Why would a post office....

[punch*drunk]

....hold onto a parcel for a week when it was obviously delivered there by mistake?

It is correctly addressed with my town and postcode, but they still scanned it in at the wrong post office, wrong town, wrong postcode and then hung onto it for a week before deciding to put it back into the post so it could continue its, rather long, journey to me.

I wish the sender had let me know it had tracking, I could have gone and picked it up last week.

[koalablue12]

Had me wondering there for a minute yodablu - thought I had found a way to get rid of my annoying sibling!!! ebay - who would have thought:^O

[dmh160161]

I had an email this morning from a buyer asking where her item was.  She had paid late afternoon of 10/7/12 and it is now 24/7/12, and she was disgusted in the very very slow service I offered.  I emailed back apologising for delay, and telling her I posted her item on 11/7/12 (quick turnaround), used click and send with tracking which is showing on her purchase, and the website showed it scanned on morning of 12/7/12,  and in transit on 23/7/12, nothing in between, has it been sitting on a shelf in a post office somewhere, waiting to be found and sent on.  She lives in WA and I am in Qld, but this seems a long time to be in transit.  I will no doubt get a neutral or negative from this buyer over something I can't control, by the tone of her email.  I am not sure how long it usually takes to travel this far, and buyer did not ask for express.  I don't usually have delivery problems, most arrive in great time.  think it is fair to be rated on a slow mail service.     

[australiapoststore]

Hi dmh61

Depending on where in QLD you are and where in WA your customer is, this could well be within the usual delivery timeframe as all non-express parcels are transported by road, which can take quite some time between more remote areas of these states.

If you let me know the postcodes it is going between I'd be happy to let you know what the "usual" timeframe would be.

Alice

[rumplebear1951]

punch*drunk I wouldn't hold my breath waiting for a result if you do decide to waste your time and put in a complaint.

On March 6th I ordered some items waited almost three weeks before I contacted the seller...not an ebay seller btw.

My parcel had been returned to sender, even though it was correctly addressed...the seller sent me a scan of the envelope to show this was so.

We both contacted AP and she was advised to resend BUT they could not guarantee that it would get to me..

Well..it was returned to sender again...by this time both the seller and I were ready to tear strips off AP.

I rang the delivery centre and told them that perhaps the sorter was putting it in the wrong post persons bag...my street name is very similar to another street approx 5k away.

We both complained again and were told that we would receive an email within TEN working says with the result of their investigation.

The seller eventually at my suggestion sent the item to my sons address, in the same delivery area, it arrived in 24 hrs.

That was mid April...with followup complaints every two weeks ....to this day I have not received any communication from AP...good thing I didn't hold my breath...I would be long dead now.

The seller lives less than 50k from my address in a major Victorian city.

If you advise me to complain again Alice I will seriously go and bang my head against the wall...might hurt but at least I would get a result...even if it was only a headache.

[australiapoststore]

Wow rumplebear that sounds extremely odd. While our investigation staff are a little behind, they are definitely not that behind!

If you have any of the complaint reference numbers I'll have a look and see what's going on.

Alice

[thecatspjs]

I can vouch that the investigation team are are little out of touch.

Paid for click and send tracking with sig - sent - not received - requested investigation a couple of weeks ago. Letter received today from Aust Post apology - etc etc and the following line

"the service that you have chosen does not require a signature on delivery"

On ringing Aust Post got the same   "sorry but your parcel was sent regular according to the system" - request to speak to team leader -  investigation reopened.

I have just had to send through all the click and send documentation to show Aust Post that signature was paid for and processed using one of  Aust Posts own systems.

Great investigation - that must have been !! the team apparantely have no way of identifying that a parcel is even sent and paid for with one of their own on-line systems.

Further, I had to forward scans of the Click and Send information to them - when I would have expected them to contact the Click and Send team for verification, which would have been a tad more appropriate given the errors to date.

[a_beautiful_room]

Well I rang Australia Post to change my account address and get a balance so that I could make a payment, as we had moved home and I was concerned that the invoice may have been missed in the move.

I was on the phone for 20 minutes to some utter ding a ling, who didn't have a clue and could not handle this so-simple request, so I fired off an email of complaint. I was livid! As if your time isn't precious enough without being stuck on the phone to some clueless employee who couldn't even perform a basic request.

The next day I got a phone call from someone in the complaints office who fixed me up so quickly, politely, courteously, and was extremely efficient. I was still pretty cross and gave it to her both barrels, and I have to admit, she probably didn't care, but she sure made all of the right noises, and I felt heard.

My only beef was that she was fixated on knowing the person's name that I spoke to .. which just makes me so mad. Australia Post and all of these big companies set up these call centres to discourage the personal relationship experience, and make it an out-sourced department, but when push comes to shove they want the name of the person on the telephone. So memo to AP: if you want us to have a relationship with your staff and to get to know their names, then don't open a call centre where everyone is just an annonymous voice on the phone with a script.

But otherwise, a bouquet 🙂

[rumplebear1951]

Thank you for the offer Alice but I am through wasting my time and getting nowhere.

I can tell you what is going on in a nutshell...absolutely nothing.

I have my item now BUT if it ever happens again...that a correctly addressed article is returned to sender I will be by-passing the complaints department and going straight to the ombudsman.

[australiapoststore]

That's terrible beautiful room 😞 For future reference, to avoid waiting on the phone and getting no-where, you can change your address details and check the balance on your Charge Account with your Credit Manager whose direct contact details can be found in the upper right of you monthly invoices.

Alice

[australiapoststore]

I can understand that rumplebear. Hopefully it won't come to that for you.

Alice