Klacht POSTNL: Undelivered parcel
De klachtDear PostNL,
I ordered a parcel on the 20th of July it was delivered to me, I picked it up on the 24th of July at the post office because I was not home. I paid €19,03 in customs charges for it only to open it up and not find my product inside. I contacted the company and they told me that this was not a mistake on their part because the weight of the parcel was the correct weight with the product in it when it was posted to me. I assume that during the customs clearance the product was taken out and never replaced. I have contacted PostNL many times about this and there have been no solutions. The company I made an order from were kind enough to resend me a new product - which arrived at Schiphol Airport on the 1st of August at around 10am. The notification I have on the USPS tracking site is as follows: Your item departed a transfer airport in AMSTERDAM-SCHIPHOL, AMSTERDAM, NETHERLANDS on August 1, 2017 at 10:02 am. The item is currently in transit to the destination.
Once I called PostNL to update me as to where my parcel currently is as it seems it has been 'in transit to the destination' for over 2 weeks, no one could provide me with an answer due to the fact that there was no Dutch tracking code which begins with BS. I called the customs office at Schiphol to check and they informed me and parcels that enter into the Netherlands always go through PostNL first where they receive a trace code and then passed on to customs. However, not one single person at PostNL can give me any information on it. This is absurd conduct for a national postal service and I would very much like to be fully reimbursed for my customs charges as well as product charges as I never received my product nor did I receive its replacement.