| Address: VRL logistics. 6th St, argreeswarar colony, chrompet, Chennai |
I'm sharanya and I'm a business women of clothing and apparel. I usually transport my goods from other states to Chennai, I twice had a chance of transporting my goods via Vrl logistics (chrompet branch). Both my experience with VRL was literally poor.. The customer handling by VRL employees were quite a shocking to us. My first ever experience with VRL was, when I received my billing copy to my address, i was searching to locate the VRL address in Google, but none of the address or phone number was available. So I called to the number which was provided by my supplier who get booked the transport, I was informed by VRL employee to come to a location named TAG CORPORATION which is near to their warehouse office. We started at 2pm and reached to that mentioned company at 3pm. But that company got shifted to another place but yet that wasn't updated on Google, and this was not told by VRL employee too. We kept calling VRL office and told them we couldn't locate the address and seems we are at wrong location ( I been carrying my one year old baby with my hand). My husband asked them to share their current location from their personal WhatsApp number, so we can reach at the point. But none of them took the issue seriously and simply hand over the phone to a driver to guide us. We reached the spot at 7.30 pm(after 4 hard hrs of searching for the location). The manager simply says we don't have watsapp in our office number to share and at last he says this all might happen, and we are not aware of the companies old location is available on Google, and finally consoling us with an option that we can also deliver the parcel to your door step with additional charges, we can make it from next shipment onwards if you make a request. This was me first experience.
My second experience will really disappoint everyone, we made an order in emergency note. My supplier shipped the parcel through the same VRL, and sent the billing copy to my address, since the copy didn't reach me on time, i called VRL office for a alternate way to take the delivery. These all happened on 13/01/2022. They asked us to send a formal mail copy from supplier side to them, stating that VRL can hand over the parcel to the concern receiver without the billing hard copy. Since the order is little urgent, my supplier sent a formal mail to them. But they kept telling us the mail has not been forwarded by VRL main office to them. So I started to look for an alternate way, so i called professional courier company and pleased to deliver the letter (hats off to them, because when I call them the status of the letter was at Bangalore, within 3 hours they delivered me the letter to Chennai ). So again i called and informed VRL to send me the parcel since I have received the billing copy, I called them at 1.30 pm, then they confirmed me that they will arrange the transport and make sure to reach out within 2 hours. At 4pm I was calling them multiple times and none of my calls were answered. At 7 pm I called VRL from my husband's number and they picked out the call and say they could not deliver by today since the trucks are break down. I was shocked, because they have continuous holiday because of Pongal festival, the warehouse will function from 17/01/2022. I have to deliver the material to the bride who have wedding reception on 15/01/2022. I was explaining my urgency from the beginning and that's why we keep trying for options. After all we told VRL employees that we can arrange a truck by porter app and so they can deliver it and I can send you the copy by courier or hand over the hard copy by Monday coming to your office directly. The VRL manager told me that we cant shift any progress just for you, if you need the parcel come to the office and collect and if you want us to deliver we will deliver only on Monday day end and all of sudden without the opposite speaker's attention he simply cut the call. If the employees told about the situation earlier, we may reached the office to collect the parcel but they didn't get back or return any of our calls. But just hanging the call with rude behaviour is not at all accepted. We choose you to transport, we pay for the amount you Bill, we have a trust, VRL is not a small company though. There was no gentle response he shouted at me with singularity. My husband heard the phone and the manager's rude behaviour, and he take me to the office at 7.30 pm and we rushed to the office since warehouse may close soon. We reached at 8.30pm, when we arrive at the office, none of them told who was talked with us in that rude note, none of them came forward to address the person. But that was their manager's voice and he was there at the point too when we reach. He was not at all accepting or apologizing the thing, he keep says we can ship only if any of the truck is available, else we will ship when it is possible. we have another job to look on and can't answer the phones.
So is this how a biggest logistics serve their customers? How could they reach to more customer if they continue to do business in such way. I'm a business women, I care for my customer, to make them comfort in all aspects. We charge them right, don't this is the right way to care them to fulfill their needs? We work for our customer and their satisfaction. A company can have both positive and negative comments. But it should not affect the business by any individuality's behaviour. The parcel was on time, but the problem were with deliveries. So this complaint is all about the employees they have. They should be trained to handle customers. A big organization should turn their heads to these problem to rectify their own negative feedbacks and should train their employees about how important each customers to their organisation.
If there could be any options for attachment with this complaint letter. I could attach a copy of the email which was sent by my supplier, and the number of calls we have tried to contact them and none of the calls were answered. I hereby include the phone number of the manager who was responsible to the branch and who was responsible to this negative feedback to the reputed companyt (I personally asked for his phone number to file a complaint)
Mr. Suresh
[protected],
VRL logistics chrompet branch.
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