Mail Boxes Etc. UK & Ireland - Brighton Avis 1

In response to a written complaint I made about a Mail Boxes Etc. staff member, the manager of the outlet where the offending employee worked replied in the most unprofessional manner imaginable.

The male employee I complained about was extremely rude, arrogant, and aggressively loud – behaviour the manager herself actually witnessed. On the day in question, I attempted to resolve the matter by speaking directly with her about his conduct. However, as I tried to explain my concerns, the employee repeatedly and loudly interjected, proving the very point of my complaint right before his manager’s eyes.

Unable to properly discuss the matter in the store, I left, intending to submit a written complaint to the company. As I made my way to the exit, the same employee continued to address me in an aggressive tone. While I was leaving, he practically shouted after me, demanding to know my name.

I subsequently sent a written complaint to Mail Boxes Etc. regarding this employee’s appalling conduct. The manager of the premises where the incident occurred responded to my complaint.

Her reply begins with what she calls an apology, but it is so hollow and insincere that it almost reads as sarcasm. The remainder of her message completely contradicts any notion of remorse or professionalism.

In her second paragraph, she attempts to discredit my experience by boasting that in ten years, no one else has ever complained. This smug appeal to social proof is not evidence of her business’s excellence – it’s evidence of her arrogance and unwillingness to accept criticism. A professional would reflect; she instead deflects.

She then employs a manipulative rhetorical tactic by repeating my own descriptions of her employee’s behaviour, as though doing so somehow discredits me rather than addressing what actually happened. It’s an attempt to make the victim of poor service and aggressive rudeness appear unreasonable for describing the incident truthfully and accurately.

The final paragraph is where the mask completely slips. The manager insinuates that I am unstable and even implies that I might pose a danger if I were to return to her store. This is not customer service – it’s gaslighting, character assassination, and intimidation.

A manager who witnesses her employee’s rudeness, defends it, and then portrays the complaining customer as a potential threat reveals everything about how certain outlets of this business truly operate. The tone, the arrogance, and the sheer lack of accountability in her response were astonishing. It was one of the most unprofessional and disturbing replies I have ever received from any business.