Parcel Locker Australia Post Issue

davemurphy on 05/10/2018 - 14:55
Last edited 05/10/2018 - 14:55

I have major issue with Australia Post Parcel Locker
In the last 3 weeks, my items were not delivered to Parcel Locker, instead they are waiting to collect at nearby LPO or DC without me receiving email notice or SMS.

I keep track of my purchases so I know when they haven't arrived.
They are gadgets from Australian and Chinese online sellers such as Banggood, Zapals etc.
Not big box, heavy, or contains prohibited items.
And most don't have tracking number.

What upsets me are 3 things:
1. My items don't get delivered to Parcel Locker address
2. I don't get notification if I have item waiting for collection
3. I have to keep checking at LPO or DC every few days if they have my item

I have been using Parcel Locker for the last 4 years and generally had good experience, until last 3 weeks.
When I ask, the guy at LPO or DC don't know why this happens and said Parcel Locker is just broken.

Anybody has similar problem, and what can I do now?

General Discussion

Related Stores

Australia Post
Australia Post

Comments

  • HighAndDry on 05/10/2018 - 15:01

    When I ask, the guy at LPO or DC don't know why this happens and said Parcel Locker is just broken.

    What? I'd just not leave until they tell me exactly what's wrong and it's fixed. What kind of answer is "I don't know, it's just broken"? Find out and fix it.

    • GG57 on 05/10/2018 - 15:09
      +14

      To be fair to the guy at LPO or DC, he most likely has no involvement with the Parcel Locker product, no information on issues that may exist with the Parcel Locker product, and at the very most could only relay a message to someone else within the Australia Post conglomerate (if they can find where to send that message to).

      • davemurphy on 05/10/2018 - 22:27

        That guy has no involvement with the Parcel Locker product, you're correct.

        But say if this happens a lot, the guy at DC or LPO could ask the contractor why didn't he put them in parcel locker but straight to DC or LPO which causing this drama.

        Or if -hypothetically- something is wrong on my end, they could at least contact me on mobile number shown on address label to tell me.

        • Curiouscat on 06/10/2018 - 16:44
          +1

          The number is 131318 call customer care team and they will have answer's for you.

          LPO has nothing to do with any of your queries infact they make a paltry amount for the service which they do i.e 38 cents for parcel deliver of a PO box . . so if you were to ask LPO's something which they are equipped with to answer you will have nothing but disappointment.

    • Curiouscat on 06/10/2018 - 16:51
      +1

      LPO's are a small businesses involved in sales of postal products and services , we should not confuse all shop fronts which have Australia Post logo to have answers for all the issues related to Australia Post. There are also CPO's - Community Postal offices - these guys work without a computer or an EPOS machine on a paltry payment like LPO's as a ship front and deliver the parcels which come under purview of their scope of service.

      The service which you have chosen has nothing related with a LPO.

      LPO has nothing to do what , how or when things happen with parcel lockers , your best bet will be calling 131318 and asking those questions and hoping for answers

  • davemurphy on 05/10/2018 - 15:04
    +3

    Agree, so I have lodged inquiry with Australia Post directly, said they will check investigate the Parcel Locker. I have the photo of address label for my item with tracking number if they care enough to follow through.

    • zzap on 06/10/2018 - 10:01
      +1

      This is the best course of action. Auspost will investigate and provide you with an outcome; they will know more about the specific problem in your instances than OzBargain.

      Personally, I’ve been using Parcel Lockers since they came out and rarely have issues. No problems recently.

  • [Deactivated] on 05/10/2018 - 15:08

    I have had some Ebay merchants refusing to accept parcel locker as delivery address so there is obviously some big issues there.

    • gooddealmate on 05/10/2018 - 18:04
      +3

      Most likely because they're using a third party carrier like Fastway Couriers who are not allowed to use parcel lockers.

      • [Deactivated] on 05/10/2018 - 18:59

        Oh OK, I remember one of them said that they have had too many problems with parcel lockers, but might just be covering because they are using a courier.

    • misu p on 06/10/2018 - 22:31
      +1

      When that happens I usually cancel my order. I like Parcel Lockers, never had any problems with them compared to the regular Aus Post. If they do not deliver there…. somebody else will.

  • kerfuffle on 05/10/2018 - 15:21

    Do you use the AusPost app? My Book Depository orders come untracked but I get notified when they start becoming tracked and on the way to the Parcel Locker

    • davemurphy on 05/10/2018 - 15:53

      Yes I use Aus Post app, most of my items in the last 3 weeks didn't show up there, hence my post. Only one item from Australian seller showed up.

  • jsb on 05/10/2018 - 15:23

    It works fine for me. Have you changed your phone number in the past 1 month or so. Can you login to your account online and see if it has your phone number correctly. I also use auspost app. Try downloading the same and see if your deliveries turn up there. If not, the only explanation is your post office staff is just lazy and not scanning or following the process. There may be new staff who is not familier with the process. Try adding some other parcel Locker in your address list and start using it.

    • davemurphy on 05/10/2018 - 15:55

      No never changed mobile number and I can login fine.
      Good idea - I might try other parcel locker address to test!

  • Hybroid on 05/10/2018 - 15:25
    +1

    Interesting. I have a similar though parallel issue where an item sent to parcel locker is apparently too small for the locker (example letter size) so I get an e-mail suggesting it will be send to regular address but they never do. Happened 3 times now, all small value items that never show up.

    I have indeed double and triple checked the backup delivery address which is my correct residence address where other mail arrives just fine. Not sure what to do as there’s no tracking for these items and not shown on the dashboard at all….

    E-mail: https://i.imgur.com/Bzw6byx.png

    • aim54x on 05/10/2018 - 15:43

      I've had this happen, but they always show up. Might be worth following up with the post office in your case.

      • davemurphy on 05/10/2018 - 15:58

        Like I mentioned in the post, the local post office don't know why this happen. All they know is they are given items waiting for collection

        • Hybroid on 05/10/2018 - 17:10
          +4

          You’re correct there, went to the post office just before closing time and after explaining the issue for 10 mins, the customer service rep went to the back and within 2 seconds came out and said there’s nothing there and to call the “facilities” centre and find out.

          A manger was walking by and immediately ushered me to computer, she looked up the myPost number and saw my residential address is in small caps. Apparently, that means the system doesn’t automatically recognise it so post gets lost. She couldn’t explain why when it was clearly on the screen and in my account and they’re automated addresses (not manual entry fields). Nonetheless, she had to cycle through the TAB button on the address and each line went to FULL CAPS with a green line at the bottom to say address confirmed. Should no longer have any issues with mail.

          Oh and she found the letter in the back as well because she was the one that put a label on it earlier today. Weird fluke but all sorted.

          I reckon it’s worth a trip to an Aus Post branch and speak to the manager directly to confirm your details on the sytem which might be why not getting notifications. Good luck!

    • davemurphy on 05/10/2018 - 15:57

      I understand this. However I didn't even get any notification at all. Not in app, SMS, or email

  • Gronk on 05/10/2018 - 15:39

    Yeah I used to think parcel lockers were a good idea but learned otherwise when it becamse fairly obvious that customer service wasn't part of the package. If your parcel gets lost or the locker won't open, good luck to you.

    • johninmelb on 06/10/2018 - 13:48
      +1

      Customer Service is NOT part of anything Australia Post does. Never was, never will be.

  • dcep on 05/10/2018 - 15:50

    I used parcel collect address until they stopped texting me to collect

    I guess they're sick of those gearbest / banggood packages

    • davemurphy on 05/10/2018 - 15:58

      So how do you know if you have items waiting for you to collect?

      • dcep on 05/10/2018 - 16:03
        +1

        same as you

        the last time i head down to LPO for a random check and got 3 packages at the back

        • davemurphy on 05/10/2018 - 16:07

          That's exactly what's been happening to me!

          How long ago when it happen to you?

    • Diji1 on 05/10/2018 - 17:36
      +1

      I used parcel collect address until they stopped texting me to collect

      Australia post are so inconsistent about contacting me for collection. Sometimes they email and text, sometimes one or the other, sometimes not at all. It's like they have 5 different systems that all work differently where there should be one.

      • davemurphy on 05/10/2018 - 22:11

        Yes and usually AusPost is the most reliable, always show. But this time, my 4 parcels were NOT notified in email, SMS, or App.

  • Tames71 on 05/10/2018 - 17:00

    Parcel Locker has been working fine for me. Maybe it's just your area or the your locker.

    • davemurphy on 05/10/2018 - 22:11

      I think so. It has been fine in the last 4 years, only have issue the last 3 weeks.

  • rxjb on 05/10/2018 - 17:17
    +1

    Depends on the size of the product? If its a mail product, it wont go to a parcel locker.

    • davemurphy on 05/10/2018 - 22:12

      I know what you mean. Not letters, they are all parcels.

  • DrBigLove on 05/10/2018 - 17:48

    My issue with them is that they don't deal with couriered or third parties. A few places I've ordered haven't said what the delivery method was and its become a huge headache trying to get parcels redirected. I'm looking at you Toll!

  • trustnoone on 05/10/2018 - 19:13
    1. My items don't get delivered to Parcel Locker address

    Where does it get delivered to? And does it get delivered at all?

    I'd also try checking the app if you can (android one I used?) theres been a time where I didn't hear anything and never got an SMS but I could see it (and unlock it) through the app, I have no idea how the SMS didn't get sent or Email when it works every other time? I feel like instead of them sending it to your email and number you gave them on the site, they used the one that came with the package and it probably stuffed up due to the intl number or something.

    • davemurphy on 05/10/2018 - 22:15

      Like I said, it gets delivered to either LPO (Licensed Post Office) or DC (Distribution Centre).

      Nothing showing on app at all, and when I collected at LPO or DC the Aus Post tracking number label is added to the parcel, which shows up when I enter it into the app. So why it didn't show up in first place, that's my question!

  • SamirV on 05/10/2018 - 19:26

    Hi Dave,

    Get in touch with customer service on 131318. They will track down the facility that associated your parcels. My guess would be that there are technical issues with the locker or there are too many parcels. Either way customer service should be able to sort it out.
    Regards
    Samir

    • davemurphy on 05/10/2018 - 22:16

      Thanks Samir. Already did. I have case number and awaiting for their answer (if they ever have one)

  • pennypincher98 on 05/10/2018 - 20:24

    Parcel Lockers. AusPost.
    Are you surprised?

    Honestly though, they work well in theory but when they don't bother sending out notifications - or they move them to a nearby post office earlier than the 2 day collection period it's much less helpful.

    • davemurphy on 05/10/2018 - 22:20

      Look, they offer the service, heavily advertised, and I decided to send my parcels there.

      But if it doesn't work properly, maybe they should not offer this service in first place, because people like me will lose parcels.

      • pennypincher98 on 06/10/2018 - 08:17

        if it doesn't work properly, maybe they should not offer this service in first place, because people like me will lose parcels.

        That can basically go for the whole of AusPost.

  • CLoSeR on 06/10/2018 - 07:26
    +2

    The issue is because they are international shipments and by default no tracking number. I find international deliveries to parcel locker are hit and miss.

    The postie (or routing office) needs to stick a trackable sticker on it then scan into system for it to be able to be entered into the locker and send you the notifications.

    Sounds like this process isn't happening in your area.

    • davemurphy on 06/10/2018 - 10:47

      I know what you mean, they do stick Aus Post sticker (usually blue / white colour).

      Usually this number will show up in Aus Post app, but this last 3 weeks nothing I got nothing.

      When I picked up the parcel and saw this number and entered on my Aus Post app, the tracking works and showed as picked up.
      So I don't understand why this didn't show up in app in first place!

  • huggzz2u on 06/10/2018 - 14:28

    I use my parcel locker and for the first time my item was delayed then because the incorrect command was put in I never got the sms or email and aust post can’t send them manually ( that should be fixed) so I had to wait until it went to the local post office. 3 day delivery blew out to 7 days!

  • TheAussieTim on 06/10/2018 - 16:33

    I had the same issue during the week. I lodged a complaint with AusPost considering the 24/7 aspect of parcel collection was my entire point of using the locker, and I now had to wait half the week before I could get to the PO on the weekend since they shut before my workdays end. The best they could do was take my details and acknowledge it is not good enough, really.

    I think they could handle this service better. Or at least look at the utilization and factor that into the amount of people they allow to sign up to a single location, or perhaps even consider investing in more lockers.

  • haemolysis on 06/10/2018 - 17:44

    I've had notifications before along the lines of "it looks like your parcel is a letter! Parcel lockers are not for letters. We will re-route this to your home address."

    I understand that the service isn't for letters, but of course, these packages are NOT a letter and will not fit into my mailbox.

    So, naturally, those packages will just go missing. Also naturally, Auspost will bear no responsibility without insurance.

    Which is almost "fair enough" because we all know that's what the insurance is for, but it's a bit painful when you know your package WOULD have been safe if they simply delivered to the address you specified instead of wasting your time.

  • Xiaomi on 07/10/2018 - 08:50

    If the parcel lockers are full they go to the Post Office.

  • kungfuman on 19/02/2021 - 15:12

    there seem to be alot of places that simply don't accept parcel locker addresses

    I have tried kogan, ebay, catch of the day, and none of them accept a parcel locker address.

Login or Join to leave a comment
Login Join