Misdelivered Australia Post Parcel. Am I Stuffed?

So against my better judgement I signed up for Afterpay. On the weekend I was able to get 20% off Realfight 9.5 Software with Interlink controller on eBay via Ultimate Hobbies in Parramatta. I was a little nervous about foregoing PayPal buyer protections, and I'm not a fan of having lots of credit accounts going but the saving was over $75. Ultimate Hobbies has excellent feedback on eBay, so I took a punt, and I may have lost.

Little did I know what would derail me was Australia Post delivery, or I should say mis-delivery. It was sent via Express Post, and the fail has certainly come quickly. The tracking shows the package delivered several suburbs away. When I created an enquiry on the AP website, I was shown an image of the parcel dropped at a "safe drop" location…on someone else's property. So yeah, they've definitely delivered to the wrong address.

What are people's experiences with misdelivered packages? Has anyone had one recovered by AP, or should I just assume it's gone? It's tough to swallow paying instalments for something I never got. Is a chargeback with Afterpay viable, or is that just going to stuff my credit? Any other options to pursue? Is it worth sending AP a follow-up message on FB Messenger?

Another big annoyance is that was the last copy of the product available from the store. I've contacted them already but haven't yet asked what happens if they don't hear from AP soon. They said it was their first package in many thousands…Not sure if that's a bad sign, but hoping their solid reputation plays in my favour.

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Comments

  • +3 votes

    Did the person who took the photo have gps on their camera app?

    What address did AP give as the delivered address?

    •  

      I don't know. I've read that they're suppose to have GPS recorded when they deliver but no idea if this delivery person did.

      I only have the suburb, not the full address - Castle Hill. I live in Quaker's Hill. I confirmed that mine was the address on the Ebay order and the address the hobby store had.

      •  

        Castle Hill. I live in Quaker's Hill.

        That is a 20min drive. Someone did something wrong here.

        •  

          Yeah, absolutely.

    • +1 vote

      The barcode scanner AP use to capture signatures has a GPS. They may disclose the data if people ask them nicely.

      •  

        Australia Post can easily fix this by enhancing their system then. If the GPS coordinates at the point and time of scanning doesn’t match with the item’s barcode (address) it should alert immediately.

  • +10 votes

    This isn't your problem. Tell the seller to deliver the item or give a refund. They need to deal with AP because they are the client, not you.

    •  

      Best case is it is found and delivered. I suspect this is unlikely, but who knows.

      2nd best would be a refund. I can't purchase this item at the price I got unless there's another sale/special. But at least I'd have my money back.

      Worst case AP and Seller both pass the buck, and I am out of pocket. Afterpay already states it isn't responsible for delivery. I'm hoping this is less likely, given the reputation of this hobby store.

      Ideally in a fair world this isn't my problem, but this isn't a fair world.

      Honestly, who knows. It's been rougher this year than last and I was hoping to treat myself with 1 thing for my birthday mid-April. It looks like maybe I won't get the chance.

      Hoping someone who's experienced similar can give me some hope.

      •  

        I hate to be that guy but I think that's what'll happen. I had a $600 item misdelivered paid via AP. AP said too bad so sad take it up with merchant. Merchant said too bad so sad take it up with AP. I then told AP I'd do a cc charge back and they countered with debt collection.
        In the end the merchant sent a replacement but it was a small business so much more moveable that larger ones like in your issue.

        • +2 votes

          Latest news is AP have claimed that they have been able to retrieve the package and will re-deliver ASAP, so perhaps I'll get lucky.

          I'll know by the weekend I suspect.

  •  

    Here's the tracking info

    Tue 23 Mar • 3:01pm
    Customer enquiry lodged

    Tue 23 Mar • 9:07am
    Delivered - Left in a safe place
    CASTLE HILL NSW

    Tue 23 Mar • 7:45am
    Onboard for delivery
    CASTLE HILL NSW

    Mon 22 Mar • 6:42pm
    In transit
    CHULLORA NSW

    Mon 22 Mar • 6:41pm
    Item processed at facility
    SYDNEY SOUTH WEST NSW

    Mon 22 Mar • 6:36pm
    Picked up from Sender
    GREENACRE NSW

    Mon 22 Mar • 2:32pm
    Shipping information received by Australia Post

  •  

    Here's my enquiry

    23 March 2021, 3:00 pm Original enquiry
    Issue Type : Missing or Lost item
    Is the item a parcel or letter : Parcel
    Domestic or International : Domestic
    Date posted : 22/03/2021
    Does the item contain essential medication : No
    Description of contents : Remote control aircraft simulator controller and software.
    Value of contents : 379
    Contact Preference : Phone
    Issue Details : Parcel scanned in Castle Hill. Delivery address is Quakers Hill.
    Reason for enquiry : Location shown is not at the correct delivery address
    Has customer seen safedrop image : Yes
    Is eligible for network assignment : Yes

  • +3 votes

    And here's what I sent as a follow up to my phone call with the hobby store.

    Hi,

    As discussed on the phone today this item was marked as delivered to Castle Hill in Australia Post tracking for the tracking number you provided. The correct delivery address is REDACTED, Quaker's Hill, NSW, 2763 An image was also provided of the package at the delivery location and I can confirm that it was not taken at my address. I opened a case with Australia Post (details below) and have requested you do the same as in my experience Australia Post often will only deal with the sender. I'm just wondering how long this kind of thing takes to investigate and what happens if the package can't be retrieved. I noticed you don't have any more copies of Realflight w/ Interlink for sale on Ebay.

    • +3 votes

      Yep this is about all you can do. At least it's something that's not desirable for whoever received it to steal. Hopefully you get it back

  • +1 vote

    This is why I have a post office box for package delivery. If it up to Australia Post to get it to the PO Box so I can pick it up.

    •  

      lots of time po box is not accepted for me.
      Doggy seller on eBay love Fastway, courier please

      •  

        That's a good way to find out which sellers you should avoid

        • +3 votes

          I refuse to use Fastway, they are useless.

        •  

          Amazon?

      • +1 vote

        Not PO Box: Post Office - https://auspost.com.au/receiving/alternative-delivery-addres...

        If you sign up for the Parcel Locker system, you can use your same Parcel Locker number but at your local Post Office. Parcel gets delivered to Post Office for you to pickup (just like you would if you got carded)

    • +2 votes

      They delivered to the wrong address. Just as easy to deliver to the wrong PO Box.

      •  

        No, they can’t because the PO Box is on our name and it is at the PO. If there is nothing in the box then we go to the front desk.

        •  

          Sure they can. What do you expect the front desk to do if the parcel was placed in the wrong PO box and already picked up?

          • +1 vote

            @syousef: The access to the PO Box is via a code they send to our phone. There is a definite path back to that box. There is no denying a mistake has been made. It is, certainly, much more secure than having it sent to someone’s address.

            • +2 votes

              @try2bhelpful: I have a picture of my package left at someone else's property, that could not have been taken on mine. The tracking also shows it has been delivered to another suburb. People can ALWAYS deny a mistake has been made but it is no more reasonable in this case than if it were left in a PO box.

              •  

                @syousef: Whatever you think, mate. I’m providing you with a more secure alternative and you want to argue. I picked up my parcel yesterday and I’ve had no problems since I got the PO Box. I had stuff go missing when it was “delivered” to my house. YMMV.

                • +1 vote

                  @try2bhelpful: The alternative you provided is expensive and doesn't actually fix the issue as:

                  1. Not everyone delivers to a PO box.
                  2. It is still possible for a parcel to be lost or misdelivered when using a PO box.
                  3. It is inconvenient to go and check a PO box regularly.
                  4. It irks me to pay for delivery only to have to go pick something up.

                  In over 20 years this is only the 2nd time I've had a problem with an Australia Post delivery going missing. What's the cost benefit?

                  I appreciate your attempt to help, but you should also appreciate that your solution might not suit everyone, even if you're happy.

            •  

              @try2bhelpful: Are you talking about a parcel locker? A PO box just requires a key. So if the parcel was placed in the wrong box the owner of that box could easily get it.

              •  

                @Quantumcat: Sorry if I was unclear. It is a parcel locker which costs nothing.

                •  

                  @try2bhelpful: That makes more sense!! 😁

                  • +1 vote

                    @Quantumcat: Sorry about the mistake. We love the parcel locker, our place is right on the street so nowhere to dump a package and I’m sick of waiting all day for packages to turn up. We get the message and toddle down to get our package.

                    •  

                      @try2bhelpful: Yep me too. It was better when I worked next door to a post office with a parcel locker but still good now with some about a ten minute drive away. Don't have to worry about boxes left all day next to the door in full view of the street.

                      • +1 vote

                        @Quantumcat: We used to have a Post agency down the end of our street; pre the parcel lockers . Some mornings, it was tempting to just dash down in my dressing gown to pick up parcels that had been dropped off there. This was when we were both working and had Buckley’s hope of being home to have a parcel delivered.

  •  

    I have noticed that the pickup was from Greenacre which is about 20 mins from Parramatta, where the hobby store is. I'm wondering if they have a pickup point/warehouse in Greenacre or whether it's still possible I simply have the wrong tracking number. I have sent a second message to ask the hobby store.

  • +2 votes

    I was a little nervous about foregoing PayPal buyer protections,

    FYI, if the tracking says "delivered" those buyer protections wouldn't have really helped you.

    •  

      I honestly don't understand how if the tracking says "delivered" but the image and tracking shows that it was not delivered to the correct address, that doesn't count as fraud on the part of the courier or AP. The sucky thing is that even if AP admit it was lost the most that anyone can claim is $100 unless it was insured (not an option I was given, though I guess I could have asked).

      • +1 vote

        AP is supposed to deliver the package from A to B. If the product does not reach B, then it is the responsibility of A to chase it up. AP delivered it to C, so A can easily go back and ask wtf my dude.

  • +2 votes

    I'm going through similar at the moment. I ordered a Dell U3219Q from PB Tech back on the 7th March.

    The monitor was sent from NZ and I'm in WA. I got a notification last week to say the package had been successfully delivered to an address in NSW. According to Aus Post yesterday they recovered the monitor on Friday and it's heading back to the sender PB Tech in New Zealand. It's still a mystery as to why it went to NSW as my address details for my account with PB Tech are correct.

    I've asked PB Tech to cancel my order and issue a refund as soon as they receive the monitor back. I'll buy locally now to avoid waiting another month.

    •  

      Thanks. Yeah from all I have read it sounds like a week or so is the best timeframe I can hope for to get some sort of answer. I can wait for the package but am finding it irritating and stressful not knowing if I'm going to be forced to make repayments on something I never received. I really wish I'd gone and picked up the package.

      •  

        You need to take a few deep breaths and relax.

        Of course they say its "delivered" thats what their system says. But the system also says its "delivered" to the wrong suburb.

        They arent hiding anything.

        You just have to be a little patient for the system to work it out.

        They deliver millions of parcels everyday, mistakes are made.

        They are not going to drop everything for 1 parcel misdelivered.

        Its really at this stage between AP and the sender, to work out what they do.

        Either retrieve the package or payout.

        BUT its may take a few weeks unfortunately.

        I had one misdirected a few weeks ago. Called vendor and AP

        Turned out it was next door. (And the neighbour dropped it over)

        The next day the deliverer called and apologised for the misdirection.

        So just wait.

  •  

    Happened to me couple of times. One of my parcels supposed to head to the norwest ended up in Chullora. Another time it went to the next street (with a very similar name) but the lovely folks at the other address kindly dropped it off at my place. Another time the AusPost contractor delivered someone else's parcel to my address and hounded us like hell to hand back the parcel some weeks later.

    So if I was you, go make plenty of noise and force AusPost and/or their contractor to hound the poor person who accidently received your parcel. That reminds me…I need to chase AusPost up re the harassment I copped from the contractor.

  • +5 votes

    Some hopefully good news in an email sent about 10 mins ago from Australia Post.

    "I have met with the driver responsible for the delivery of this item, and after reviewing route and tracking information, they recall that this item was delivered to an incorrect address. We’ve successfully retrieved the item from that address and will redeliver it to you as soon as possible."

    I may get my package after all! At the very least they can't reasonably insist it was delivered to the right address after sending that email.

    • +1 vote

      Happy to hear!

      •  

        Thanks. Fingers crossed.

  •  

    A few weeks ago, the postie dropped off a parcel at my doorstep. My husband opened it without reading the label because I do a lot of online shopping and then realised it wasn't for us,but for a house down the road. The next day, the postie came back to get it. Apparently they take it back to the PO and repackage it.

    • +1 vote

      Thanks for the info. I don't know if it was opened but I am hoping it doesn't take too long to get to me. I'll be quite annoyed if it is in any way damaged.

  • +2 votes

    So I got my parcel, which was the main thing. BUT either the information I was given in last night's email was incorrect, or they managed to misdeliver to an entirely separate address.

    Here's what I just sent Australia Post via Facebook Messenger:

    Tracking number: REDACTED Enquiry reference: REDACTED
    At 11:53pm last night I received an email from Australia Post with the following:

    "I have met with the driver responsible for the delivery of this item, and after reviewing route and tracking information, they recall that this item was delivered to an incorrect address. We’ve successfully retrieved the item from that address and will redeliver it to you as soon as possible."

    At around 9am the person who actually received my parcel yesterday (who said he was from REDACTED ADDRESS) hand delivered me the parcel.

    So either last night's email was incorrect, and the package had not been retrieved, or the package was re-delivered yesterday morning to a different wrong address.

    I have my package and thankfully it is in tact but I am considering a complaint to the Postal Industry Ombudsman. The entire way this has been handled was a disgrace and leaves me with no confidence in your delivery service whatsoever.