Copy of complaint and responses sent…
Copy of complaint and responses sent BME Ayr. Names excluded out of courtesy.
Initial complaint: Just stopped in this store, asked for FedEx envelopes to mail 2 letters, please. Was sworn at and ordered to leave because of my attitude. I have never been treated so rudely or ignorantly. Not sure why FedEx is affiliated with this company. I hope you have CC TV so you can see the interaction and who the employee is.
Response: Good afternoon, No longer a customer
Thank you for your email regarding your complaint.
It was myself you spoke to, and I do apologise the conversation escalated rapidly while trying to gain an understanding of what it was you were requesting. As I understood it, you were asking me for FedEx envelopes, the purpose for which was not yet established. Our contract with FedEx unfortunately limits us giving FedEx envelopes to customers for their own use, as this is a frequent request and you asked for FedEx envelopes – no mention of shipping. Upon establishing you wish to ship I said “ok, what are we shipping?” to indicate we can proceed. Not being in the USA I appreciate the wording was informal to mean “let’s proceed” and the tone unfamiliar. And your immediate response was a snarky “two envelopes”, followed by “in the US we do this….”. The arrogance here felt personal. We are not in the US; we are not familiar with your customs for requesting to ship documents nor are we mind readers to understand this is what you want. A lot of items can go into an envelope and per FedEx’s own ruling we have to establish what is going into the envelopes before we can accept them. Doing my job should not be met with uncalled for attitude nor am I required to tolerate it.
As for swearing at you, that did not happen. I swore in frustration regarding the situation, but it was not aimed or directed at you. I apologise that in the heat of the moment and the situation that my frustration and stress got the better of me and I appreciate that in the context it may have felt directed at you, for which I am truthfully upset.
If you wish to raise the complaint officially you can email DELETED per POSTING REQUIREMENTS for the attention of manager. I have copied manager in above for reference regardless.
Kind regards,
Sales Associate
Final response to MBE Ayr: Mr. Sales associate.
Your recollection is most convenient. At no time did I say “in the US we do this….” as I have never used FedEx in the US and would not know how they do things there. Not directed at me? "I don't have to take your s****t?" Sounded very directed at me. I went to DHL, asked exactly the same thing and had an extremely pleasant gentleman help me. I have been in this area for almost exactly one month and you are the first and only extremely rude and unprofessional person I have run into. As I will never be in you facility again, hopefully the last.
I consider this matter closed with your store. I will however pass this conversation on to FedEx. I doubt it will make any difference as they probably have a corporate contract with MBE, not with individual locations. However, they should know how potential FedEx customers are being treated in satellite locations. One final point, you seem to assume I am American, I am not. Full blooded Scot, born to and raised by parents from Ayr, UK passport. Raised to believe making assumptions about people and treating them appallingly because of those assumptions is wrong.
Sincerely, No longer a customer
Antwoord van Mail Boxes Etc. UK & Ireland - Ayr
Dear Helen,
Thank you for your review. We are sorry to hear that you've had this experience in one of our centres. We take customer feedback very seriously and will reach out to the MBE Ayr team to investigate this issue further and ensure they get back to you with a direct response.
Kind regards,
The MBE team