Swiss Cottage Post Office

This place is always under staffed. Take today for instance, there was one person behind the till and no one operating the machines so I had to wait one hour to get served.

Advice to management: have better plans in place for more staff and coverage for when people are off/sick. Given the area this post office serves it's a joke that there's only one person supporting the whole post office.

Advice to customers: go elsewhere where possible.

I dread going to this post office!
Staffing issues is the main problem. Sometimes there is only one member of staff working and this creates huge queues and lots of pressure for that person. You have to have one cashier and one person outside dealing with parcel returns otherwise you can wait 45mins just to return a parcel which takes 60 seconds.
There are two members of staff who are really good at their jobs, the guy and lady in the left hand corner. The older lady who works on the right is beyond useless. If you turn up to pick up a parcel she takes forever to find it.

My package has not left the Post office in 17 days, or they have lost it. Not sure which, but my first experience of using this Post office has been a disappointment. I was returning an item on 23rd Jul. The post office hours indicated it was open but counters were closed. A lady who works there was helping people scan parcels using the self service. She was then taking the parcels. It was all fine (I thought) but my parcel hasn't arrived at the retailer so I still await a refund. I had to phone the retailer today to explain and they are now arranging a refund and raising a complaint with Royal Mail, but it's a shame they have to do that. The lady who served us was very nice, but the organisation of this branch was chaotic on that day and I've spent a good while trying to find out why I haven't been refunded.

The 4 star is going for Nero, the member of staff who helped me with my identity check whilst being the only member of staff on duty, handling a massive queue that was reaching all the way up to the entrance of the store.

Nero was helping everyone thoroughly and as fast as possible, with so much patience and eagerness.

The way staff is treated in this place is obviously horrible, witnessing the volume of work and lack of staff. You owe a lot to your hard working employees for trying to make the service better. Im sure they are underpaid as well.

Nero needs a raise and a promotion asap

THANK YOU Nero

The staff try their hardest — but there simply aren’t enough of them. Considering the money that goes through this place with the rise of everything being delivered, it’s inexplicable and frankly incomprehensible that there aren’t more people on, particularly around the lunch hour.

Let’s be real: it’s insulting and in the age of pandemic actually dangerous to create queues this long and this dense for no reason.

1pm on a weekday ——— one person on the counter.

Unfortunately an understaffed Post Office location with long lines, slow service and no sense of customer service. While there are self-serve machines these are not consistently operational. This Post Office branch is a franchised location, meaning responsibility does not fall on the larger Post Office Limited organization comprised of 13,000 employees, but the family running this location. In two ocassions items posted through this location have gone missing and not been delivered. While the owners of this location are not ultimately responsible for the delivery itself there should be a degree of customer care and advice. Unfortunately care and advice is not something that is delivered in this location.

The issues in this branch are emblematic of the Post Office move to franchise locations starting in 2016. Nothing wrong with branches being run by budding entrepreneurs. The issue is with the lack of training provided in the areas of customer service, staffing levels and efficiency. The owners of this specific branch knowing it is a high volume, high traffic location, need to do much better for the local community that keeps them in business.

This is the second time I have been there and it closed suddenly without earlier notice. This post office didn't value customers' time and completely our wasted time. I am sure it must have happened more than 2 times before as I have experienced.

Awful, slow service. Very long queues stretching on the pavement outside. Occasional, temporary staff not really interested in their job. Self-service machines out of use (red light) often. There is nobody in charge taking responsibility for this dire situation. We are fobbed off and dismissed as a nuisance...

Horrible it got worse! Self serve machine OUT OF ORDER most of the time. They swith them off because there is NO staff to attend them for payment authorisation. I am a regular customer and often speak to staff whom are exausted, very poorly paid and saying " we can not take it anymore". The premise is dirty, messy with lots of garbage on the floor. Out of 4 counters 3 are almost permanently closed. What a disater...