I am facing an instance with Gati couriers. As an end user, I cannot decide which hurts more – their unwillingness to resolve matters, or their attempts to cover up things by telling blatant lies. Here are the timelines: on 12th May we sent an “expedited” shipment from Kolkata to Varanasi which as per their promise was supposed to get delivered “positively” on 16th May end of the day. We gave them some leeway and tried to contact on 18th May. We were told they are immediately looking into it.
On the same day(18th May) the Kolkata customer care, and the concerned manager said the vehicle got into an accident, and the shipment is stalled at Lucknow – which is fairly unusual because it doesn’t make sense for a courier to route a package from Kolkata to Varanasi via Lucknow. As per them, the delivery is being attempted through an alternate vehicle which should be completed anytime. Then a customer care from Gati Kolkata team contacted and explained how the vehicle broke down, and they will try and compensate me via “coupons” after the delivery was made.
We then tried to contact the Lucknow Gati office, giving the docket no. and then comes the astonishing news – the vehicle was still in West Bengal – near Bardhwan, probably even in the vicinity of Kolkata and the Gati Kolkata guys were blaming their own counterparts. The Lucknow and Varanasi Gati teams have actually encouraged us to lodge a formal complaint to their head office, because this is apparently a routine behavior.
As I am writing this review, the vehicle is stalled somewhere in West Bengal. As a customer I have already shelled out money for “premium/ express” services. I also do feel for their Lucknow and Varanasi offices who are legitimately trying to help. Its only because of them at least we could speak with the driver of the vehicle and could find out the truth.
As it stands, I can probably just warn others. I will post an update based on when/ how they deliver.
During the whole episode, they knew the whole story. Instead of providing mutually conflicting lies on piecemeal basis they could have just told the truth with an expected turnaround.
Its difficult for me to rate them. On one hand their Kolkata office is unbearable, on the other hand their Lucknow/ Varanasi offices owned it up and provided us some ETA!
In case Gati is listening, they need to incorporate some degrees of honesty in their business.