Customer Kirti Prabha shares her bad experience with Porter after her important package went missing despite a refund. Delivery delays, poor customer support, and lack of updates raise serious concerns about Porter’s reliability.
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Porter Complaint: Package Delivery Failure and Missing Parcel Reported by Customer
Complaint Summary
| Customer Name | Kirti Prabha |
|---|---|
| Complaint Type | Delivery Failure & Customer Service Issue |
| Company/Brand | Porter |
| Service Booked | Package Delivery |
| Booking Date | 6th August 2025 |
| Promised Delivery Date | 11th August 2025 |
| Issue | Package (containing office ID card) not delivered, refund given but parcel missing, no proper tracking updates. |
| Resolution Expected | Return of the missing parcel and better accountability in customer service. |
| Original LinkedIn Post | View Source |
Full Complaint Details
On 6th August 2025, Kirti Prabha booked a Porter package delivery for Gorakhpur, with the app clearly mentioning 11th August as the delivery date. The package wasn’t just an ordinary one it contained her office ID card, a critical item for her work.
Unfortunately, the parcel did not arrive even by 13th–14th August. Concerned about the delay, she contacted Porter customer care. Instead of offering a clear solution, the support team asked her to wait for another 48 hours without giving any real updates.
Frustrated, she requested cancellation of the consignment, a refund, and return of the package to the source location. Shockingly, her cancellation request was initially denied. After continuous follow-ups, the support team finally confirmed that by 23rd August, the package would be returned and her refund processed.
While the refund was indeed credited, the package itself never returned. Even worse, the Porter app stopped showing updates, leaving her with no clue about the actual status of her important ID card.
Why This Case Is Concerning
- The refund did not solve the issue because the real concern was the missing office ID card.
- No accountability was shown in handling the package.
- Communication gaps made the customer helpless.
- Porter failed to provide reliable tracking updates on the app.
This experience has caused disappointment and raised questions about Porter’s reliability in handling valuable deliveries.
Key Issues Highlighted
- Missed Delivery Timeline – Package delayed beyond the promised date.
- Valuable Item Lost – The parcel contained an irreplaceable office ID card.
- Poor Customer Care – No proactive updates, only repetitive delays.
- Refund Without Resolution – The parcel remained untraceable despite refund.
- No Transparency – Tracking stopped showing any progress after cancellation.
What the Customer Expects
- Immediate tracing and safe return of the missing parcel.
- Stronger accountability from Porter’s operations and customer service team.
- Clear and transparent real-time tracking for customers.
- Service improvements to prevent such incidents in the future.
Consumer Awareness Guide
Many customers use logistics apps like Porter for sending important personal or office items. However, as this case shows, refunds alone are not a solution when valuable items go missing. Below are key points every customer should know:
- Always document booking details and screenshots of delivery timelines.
- In case of delays, escalate immediately to higher authorities within the company.
- If the parcel contains important items like ID cards, certificates, or documents, consider insured courier services.
- Use consumer complaint platforms like Choice4Voice.com to raise visibility.
- If unresolved, escalate to the Consumer Protection Authority for compensation.
Frequently Asked Questions (FAQ)
Q1: What kind of service does Porter provide?
Porter offers logistics services including goods transport, courier, and on-demand package deliveries.
Q2: What happened in Kirti Prabha’s Porter complaint?
Her package (containing an office ID card) was not delivered on time, she got a refund but the parcel itself was lost.
Q3: Does Porter allow cancellation of deliveries?
Yes, but in this case, the cancellation was initially denied, showing inconsistency in policies.
Q4: What should customers do if their parcel is lost by Porter?
Contact customer support immediately, request written confirmation, and escalate if unresolved.
Q5: Does Porter give refunds for lost packages?
Refunds are processed, but they don’t resolve the actual loss of important items.
Q6: Can Porter be held responsible for lost items?
Yes, as per the Consumer Protection Act, companies are liable for service deficiencies.
Q7: How reliable is Porter’s tracking system?
Customers report issues with updates disappearing once cancellation or delays occur.
Q8: Can a customer get both a refund and the package back?
Yes, ideally the company should process a refund and still try to return the parcel.
Q9: What steps can customers take if Porter fails to resolve an issue?
They can file complaints with consumer forums, raise the issue publicly, or take legal action.
Q10: What are safer alternatives for sending important items?
Use insured courier services or specialized logistics companies for valuable documents.
Q11: Is Porter legally accountable for missing packages?
Yes, they are bound to deliver as promised, or compensate for losses due to negligence.
Q12: What rights do customers have if delivery timelines are not met?
Customers can demand a refund, escalation, and compensation for the loss caused.
Q13: Can delays be considered a service deficiency?
Yes, when delays extend beyond promised timelines and affect the customer critically.
Q14: What is the role of tracking transparency in delivery services?
It builds trust and ensures customers are aware of the parcel’s movement.
Q15: What lessons should other Porter customers learn from this case?
Always monitor delivery timelines, escalate delays, and avoid sending irreplaceable items without protection.
Q16: Can customers escalate Porter complaints outside customer care?
Yes, they can reach out via consumer complaint portals, IRDAI (if insurance-linked), or legal forums.
Q17: How can Porter improve customer satisfaction?
By ensuring accountability, improving communication, and providing transparent tracking systems.
Q18: Is refund enough when a parcel goes missing?
No, especially when the parcel contains personal or professional valuables.
Q19: What legal remedies exist for such cases?
Customers can file a complaint in consumer court for compensation due to negligence.
Q20: How can platforms like Choice4Voice.com help?
By publishing genuine consumer complaints online, creating pressure on companies to act quickly.
Conclusion
The complaint raised by Kirti Prabha is a clear example of how refunds cannot replace accountability in logistics services. Customers trust companies like Porter with valuable items, and losing them due to mismanagement creates both emotional stress and financial inconvenience.
Porter must take this feedback seriously by:
- Strengthening parcel safety mechanisms
- Improving customer support responsiveness
- Ensuring tracking transparency
- Training staff for better handling of escalation cases
Until such improvements are made, customers must stay alert, know their consumer rights, and use complaint platforms like Choice4Voice.com to demand accountability.
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