Australia Post Parcel Collection Address - Refusing to Hand Parcels over

RoosterBooster on 06/07/2019 - 12:23
Last edited 06/07/2019 - 14:22 by 1 other user

I recently set up a MyPost account & parcel collection point. I made an online purchase, carefully inputting my unique number in line 1 and parcel collection address in line 2. Under billing address I put my home address that is linked to my payment card.

After receiving notification my parcel was ready to collect I went to my local p/o collection point. They were refusing to hand my parcel over, saying I cannot put their address in an order, it doesn’t work that way, I must not ever do that. I had ID with my collection notification email, explaining it was my selected parcel collection point. Although only a small, inexpensive item, I wasn’t leaving without the parcel.

After deliberating for ages, the 2 staff who could see that my name, email & unique collection number matched that on the package decided to hand it over. They stressed I never do that again and must put my home address as the delivery address.

Has anyone else had this problem? Is there something else I needed to do? As far as I can see I followed the descriptions provided when I set up the account.

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Comments

  • garetz on 06/07/2019 - 12:48
    +4

    Why didnt you tell them you followed australias post instructions, if they have a problem with that, they can contact the head office themselves.

    • RoosterBooster on 06/07/2019 - 12:59

      I did - they couldn’t care less unfortunately.

      Been trying to set up MyPost for 12mths. Their system said I already had an account when I didn’t and wouldn’t let me set up a new one. They either don’t reply to emails/messages or reply a few mths later with solutions I’d already tried. I now get to the point where they agree to reinstate the account they believe I had. I set up my collection point, follow their directions then this happens!!!

      • garetz on 06/07/2019 - 13:01
        +2

        Then its not your problem, its their problem, dont bother yourself over it.

        • RoosterBooster on 06/07/2019 - 13:15
          +1

          I know and am attempting to make them aware of it despite a lack of care. They made it quite clear they won’t be handing my parcels over next time. Hopefully they aren’t ones I need urgently.

      • raowriter on 07/07/2019 - 07:13
        +2

        Try contacting them through their Facebook page. From my experience this produces a rapid response.

        • RoosterBooster on 07/07/2019 - 08:49
          +3

          Thanks for that. I did just that, have received reply already. Previously fb team have been friendly and responsive but unable to handle matters I've had, passing it on, so I was just a little hesitant.

          They were able to address this though and are forwarding a formal complaint to manager of that outlet. Also ensuring all staff are properly trained for this service. Hopefully I can continue to collect parcels here. Thanks for the advice.

          • raowriter on 10/07/2019 - 07:31
            +1

            @RoosterBooster: Great. Hope it’s resolved to your satisfaction. Some of those post office outlet owners have no concept of customer service.

  • cheesecactus on 06/07/2019 - 12:52
    +5

    Complain to auspost, sounds like they just dont want to deal with extra parcels.

    • RoosterBooster on 06/07/2019 - 13:01
      +1

      Yep, already shot them an email asking for answers!

  • jk on 06/07/2019 - 12:56
    +2

    Have you got parcelpoint.com.au or an Aus Post parcel locker? Or something else?

    I have a parcel locker and definitely use their delivery address with my CN number and my name. Never had an issue with it.

    Occasionally when I have bought from eBay they have offered a pick up option (at BigW, for example). In those cases, I never change my address to their address, I just choose to pick up my item from their location.

    • RoosterBooster on 06/07/2019 - 13:10

      I did look into getting a parcel locker but none in my area unfortunately.

  • kahn on 06/07/2019 - 13:12
    -4

    This should be a very simple matter. The place you selected as a parcel collection point gets paid by Australia Post to act as the name suggests - a place for customers to collect parcels. If they are not willing to perform this function, then they are being paid by Australia Post to do nothing. As you've already contacted Australia Post, your submission to this forum is unnecessary.

    • RoosterBooster on 06/07/2019 - 13:27
      +2

      The parcel collection point I selected is an AuPost Outlet and nearest to my work. Previous emails to AuPost have taken a few months just to receive a response. If that’s the case again, I can’t wait that long for a response (my parcels will be returned to sender). I don’t use the phone due to disability, hence the email I sent them. Thus I feel this submission was necessary so I could confirm if others had similar issues or if I left something out. Judging by the responses it’s nothing on my part that’s causing the issue.

      • kahn on 06/07/2019 - 13:53

        OK, so now we have more information about this issue. Sometimes, there are issues with certain couriers not being able to deliver parcels to Australia Post points as they need to have contracts in place. Who was the delivery company? If it was Australia Post themselves, then something is definitely wrong.

        • RoosterBooster on 06/07/2019 - 17:56
          +1

          It was delivered through Australia Post. All mail goes to the regions main outlet for distribution/sorting. I used to have to collect parcels from here but it’s not convenient for me as there are a number of AuPost outlets closer to either home or work. Hence why I set up a local outlet as my parcel collection point. To me it’s sounding like this post office doesn’t want a bar of parcel collection and wants it to all go to the regions main outlet.

      • bobbieb on 06/07/2019 - 14:05
        +1

        Wait… what?

        Was the item sent regular post, or via courier?

        This was the first mention of courier thus far.

        • RoosterBooster on 06/07/2019 - 18:01
          +1

          Regular post through Australia Post

  • crashloaded on 06/07/2019 - 13:50

    I use parcel collect and have never had an issue.

  • bobbieb on 06/07/2019 - 14:01
    +2

    I recently set up a MyPost account & parcel collection point. I made an online purchase, carefully inputting my unique number in line 1 and parcel collection address in line 2. Under billing address I put my home address that is linked to my payment card.

    I may be overthinking your post, but if your description is accurate you may simply have entered the parcel collect in a way that their system doen't like. Specifically:

    carefully inputting my unique number in line 1 and parcel collection address in line 2.

    What they generally expect is:

    • Line 1: Parcel Collect XXXXXXXXXX
    • Line 2: the address of the post office

    (where line 1 is literally the words 'Parcel Collect' followed by your unique number.)

    If that's what you actually did, then I'm not sure what they're on about, unless maybe your Auspost account somehow didn't that particular outlet set up for parcel collect. For some reason, the website wants you to individually activate Parcel Collect for each outlet that you may wanna direct deliveries to.

    • RoosterBooster on 06/07/2019 - 18:09
      +2

      Sorry I could’ve worded that part better. I have even checked the parcel and I had put the details exactly this way, as required by AuPost. I set the one parcel collection point and plan on using this for all deliveries, so I’m not even being difficult for them and wanting to collect different parcels from different locations. To me it seems the outlet I choose are not accepting of a service that is offered through them. Or the staff have no knowledge of the service.

  • Flying Ace on 06/07/2019 - 15:07
    +1

    Make sure you use the actual words "parcel collect" to the staff. I use parcel collect all the time and have never had an issue.

    • RoosterBooster on 06/07/2019 - 18:14
      +2

      I did that only to be told abruptly ‘you can’t put a post office as your address’. Despite me telling them it was a parcel collection address with my unique collection number and I used my home address under billing address in the order, they still disagreed. Seems they don’t know the service they offer.

      • jkcat on 06/07/2019 - 18:19
        +6

        This seems like a serious AP training issue. Parcel collect/lockers have been there for ages and it's hard to believe the staff are still not properly trained.

      • Love a bargain on 07/07/2019 - 16:07

        What's your billing address shouldn't matter & it shouldn't be shown on the or outside of a parcel anyway

  • trustnoone on 06/07/2019 - 15:55
    +2

    That is how parcel collect works so it should be fine? Sounds like they don't want to provide this service so they're trying to make you not do it. As others have said, best to get in contact with Aus post, sounds like your post office either doesn't know, or is being dodge. I'm surprised you state it takes months for a email reply though? I've contacted them 3 times this year and received a reply within 24 hours, one time they even called me.

    • kerfuffle on 06/07/2019 - 18:08
      +1

      They reply (and are very detailed and helpful) pretty fast too if you ask for help on Facebook Messenger

      • RoosterBooster on 06/07/2019 - 19:22

        Yes, I have noticed messenger team are responsive. However previously they’ve collected my email, passed things onto a different part of their team and I get a reply 2wks later. Then if I need to respond to that email, I have gone months without hearing back. If I get back onto the messenger team, they’ve apologised for delay and passed on that they need to reply to me.

    • RoosterBooster on 06/07/2019 - 19:14

      That’s exactly what I’ve been thinking as I’ve followed their directions to use their service. Or if they don’t know about it they need to be informed/trained accordingly. I’ve contacted them various times in the past 12mths. I generally get a reply on fb messenger, but if they have to look into something or elevate it further, they pass it on and you have to wait for email from their team (which can take a while).

      When I respond to their emails I’ve waited a couple of mths and have to go back to messenger and say, ‘look I’ve replied to your solution which was unsuccessful or am needing more help’ the messenger team will pass it on that I’m still awaiting reply. By this time the email response is dealing with a different person or they don’t read previous communication and start back at square one.

      The whole thing frustrates me. Only thing I like is fb messenger team are friendly and responsive, although they generally cannot solve a lot of the issues. I’ll get onto the messenger team and see what they have to say.

  • grog on 06/07/2019 - 18:25

    Try "Poste restante" and the address of the post office.

  • Webber000 on 07/07/2019 - 10:21
    +4

    I use parcel collect and you have done it exactly right.
    Take a screenshot of the AusPost website and have it ready to show the staff next time if they question it as they are wrong.
    I have to explain to some of the staff that it will be addressed to them as sometimes they cant find it and not all staff seem to know, but usually one of the other staff overhears me explaining and tells the other person roughly where out the back it will be and they always find it! They've never questioned it though.

    • RoosterBooster on 07/07/2019 - 10:59
      +3

      Thanks for the input. I messaged AUsPost on Facebook with the issue and screenshots of the parcel label. They confirmed I did everything exactly right. They apologised for the problem and are forwarding a formal complaint to the manager of that outlet, as well as ensuring all staff are appropriately trained in that area. Hopefully they do this promptly and fingers crossed I don’t encounter any more collection issues.

  • RecklessMonkeys on 07/07/2019 - 12:24
    +2

    Seems unfair of you to expect a post office to hand over any post.

  • Love a bargain on 07/07/2019 - 16:03
    +2

    Using their address as the delivery address is the whole point of the Parcel Collect service.

    Maybe try another post office in the mean time while your complaint is being handled by HQ. (& make sure your delivery address is exactly as shown on your MyPost profile.)

    Have used this service for years and the only few times where I've got grieve from the post office staff were when my "parcels" turned out to be small enough to feed into a letter box. To which my typical response of "I couldn't have known the package size beforehand" (& that undersized items should have been redirected to my home address on my profile rather than returned to sender as far as I'm aware) normally shut them up.

    • RoosterBooster on 07/07/2019 - 16:56
      +1

      That’s what I tried to explain to them. It seems staff had no knowledge of this service. As it’s been around for a bit now, I’m surprised nobody has encountered it and lodged a complaint with that outlet before so it could be fixed.

  • greywise on 08/07/2019 - 15:43
    +1

    I was returning a faulty computer via the Post Office in Perth. The lady attending refused to accept it saying it exceeds the size allowed. I explained it was delivered by them from the post office warehouse. The lady manager agreed with her worker.

    I had to appeal to the company who sold it to me. The Indian call centre rang the manager from India and told her the company had delivered lots and had returns by RA documents all over Australia as well. She explained size requirements are flexible and if Aus Post delivers it must accept returns.
    The Manager then relented and when I met her again she tried to put the blame back to me saying I should show the RA documents which I did. I photocopied 4 copies in case more is needed and showed them to her.

    I complained to the head office but nothing happened.
    Over the years I had many problems. The full time staff is poorly trained, managed or selected.
    The nearest next post office in Wembley run by private contractors is efficient.

    • RoosterBooster on 09/07/2019 - 13:10
      +1

      Oh dear, sorry to hear of your experience. Mine was one of a string of problems I’ve encountered with them too. It definitely seems they are poorly trained. I feel like I could get better answers here than by asking AuPost themselves.

      As I live in a rural area they don’t deliver any parcels, only letters/bills. Parcels have always gone to the regions main sorting/delivery outlet and not a post office near my work or home. I have long been inconvenienced by this until I heard of MyPost Parcel Collection Address. It was an absolute nightmare trying to set up as they continued to state that I already had an account when I didn’t.

      Despite giving them all my details their system wouldn’t let me change my password. I couldn’t create a new account because they insisted I already had one. After 12 mths they finally reinstate my credentials so I can make an account. Then they send me notification to pick up my parcel from their collection point, when I go in they tell me I can’t do that.

  • pix on 21/11/2019 - 05:23

    Was the post office listed as a participating parcel collect post office? The use of this language suggests that there are non-participating Post Offices and you seem to have found one.

    Similarly, were you able to add their address as an alternative address at your MyPost page?

  • Rob-4x4 on 31/01/2024 - 10:17
    -1

    When purchasing online I cannot get stuff delivered to home as I can never guarantee that anyone will be there to collect the package, and in my case i often have to travel on no-notice for work so I could be away for days on even weeks on some occasions, so having a parcel sitting outside the house for that length of time is just not an option. (And no I do not have any neighbors nor friends near by that could deal with it)
    Also being in a regional/rural area I have a number of friends that either have no street address to deliver to or that most couriers will not deliver to as they are to far from town. They are also dependent on parcel collection points.

    I wish there was an alternative to Australia Post that had a parcel collection network with a similar footprint to the post office network.

    But unfortunately there is not, especially if you live in regional and rural areas.

    Other like parcelpoint do not have anywhere the coverage of the postoffice network. In my case there are no parcelpoint locations anywhere close to where i live, but there are 2 postoffices. (Strangely there is an amazon parcel locker not far from home but that is only good for stuff from Amazon but that is a very unusual exception)

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