topic Re: Items not being delivered!! in Buying

Items not being delivered!!

adityachanda — Mon, 14 Oct 2013 10:50:27 GMT

Hi,

A lot of the items I've bought recently are not being delivered at all which has lead me to cancel a few orders. Recently I've tried to purchase iphone leather cases over ebay and it's just not being delivered. Is this an issue with ebay or something going astray at Aus Post?

Re: Items not being delivered!!

digital*ghost — Mon, 14 Oct 2013 11:05:14 GMT

It's difficult to say without knowing where the items are being sent from, and whether there are any other common factors aside from the fact that they're (presumably) posted to your address.

If they're local purchases, there has been a few delays with AP's delivery times, however that's relatively sporadic and isn't related to any specific state / region etc.

Re: Items not being delivered!!

lyndal1838 — Mon, 14 Oct 2013 11:13:08 GMT

How many is "a lot"?

And what do the sellers say when you tell them the items have not arrived?

Why do you cancel the orders, or should I say why do the sellers cancel the orders?

Re: Items not being delivered!!

harley_babes_hoard — Mon, 14 Oct 2013 11:30:26 GMT

I have had quite a few issues with australia post in the last month with large letters and normal letters not arriving to buyers.

Re: Items not being delivered!!

harley_babes_hoard — Mon, 14 Oct 2013 11:36:42 GMT

http://community.ebay.com.au/t5/Selling/What-the-hell-is-up-with-AusPost/td-p/738037

Re: Items not being delivered!!

australiapoststore — Mon, 14 Oct 2013 22:18:33 GMT

Hi adityachanda,

I’m sorry to hear that you’ve been having issues receiving parcels. We’d be happy to investigate the matter. Could you contact us on Facebook or Twitter? If you could also present any tracking numbers for the articles you were expecting it will assist us greatly. Request that someone contacts you and we’ll give you a call and chat over the phone.

@ harley_babes_hoard,

Have we spoken to you yet about the issues you are experiencing? Please reach out to us on Facebook or Twitter and we’ll be glad to give you a phone call. Last thing we want is you being unhappy with our service.

-Rory

Australia Post eBay Team

Re: Items not being delivered!!

adityachanda — Tue, 15 Oct 2013 00:37:48 GMT

Thanks for the reply. I actually gave Aus Post a call this morning and asked them to further investigate the issue; reference number VH2604325. I don't use FB or twitter, is there another medium that I can use to contact you? There don't seem to be any tracking numbers attached to any of the articles. Any other info. I can provide on the articles for you to help track them?

Re: Items not being delivered!!

adityachanda — Tue, 15 Oct 2013 00:43:54 GMT

I can name at least 6 items over the past year that I've had this issue with. The sellers generally asked me to wait a few days longer otherwise they would post another one. One of them was a ereader worth like 200 bux so i dont really blame the seller for waiting before sending a second order. Didn't realise so many other people are having these same issues.

And I've cancelled a couple of the orders because i assumed it was the seller's fault and couldn't be bothered waiting longer than a month for an item that was meant to arrive within the week- but it can't really be an issue with 6 different sellers..right?

Re: Items not being delivered!!

fourandsixpants — Tue, 15 Oct 2013 00:52:40 GMT

I have experienced HUGE delays in the last few weeks also. OSeas from USA sent 19 Sept is one example......packets from within Australia taking up to 14 days from when seller/s have posted-with tracking but other than 'date lodged' and 'in transit' no further details avail to see or report.To me this is a seems a contradiction....this use of the word 'TRACKING' or 'tracking number' for a service that clients pay top dollar for yet CANNOT 'track' a parcel on its journey. Am sick of hearing the platitude'YES! This is tracking....cos when the parcel arrives you get told and we know that it has arrived'!!?! .....please, someone hold my eye-balls still!!!!! . I will not be making any further purchases after next week leading up to Christmas. Too many delays for a service that I am paying for!!

Further....as a 'professional' business, AP wants customers to use social media sites to make enquiries/contact about issues? in my opinion this is not very professional. I do not use Faceoff or **bleep**ter myself-too busy chasing down missing and late parcels

Re: Items not being delivered!!

*crikey*mate* — Tue, 15 Oct 2013 01:41:12 GMT

@australiapoststore wrote:
Hi @adityachanda,

I’m sorry to hear that you’ve been having issues receiving parcels. We’d be happy to investigate the matter. Could you contact us on Facebook or Twitter? If you could also present any tracking numbers for the articles you were expecting it will assist us greatly. Request that someone contacts you and we’ll give you a call and chat over the phone.

@ @harley_babes_hoard,

Have we spoken to you yet about the issues you are experiencing? Please reach out to us on Facebook or Twitter and we’ll be glad to give you a phone call. Last thing we want is you being unhappy with our service.

-Rory
Australia Post eBay Team

Even if someone knew HOW to use Facebook or Twitter, what's the point of reaching out?

You don't do anything to fix the issues that we have all been having for a long time now, (If you did they would be getting better, not worse) just give publicly acceptable cut and paste damage control, ineffective responses, that are usually either inaccurate or provide no indication that you even read the issues or questions.

We have seen on these boards alone the HUGE amount of false and contradicting information given by Aus Post employees, and seen how when a blunt question that goes to the root of the issue is asked, it is ignored.

I personally have started 3 threads with questions such as those when I thought perhaps they were missed in the thread they were raised and they were ignored EVERY TIME, even though less intrusive questions were being answered from 5 or 6 pages behind mine. I even bymped one to the top a few times when it slid down the front page and you STILL ignored it whilst supplying your random cut and pastes and false sympathy to other questions.

So, I ask again, WHAT's the point?

Re: Items not being delivered!!

fourandsixpants — Tue, 15 Oct 2013 01:57:48 GMT

forget T*a**er and faceoff!.....right here and right now. Just spoke to Aus Post 2nd time=no luck. Have used USPS site as appears package not in Australia track no. LZ130478622US posted 20 Sep 2013. last tracked in USA on 21Sep2013. .....Bought 2nd lot of items same seller on 30 Sep 2013, posted 30 Sep 2013, left USA 30 Sep 2013 ARRIVED at my doorstep FRIDAY 11th Oct 2013......yet nothing showed, and prob still doesn't to state that it had/has arrived!!

Been 27 days now. I have contacted seller. They are very nice. We have made our own arrangement and I will contact her again at end of this week to take make a further agreed 'step'. I do not like lodging with Pay Pal just for the heck of it. I can wait up to 40 days no probs. I just get cross when it is me that is paying for postage, am PROMISED tracking but I can't track due to incompetence of post service NOT SELLERS FAULT!! It is very frustrating for both buyer and seller.

Re: Items not being delivered!!

reserves! — Tue, 15 Oct 2013 09:34:52 GMT

Everthing has been fine for about 5 years but stemming from last month one item from South Australia and two from the UK haven't made it here (Bendigo, Victoria). We went through a period where we had 3 different postmen in 3 weeks. I have spoken to the last postman, the delivery van guy, and Australia Post. Other things are arriving normally now, the problems (whatever they are) seem to centre on about 3-4 weeks ago. The South Australian is offering a refund straight up and following up Australia Post from his end (there was tracking).

Re: Items not being delivered!!

lahtee — Tue, 15 Oct 2013 14:23:43 GMT

I have had escellent results from Asian sellers over the last few months but recently I have had around a dozen items go missing all around the same time. I have no idea if this is AP or an overseas problem but it is a 40 day delay. I don't mind waiting for parcels - I take this into account. The sellers are very good but this should not happen. Don't know what is fair action here? What do others do?

Re: Items not being delivered!!

fourandsixpants — Wed, 16 Oct 2013 02:03:03 GMT

Well, what I do as a buyer: I firstly attempt to track the 'missing' item using online sites thru Aus Post tracking and/or e.g. the USPS tracking tools on their site. I make phone calls to Aus Post 131318 and speak to a consultant, give them the tracking # for domestic or international item/s, ask if they can see (e.g. an international item) if item has landed in Australia yet.......I might call them again days later for an update. I ALWAYS communicate/message closely with the seller/sender-domestic sellers at about the 10 day mark and overseas sellers at about the 21 days/3 week mark and let them know that I have not given feedback yet as I am still waiting for item/s to arrive. I don't complain-just inform:) If seller comes back on the defensive with a *blurb* which occasionally happens(!) that they have no control over delivery times....I take this on board and message back that I understand and reassure them that I am not in panic mode-yet, but would appreciate any tracking details they may be able to access from their end......I stay in communication with sellers until package arrives. I rarely initiate a PayPal case but have done. At about 35 days I inform seller by message first that I will be opening a PayPal case. I then proceed thru PayPal and do all further comms thru Pay Pal. At the 38-40 day mark I escalate to a PayPal claim-still communicating with seller thru PayPal. Invariably package turns up before the 45 day mark, so I CLOSE the case and all ends well, I am happy and seller is happy, with no hair lost. If the package arrives after the 45 day period AND I have already received a full refund (has happened about 2x in 5 years) I immediately PAY THE SELLER with a sincere thanks message for their understanding.

I mean, what else could I have done?

I respect sellers but we have a 3rd party involved in the delivery of items issue to consider.....and at the end of the day as a buyer I give my money to the seller FOR the delivery but a 3rd party does the actual delivering-which the seller appears to be given the responsibility for!....and has no control or jurisdiction over.....MMmmmmmmnn

Re: Items not being delivered!!

lahtee — Wed, 16 Oct 2013 05:11:30 GMT

Thanks for this reply. I will be more proactive with tracking.

Most overseas sellers are very helpful and I am apprecitive of the service.

PayPal is a last option and sometimes it is worth taking one on the chin due to doubtful post.

Thanks for your reply - very helpful.

Cheers,

Sandra

@paintsew007 wrote:
Well, what I do as a buyer: I firstly attempt to track the 'missing' item using online sites thru Aus Post tracking and/or e.g. the USPS tracking tools on their site. I make phone calls to Aus Post 131318 and speak to a consultant, give them the tracking # for domestic or international item/s, ask if they can see (e.g. an international item) if item has landed in Australia yet.......I might call them again days later for an update. I ALWAYS communicate/message closely with the seller/sender-domestic sellers at about the 10 day mark and overseas sellers at about the 21 days/3 week mark and let them know that I have not given feedback yet as I am still waiting for item/s to arrive. I don't complain-just inform:) If seller comes back on the defensive with a *blurb* which occasionally happens(!) that they have no control over delivery times....I take this on board and message back that I understand and reassure them that I am not in panic mode-yet, but would appreciate any tracking details they may be able to access from their end......I stay in communication with sellers until package arrives. I rarely initiate a PayPal case but have done. At about 35 days I inform seller by message first that I will be opening a PayPal case. I then proceed thru PayPal and do all further comms thru Pay Pal. At the 38-40 day mark I escalate to a PayPal claim-still communicating with seller thru PayPal. Invariably package turns up before the 45 day mark, so I CLOSE the case and all ends well, I am happy and seller is happy, with no hair lost. If the package arrives after the 45 day period AND I have already received a full refund (has happened about 2x in 5 years) I immediately PAY THE SELLER with a sincere thanks message for their understanding.
I mean, what else could I have done?
I respect sellers but we have a 3rd party involved in the delivery of items issue to consider.....and at the end of the day as a buyer I give my money to the seller FOR the delivery but a 3rd party does the actual delivering-which the seller appears to be given the responsibility for!....and has no control or jurisdiction over.....MMmmmmmmnn

Re: Items not being delivered!!

hugh_jeddick — Wed, 16 Oct 2013 06:16:47 GMT

I'd like to add to the previous comment, that after having a bad experience with one seller who promised to send a replacement (which didn't arrive) and then another one (which also didn't arrive) my 45 days were up and I couldn't claim.

If you are experiencing problems and are communicating with the seller (as reccommended), even if they are promising to send a replacement, it is good pracitice to log a dispute just before the 45 days are up. If the replacement arrives after 45 days, then withdraw the dispute.

I think there some sellers who will make promises to send replacements to try and put you off raising a dispute.

Of course it may not be Australia Post's fault that the goods never arrive.

Re: Items not being delivered!!

zanadoo_56 — Wed, 16 Oct 2013 13:49:53 GMT

crikey*mate your reply to Aust Post' is spot on.

Nothing but platitudes pasted into replies but no actual solutions re the missing items or long delivery delays?

Talk to AP on Facebook or Twitter....pfffttt! Is this the best we can expect from our postal service?

How about Aust Post stops wasting time on social media and instead, makes a concerted effort to actually improve their service?

So here's a question to AP (which will be no doubt ignored). How exactly do articles sent in Australia to Australian buyers, correctly addressed and of a size that will fit in a letterbox manage to still go missing? What is AP doing with them? It makes you wonder.

I wonder even more what is going to happen when the peak Christmas delivery period kicks in, if long delays and vanishing mail is already an issue.

Re: Items not being delivered!!

hugh_jeddick — Thu, 17 Oct 2013 01:40:30 GMT

I think you'll have to 'get real' as they say.

If you are truly a representative of Australia Post, then social media (ie Facebook and Twitter) is not the appropriate method through which to lodge a complaint, through you, to Australia Post.

Wake UP! Not everybody want to participate in Following or Tweeting, there are better things to do, like getting a life, and why should I join Facebook or Twitter just to contatct Australia Post?????

Remember there are thousands of people who won't have a bar of social media, but do have email accounts.

So why not give your email address to contact Australia Post??

Re: Items not being delivered!!

hugh_jeddick — Thu, 17 Oct 2013 01:50:26 GMT

Complainants could also try the Australia Post Monitor, which is supposed to keep an eye on AP:

http://www.australiapostmonitor.me/how-to-complain-to-australia-post/

or complain to Australia Post by email:

https://contactus.auspost.com.au/app/ask#email

Re: Items not being delivered!!

australiapoststore — Thu, 17 Oct 2013 02:05:40 GMT

Hi adityachanda

Thanks for getting back to me. I'm glad to hear that you have contacted us and raised an enquiry so we can look into this with your local Delivery Centre.

I appreciate that not everyone has Facebook or Twitter; if you would like to get in contact with us directly regarding any queries or complaints you have, you can also contact us by phone on 13 13 18 or through our website here http://auspo.st/17a4FTh

Without a tracking number unfortunately we are unable to electronically trace the items as they travel through the mail streams. We can run a search of our Dead Letter Office to see if they have been processed through there; we will need very specific information regarding the addressing and physical details of each item however. If you're not comfortable posting that here then please contact us by the above channels and we can definitely assist from there.

Please let me know if I can help out with anything further.

Roxanne

Australia Post eBay Team