Australia Post lost my parcel.. help?

[jaina85]

hai ozbots :(

i ordered mp wheeljack and smokescreen from chimungmung in october, and the tracking says they were delivered.. but nothing ever arrived, i was home all day and there was no knock, no pickup note left, nothing, so i assume it was delivered to the wrong address. we live at number 31 and asked all the neighbours and the people at number 13 in case the deliverer got the number backwards, and also nothing.

melbourne cup tuesday is a public holiday in victoria because hey lets all celebrate gambling, animal cruelty and the filthy rich, and the supposed delivery was on wednesday - the post office said wednesday was super busy because of the public holiday the day before, so if anything happened that would be why, and to fill out an investigation form. their attitude was very 'we dont care'. tony from chimungmung was super helpful and forwarded the pdf of the customs form attached to the parcel to help with the investigation details.

so the response to the investigation finally came in today with a lovely 'i am pleased to see the article you were expecting has been delivered. our tracking shows it was delivered on wednesday the 5th of november'. like.. really? did they take nearly two weeks to plug in the tracking number and find out what i already knew? no mention of the fact we never actually received anything? that is not an investigation!

in all this time no one has come forward to return the thing to the post office or deliver it to us directly (which we've done in the past when a parcel was left here mistakenly, it was fun to play postie).

im at a loss about what to do now :(

[Krayt]

Do you know where your delivery hub is? (Where the mail is sorted and the posties themselves are based) you can try their and get them to check if it was left there instead of the post office.

[Raider]

Unfortunately mate they are unlikely to do anything further. I had a similar issue about a year ago with an order from RK. Although with mine it was never actually delivered. Tracking showed it coming into customs here but then nothing for two months.

In the end they simply said it was lost and that it was a matter for insurance with the supplier. They basically take the view that they are not responsible so too bad...

Did you happen to purchase insurance for the delivery?

[VERT]

This happend to me last week with a box I sent. Fortunately it was found. I would be contacting Aust post again

[UltraMarginal]

yea, I'd get back in touch with Auspost again and go through the whole story making sure to mention any tracking numbers and the job numbers for the investigation and the reply.
sounds like you might have copped someone doing the lazy job hopefully next time you will get someone who puts in a bit more effort.

I had pretty good help from them a month or so ago when I lost something though it never turned up, it was marked as undeliverable and was supposed to be sent back to the TF Club but never arrived there.

[theshape]

You think they left it at your door step and someone stole it?

[jaina85]

okay, i'll try calling them and speaking to a human rather than entrusting another investigation document to the system that's already failed :( buut yeah it's looking pretty grim


Do you know where your delivery hub is? (Where the mail is sorted and the posties themselves are based) you can try their and get them to check if it was left there instead of the post office.

i have no idea? the post office the investigation was filed at is the one i always have to go to when picking up things when they leave a notice but that's probably not the same thing?


Unfortunately mate they are unlikely to do anything further. I had a similar issue about a year ago with an order from RK. Although with mine it was never actually delivered. Tracking showed it coming into customs here but then nothing for two months.

In the end they simply said it was lost and that it was a matter for insurance with the supplier. They basically take the view that they are not responsible so too bad...

Did you happen to purchase insurance for the delivery?

ugh their entire THING is delivering stuff, if they aren't responsible then who is? -_-

i don't think so? im not sure how postage from china works with that, it was the standard postage chimungmung uses.. he valued it at US$50 so even IF there's ever some sort of recompense it won't cover the loss anyway :(


You think they left it at your door step and someone stole it?

i doubt it? i mean it's always possible, but the front door is on this room so i hear pretty much everything, so even if it was left without knocking there's still the footsteps and that magic beep, herald of shinies.. and we're the back unit of a block of three and pretty safe from the street

[griffin]

The post office delivers parcels (that don't need signatures) by just placing them or throwing them at our front door and leaving. They never knock or anything to let us know that there is something at the door... I watch the van stop at the kerb, the guy get out, move quickly towards the door, and often throw the box so that he doesn't have to walk up 5 steps to the door. Then he leaves in the van.
It is so easy to lose parcels these days because they don't even knock to make sure you know before a pedestrian knows, that a parcel has been delivered. How often do you go to the front of the house in a day? Even if you have schoolkids or a 9-5 worker, that's a lot of time in the day when you're not out the front of the house to know if something has been sitting there for several hours. How are most householders to see a parcel sitting there, before a stranger walking by does... especially if you live on a busy street or near a bus stop. And what if it rains with enough breeze to blow on the parcel.
Even if the parcel deliverers are on a tight schedule and don't have time to make sure someone has come to the door, how long does it take to knock before rushing back to the van?

What's the point of tracking (which they force everyone to pay for now), if it can't prove that something was actually received, because any postal worker can say it was delivered without actually delivering it, or to the right address.
Megatran had a similar issue with an item being sent to the wrong house on his street, and the neighbour opened it and destroyed it. But to Australia Post, in their system it was delivered, so they don't see it as being a problem that can be questioned or resolved.


This is why I pay to have a PO Box... and hate it when things like Ebay's Global Shipping Program forces you to use your street address on that item, AND on any other item you pay for at the same time that isn't on the GSP. :mad:
I paid for seven items at once at the last ebay discount sale, but since one was on the GSP, all now have to be sent to my home address, even though six of them will be delivered by Australia Post, who clearly can not be trusted with parcels to home addresses. So for the next two weeks I have to be extra vigilant on listening out for the van, and try not to go out too often or for very long. :mad:

[GoktimusPrime]

Damn dude, that sucks. :( I hope things work out, but gawd... what a nightmare. :(

[spiderken17]

Keep at Auspost. They are rubbish and will do anything to get out of taking responsibility. Point out that it is their job to deliver to you, that is what they are getting paid to do.
You will likely have to make a pest out of yourself, just to get through to them.
Good luck.

[CBratron]

Keep at Auspost. They are rubbish and will do anything to get out of taking responsibility. Point out that it is their job to deliver to you, that is what they are getting paid to do.
You will likely have to make a pest out of yourself, just to get through to them.
Good luck.

The problem is they weren't paid by you thus you are not the customer. They are not obliged to do anything for you

It's messy and incredibly unfair but it works like this: When you purchase goods, an exchange is made. You pay money and the seller is obliged to give you your goods. Following me so far?

Now, when an item is posted, it is a contract between the sender and the postal service (or courier) is made. Sender pays me money, and I deliver to this address. If the item is damaged or lost, any recompense is paid to the sender. The recipient does not factor into this equation except as a destination.

The whole thing is muddied even further when it is international because a second postal service is involved.

So the chain goes Auspost is responsible to HK post, who is then responsible to Chimungmung, who is responsible to you. As the sender Chimungmung has the most power here to enquire about where the parcel has gone but it's a horribly slow process to get Tony to chase it up through HK post. Might as well work at it from both ends. And if worse comes to worst, he still owes you a Wheeljack.

[Megatran]

I recently purchased an overseas book which was delivered to the wrong address. The book was defaced before the neighbour forwarded it on to me. Got absolutely no where with AusPost. Got the same story as described by CBratron. Amazon doesn't want to know about it either. Sorry for the bad news.

[drifand]

FYI they screwed up with my parcel locker so there is no guarantee even for a po box.

95% I had no issues with Japan stores though.

[crankcase76]

Hi Jaina,

As you might know it will be hard to get something done. but as my missus works for aust post, i have asked her to try and help. So here is what she told me.

First off ring customer service on 131318.
Tell them you have lodged a customer complaint form and you are not happy with the outcome as you have not received your parcel, which states it has been delivered. If it was signature on delivery who signed for it. And where was it delivered to. Also ask what time it was delivered. And ask them to find out from the contractor where he delivered it.

If they have no response for your questiions, ask to speak to a supervisor. Ask the questions that you will ask of the first operator. Which are above. Also be firm and demand that something be done or compensated. But don't be rude.

Also ask them who will be paying for your lost parcel, as you have paid for a product which you have not received.

Hopefully that gets them trying to find out where your parcel is, let us know what happens as i might be able to help a little more.

[drifand]

With the holiday season coming I pray we all get our toys .

[nexusnixx]

Australia Post could not find a parcel (mailing box bx4) that I had to send over to Melbourne.

Did call the "help line" and written to them - after 10 working days, they reverted to me via a letter saying they cannot find it and the compensation is $50.

So I call them and question the integrity of the postal system as it is a fairly large box and it is strange that it can go missing. When I made reference to the letter, the person mentioned that they are not honouring the $50 refund.... i was dumbfonded when I heard it... told them it is amazing how they can churn out a letter and not honouring it.... the person then said they will only refund the postage cost... CASE CLOSED

the person kept saying that I should get insurance next time to prevent such things from happening and I replied saying, if Australia Post is not able to deliver a simple parcel and Australia Post is using this "blackmail" of we consumer having to buy insurance, registered mail, etc - it is simply ridiculous...

If given a chance, I really hope they revamp Australia Post and their postage cost is simply rude to talk about...

[5FDP]

Australia Post could not find a parcel (mailing box bx4) that I had to send over to Melbourne.

Did call the "help line" and written to them - after 10 working days, they reverted to me via a letter saying they cannot find it and the compensation is $50.

So I call them and question the integrity of the postal system as it is a fairly large box and it is strange that it can go missing. When I made reference to the letter, the person mentioned that they are not honouring the $50 refund.... i was dumbfonded when I heard it... told them it is amazing how they can churn out a letter and not honouring it.... the person then said they will only refund the postage cost... CASE CLOSED

the person kept saying that I should get insurance next time to prevent such things from happening and I replied saying, if Australia Post is not able to deliver a simple parcel and Australia Post is using this "blackmail" of we consumer having to buy insurance, registered mail, etc - it is simply ridiculous...

If given a chance, I really hope they revamp Australia Post and their postage cost is simply rude to talk about...

:eek: I'm speechless :eek:

[Lint]

Luckily I have had nothing but good experiences with Australia Post. Even the subcontractors who deliver parcels in the last three places I've lived have been friendly and responsible and I've never had anything go missing except for that one time I bought from a dodgy new zealand clothing site who conveniently had an estimated shipping time of 30 days or more to eliminate paypal disputes, got my address details incorrect and refused to refund me even though tracking information showed the goods were returned to china :rolleyes:

Their costs however... sheesh. I've noticed an increasing number of letters delivered but with their postages tamps unstamped which I think is a silent protest on the part of their postal workers who are seeing prices skyrocket but no improvement in the service provided nor their working conditions.

[jaina85]

The problem is they weren't paid by you thus you are not the customer. They are not obliged to do anything for you

It's messy and incredibly unfair but it works like this: When you purchase goods, an exchange is made. You pay money and the seller is obliged to give you your goods. Following me so far?

Now, when an item is posted, it is a contract between the sender and the postal service (or courier) is made. Sender pays me money, and I deliver to this address. If the item is damaged or lost, any recompense is paid to the sender. The recipient does not factor into this equation except as a destination.

The whole thing is muddied even further when it is international because a second postal service is involved.

So the chain goes Auspost is responsible to HK post, who is then responsible to Chimungmung, who is responsible to you. As the sender Chimungmung has the most power here to enquire about where the parcel has gone but it's a horribly slow process to get Tony to chase it up through HK post. Might as well work at it from both ends. And if worse comes to worst, he still owes you a Wheeljack.

after responding to the email and pointing out that yes thankyou for noticing it was delivered it just wasnt delivered HERE, their response was pretty much exactly this - that until the item arrives, it is legally the property of the sender and we have no basis to launch an investigation, that tony has to do it via hong kong post, and that they'll investigate from that instead.

so tony contacted hong kong post which actually wasnt a slow process at all.. they replied this morning to say 'according to the terms of the e-parcel express service to australia, the information as published on the australia postal website will be served as final confirmation of the item status, therefore we cannot pursue further inquiry'.

so i assume the investigation australia post said they'd start via hk post/tony also isn't going to happen, because it says it was delivered. i guess it just doesnt matter WHERE it was delivered :(

tony has been nothing but helpful and it's not his fault that whoever delivered the package messed up / whoever received it is dishonest scum, so i dont know how i feel about pressuring him for a replacement? sigh


I recently purchased an overseas book which was delivered to the wrong address. The book was defaced before the neighbour forwarded it on to me. Got absolutely no where with AusPost. Got the same story as described by CBratron. Amazon doesn't want to know about it either. Sorry for the bad news.

oh my god seriously? the hell is wrong with people :eek:


Hi Jaina,

As you might know it will be hard to get something done. but as my missus works for aust post, i have asked her to try and help. So here is what she told me.

(helpful things)


thankyou! i'll be trying this today but after the 'it's the senders property go away' attitude earlier im afraid thats as far as i'll get again..

[griffin]

so tony contacted hong kong post which actually wasnt a slow process at all.. they replied this morning to say 'according to the terms of the e-parcel express service to australia, the information as published on the australia postal website will be served as final confirmation of the item status, therefore we cannot pursue further inquiry'.

so i assume the investigation australia post said they'd start via hk post/tony also isn't going to happen, because it says it was delivered. i guess it just doesnt matter WHERE it was delivered :(

It sounds like Australia Post have prevented anyone ever being able to force them to track down a missing item, by automatically listing items as delivered, even if it wasn't, or it was negligently sent to the wrong address... because they know that a sender or sending postal service can't dispute a "delivered" entry, and therefore can't force Australia Post to track down a lost item.
They're not accepting any responsibility for the items they carry, by preventing anyone from filing a claim against them, with "delivered" being used whether it was delivered or not to the right address. :mad:

[nexusnixx]

It sounds like Australia Post have prevented anyone ever being able to force them to track down a missing item, by automatically listing items as delivered, even if it wasn't, or it was negligently sent to the wrong address... because they know that a sender or sending postal service can't dispute a "delivered" entry, and therefore can't force Australia Post to track down a lost item.
They're not accepting any responsibility for the items they carry, by preventing anyone from filing a claim against them, with "delivered" being used whether it was delivered or not to the right address. :mad:

it is horrible to know that even the "Signature on Delivery" option is just a gimmick bcos when I ask the operator about this option - it merely states that it has been signed for - it does not say as what Bossbot is indicating - whether has it been delivered correctly or even to the right person/ address.

well at least you have a status of "Delivered". Mine was showing as "Accepted by Australia Post" and that was it... they tried call the shop that I lodged it with and with the orign and destination distrubution centres and when they did not find it - they just say "Cannot be found" case close - refund the customer the postage cost -

[drifand]

This is why I don't pay for those extra bs. What's the point of tracking if you don't do it properly?

Other countries like ems has insurance but in this case is like a "too bad" and that's it.

[Thurmus]

I was listening to an interview by Ross Greenwood on podcast that was with the former head of security for Aus Post.

He was saying when he left 4 years ago, there were 22 staff in the mail security section. He said they needed more but were pretty good at catching staff that were stealing things. They would also follow some posties and parcel delivery guys because some routes had people following them and pinching parcels or mail if it wasn't put properly in the boxes. Although some of them had skeleton keys.

Apparently due to cost cutting, there are currently 4 people in this department.

[Megatran]

Second time I had to file a complaint of undelivered parcel through the AusPost 'My Support' account (thought I would never use it again :rolleyes:). AusPost is fast at responding to the initial complaint but nowhere to be found after that. So waited for 10 business days for them to 'investigate'. Followed up with several entries on the My Support account. Finally got an answer this morning (close to 4 weeks from initial complaint).



Thank you for taking the time to contact us about the investigation you had. My name is (name deleted) from the International Online team. I appreciate the time you have taken to contact us and I am happy to assist with your enquiry today.

We have investigated with the (location deleted) Parcel Delivery Centre. They have confirmed that this parcel was delivered to to your address and left as a safedrop on your front door.

As a signature was not required, unfortunately we are unable to investigate further.

The email was followed up with trying to sell me a postal locker service. :rolleyes:

Bravo AusPost. Bravo!

[drifand]

In Singapore, because their letter boxes are too small for parcels, they cannot leave the parcel inform of an apartment flat and say job done.

Normally they leave a card for you to collect if you are not home.

I feel Austpost is really poor in service yet charging an arm and leg for even within Australia.

[kup]

I feel Austpost is really poor in service yet charging an arm and leg for even within Australia.

I wish that was isolated only to Australia post.