Australia Post Customer Service isn't that great

OzBoganYeah on 22/12/2019 - 07:06

So I've had some delivery issues with Aus Post - the 2 most recent are the most hassle and annoying.

1st issue is I had a small parcel delivered and it literally looked like someone took a baseball bat to it. Repeatedly. The thing was absolutely dented in the middle from 3 different sides ' so the middle of the box looked like a "V". In reality, what most likely happened is it got slammed when the van/truck door was closing. The contents (inside a box) was bubbled wrapped however the box and item was damaged as well. SO I took it to post office to file a complaint and filled out a form (this was early November). I don't hear back from them for 2 weeks so I go back and the man I spoke to said "it's gone". SO I'm assuming they lost my parcel so it probably was possibly stolen? I don't know what to do.

2nd issue is another delivery issue and they have agreed to reimburse me (unrelated to 1st issue), however they will only send a money order instead of transferring it to my bank account. I'm going away on holiday so I can't accept the money order and did ask for bank transfer instead which they refused even though another AP CS rep confirmed to me that it was an option. I asked to speak to a manager but they just ignored me. Now I'm wondering what;s going to happen to the money order when I'm not there?

Nutshell: they ignored me when I asked to speak to a manager, severely damaged my parcel and item inside and are sending a money order when I won't be there to accept it (going away).

Any advice?

General Discussion

Related Stores

Australia Post
Australia Post

Comments

  • chumlee on 22/12/2019 - 08:16
    +8

    Watch the movie "Falling Down".

    Some good example of how to deal with poor customer service.

    Here's a snippet

    https://youtu.be/Z4tC4qfv92Q

    • jv on 22/12/2019 - 12:14
      +3

      I tried that once and they found my parcel…

  • Skramit on 22/12/2019 - 08:18
    +1

    Not surprised.

    I’ve had heaps of parcels “lost” by auspost over the years. Mostly electronics. So somebody at the warehouse is making a killing on gumtree. Every time the investigation takes ages and I end up getting it resent or refunded.

  • bargain huntress on 22/12/2019 - 08:20

    is this all at the one branch?

  • Typical16-bitEnjoyer on 22/12/2019 - 08:59

    Any advice?

    1. Don't send or receive fragile or expensive items via Auspost.
    2. Go on holiday and worry about cashing the money order when your return. Will you be broke without it?
  • myusername on 22/12/2019 - 09:13
    +4

    wait, what?

    you guys get customer service from aust post?

  • whooah1979 on 22/12/2019 - 10:07
    +1

    I had a small parcel
    bubbled wrapped however the box and item was damaged as well.

    Was the mail article packaged to withstand transit?

  • bcdubz on 22/12/2019 - 10:40
    +1

    Their customer service is absolute garbage and they are perfectly fine with parcel theft.

    At my previous address my relatives posted a birthday gift but accidentally put the wrong number down. I got a notification that my parcel was delivered after first getting a notification that I had accepted a safe parcel drop, went outside to check and found no parcel waiting. I followed up with Auspost and they had a photo of the item where it was dropped, unfortunately at my neighbours. Auspost then went to collect the parcel from the address it was delivered to and they denied even receiving it despite acknowledging the delivery in their Auspost app.

    Auspost offered no compensation and the gift went to the thieving piece of shit neighbours. It was a $50 ebgames voucher and game of thrones mug with a birthday card so they had to be the scummiest of scum to keep it. I still think of going back and taking their nice pot plants from time to time.

    • whooah1979 on 22/12/2019 - 10:44

      Australia Post isn’t to blame for your lost mail article.

      • bcdubz on 22/12/2019 - 10:47
        +2

        I didn't say they were to blame for it, I said their customer service sucks and they did nothing about the theft. I even knocked on the thieves door and the people flat out lied to my face. There was no option for me to take it further, Auspost wanted to wipe their hands and make me go away.

        • whooah1979 on 22/12/2019 - 10:55
          +2

          Auspost delivered the mail article as per procedure.

          The alleged theft is a matter for the police. Did you go the LAC to file a report?

            • Cheeper on 22/12/2019 - 11:01

              @bcdubz: "At my previous address my relatives posted a birthday gift but accidentally put the wrong number down."
              Not AP problem at all. The had no obligation to attempt recovery but they did.

              • bcdubz on 22/12/2019 - 11:09

                @Cheeper: The parcel had my name but was allowed to be dropped after somebody that wasnt me acknowledged the delivery in their Auspost app. The delivery was disputed within an hour of its delivery. I'd even knocked on my neighbours door after coaxing enough information out them to be able to identify which of my neighbours they delivered it to (privacy lol). They were happy to accept the explanation from the house they delivered it to that they never received any parcels and therefore couldnt return it.

                Auspost had a photo of the drop-off, thats how I was able to identify which neighbour it was when they described where the parcel was put as they were the only neighbours with a green coloured front door.

                • whooah1979 on 22/12/2019 - 11:17

                  @bcdubz: What they did is called safe drop a.k.a ATL and an acceptable practice in the delivery industry.
                  https://community.auspost.com.au/s/article/What-is-Safe-Drop…

                  • bcdubz on 22/12/2019 - 11:20
                    +1

                    @whooah1979: My wife just pointed out to me something I'd forgotten, they even got the delivery address wrong from what was on the parcel. She called her Aunt when we were chasing it up and was told they addressed it to 3 instead of 8, the parcel was delivered to 4.

                    Pretty sure that makes Australia Post entirely responsible, even though that wasn't my point at all, the way they handled it all was just trash.

                    • coin saver on 22/12/2019 - 13:58

                      @bcdubz: The parcel was incorrectly addressed end of story. Blame the people responsible not the misinformed delivery guy or do you expect Auspost to send Bikies around to your neighbours to correct your relatives mistake?

    • Donaldhump on 22/12/2019 - 12:10
      +2

      mate u could cause more than 50 bucks of damage with one brick. id brick that ****s house so bad

  • Donaldhump on 22/12/2019 - 12:06
    +1

    i had a parcel delivered to my office, it went awol, lady said postie wouldn't deliver to it as he wouldn't lock his bike up and walk up stairs. my reply "what the **** is too lazy to do his job", she shrugged and called through the next person in the 60 deep line.

    id say 90% of ppl who work in post office don't give a rats ass

    • whooah1979 on 22/12/2019 - 12:51

      Does your work place have a letter box or reception on the ground floor?

      • Donaldhump on 22/12/2019 - 13:16

        no

        • whooah1979 on 22/12/2019 - 13:31

          That explain why the postie can’t deliver your mail articles.

          • Donaldhump on 22/12/2019 - 13:41
            +1

            @whooah1979: funny how dhl can and every other postie thats delivered there for the last 18 years, just plain lazy, anyway you seem to be a know it all, so convo over

  • Lurk Hartog on 23/12/2019 - 08:21

    I've found that Australia Post service varies a lot from store to store. I've experienced some of the worst service ever at some branches every time I've gone in, but have found other branches that are quite good.

    If you live/work in a metro area with a lot of branches around, it pays to test them out if your local branch is consistently incompetent.

    The last two places I lived in had absolutely terrible local branches so I had to take action to ensure I almost never had to deal with them.

  • min2 on 23/12/2019 - 10:24

    Write to the CEO Christine Holgate on her LinkedIn page. She promised she would reply to every customer in a public event in Brisbane couple of years ago. And if you do, please let us know what happens :-) Good luck!

  • OzHunterNSW on 23/12/2019 - 10:27

    "If" the item ever arrives, and I suspect as per typical handling from Oz Post, I take photos of the box condition, I take photos as I open the box, and photos of the items in side. Fully documented.

    If you have an issue with the million dollar CEO's handling of your product, then you can contact them and seek compensation.

    Good luck with that…. I don't know what it is… but Oz Post is below 3rd world standards… This is what happens when you skimp and employ high school drop outs who now feel resentful toward all those able to purchase items via the post.

    • coin saver on 23/12/2019 - 10:37

      Aust Post will not deal with the receiver only the sender.

      • whooah1979 on 23/12/2019 - 10:47

        Aust Post will not deal with the receiver only the sender.

        Where did you get that from?

        https://auspost.com.au/receiving/delayed-lost-or-damaged-ite…

        A request for compensation (including an Extra Cover claim) can be made by either a sender or a recipient.
        In most cases, a claim for compensation will be made by:
        the sender for items that are not received (lost)
        the recipient, for an item that is damaged or is missing contents
        If an item sent to you from overseas is lost or damaged, compensation needs to be requested by your overseas sender. In the case of a damaged item, you’ll still need to take your item to a local Post Office so it can be assessed; we’ll create a damage report for the overseas postal authority.
        In situations where we receive a claim for compensation from a receiver for items that are lost or the sender for items that are damaged or missing contents, we will seek a waiver of the right to compensation from the other party.

        • coin saver on 23/12/2019 - 11:00

          Well thats new but good luck with those terms and conditions.

          • whooah1979 on 23/12/2019 - 11:56

            @coin saver: It isn't new. This policy has been around long before online shopping was a thing.

  • Johnmac37 on 23/12/2019 - 23:32
    +1

    Not specifically related to your issue but generally I've found AusPost to be pretty good, 1 or 2 mistakes out of however many more items most of us get delivered perfectly isn't really that bad, and they almost always resolve any issues you have (eventually).

Login or Join to leave a comment
Login Join