Pontprennau Post Office

Reviews

• 33

  3 3

  6 days ago
  1.0
  I found the staff to be highly unprofessional and rude. The way I was dealt with made it feel as though serving customers was a nuisance rather than part of their job. In particular, Karen and Alex were rude and dismissive throughout my interaction, which made the experience unpleasant and frustrating.Overall, I was very disappointed with the level of customer service provided and it did not meet the standards I would expect.
• ZS

  Zara Siddiqui

  Jun 20, 2026
  1.0
  I attended Cardiff Gate Post Office for a DBS identity verification check and had a very poor experience. Staff members Karen and Alex refused to accept a valid financial statement despite it meeting DBS identity checking guidance and UK Government requirements. The decision appeared to be based on their personal interpretation rather than the published DBS guidance. The branch manager was willing to proceed correctly in line with the guidance, however Karen and Alex overruled this decision and insisted on their own interpretation of the rules. Alex stated that she would have the final say in the decision. I also recall previous occasions where Alex had overseen my DBS checks and accepted documents in similar circumstances, which raises concerns about inconsistency in how the guidance is applied. When I indicated I would make a complaint, I was discouraged from doing so and told words to the effect of “don’t bother complaining, it won’t go anywhere”, which I found unprofessional and inappropriate. I have sought independent legal advice regarding the handling of DBS identity verification procedures and was advised that the published guidance should be followed as written and applied consistently. I have professional experience working within policing and the financial legal sector, which informs my understanding of the importance of correct procedural compliance in identity verification processes. A formal complaint has been submitted regarding this matter and I am considering further appropriate steps. I am confident that CCTV footage and internal records would support the sequence of events described if required. Overall, the service did not reflect the standards expected for an official DBS verification process, and I would urge better training, consistent adherence to official guidance, and improved professional conduct when dealing with customers. Please note everyone in the main Asda store and the Asda manager I spoke with are incredible. They are polite, friendly and helpful. I've been visiting the store for years - they truly are brilliant. I would urge management to rethink the employment structure of the post office branch as it seriously tarnishes the stores reputation which is otherwise excellent. UPDATE Following this incident, I was subsequently able to complete the DBS identity verification successfully at another authorised location using the same documentation. This outcome strongly suggests that the initial refusal at Cardiff Gate Post Office was incorrect and not in accordance with DBS guidance.
• AA

  Andy

  May 13, 2026
  1.0
  Understaffed.
• AB

  Alex Bowley

  May 11, 2026
  1.0
  What a woeful experience. Their rota is a shambles, never the right amount of staff on. When you’re in the queue, the staff all look miserable and move incredibly slowly (that said they’re probably miserable because of the long line of people staring at them, so chicken and egg situation). Shame as the location is excellent and convenient.
• AC

  Alis Cooper

  Mar 28, 2026
  5.0
  Had a great experience at the post office today. Alex was super helpful with my passport renewal and also sorted out my international parcel without any fuss. She explained everything clearly, kept things moving, and was just genuinely lovely to deal with.

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