Sürat Kargo Refused to Deliver My Package to My Floor Despite Their Policy
This is the second time I am writing a complaint about Sürat Kargo’s Bursa Mudanya branch, though I have faced similar issues many times before. A heavier product (20 kg) that was incorrectly sent via PTT Kargo was delivered to my door. I know it was 20 kg because I personally carried the wrong product back to the Sürat Kargo branch. When the seller sent the correct and lighter product, weighing around 18 kg, Sürat Kargo’s Mudanya branch refused to deliver it to my floor and returned it to the branch. According to customer service, they might have entered the product weight or volume incorrectly, possibly to charge more. If you cannot do your job properly, you should not be in this business. You are causing problems for both the seller and the customer, despite your website clearly stating that packages weighing up to 30 kg should be delivered to the recipient’s floor.
Here is the translation of the text from Turkish to English: "Despite my package weighing 18kg when it was dispatched on 14.12.2024, the receiving branch recorded it as 33kg/dimensional weight, and due to the claim of 33kg, the delivery personnel from the branch did not want to carry it up to my floor and returned it to the branch. Following my discussions with the headquarters, I was informed via both email and SMS that it would be delivered to me on 16.12.2024, but once again, my package was not delivered on 16.12.2024. It seems neither the large headquarters nor the branch manager could manage to influence a delivery personnel. On 17.12.2024, Mr. Mert, who identified himself as being from the regional directorate's customer experience department, called me and stated he would handle the issue, and my package was delivered on the same day. I thank Mr. Mert for his concern, as he was the only employee who fulfilled his duty properly throughout this experience. Neither the headquarters, the branch, nor Sürat Kargo deserved the same thanks due to what they did or rather did not do. I guess the general problem of our era, the issue of merit, is also present in some private companies. Once again, I extend my thanks to Mr. Mert."
