Experience is a terrific teacher
I paid for a mail redirection mid last year but regardless of that a package was delivered to my old address.
The person at that address fraudulently signed for my parcel.
When I called AusPost to query why the tracking said the parcel was delivered despite the fact that I had not received it, they checked and confirmed the mail redirection i.e. the service I paid for, had failed.
Through my previous landlord I was able to contact the person at that property and she admitted to having the parcel and asked me to pick it up.
I notified AusPost and was told NOT to retrieve the parcel. I provided the details to AusPost including the persons name, contact phone number and the times she advised she was available (with her permission) to have the parcel picked up.
I was told that they would do a 10 day investigation and retrieve the parcel for me. A couple of weeks went by and I didn't hear anything, so I called in and the consultant took all my details again saying that the details weren't recorded the last time.
Another week went by and no contact was made, so I called again. Again, all my details were taken and nothing resolved. This continued for 2 months!
After 2 months I called again at which time I was told that AusPost was unable to retrieve my parcel and nothing more could be done!
Are you serious????? I provided the details 2 months ago, AusPost told me not to collect the parcel and that they would deliver it to me within 10 days!
AusPost then sent a reply paid envelope to the previous address 'in the hope' that she would return the package herself!
I had paid for registered post and yet AusPost didn't bother to collect my package in the same manner it was delivered. Fortunately the person did the right thing in the end and sent the package, which AusPost then forwarded to me.
When I opened the package the brand new items I had purchased had been untagged and used! I contacted AusPost and was told to complete a green form to claim compensation, again I was told it would take 10 days.
2 months have now passed and still no one can sort this out!
Every time I call AusPost, I'm told there's nothing the operator can do and they need to send the request to the backoffice who will be in touch within 24hours.
2 months later, and AusPost must be frozen in time, because the 24hours never seems to arrive! I called again today and told the operator my story for the hundredth time and again I was told it needs to go to this supposed 'back office'.
I advised her that I will be taking this further and after discussing it with her supervisor, I was again told there's nothing they could do to help and it needed to go to 'back-office'.
This is an absolute disgrace AusPost! Is this how you treat your paying customers?
Failure to provide a paid service, failure to follow through with your promises, failure to address customer concerns, breaches of your own policies.
Appalling, unprofessional conduct - not what I expected from AusPost.
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Honestly - when your dealing with Australia Post - you have to knock off the nice girlie routine, because dealing with Australia Post is like dealing with someone who is trying to rob you at knife point.
You smash them in the face with the wine bottle - the moment you see them pulling the knife out, not after they are about 3 blocks up the street, throwing the contents of your hand bag out as they go, and only keeping the valuable stuff....
How many times did they bullshit her and how many times did she sit there waiting for a result? And for how long has this been going on?
I am a huge believer in taking the issues into resolution mode - the moment they occur.
Not after being bullshitted 10 x in a row.
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