Klacht POSTNL: parcel missing, system failure cause money loss

angry Niet opgelost
# 423016
1 reactie


De klacht

I am missing a parcel CP960861523HK from Hong Kong. According to the tracking information, it has been offered twice to my home; I have spent two whole day at home, I received other parcels but not the one from Hong Kong. Then I received two post notices from last month, their numbers are KG13524068, and KG10883527. I checked the codes with online system, phone service, and asked two post offices (6227CS and 6221BR). All of them find no information from the codes. Staffs from the post offices asked me to wait until a new notice to come.
However, my parcel has been sent back to Hong Kong without any notification. And it now charging me for HKD589 more, which is 69 euro.

De oplossing

I wish to have the money back and help sending the parcel to me again.

1 reactie

  1. Auteur
    Dit is onze laatste reactie
    Dear Sir / Madam,

    Thank you for your message. From your report I conclude that you have a complaint about the delivery of your package. I am sorry to hear that our services have not met your expectations. I would like to respond to your message.

    What an unfortunate situation. I do see the two scans in our system that the deliverer supposedly was at your home, but there was nobody home. Why the parcel didn't go to a pickup location and was sent straight back to the sender is uncertain. Unfortunately I can't reimburse you for the costs of this parcel. I advise you to contact the sender for this. They can file a complaint with their postal company that the parcel was returned incorrectly. With that complaint they should be able to get their money back for the shipping fees, so they can send it again without extra costs.

    I assume that I have informed you sufficiently. If you have any questions or complaints now or in the future, you can contact our Customer Service via www.postnl.nl.

    Kind regards,

    PostNL Customer service

Uiteindelijke oplossing

Uiteindelijke oplossing
I will wait for the Hong Kong post office to reply first. but still I think it is the delivery failure for PostNL that lead to my money loss, and PostNL is pushing the responsibility to the others.
niet opgelost

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