Auspost Never Delivered, Forcing Me to Pick From Depot (Postage Was Partially Refunded)

Lwhite300 on 16/02/2022 - 09:54
Last edited 16/02/2022 - 10:11 by 1 other user

Not sure if anyone has had this experience before and what to do about it.

My package was taken directly to the depot without attempting delivery and told me to collect. (I was home all day and have CCTV footage to confirm no one was at my property that day).

I called up and was told they would redeliver. It's been 10 days since that and today they told me they will no longer be redelivering.

The depot is approx a 40 minute round trip.

I was partially refunded the delivery fee to go and collect the package.

Am I correct in asking for my fuel to be covered as well considering the length of the trip, time it will take and the days wasted being told it would be redelivered?

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Comments

  • John Kimble on 16/02/2022 - 09:59
    +10

    Am I correct in asking for my fuel to be covered as well considering the length of the trip, time it will take and the days wasted being told it would be redelivered?

    No

  • SnowDragon on 16/02/2022 - 10:05
    +3

    It's poor form from AusPost but you were lucky enough to be partially refunded and now you want reimbursement for travel and time wasted? Really?

  • GG57 on 16/02/2022 - 10:34
    +3

    I was partially refunded the delivery fee to go and collect the package

    Did you agree to this refund? If so, it would appear that the compensation has been resolved.

    • white300 on 16/02/2022 - 12:55

      When I chatted to the person on the phone, I requested fuel refund which she agreed to. Then when she said it was processed the amount didn't include fuel usage so it was then escalated to management which I will receive a response withing 48 hours. I only agreed to the refund that included fuel costs and postage amount, but what I got was less than I paid for postage.

  • Hithere on 16/02/2022 - 10:35

    Typical AusPost service. Drive straight past and say no one home.

    You'll have to foot the expenses involved yourself.

    You could try contacting their complaints department but from experience it's a waste of time.

    • white300 on 16/02/2022 - 12:58

      Funnily enough they didn't even drive past. Seem like they didnt have the time to make it to my home that day and went straight to the depot. I paid extra for express delivery but now will need to be travelling around 40 minutes total to go grab this.

      Must say though the customer support have been really lovely, just a bit of a frustrating experience like I have had many times before.

    • jv on 16/02/2022 - 18:57

      You could try contacting their complaints department but from experience it's a waste of time.

      Where do you complain about their complaints department?

      • Hithere on 16/02/2022 - 19:10

        OzBargain of course.

        That's a silly question jv.

  • Fredfloresjr on 16/02/2022 - 10:38

    They never deliver they only transfer goods from one depot to another depot.

  • Brigadier on 16/02/2022 - 10:48
    +3

    As mentioned above, if you accepted a settlement then you're probably out of luck.

    I have to admit that, unlike some other commentators, I sympathise with your situation. AusPost accepted due consideration to provide a delivery service including (I imagine) at least one attempt to deliver to the recipient's address, and - per your post - failed to do that.

    As this sounds like a courier delivery rather than regular post, the T&C's will be important, but regardless there is a contract in place - although (importantly) that contract is between AusPost and the sender. However, recipients can and do get compensated (as your post indicates)

    The Commonwealth Ombudsman sits as the Postal Industry Ombudsman and will investigate if your complaints to the provider get nowhere.
    https://www.ombudsman.gov.au/How-we-can-help/postal-industry…

    As is common in these situations, you must have pursued the provider's complaints process to its limits before the Ombudsman will get involved. This means the official documented complaints procedure, typically including all possible internal appeals, which can take some time. I believe that process appears to start with web forms at this page:
    https://auspost.com.au/about-us/corporate-information/compla…

  • MrHyde on 16/02/2022 - 11:29

    https://www.9news.com.au/national/australia-post-ordered-to-…

    Take them all the way…..

    • GG57 on 16/02/2022 - 11:52

      That outcome related to 78 weeks of issues, not one parcel (for which OP appears to have already accepted compensation).

  • Seraphin7 on 16/02/2022 - 11:51

    Am I correct in asking for my fuel to be covered as well considering the length of the trip, time it will take and the days wasted being told it would be redelivered?

    Try all you like, but you won't be getting any (additional) compensation from AP. Even if you did, the amount of time and energy it will take up to get it will not be worth the effort.

  • Drpepper666 on 16/02/2022 - 11:56
    +2

    Should they also reimburse you for the time you spent pointlessly complaining about this on a bargain website forum lol

  • Matwin23 on 16/02/2022 - 12:00

    What Depot? Are you sure its Australia Post? They don't re-deliver. Did you pick up package from a Post Office?

    • white300 on 16/02/2022 - 13:00

      It's from a central collection depot they have. They orignally told me they would re-deliver since no initial delivery attempt was made. Now they back tracked and told me they tried to originally deliver and won't do it again. I have yet to pick up the package as i'm home bound which is making this all a bit more difficult to get a chance to go pick it up.

  • Tee Rex Arms on 16/02/2022 - 14:04
    -1

    (profanity) sake. Why are people so entitled these days?!

    • white300 on 16/02/2022 - 15:22
      +1

      Not too sure why I should be labelled as entitled. I paid for a service that was not fulfilled and have to spend money out of my own pocket to retrieve an item that was told was never delivered then told for the next 1.5 weeks it was going to be. Seems absurd to accept their negligence without sufficient compensation.

      • John Kimble on 16/02/2022 - 15:40

        Are you the sender or receiver? Who actually paid Australia Post?

        • white300 on 16/02/2022 - 15:43

          Receiver. I paid for the shipping via the sender.

          • GG57 on 16/02/2022 - 15:44

            @white300: Was the shipping arrangement that you had in place with the sender, specific to delivery by Aust Post?
            Or was it a payment for generic 'shipping'?

            • white300 on 16/02/2022 - 15:46

              @GG57: I selected the eParcel option, which I think is AusPost.

              • GG57 on 16/02/2022 - 15:48
                +2

                @white300: I think you were lucky to receive any compensation from Aust Post. The sender paid Aust Post. You did not have a contract with Aust Post.

                • white300 on 16/02/2022 - 16:00

                  @GG57: Good to know! Thanks for the response :)

  • Chris12345 on 16/02/2022 - 17:17

    In a related shipping question - I ordered something from JB, ~$2100 projector on the 19th of Jan via Toll Priority, expected delivery on the 21st of Jan. It still hasn't left the Toll depot in Melbourne (shipping to Perth). Toll blamed the flooding in SA affecting the rail network(although I'm pretty sure my order was placed and in the depot before the flooding began…) and told me expect 6 - 8 week delay…on a 2 day shipping.

    Is it viable for me to contact JB and cancel the order? Or will they refuse? I paid the bulk in gift cards if that might complicate things…

    Thanks

    • white300 on 16/02/2022 - 18:53

      I would imagine they would make you wait for the delivery to occur before they let you refund it :/

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