topic Re: Another sendle cautionary tale in Selling

Another sendle cautionary tale

lovefashion92 — Mon, 27 Dec 2021 03:51:14 GMT

Just to add to the discussion about Sendle's poor service. I've used them previously around 10 times without issue, I actually thought the service was quite good and a bit cheaper than AusPost. The other week I sold an item and had it listed for Sendle pick up on the Monday. Monday came and went - no one arrived. Contacted Sendle who advised it'll be picked up automatically the next day - Tuesday came and went, still nothing. Same advice, and yet still a third day with nothing to be picked up. After Wednesday being the third day I contacted eBay who advised the parcel had to have pick up rescheduled - at no point was this communicated to me in any form which was disappointing. So I thought maybe that's where the issue was, apparently you have to go to the 'manage labels' section and go from there to reschedule. So I did that - Thursday at 2pm still nothing. I just decided I had enough, cancelled the label and took it to Australia Post. I used Sendle about 10 times before that without issue but the amount of hassle this caused me has pushed me right back to Australia Post. Never again! Still no explanation as to why no one ever showed up for FOUR days other than a 'sorry, we were really busy'.

Re: Another sendle cautionary tale

lovefashion92 — Mon, 27 Dec 2021 03:53:58 GMT

Oh and I forgot to add - every time I had to contact Sendle it took between 2 and 6 hours to get a response and then was just given the generic "Sorry, someone will come tomorrow" response. No support whatsoever.

Re: Another sendle cautionary tale

jellybirddesigns — Mon, 27 Dec 2021 08:51:02 GMT

From what I understand, Sendle is more like a broker - they send a courier to pick up, but the courier could be from anywhere. Their customer support is awful.

My husbands business has been waiting for a scanner for over 5 weeks. I kid you not when I say that the item has been palmed from one courier "partner" to another until at least 4 different companies have handled this item and now it is lost.........

I've been using Aus Post exclusively for my items and have had very few issues. My buyers are paying for the postage, so I don't find it worthwhile to try and find a cheaper courier. At least with Aus Post I will always get a response from CS and a resolution to any of the very few issues that have cropped up

Re: Another sendle cautionary tale

neuvecottage — Tue, 28 Dec 2021 11:16:07 GMT

Sendle is a business like eBay, they don't give a rats ass. Just profit. I understand that .

Re: Another sendle cautionary tale

lezned-toycollector — Tue, 28 Dec 2021 14:40:35 GMT

I see a lot of negative remarks on the boards about Sendle - usually from the same handful of the anti-Sendle brigade. However, based on my own personal experiences, I find most of them very difficult to believe. For every complaint I see about Sendle, I could point you to six similar complaints about Australia Post.

I've only had one occasion when the courier didn't pick up on the booked date. He was off work sick. To make up for it, the following day he showed up at 05:39am - he usually picks up between 10am and 12 noon - and the parcel was actually delivered at 19:04 that same day. Had nobody shown up on day 2, they'd have had to refund me the delivery fee in accordance with their guarantee. Please tell me just how many times Australia Post Standard Parcels are subject to same day delivery... and the recipient was over 250km away.

Sendle offer customer support via live chat between Monday 9am and Friday 5pm. Quoting that you waited for a reply for 2-6 hours is utter **bleep**, 2-6 minutes woukd be much more realistic.

As an example, at 23:44hrs on Tuesday 28th December (public holiday), it took me just 3 minutes to be connected with a customer support agent, and my 4 questions were all satisfactorily addressed without any hassles, and in almost no time whatsoever. Please tell me how many Australia Post customer service agents you can get in touch with at a quarter to midnight on a public holiday.

Sendle made 3 of my deliveries on Saturday Dec 25th, and a further 2 deliveries on Sunday December 26th. Good luck trying to get that type of service from Australia Post.

At the end of the day, Sendle out-perform Australia Post on at least 4 levels, being;

1. price

2. delivery speed

3. convenience

4. customer support

At the moment, I couldn't be happier with the company.

Re: Another sendle cautionary tale

davewil1964 — Tue, 28 Dec 2021 23:48:53 GMT

So they offer 9-5 service, but you were connected at almost midnight?

Riiiiggghhhhtt

Re: Another sendle cautionary tale

lezned-toycollector — Wed, 29 Dec 2021 00:49:22 GMT

I wondered how long it would take you to pop up, but your failed attempt to belittle me really doesn't surprise me one iota. We all know that's just what you do.

As written in my previous post in plain English, Sendle customer support is available between the hours of 9am Monday and 5pm Friday. Just to clarify for those among us who are experiencing comprehension difficulties, that actually means they are available;

Monday 9:00am - 11:59pm

Tuesday 12:00am - 11:59pm

Wednesday 12:00am - 11.59pm

Thursday 12:00am - 11.59pm

Friday 12:00am - 5:00pm

So, given that I only posted a factual statement of events... "Riiiiggghhhhtt" it is

Re: Another sendle cautionary tale

domino-710 — Wed, 29 Dec 2021 03:25:25 GMT

Well - you must be very special.

Delivery partner operating hours

Our delivery partners typically pickup and deliver parcels Monday to Friday from 8am to 6pm. However, parcels won’t be picked up or delivered during public state holidays.

Re: Another sendle cautionary tale

lezned-toycollector — Wed, 29 Dec 2021 04:14:59 GMT

No, not special at all. I just experience the same level of service afforded to every account holder. Nobody is stopping you from receiving the same - if you so desire.

It is what it is, so just deal with it and move on.

Re: Another sendle cautionary tale

lezned-toycollector — Wed, 29 Dec 2021 04:31:34 GMT

Further to my previous reply, you do comprehend what is meant by the use of the word "typically", right? You do understand they are saying not to expect any parcel deliveries or pick-ups outside of those times, but they still can and do occur? You understand that, right?

I've never had a pick-up on a weekend or public holiday, but deliveries on these days are extremely common - just don't expect it or you might come unstuck.

Not only have a relatively high percentage of my parcels been delivered to my buyers on weekends and public holidays, but I've also received Sendle deliveries myself on a Saturday afternoon (my last 2 parcels in fact), and another at 22:38 on a Friday night.

It's pretty obvious they have those guidelines in place to cover them in the few instances where a third party courier (who doesn't operate outside those times), is tasked with the final leg of the journey.

Re: Another sendle cautionary tale

domino-710 — Wed, 29 Dec 2021 04:53:38 GMT

@domino-710 wrote:
Well - you must be very special.

Delivery partner operating hours
Our delivery partners typically pickup and deliver parcels Monday to Friday from 8am to 6pm. However, parcels won’t be picked up or delivered during public state holidays.

The bit in red - is the ' typically ' bit.

The bit in blue - has no ' typically '.

Re: Another sendle cautionary tale

lezned-toycollector — Wed, 29 Dec 2021 05:13:30 GMT

So what? Are you only posting here to try to get a bite, because you certainly aren't adding anything constructive to the conversation.

As I already said, they have that to cover them in cases when a third party courier (who doesn't operate during those hours) is tasked with completing the final leg of the delivery.

Fastway couriers definitely operates on Saturdays, because I've personally witnessed them deliver to me on a Saturday. It is what it is. If you have such difficulty accepting the truth, perhaps this isn't an appropriate place for you to hang out.

Now, how about you stop trying to find a problem which doesn't exist, deal with the facts as they have been presented, and move on.

It's really not that difficult.

Re: Another sendle cautionary tale

domino-710 — Wed, 29 Dec 2021 05:56:52 GMT

@lezned-toycollector wrote:
So what? Are you only posting here to try to get a bite, because you certainly aren't adding anything constructive to the conversation.

As I already said, they have that to cover them in cases when a third party courier (who doesn't operate during those hours) is tasked with completing the final leg of the delivery.

Fastway couriers definitely operates on Saturdays, because I've personally witnessed them deliver to me on a Saturday. It is what it is. If you have such difficulty accepting the truth, perhaps this isn't an appropriate place for you to hang out.

Now, how about you stop trying to find a problem which doesn't exist, deal with the facts as they have been presented, and move on.

It's really not that difficult.

I'll post when & where I please.

Re: Another sendle cautionary tale

lezned-toycollector — Wed, 29 Dec 2021 06:32:44 GMT

Well, I'm sorry to report that I'm not going to bite, but I too can post random irrelevant statements that contribute nothing to the conversation.

If I want to put pepper on my honey and spaghetti toasted sandwich, then I will.

So there 😜

Re: Another sendle cautionary tale

domino-710 — Wed, 29 Dec 2021 06:37:05 GMT

@lezned-toycollector wrote:
Well, I'm sorry to report that I'm not going to bite, but I too can post random irrelevant statements that contribute nothing to the conversation.

If I want to put pepper on my honey and spaghetti toasted sandwich, then I will.

So there 😜

What is ' irrelevant ' - about posting - information from the actual site you are - supposedly stating Facts.

Re: Another sendle cautionary tale

domino-710 — Wed, 29 Dec 2021 06:47:15 GMT

Just an aside - I had two packages - finally delivered by Sendle - 2 days - delivery - hello - no way.

Sendle has a consumer rating of 1.36 stars from 247 reviews indicating that most customers are generally dissatisfied with their purchases.

At least they arrived.

Re: Another sendle cautionary tale

davewil1964 — Wed, 29 Dec 2021 08:21:19 GMT

Fair enough.

I've never had a requirement to ring Sendle, as I won't use them. Nor have I had many requirements to ring AP. Certainly not with four CURRENT issues.

It amuses me that every time somebody comes on here with a genuine problem, you have a recent experience that contradicts the norm.

There's a name for that, and it's not coincidence.

Re: Another sendle cautionary tale

digital*ghost — Wed, 29 Dec 2021 11:13:56 GMT

This is really common - one person having majority positive experiences with using Sendle, while others...definitely do not.

Near as I can tell, the primary reason for this is due to the simple fact that Sendle broker to out Fastway and Courier's Please, which means consistency of the collection / delivery service part very much relies on who deals with the parcels in a given area (that is, while one franchised outlet of Fastway may provide stellar service consistently, another one will not). In some ways, the same applies to Aus Post - I get fantastic service at my local PO, I know them well, they understand my needs and go out of their way to help me save money, while I have spoken to other sellers who have experienced being treated like absolute garbage at their local, and even lied to about which services they have to use (making them pay extra for parcels), seems to be more likely to occur at LPOs, where their profits are determined by things like that, but it happens at official outlets, as well.

It is constant no matter where you look - I'm in multiple seller groups on Facebook, and every single time someone says something like "I'm thinking about using Sendle, what's everyone else's experience with them?" guaranteed the replies will be a mix of "fantastic, can't recommend them enough" and "awful, worst service ever" with a smattering of "they're ok, had a couple of problems but most packages were delivered fine".

This could be applied to any delivery service, in point of fact - same thing happens when someone mentions TNT, Toll, DHL etc - I like DHL as I've never had a bad delivery experience with them, but even a cursory glance online will reveal others have had horrendous experiences, which I don't doubt just because I've never experienced the same. My own experiences with Sendle have been exclusively as a recipient and I had no issues, but I've friends that had terrible experiences (also as recipients, and with customer service who were of no assistance at all).

People can make whatever decision they like about which services they use, and if any one of them provide the best service they've ever had - great, but that initial decision is best made as a fully informed one, and no single delivery service, or their respective customer service, is without some well-deserved criticism.

Re: Another sendle cautionary tale

lovefashion92 — Mon, 03 Jan 2022 07:23:20 GMT

Wow I didn't realise posting my genuine experience would result in such juvenile discussion by some people. Like I said, I was previously happy to use them and had used them numerous times without issue. However, missing the delivery date and then promising on 3 occasions that it will be picked up the next day, only to have no one pick it up over a 4 day period is unacceptable. Without any explanation and just being continuously told the same thing over and over again. Also without having the option to drop it off to a parcel drop off service either is pretty **bleep**. And again - I waited hours on chat for a response since there was no available phone number. Happy to send you chat screenshots where they apologise for the large delay in responding to me only to give me the same spiel that it will be 'picked up the next day' since that's so hard for you to believe. Australia Post has it's flaws, but at least when there has been issues, their support has always solved my issue and not screwed me around for days on end. Sendle's support was non-existent. Mistakes and screw ups can happen - totally understand that, it's how the issues are remedied that matters and unfortunately there was no remedy or customer support whatsoever.

Re: Another sendle cautionary tale

lovefashion92 — Mon, 03 Jan 2022 07:26:03 GMT

Good for you that you're happy - so was I, until there was an issue and I received no support. . I'm not part of any anti sendle brigade and I've never made a post on the community boards in my life until now because I was so shocked at how awful the customer support was that I thought I'd offer others my experience as a caution . I've been selling on ebay for years and I'm happy to provide you copies of the chat where sendle hadn't responded for hours if you'd like some proof since it's so unbelievable to you. Do you really think I come on here just to make up lies about a company? Very juvenile response.