Videopro Use TNT - That There Is Their Downfall

YellowKnight on 16/09/2019 - 13:06

So I ordered the Hisense 65R8 from VideoPro and because they use TNT Express as their courier service, everything has just been a balls up.

TNT tried to deliver on 10/9, no one was home so they left a card. I called the following day to request it to be delivered on Friday 13/9, the operator confirmed it would be delivered on that date.

Get a SMS on Thursday 12/9 stating it was on board for delivery. No one is home of course! TNT leave a card. I call to ask for it to be delivered on the Friday, apologies, it will be. I use their automated phone message to make sure, computer says confirmed for Friday 13/9.

Friday. 10am, no SMS to confirm it will be delivered. I had taken the day off work, so I call TNT who advised, sorry, let us email the depot. Depot emails back, yeps it'll be delivered today. 4pm on Friday, no delivery. About 10 calls to TNT later and they apologise as they can't explain why it wasn't delivered and too late to organize it now.

Message Videopro on ebay on Saturday with all the issue details.

I call TNT on Saturday morning just to be triple sure it'll be delivered on Monday. Operator says she emailed the depot and it will be delivered on Monday.

MONDAY! 7:30am I call TNT on a direct line they've gien me to confirm. Every person I speak to says yes, it will be delivered. Call 30 minutes later as there is no scan to say it's on board, operator says it's too early to call back. Wait another hour. No scan still, so I call again, no one can explain why it's not being delivered.

Message Videopro ebay just stating I want a refund as it has not arrived. Speak one last time to a TNT operator who advised it is now going back to QLD. TNT still can't explain why it wasn't being delivered but state it's at the Adelaide depot. I ask Videopro to not issue the refund but just organize for it to be delivered by TNT today, but the operator said "too late" nothing we can do now.

The TV package is literally only kilometres away! If it was onboard the truck to be delivered like TNT said it would then there's no way it could go back to QLD.

  1. Videopro operator says there's nothing they can do as "it's been done" when it's literally sitting at the depot

  2. TNT can't seem to find the item at the depot when it's time to deliver it to the receiver but have no issues getting it back to the sender. Are they really just sending packages back and forth and charging businesses for it?

Worst customsr service ever. I'm not sure how to comment on Videopro and TNT combined. Go with Appliance Online, much much more reliable.

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Comments

  • noone on 16/09/2019 - 13:33

    "Message Videopro ebay just stating I want a refund as it has not arrived."

    "I ask Videopro to not issue the refund but just organize for it to be delivered by TNT today"

    ?

    • YellowKnight on 16/09/2019 - 13:35

      Yeah, a part downfall during my frustration. Funny how VideoPro didn't respond to my email regarding no delivery but were quick to get it sent back to them.

    • xuqi on 16/09/2019 - 13:37

      Exactly, if OP asks for refund and then changes mind, then it's not the vendor's fault.

      I think after the OP's 10th call/contact they were glad when a refund request was made, so just cut their losses and moved on.

      • YellowKnight on 16/09/2019 - 13:41

        Sure, I accept that. But the issue would be that it would never have happened if TNT just delivered on the dates I requested and they said they would. Not just "whoops, sorry".

        • xuqi on 16/09/2019 - 13:45

          I agree with you -re TNT sucking. They also love leaving boxes (laptops, TV's, cartons of Quilton), on door steps for the day even when asked for confirmation of delivery. That's why I switched us using Startrack even though it costs more.

          • YellowKnight on 16/09/2019 - 13:55

            @xuqi: VideoPro weren't any better. Apparently couldn't "reverse" the request to return it 2 minutes after they emailed. They know TNT is bad, but cut costs where you can. If VideoPro call then TNT could find it, if the receiver does, no one knows where it is.

            • noone on 16/09/2019 - 14:05

              @YellowKnight: How do you know they know TNT is bad?

              As far as I can see, Videopro has been quick to follow customer's demand that are in their control.

              • YellowKnight on 16/09/2019 - 14:09

                @noone: I messaged them on the weekend regarding the issue, no reply. Message midday today regarding a refund, they've organized the return with TNT within minutes.

                • noone on 16/09/2019 - 14:43

                  @YellowKnight: Realistically they couldn't do anything to find the package in TNT depot.

                  • YellowKnight on 16/09/2019 - 14:44

                    @noone: So the package is just sitting in a warehouse? No one is responsible? As a seller, I would want to know that the recipient has received what they ordered.

                    • noone on 16/09/2019 - 15:13

                      @YellowKnight: Who knows where the package is sitting but it's TNT's responsibility to locate and deliver it to you.

                      I still can't see how this is Videopro's fault

                      • YellowKnight on 16/09/2019 - 15:26

                        @noone: VideoPro don't bother to ask why you want a refund or investigate? Just ask to send it back to them?

                        • noone on 16/09/2019 - 15:28

                          @YellowKnight: You said you did state why you want a refund?

                          • YellowKnight on 16/09/2019 - 15:40

                            @noone: Nope. Are you sure you're not associated with the store?

                            • noone on 16/09/2019 - 15:44

                              @YellowKnight: "Message Videopro ebay just stating I want a refund as it has not arrived."

                              lol definitely not associated with Videopro but they have my sympathy for having a customer like you.

                              So they got complained for not dealing with issues outside their control, and when they did what you asked, they still get blamed haha

                              • YellowKnight on 16/09/2019 - 15:54

                                @noone: A customer like me? So all I tried to do was order a TV. At which point were my actions not justifiable? So you wouldn't be annoyed if you paid for a TV that no one knows where it is?

                                • noone on 16/09/2019 - 15:56
                                  +1

                                  @YellowKnight: I'd be annoyed at TNT and not Videopro.

                                  • YellowKnight on 16/09/2019 - 16:00

                                    @noone: I am annoyed at both. But in saying that, with all the lying and running around by their courier service, you would think they would have better customer service. Yeah, I asked for a refund, but it was a case of juggling couriers and VideoPro. So if 2 minutes after I ask them to just sort out TNT delivery and not refund it but they say that "we can't unprocess the request now" (2 minutes!!), well that sounds like rubbish customer service.

                                    • noone on 16/09/2019 - 16:11

                                      @YellowKnight: Rubbish customer service because they quickly actioned what was asked? lol

                                    • EVA-01 on 17/09/2019 - 20:25

                                      @YellowKnight: Most likely when VideoPro was on the phone with you, the CS has the Toll web portal open in front of them on the screen - with your consignment case open. After you made the request to refund, they simply made a few clicks to cancel the delivery (hence the "2 minutes" argument).The portal most likely doesn't allow the reversal.

                                      But hey just my guess! Blame on TNT, sure, but Videopro as well in this case? In my experience every courier/postal service stuff up like this on a regular basis.

  • tissue on 16/09/2019 - 14:47

    Only struggle I had with TNT and Videopro was that the Samsung 55” TV I ordered was a missed delivery to my Brisbane address. When I told them I would pick it up from the depot, stupidly I assumed it would go to the local depot in Eagle Farm (~10km or 15 mins from the CBD).

    It ended up going to Redbank which is basically Ipswich, and >30km from the CBD or probably 40 mins drive.

    • YellowKnight on 16/09/2019 - 15:10

      Why pay for delivery when you eventuslly go and pick it up yourself?

      • tissue on 16/09/2019 - 15:26

        Because you have to be home for delivery to sign for it, the item was not available for pickup from their store and I work a few km from the Eagle Farm depot. Was almost a no brainer.

  • afoveht on 16/09/2019 - 16:14

    I use TNT all the time however it's generally from commercial to commercial premises, and in that regard they are fantastic and my go-to domestic courier. I have suspicions though that they are not as adept with residential deliveries - they charge (me at least) more for residential deliveries too.

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