Sendle Couriers Have Lost My Delivery

essdee54 on 09/09/2021 - 11:28
Last edited 09/09/2021 - 11:37 by 2 other users

Because of Sydney's Covid lockdowns, I arranged for a new $170 Little Nation child's tricycle in its original packaging to be delivered to my daughter's place for my grandson's birthday.

Parcel was picked up on 26 August and, according to Sendle's online tracking history was apparently taken to Sendle's depot for delivery on the next 'delivery cycle'. The parcel was to be delivered by 31 August. As the parcel had not been delivered by 2 September, I lodged a complaint via Sendle's online complaint facility. Sendle cannot be contacted via phone as there is no number provided. Sendle then initiated an investigation but so far, after Sendle has talked to their local couriers, searched their vans and searched their local depot, there is no sign of my parcel. The parcel was in its original packaging, was rather large (60 x 30 x 40 cms) and had a diagram of the tricycle printed on the outside of the package so it wasn't exactly easy to miss. Sendle are now supposedly checking regional and interstate depots to try and locate the parcel.

The parcel only had to be transported 17 kms, or a 20 minute drive to my daughter's place so how has it seemingly disappeared into thin air? Could it be that one of Sendle's couriers saw the diagram of the trike on the packaging and liked it so much that one of his/her children now has a new trike? How many other OB people have been duped similarly by this obviously incompetent courier business?

Please share your experience so that others contemplating using Sendle definitely don't.

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Comments

  • YeemaiI on 09/09/2021 - 11:35
    +3

    Might just be you, I had no problems sending a $175 GTX 1050Ti interstate. Just wait a bit longer until the 'investigation' is over, and if nothing happens, talk to them again.

  • bdl on 09/09/2021 - 11:36
    +2

    Please share your experience so that others contemplating using Sendle definitely don't.

    I've had no problems with them, have used them for 50+ eBay sales as well as couriering things between Sydney and Melbourne.

  • orangetrain on 09/09/2021 - 11:37

    You bought it online and shop sent it via sendle or packaged it yourself and sent it via sendle?

    • essdee54 on 09/09/2021 - 11:51
      +1

      I had the parcel delivered to my home with the intention of personally giving it to my grandson on his birthday. However, Covid lockdowns came in to force before then and I was unable to travel to my daughter's home.

  • randomusername2017 on 09/09/2021 - 11:37
    +2

    Sendle have been good here recently.
    20+ parcels sent locally (south west syd) during lockdown mostly next day delivery to surrounding suburbs.
    Bonus discounted pricing too

    Auspost seems to take about a week to move between Chullora and Villawood at the moment.

  • Baa on 09/09/2021 - 11:49
    +3

    I have actively not bought something due to Sendle being used previously.

    They have never lost anything but have had multiple packages take 6 weeks plus from east coast to WA pre COVID.

    • plmko on 09/09/2021 - 12:47
      +5

      They picked up a package from my house and delivered something from Melb to QLD for me in 2 days, and I only paid $7.

      Another time they delivered within Melb on the same day that very afternoon after picking up a parcel in the Morning.

      There are extreme stories everywhere.

  • DingoBilly on 09/09/2021 - 11:51
    +4

    I think this will be similar to Australia Post/any other courier type service.

    I've never had issues with Australia Post despite sending and receiving hundreds of items. But others swear AusPost is incompetent, slow and have so many issues.

    I believe it's just bad luck/chance. There will always be a small proportion of orders that are lost/stolen/take 3 months instead of 3 weeks etc. regardless of service you use.

    • essdee54 on 09/09/2021 - 11:57
      +1

      I can accept delays but Sendle has advised that the parcel has not been able to be found in couriers' vans and their local depot so where could it have possibly gone?

  • afoveht on 09/09/2021 - 11:51
    +2

    Sendle would be my last resort.

    Twice I had issues with them because I was stupid enough to forget the first. If things work out ok but if anything does go pear shaped you will have more fun emailing a brick wall. (Note not talking to a brick wall, because Sendle didn't even have a taking option - just email.) Coupled with their use of Aramex / Fastway - IMO just be kind to yourself and don't go there.

  • iDarelones on 09/09/2021 - 11:52

    Sendle have been pretty good for me except for the one time that they failed to pickup the package after multiple rearrangements.

  • djkelly69 on 09/09/2021 - 11:55
    +2

    What is the point of having a whinge and trying to bad-mouth them when the investigation is still on-going? Or making wild accusations with literally zero proof?

    Wait and see what happens with their investigation, and if it is then not resolved satisfactorily, then you have something to whinge about.

  • essdee54 on 09/09/2021 - 12:05
    +2

    Sendle has acknowledged that the parcel is obviously not in Sydney as they are now searching Regional and Interstate depots. The parcel only had to travel 17 kms between 2 clearly identified Sydney locations. I think that I have every right to have some sort of a whinge.

    • bdl on 09/09/2021 - 12:31

      Ship it with Toll - then you have the right to whinge :)

  • MITM on 09/09/2021 - 12:36

    interparcel.com.au gives you quotes and choices

  • Ocker on 09/09/2021 - 12:47
    +1

    If by chance they assigned it to Aramex (ex Fastaway) they good luck !! They have a horrible reputation for speed of delivery and "losing" items.
    https://www.productreview.com.au/listings/aramex-courier

  • Destin on 09/09/2021 - 13:01
    +2

    Can't comment on Sendle, but I had a package go missing in the Australia Post warehouse once…. the box was a dead giveaway that the contents were expensive. It was very obvious an employ decided to make it 'go missing'. Lesson learned - always make your parcels dull and uninteresting.

  • beeawwb on 09/09/2021 - 13:04
    +4

    So, just to put out a glimmer of hope…

    My partner and I run a side-hustle and use Sendle when it's more economical to do so - generally picked up from home. 1 day 6 months ago we were going to be away during their normal pickup time (Fastway/Aramex usually comes at 8am, Courier's Please come around 2pm) so we decided to drop it off at our local BP as they're a collection point. We did that for 4 packages and then… nothing. Packages listed as awaiting pickup. We file a complaint, they investigate and … still nothing. They conclude that they have lost the packages, they refund us the costs, we send out new orders to customers, and that's the end of it. Right?

    Last week we get messages from those customers. The original packages have just turned up 6 months later. I don't know where they lost / found them.

  • bobokingdom on 09/09/2021 - 13:23
    +1

    Even your parcel only needed to travel 17km, it won't go directly to the destination. It will be picked up and send back to the depot for sorting before it is on its way to its destination. I had a parcel for the same State (NSW —> NSW), Auspost managed to send to Perth, re-route to Melbourne and then back to NSW after 3 weeks…so this kind of thing happened with all couriers.

    • FireRunner on 09/09/2021 - 13:41
      +1

      Have had this happen with Australia Post. Parcel took the scenic route around Australia, took 3-4 weeks from memory.
      I've found sendle to be pretty good. Within same metro city area, sometimes picked up and delivered the same day and never more than 2-3 days.
      It depends on the courier, mine mostly end up with Courier Please

      • Typical16-bitEnjoyer on 09/09/2021 - 13:51

        Lol same, large year I had a very large and heavy parcel sent from Sydney go to Adelaide, then Perth then finally to the destination in Melbourne. Took about a month.

  • Hithere on 09/09/2021 - 14:21

    I had a small package posted to me in Victoria from Queensland 7 days ago using Australia Post.

    Tracking shows that in those 7 days it's travelled 24km, hasn't even left Queensland yet.

    I'd hate to be in a hurry for it.

  • [Deactivated] on 09/09/2021 - 16:11
    +1

    I've been lucky enough not to have a lost item with either Australia Post or Sendle, but won't use Sendle again for these reasons:

    They proved consistently unreliable with pick up from drop-off locations. Customers received notifications that the courier had been unable to effect pickup two weeks previously (the first I heard of it being when the customers let me know that), tracking information showing that the courier attempted pickup late-night when the drop-off location business was closed.

    Their support is unacceptably bad. There is no telephone or chat support and their web portal indicated that if I sent an email, I might expect a reply within two business days. In fact, I received an auto generated response referring me back to the portal and the next day received another email advising that, as they had not heard further from me after solving my issue, they were closing the case. I collected the parcels from the drop-off location, sent them through Australia Post and vowed never to use Sendle again.

  • randomusername2017 on 09/09/2021 - 18:12

    Fedex - 4 days Hong Kong - Syd
    Scanned in 7 depots within Sydney over 10 days, routed via Central Coast to Newcastle. Now parked at Erskine with a "No scheduled delivery date available at this time." status. Strange times for delivery services.

  • essdee54 on 09/09/2021 - 18:26
    +1

    Thank you everyone for posting your experiences with not just Sendle, but many other courier companies. Hopefully, from what I've read my parcel has gone on a sightseeing tour around Australia and will arrive sometime before my grandson becomes too big to use his tricycle.

  • runamuck on 09/09/2021 - 20:07

    Unless you have purchased extra cover, im afraid you will lose $70 as $100 is the max they will cover for lost parcels.

  • Ade99 on 10/09/2021 - 07:38
    -2

    No worse than Oz post who I know have lost 2 parcels, plus the one's I never knew about. Guess you need to prioritise those expensive executive watches.

  • HeWhoKnows on 10/09/2021 - 09:37
    +1

    I dont know how many times we see complaints about Sendle here

    Yet people continue to use them

    I had somebody send me a parcel with Sendle this week…
    The good news is that it arrived safely at a time I wasn't home.
    The bad news is that the courier didn't follow the instructions to leave it at my front door.
    Instead they left it in my mail box which is on my fence out on the street…obviously much less secure

    Furthermore the courier said that i signed for the parcel which obviously I didnt

    The signature was a little squiggle made by the courier himself

    the last time I received a parcel from Sendle I was home waiting with my door open but the tracking said nobody home so they left it at a newsagent far away in the next suburb…hardly a door to door courier service!

    So NO
    Sendle cannot be trusted to deliver anything correctly

    • Baysew on 10/09/2021 - 09:42

      Who is your recommended courier?

  • drakarn_123 on 10/09/2021 - 09:37

    I sent an Oculus Quest using Sendle and it disappeared. Since I had "Authority to leave" checked, they refused to honour their insurance cover. Their investigation turned up nothing. eBay wouldn't help either. I had to refund the buyer and lost my Oculus Quest

  • jv on 10/09/2021 - 09:48
    +2

    Sent it with Sendle? Expect it to arrive around the time your grandson turns 18.

  • CL123 on 10/09/2021 - 10:49

    I have only sent one package with them and didn't have a problem. They have included insurance up to $100 so I didn't need to take out extra cover but I see it's only $1.95 to add $100 extra cover. See here https://try.sendle.com/en-au/cover. Did you do that???? At the least if they don't find your parcel you should get $100 plus shipping costs. I hope they find it for you though. Another stress on top of everything else you are dealing with and I bet it is so frustrating that your grandson is so close yet you couldn't take it to him yourself. Good luck.

  • OzHunterNSW on 10/09/2021 - 15:36

    Wow… I thought Sendle were good, picking up directly from your door was a nice bonus.

    17km - couldn't you have driven there? Anyway, it should all be trackable. Look into their compensation.

    • essdee54 on 10/09/2021 - 15:38

      Unfortunately I couldn't drive there because of Sydney's Covid restrictions.

  • TilacVIP on 11/09/2021 - 07:50

    For a couple of dollars difference compared to Auspost, I'm happy to not use Sendle. Poor customer service, responding to emails 2 days later, just not good enough. No phone support just about does it for me. On top of that their tracking system is flawed. Things are not updated and support can't give you accurate updates.

    Out of using them 4 times, I had issues 2 of those times. so a 50% bad experience strike rate, is enough for me to give them the bird. I'll stick to Auspost for now.

  • barginhunter11 on 11/09/2021 - 15:26

    I purchased from a retailer and sendle lost the package . I was going to use them as a service , but ill stick to aus post now.

    Retailer refunded , but still not a good first impresssion .

  • Uncle Roger on 13/09/2021 - 11:23
    Merged from Sendle Has Lost My Parcel with $900 Worth of Contents - What Are My Options?

    I sent a single large box with approximately $900 worth of contents, from Melbourne to Sydney. I didn't purchase insurance, as I didn't expect anything to go wrong, and have never had issues like this before.

    Delivery was expected between September 1-6. As of September 7, it's been marked as missing.

    There has been zero communication from Sendle, both myself and the receiver have emailed them multiple times, but nothing. Their automatic email reply says that they'll get back to us within 2 business days, but now it's approaching a week. Supposedly they have a live chat, but haven't seen it pop up anywhere (how convenient).

    I just don't understand how this can happen. It was a large box, and it was simply from Melbourne to Sydney! These things don't just go missing. I've had plenty of parcels come from overseas in less time then it takes Sendle, and have never gone missing.

    I don't understand how this is acceptable. Yes, everyone's doing it tough during Covid and lockdowns and everything, but that's not an excuse to lose my package, and not keep my in the loop at all! It's disgusting behaviour.

    Rant aside, what are my options? Is there anything I can do to our pressure on Sendle? I would just like a reply with an update!

    Thanks in advance.

    Uncle is frustrated.

    • Hybroid on 13/09/2021 - 11:24

      Did you purchase insurance to the value of at least $900?

      Boxes can get damaged, stolen, lost, incorrectly moved around between logistics facilities, trucks, conveyor belts etc. It happens.

      • Uncle Roger on 13/09/2021 - 11:26
        -4

        No. didn't purchase insurance, as I didn't expect anything to go wrong! I've used Sendle plenty of times…

        • Hybroid on 13/09/2021 - 11:27
          +1

          Ouch, lesson learnt. Then you're entitled to $100 compensation.

          https://support.sendle.com/hc/en-au/articles/205952567-Cover…

          • Uncle Roger on 13/09/2021 - 11:28

            @Hybroid: Yes, I've read all this, but I don't understand how something like this happens. Is it so difficult to send a parcel from Melbourne to Sydney? I mean honestly!

            Insurance for international is one thing. But for domestic - really?

            • Hybroid on 13/09/2021 - 11:29
              +5

              @Uncle Roger: For higher value items? Yes. This is normal practise. Even using AusPost.

            • pharkurnell on 13/09/2021 - 11:42

              @Uncle Roger: Same as gambling.. You risk what you can afford to lose..

              IMWO If its a $20 item, then no you wouldnt bother with insurance.. depending how much the insurance actually is - into the $100's…. well

        • SF3 on 13/09/2021 - 11:30
          +10

          “Past performance is not a reliable indicator of future performance.”

      • DannyC on 13/09/2021 - 11:26

        I didn't purchase insurance, as I didn't expect anything to go wrong, and have never had issues like this before.

        OP didn't unfortunately.

        • Uncle Roger on 13/09/2021 - 11:27

          To be fair, I updated my post after that comment :p

      • Uncle Roger on 13/09/2021 - 11:30

        Putting everything aside, I would just like a reply.

        It's not asking so much. I paid for a service My parcel is missing.

        The very least they can do is give me an actual update from a real person.

    • Bafranz on 13/09/2021 - 11:25

      yoink!

      • Uncle Roger on 13/09/2021 - 11:26

        Appreciate the support lol

    • Muzeeb on 13/09/2021 - 11:25
      +1

      These things don't just go missing

      They end up in one of the handlers house.

      • Uncle Roger on 13/09/2021 - 11:27

        He must have a sweet tooth, there was a lot of confectionery in there!

        • dust on 13/09/2021 - 11:34
          +1

          You sent $900 worth of confectionery? That's a lot of lollies!

    • DannyC on 13/09/2021 - 11:34

      I've had deliveries delivered to the wrong address even though my parcel was clearly marked, just a few months ago they delivered one a few doors down, i was only able to track it down after they had photo evidence of delivery and I recognised it to be 4 doors down. Some have been stolen from our foyer area in our apartment block from residences and others. Sometimes dishonest drivers just scan barcode as delivered and take off with it.

      It sucks but without purchasing additional cover and insurance at most you'd be covered up to $100 (Aus post standards, not too sure of Sendles compensation)

    • bobokingdom on 13/09/2021 - 11:35
      +4

      If you print the label using eBay? Sendle on eBay covers $300 instead of the $100 offers on Sendle website.

    • bobbified on 13/09/2021 - 11:44

      I didn't purchase insurance, as I didn't expect anything to go wrong, and have never had issues like this before.

      Aiyaaaaaaaaaaaaa! The real Uncle Roger would've told you that if you expected something to go wrong, you wouldn't have used Sendle in the first place!

      • Uncle Roger on 13/09/2021 - 11:47

        This is true - thank you nephew

    • iDarelones on 13/09/2021 - 12:02

      Haiyaaaa

    • garetz on 13/09/2021 - 12:05
      +1

      Lost usually means stolen, someone in the chain of delivery took your package.

    • Lukian on 13/09/2021 - 12:07

      Did you cover the label with clear tape to reduce the likelihood of damage?

    • rambutann on 13/09/2021 - 12:15

      I've had so many parcels go missing with Sendle, raise a missing parcel query, they've always found my missing parcels eventually.

    • Cheaplikethebird on 13/09/2021 - 12:28

      You sent a high value item to an interstate address through a budget shipping company at a time where there are major disruptions to supply chains and strict border closures… and you didn't suspect anything could go wrong?

  • essdee54 on 17/09/2021 - 16:51

    Hi. Thank you all for your input. Here is the outcome from my original posting.

    After Sendle had, as part of its investigation into missing parcels, spoken to its couriers, had them search their vans and then searched their local depots, the investigation proceeded to searching all regional and interstate depots. However, before this phase of the investigation was concluded, on Friday 10 September, I received an update saying that the parcel was onboard a courier vehicle for delivery. On the following Monday, I received a revised update from Sendle saying that the parcel had been deemed lost, that their investigation had now finished and that I should lodge a claim for any insurance I was entitled to.

    At that stage I fired off a scathing email to Sendle asking how, 3 days prior, I had been advised that the parcel was on board a courier's vehicle and then 3 day later the parcel was deemed to have been lost. I reiterate, it was a large parcel and not a small envelope or sachet which I can appreciate might possiblly get lost. In the email I also advised that my daughter was quite happy to on to A Current Affair (ACA) holding my 1 year old grandson and explain how Sendle had somehow lost his birthday present. Given that ACA had only a fortnight ago run a story on the despicable ways courier companies, including Sendle, operate, I'm sure they would have jumped at running another related story, this time specifically on Sendle.

    However, miracles do happen…LOL. Only hours after receiving a response from Sendle to my earlier email, the parcel was delivered. Could it be that the courier who was supposed to have delivered my parcel, but then somehow "lost" it, might have got a rocket up his arse asking him to "find" the parcel and deliver it ASAP? This was followed up by another email response from Sendle's Escalations Manager who, inter alia, informed me that if a parcel is not found within their 5 day Investigation process, they automatically deem the parcel lost and close their investigation.

    Clearly, there is a major flaw in Sendle's systems. In the knowledge that if a parcel is not located within Sendle's 5 day investigation process the investigations will be closed, there is nothing stopping a courier taking a parcel they may want (bearing in mind that some parcels, such as mine, in original packaging clearly identify the parcel's contents) to a location other than his/her residence, storing the parcel there, and then once it is deemed lost by Sendle, subsequently retrieving and keeping the parcel. Food for thought, hey?

  • Palindrome777 on 29/10/2021 - 12:23

    I booked a pick up from Sendle via ebay. The item was picked up by the courier however was never scanned as picked up, no tracking information at all showing either. I contacted Sendle and after an apparent investigation the item can not be found. Due to there being no pick up scan or any tracking after it was taken by the courier they have informed me I am not able to make a claim for a missing item. Now I will have to refund the buyer on Ebay. This must be a joke surely as even the pickup courier acknowledges he picked it up when I spoke to him on a different pickup day (he also told me it is couriers please I have to contact and not Sendle) *Couriers Please have not replied to my emails. Does anyone have a contact number for Couriers Please/ or Sendle? Thanks for any help

  • [Deactivated] on 19/11/2021 - 11:15

    Out for Delivery

    Parcel onboard courier vehicle for delivery

    ^^ Does this mean to be delivered today if all goes well, or is it at drivers discretion?

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