asking for your ANOTHER SO CALL GUARANTEE and RESPONSIBILITY for my onepack service.

Hope to hear another excuse from your company soon.
Make sure my package is safe and not opened by your team.

2-Aug-2018 – Saya baru menerima barang

3-Aug-2018 – Saya email cnm@lionparcel.com kembali karena tidak ada response sejak tgl 1 Aug 2018, lalu mendapatkan reply:

Reyza Ananda Rachman (Lion Parcel)
Aug 3, 11:22 WIB

Dear Mrs. Amanda,,

We have checked on our tracking system and it’s already received by Lusi (assistant) yesterday. Actual Package was accepted in Medan on 2nd August and they delivery on the sameday. We were sorry for the inconvinience. We would refund your postal fee after our Claim Team email to you and you may just follow the procedure.

6-Aug-2018 – Saya mengirimkan email lagi, karena tidak ada kabar tentang refund ini:

Dear Reyza,

I have called your CS team on 31 July 2018, and they mentioned the package in already in Medan and will delivered the next day 1 August 2018. Then I called on 1 August 2018, and your cs team said the package was in medan and said sorry for not able to send it by the same day. Then It was delivered 2 days later which is 2 August 2018.
Please dont create another reason for your company mistake. Just refund the postal fee to me ASAP.
CIMB Niaga
Amanda Christine
76xxxxxxxxxxxxxx
Thankz

Reply:

Reyza Ananda Rachman (Lion Parcel)
Aug 6, 21:50 WIB

Dear Mrs. Amanda,

We were sorry for the inconvinience. We would refund your postal fee after our Claim Team email to you and you may just follow the procedure.

Terima kasih atas perhatian dan kerjasamanya

Warmest Regards,
Reyza Ananda Rachman
Customer Care
____________________________another reply

Reyza Ananda Rachman (Lion Parcel)
Aug 3, 11:22 WIB

Dear Mrs. Amanda,,

We have checked on our tracking system and it’s already received by Lusi (assistant) yesterday. Actual Package was accepted in Medan on 2nd August and they delivery on the sameday. We were sorry for the inconvinience. We would refund your postal fee after our Claim Team email to you and you may just follow the procedure.
Terima kasih atas perhatian dan kerjasamanya

Warmest Regards,
Reyza Ananda Rachman
Customer Care

8-Aug-2018 – I email again because noone from Lion parcel menelepon saya, ini jawabannya:

Reyza Ananda Rachman (Lion Parcel)
Aug 8, 16:32 WIB

Dear Mrs. Amanda,
Do you have receive an email regarding the claim?
Terima kasih atas perhatian dan kerjasamanya

Warmest Regards,
Reyza Ananda Rachman
Customer Care

15-Aug-2018- saya tanya mengenai refund, begini jawabannya:

Dear Ibu Amanda,

Terima kasih telah menggunakan jasa Lion Parcel, kami perlu informasikan pengajuan klaim yang Ibu ajukan ditolak. Mengingat paket yang dimuat adalah salah satu dari Dangerous Good yang membutuhkan pengecekan terlebih dahulu.

Terima kasih atas perhatian dan kerjasamanya

_______________dikirim kembali dengan jawaban

Reyza Ananda Rachman (Lion Parcel)
Aug 15, 21:45 WIB

Dear Ibu Amanda,

Terima kasih telah menggunakan jasa Lion Parcel, kami perlu informasikan pengajuan klaim yang Ibu ajukan ditolak. Mengingat paket yang dimuat adalah salah satu dari Dangerous Good (kosmetik) yang membutuhkan pengecekan terlebih dahulu.

Terima kasih atas perhatian dan kerjasamanya

_______________dikirim kembali denga jawaban

Dear Ibu Amanda,

Terima kasih telah menggunakan jasa Lion Parcel, kami perlu informasikan pengajuan klaim yang Ibu ajukan ditolak. Mengingat paket yang dimuat adalah salah satu dari Dangerous Good (kosmetik) yang membutuhkan pengecekan terlebih dahulu. Dan perlu kami ami informasikan untuk pengiriman shampoo, kiriman dengan katagori ini tetap diperlukan penanganan seperti kiriman DG (Dangerous Goods), kecuali tanpa MSDS.
Terima kasih atas perhatian dan kerjasamanya

TERIMA KASIH ATAS PELAYANAN LION PARCEL YANG TIDAK DAPAT MENEPATI POLICY YANG DIBUAT ATAS KETERLAMBATANNYA, kemudian janji akan refund dan menghubungi, tidak dihubungi, kemudian janji akan menghubungi lagi dan tidak dihubungi, tiba-tiba mengabarkan bahwa tidak jadi refund dengan alasan yang beragam.

Amanda Christine
Gatot Subroto Barat, Bali