Parcel sent to wrong city
Last month I sent a parcel with a paid tracking ticket, it was picked up by the courier post driver. It was addressed to a # in Bell Street, Otaki, Wellington 5512. It was actually delivered to the same # in Bell Road, Orakei, Auckland on 21 November. (Driver obviously can't read.)
I had put an inquiry in through the nz post website - received an email in return with a case number and "we will contact you within 2 days." To date, they have never contacted me! I have had to ring them twice to find out what's going on. The last update was 2 weeks ago..the file had been handed to an investigator and they would contact me shortly. I've never been contacted. Supposedly, they would get in touch with the delivery driver to get them to go to the address and get the parcel back. I don't know if that's ever happened, because no one has contacted me. Tho I did send an email with what "shortly" meant in the dictionary and requested that perhaps nz post change their wording on their emails, as the word "shortly" does not mean never being contacted. Unbelieveable - such bad service!!
Perhaps if they're getting rid of the posties, they should put more people on their customer services teams, to answer emails or ring their customers!
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Callum Community SuperuserEditedYes, at this time of year NZpost enquiries take quite a long time to get through the system. You have the case number so it's there winding through the system. NZPost like most large entities is kinda like Trade Me. Your problem has to get passed to "Team X", or "Person Y" People don't seem to be authorised to just step up and help unless it's within their exact niche they are assigned to. If "Person Y" is on leave, or just useless, it's painful. You can keep nudging them along the way but otherwise just try to forget about it and know eventually it will work out.
I will say that if your buyer is still waiting it would be best to either refund them now or send a replacement if you haven't already. I've had this happen many times over the years and the rate of recovery from NZPost is very low. Honest people will Return to Sender by themselves, I get more back like that. It's not that often NZPost seem to recover them.
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Hi Frances, I have found that ringing NZ Post is a better option than emailing them. I would ring NZ Post every day (even twice a day!) and pester them, until they finally resolve the problem. By doing that, you eventually manage to get through to someone who is more helpful than the other customer-service staff.. Also, ask to be put through to a senior supervisor and the particular investigator who is dealing with this. As well, write to the address where your parcel was delivered in error, enclosing a pre-paid postal bag, tell them what has happened, and ask them to return the parcel to you. As about a month as gone by (21/11 to 20/12), since your parcel was delivered to the wrong address, NZ Post has had plenty of time to sort this out, so they should have resolved this by now for you, and should have refunded you.
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