Postnl Extra@Home Reviews 1,454

PostNL left me a card in my mailbox that a parcel awaits me at a local store since I was not home. The card has no date, no house number, no sender name (it should); just a barcode and tracking number, none exist according to their own website... Ok, I go to the shop: they don't have the parcel, and are not liable; bye bye.

I try to contact PostNL customer service: if you don't have a Facebook or Twitter account, you can send them a letter (ha ha) or engage with a chatbot. After providing all required info, the bot asks me to call a specific number where the employee will automatically recognise my phone and case numbers. After 30 min waiting on the phone, someone answers and asks me what they can do for me... I quote the case number and explain again, but the employee (politely) interrupts me, and tells me with an embarrassed laugh that I was directed to the wrong service as my issue is about letters or parcels (what else?), and they connect me to another person.

Another 20 min later, someone answers and... asks me what they can do for me :) I quote the case number and explains again; also I don't know who sent the parcel as the card was left blank. They are opening a complain, and will inform me of their investigation's result by email.

This reaches my mailbox within 5 days (wow): they don't know what happened, and won't do anything, in particular no refund is possible as the parcel was not insured, but I should rest assured this case is counted in their stats (that, is free). So, it seems they managed to collect some info about this mystery parcel at least, but I'm not to know who the sender is... I'm left with trial and error (or call PostNL again).

I also receive a separate email asking for feedback: they want me to take a survey and, if I don't have time, to rate my overall satisfaction. They indicate this will be shared with the employee who dealt with the case. Hmmm... problem is: 1- the email has no link for taking the survey, and the simpler "satisfaction rating" are not clickable either (not to mention, this was sent from a "noreply" address); 2- the issue is not with the employee who answered the phone (polite and probably doing what they can), but with your service "losing" parcels and not being accountable in any way. This is not my first bad experience with PostNL, and I generally try to stay away from them (when I am the sender).

Do not pay for changing of time or location. It will not be abided. next to this, they leave packages in front of your door. Super safe! Good thing my neighbor paid attention!

What a joke, I find that 2 items from back in November were not delivered but I paid the clearance costs, first how to reach these people? oh facebook? wtaf facebook? what about a web form, what about email, but facebook? then I get different people replying with each reply (zero case ownership) then I get some fool trying to get my bank details and a lot more because "we can't find these in our system"
I found both paid in mine and if these clowns expect me to believe they can't see the same that REALLY pisses me off.
Take my money but don't deliver 2 different items in one week fine, but don't try to insult my intelligence as well.
Edit* I nearly forgot, so my 2 items were tshirts from the UK:
1 tshirt Douanewaarde 7.74
The BTW I should pay 1,63
and the icing on the cake:
Handling cost 4 EURO's (that's their minimum charge) which is kind of rich since I bet their workers hardly earn that for a day in the salt mines!!!
Disgusting!!!

They deliberately STOLE the package I was waiting for and refused to admit it for nearly two months! It was more than €2000 worth of stuff and they're getting away with it with no consequences! Now I've lost a unique piece and the store lost all that money, since they had to refund me because of this unbelievable behavior from PostNL.
Easy for you to talk s**t about Italy and Italian people: our postal services do suck, but at least they don't steal stuff on a daily basis, you liars and thieves!

Packet again not received - contacted PostNL with tracking number, told I could not investigate the seller had to. I cannot believe that POSTNL is so morally bankrupt that they are not interested in a packet which they say they have received but have not delivered, but not willing to do anything about it. Extra Christmas gifts for their employees I guess? It's not the first time this has happened - I recommend that you do not use PostNL as there are much more reliable delivery methods and PostNL are now not fit for purpose. IMHO.

Really slow shipping time, it’s was faster for my package to come from China to Europe, and now it’s staying with postNL for the last 5 days nothing has changed. I brought something from AliExpress and will not do that again, not that it’s AliExpress fault, but found out that ordering from there it will go to Holland first before coming to Denmark first. Be aware guys

My tracking is: LS019461123NL

Absolutely unjustifiable that a delivery service does not even ring your doorbell, and then sends you an e-mail that your delivery failed and you should pick it up from a pick-up location, and tells you next time you should order a product when you know you are going to be home. I was home, yet nobody rang my door-bell, so whose fault is that? It does not matter if the drop-off point is near my house, I chose a home delivery for a reason, and it should be delivered to my home, even if it is dropped off at my neighbour's apartment. There are reasons people cannot go to pick-off points to get large parcels. Great inconvenience due to the incompetence of this delivery service, will avoid ordering things with PostNL next time.
I called customer service and was told "just get it from the pick-up point". Of course, the employee felt bad but could not do anything different since this is the policy of the company.

Worst service I’ve ever encountered when it comes to the receiving of goods. My parcel was supposed to have arrived weeks ago and yet there is no update on when it will be delivered… everytime I track it says that my parcel left the inward office of exchange… it’s been that way for over a week. And there is no way of contacting this terrible company to get a hold of my goods. I’m disgusted. RU931837632NL

PostNL almost a month that i've waited from my order in aliexpress. You didn't update since then. You always give us a thought that we got scammed. How could we trust your poor service. I am very disappointed. Never in postNL again.

PostNL just ignores me whenever I try contacting them, I wasted £100+ on a parcel that won't even arrive

I tried contacting them on their 24/7 Twitter to stop them from returning the parcel for no reason but they kept ignoring my DMs and mentions on Twitter, it was very clear as I saw them continue to reply to other tweets except mine. Customer service is absolutely terrible and will pick and choose

Much better than UPS, DPD and DHL. Always friendly delivery people and always on time

All to often, trying to change a delivery with PostNL is near impossible. VERY frustrating, because in similar circumstances it is almost always possible to change delivery with DHL, UPS, DPD, GLS etcetera ...
Even if you call costumer service and have a very valid reason to ask for delivery change, 9 out of 10 times it's just not possible, whereas at the competition it's maybe 1 ot of 10 times..
Costumer service employees and delivery men and women are fine, it's just an enormous amount of silly rules that costumer service employees can't override if they feel the need to. That's also the difference with the other delivery companies, there costumer service employees often CAN override things to change delivery.

Example?
2 parcels 20+ kg each and large size, scheduled for delivery at a time I am certainly not home. 'Changing delivery is not possible because of size and weight, if you are not home we'll bring it to a nearby PickUp Point..' Smart ... ? Makes much more sense to me to allow changes for such shipment so you are sure the recipient is at home when moving 20+ kg boxes ...

11 parcels coming my way. 1 scheduled for Friday, 10 for Saturday. All 10 from the same company. I received notification 'Shipment received, delivery Friday'. Without checking from which company the parcel comes I change delivery to PickUp Point so I can go shopping Friday and be home Saturday for the other 10. Turns out that it's one of the 10 previously scheduled for Saturday. 2 hours later it turns out all 11 parcels are scheduled for delivery on Friday. I call PostNL to request undoing the delivery change and instead deliver all 11 of them at home on Friday. Impossible, only 1 change to delivery possible :/
(With DHL and UPS, I can change multiple times, also when the shipment is already on it's way, which is impossible at PostNL. I never understand why, because it would make more sense to me for the driver not to stop at my address, get out of the bus, get my parcel out of the bus, ring my bell, no answer, return to bus, replace parcel in bus, get in bus, drive off (I have opted not to have parcels delivered at neighbours.) If I know beforehand I'm not home, why not allow notifying you at least, and preferably also being able to change delivery date or place..)

Shipment set for delivery on Monday by PostNL? I'm never able to change delivery in that case. Shipment always jumps from status 'Expected, not yet received by PostNL' to status 'Out for Delivery', and like I just mentioned, if it's out for delivery, there's no way to change it anymore with PostNL...

A parcel 4kg and way larger than 'Brievenbuspakket' appears in the app as Brievenbuspakket. Knowing the contents, I am 100% sure it won't fit through the mailbox, and app shows weight and dimensions as 4kg and larger than mailbox. Delivery scheduled for a time I'm not home. Changing delivery is not possible because it has been processed as Brievenbuspakket. They will try twice at home and if not deliverable return to sender. Won't go to PickUp Point because 'Brievenbuspakket' :( Uhuh . Kansloos.

And I can go on and on and on ...

In the long line of privatised state-owned 'organisations', this definitely comes at the bottom of the list.
Basically, my parcel was not delivered and they won't communicate on the whereabouts. At least have the decency to send an automated email stating my parcel is unrecoverable.
The only way to ensure they do their job is to get additional insurance (?).

Please people, use DPD, so much cheaper, faster and more professional.

Edit: they apperently outsourced their customer support center to Suriname, probably the wages there are comparable, and they only did this in line with their woke brand propaganda. Right? Hypocrites.

So bad at executing their simple business model.

Never actually come to our front door in our apartment building, and now I am expecting a slightly big and heavy parcel, and they say they tried to deliver it. Of course, it is now being sent to a pickup point. And it was supposed to be there yesterday, but even today, no luck. So I guess I'll try tomorrow, thank god I have a car, as the parcel is 15 kilo.

But why do I order and have things delivered, if its NEVER ACTUALLY DELIVERED?!

Extremely bad & unrespecfull. There are only 2 options: deliver or not deliver. But with post.nl you can expect games that they say they delivered when they didn't or tell you they will come a certain day but actually never had the intention to come that day

I have send a parcel to Italy with very important doc, trusting they will deliver in max 5 days, as they promised. After9 days, no feedback. Reverting me to the partners there Eurodis. No way to contact them by phone and no feedback on their emails.
Avoid Post NL as much as you can! For me, was the last one!

sent the documents to Bucharest by recommended post at postnl point on April 29. It would be delivered between 3 and 6 May, according to postnl. It was delivered in Bucharest, Romania on May 17.According to postnl they sent the shipment to Romania on May 1st 0:41. According to posta Romania, the shipment arrived in Romania on May 12 at 6:50 PM. Postnl says they sent the shipment to Romania by air. That took 12 days. Postnl blames the Romanian side and says that there are delays there and has been reported on the postnl website. I have checked that and the notification is on May 21, 2021 and not before May 17. So what postnl says is not correct at all. Postnl may have sent the shipment to Romania by bicycle and that is why it took 12 days to cover a distance of 2200km. It takes about 150 minutes by plane.I Never send post with PostNL again.

After 16 days , my parcel is still on "it's way" with "estimated delivery"
03/05/2021(!) from Holland to Greece (both EU countries without customs delays between).
PostNL site is not allowed me to contact them except with a post letter to which they will respond within 10 days or by phone (international phone call) !
Is this a customer service ?
Never again with PostNL ...