I recently sent an item via express post on Thursday but it didn't arrive the next day as guaranteed. Before sending the item I was told that in order for it to be received the next day it would need to fall into one of the following post codes... which it did. Unfortunately because of the weekend it wont arrive till Monday (four days after the guaranteed time). When I rang Australia post I was told that I would have to wait till 5:30pm before knowing whether it arrived or not. This is also the time when every one knock off work at least for the delivery drivers. I called back and it hadn't arrived, I was also told that if the tracking information doesn't say it is on board with the driver then it wont be delivered. If I knew this before I could of arranged for a Taxi or another courier to pick it up from Australia post. Since there is no one at the facility (so I'm told) I will have to wait till Monday for it to be delivered. I immediately apologised to my customer and have offered a refund on the postage. I haven't received a response from my customer so what should be my next move in order to prevent negative feedback? Finally did I exhaust all my options in handling this? What can I do to make it up to her?
