I’m filing a serious complaint against the Sürat Kargo Köseköy branch in Kocaeli. I had placed an order through Trendyol, which was shipped via Sürat Kargo. According to the tracking number, the package went out for delivery twice and was marked as delivered on the second day. However, I never received it, nor did I receive a single phone call from the courier.
When I contacted the branch, both the female employee and the delivery person falsely claimed that I had instructed them to leave the package at my door, which I never did. I asked for proof—they couldn’t provide any. I even showed them my call log to confirm I hadn’t received a call. Instead of owning their mistake, they blamed me. The employee went so far as to accuse us of lying and said the issue was due to an insufficiently detailed address, even though other delivery companies never have trouble finding it.
I asked them to tell me the delivery code I supposedly gave—again, they had no answer. They tried to use a previous delivery as justification, but even that fell apart when they couldn’t show call records for the date they claimed. Bottom line: they lost my package and made me out to be the guilty party. I eventually got a refund for the shipping cost from Trendyol, but the experience was unacceptable.
To make matters worse, a few days later, another package was again marked as "out for delivery" two days in a row. On the third day, I received a message telling me to pick it up from the branch due to “time constraints.” If I’m expected to go pick up my package myself, why am I paying for delivery?
I demand immediate action. This branch is severely mismanaged. I’m especially frustrated with the employee at the desk and the courier. I paid for a service that I never received, and I expect accountability. Sürat Kargo should take this complaint seriously and implement real consequences.
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