Mijn Klacht:
I was expecting a package from Japan and got a notification to pay import taxes on 10/01. I paid the costs and that was the end of it.
Today I got a notification from the sender that the package was sent back.
Contacted postNL chat, talked to Anne who told me Your parcel was at a collection point from 13-1 to 21-1, you did not collect it. Now it has been returned.
I did not get any notification in the postNL app and since they no longer leave a note in the mailbox I had no way of knowing the package was there.
This is what I have been told:
You should keep an eye on the track and trace page.
I personally receive 5/10 parcels a week, I check all my parcels anyway. Especially if I haven’t received an update for several days.
It is very annoying, however if you had kept an eye on the tracking page via postnl.co.uk you could have seen where your parcel could be collected.
So basically, it is my fault because I am supposed to do a daily check on the status of every package that I receive. Fantastic.
As a result, I now have paid import costs (which I am trying to get back) and have to pay for shipment costs again due to this ridiculous system.
I am all for paperless, but the PostNL system must be improved even if just to send another reminder after a few days that the package is at the collection point.
I also hope customer service improves as the attitude of the person who talked to me was very bad and condescending. The fundamental aspect of being in customer service is to have some empathy and not wind up the person you are talking to. This specific person failed greatly at that.
Gewenste Oplossing:
refund of import duties original shipping costs (total about 25€)
(10)
