SendleReviews 515

First of all Sendle when you get it right, wow its a great service but when you get wrong, boy do you have a lot of improvement still do to. I'm only going to mention 1 issue today as I won't have space.

Current and still pending issue: The courier company lost my parcel and due to this the customer has left a bad review and requested a refund. As the contents were under $300 I submitted a claim and provided the invoice. The shipping and taxes cannot be refunded which is totally understandable however, they tried not to include my gift wrapping service which gives the customer AAA batteries with their order. The consultant didn't even mention it, she just hoped I wouldn't notice. Well I did, and I asked her to review the claim and again she declined saying it wasn't on the declaration. Where in your terms and conditions does it state this?
I send a minimum of 7 parcels a week, yet Sendle you are arguing over $5. Have you ever heard of making a commercial decision. Let me break it down for you, over 1 year I will spend around $3,800, what would you prefer a loss of $5 (that is a legit claim) or lose $3,800,. Not to mention my business is new and growing, we except to double our sales in the next few months, so you could be losing $7,600.

You are about to lose another customer!

I'm all for industry disrupters & trying something new. So I thought I'd try Sendle with a personal package before shifting my business across. Well this potential new customer has definitely been lost. My package was due to be picked up on 17/9 between 8am-4pm. At 4:40pm no sign of courier so check my Sendle dashboard says pick rescheduled for 18/9. Oh well these thing happen I thought, & proceeded to go to an appointment leaving my house at 5:15pm. As new customer next morning thought I'd better check dashboard to see if there is anything I need to do with new pick up date - then see new status 'Futile Pickup sender not home' WHAT! Emailed sendle advised me they had rescheduled pick up for 19/9. Anyway with a number of emails back & forth I was disappointed to find out that Sendle do not honour their PICK-UP GUARANTEE. Apparently the courier had tried to pick up package ( but this was outside of Sendles service times 8am-4pm) but because they had tried to collect guarantee doesn't seem to apply. All very convenient if you ask me. Why is the customer being penalised for the courier not operating within Sendles designated pick-up times. If your couriers can't work within the outlined Sendle service delivery standards that is not the fault of the customer. Sendle I am super disappointed. Your customers service & resolution process is abysmal - avoidance of answering direct questions, no explanation as to why a pickup scheduled for 17/9 is now going to be pick-up 19/9 two days later. If you value your businesses people I'd suggest you don't risk using Sendle.

Awful, awful!
Who delivers a parcel at 4am? Then say it was unable to be delivered because of an "insufficient address?" Really? Twice that has happened! And twice I have had to redirect it, and I'm still waiting!
It would also be great to actually speak to someone! Instead of writing out an enquiry form and then getting a generic reply only really telling you that they don't know what's going on! How frustrating! Sorry for the businesses that use Sendle, but any that do won't be getting my business.

My delivery is almost 3 weeks late now and the parcel has gone through several repeat cycles of failing to be delivered. In Transit > Unable to Deliver > Sent to Depot > Redelivery requested. And now on the 2nd cycle of this nonsense its now going back to the sender who will hopefully use a REAL delivery company!

I have never experienced this level of incompetence from a delivery company before, even Australia Post does a better job! How do you FAIL so hard that Aus Post is better then you!? Its quite obvious that the delivery driver didn't even attempt to make the delivery due to laziness and distance.

For anyone running a business I can guarantee using Sendle is a guaranteed way to loose customers and give yourself an aneurysm, avoid it like the plague.

Missed a delivery on Friday sent them an email requesting redelivery for Monday. No one replies to the email so rang on Monday requested a redelivery for Tuesday waited no sign of the parcel the driver never contacted me then rang this morning 1/08/2019 asking what's going on with the parcel oh the depo is a awaiting instructions from you or the sender I said what kind of instruction it was suppose to get delivered yesterday oh I'll send an email to the depo that the parcel be delivered today we can't ring you you ring us back this is what this guy said to me if you want an update. So rang back then found out the call needed to be escalated so the girl escalated requested that some one will contact you but guess what no one called me so I rang them again waisted all my day then the girl tells me that some one will ring me tomorrow not resolving any thing just they will give you a ring... simply pathetic attitude since Monday this cycle is going still no sign of the parcel. Waisted all my time No one has a clue as to what they need to do been given a reference no after a reference no, a supervisor who doesn't want to speak to me and escalation team who doesn't ring you or your call can be transferred to. Drivers despite been given the number doesn't bother to let you know will they be delivering the package or not
Request after request still no result.
Waisted 3 days I am the one chasing them no one bothering to even contact me.
No customer service, have got bunch of young people answering the phones who have no clue as to what they are supposed to be doing highly disappointing attitude as if saying to you don't give a $#*! you are frustrated so what we'll do what we want to do.

I'm a stay at home mum on a budget. I'm disgusted at the continual price increases at AusPost. I occasionally sell old stuff on Gumtree but got diddled with the postage estimates often enough to put me off it. I've tested Sendle three times and LOVE it. No more guessing.
To Sendle: Thank you for making it easier and cheaper to get stuff sent!
TIP. If it's URGENT... don't use because that's not their focus or pricepoint. If you are not in a hurry, it's absolutely a godsend! Whoever started this concept is brilliant. I tell my friends it's like snail mail with benefits.

Package paid for and booked for collection Monday. Not collected.
Its now thursday, still not collected. Needed to be delivery tuesday to lawyers.
Advice from agent was they would not call me - stating email more effective. Informed agent had tried to collect thursday but I was home ALL day no-one tried to collet.
Then told me to cancel and book again.
This has caused me all sorts of problems. Actually it is the second time theI have used them and same experience. Worst of all I had recommended them to other companies and in some instances requested my suppliers use them I am so embarrassed.
Please do not use them!

My parcel was coming from Victoria. Time I checked the tracking status it would show that pickup from the depot ihad changed to a later date!

Then they notified me to say they couldn't find it! Following this they emailed me saying the courier did come but nobody was home and left a card! The courier NEVER came and of course no card.He had left my delivery up the road at a newsagency for me to pickup.

When I did get it home and unpack it. It was all broken! I informed the seller and she graciously refunded me. I emailed Sendle. No reply... then they send me an email to rate their service?

As my title says. I wouldn't give them even one star!

I was receiving a parcel via Sendle to my residential address. On the day it was supposed to arrive, I was at home working in my front yard. I received an e-mail saying the parcel had been delivered to reception and included an image of an indecipherable signature. Immediately knowing that the parcel was delivered to the wrong address, I contacted Sendle via their help facility asking them to contact the driver, to which they did response reasonably quickly with a refusal to have the driver contacted. Despite multiple urgings during that day, Sendle steadfastly refused to commence any action until the end of the day.

A week later I received advice that they had looked into the matter and that the driver had said he had placed the package at my front door, that the notation of Reception was an error and that I should have another look around the house.

Furious at being accused of lying, I asked how the driver's version could be believed when the item had been signed for, yet he now says it was left on the doorstep where there would not have been a signature. Sendle refused to answer this question but rather gave a long response about how good their tracking process were, how the driver had been interviewed and was certain that the item had been left on my doorstep.

As I said to Sendle, their tracking technology does not seem to serve any purpose in avoiding or resolving issues but rather a system to document their failures. In my experience, Sendle have proved to be the most dishonest and incompetent organisation that I have ever dealt with. As my experience does not seem to differ greatly to many on this forum, it would appear that no matter what happens, no matter what evidence to the contrary is clearly available, the modus operandai of Sendle is to deny liablity and claim that the item was delivered in the hope you will give up chasing them

Current tracking for a parcel of mine. I *might* see it next week.

A missed pickup - then sent to the wrong depot. No idea where it is now. The 3 Stooges could do a better job.

Tracking history

03 May
06:08am
In Transit

03 May
06:07am
In Transit
Your parcel was accidentally transferred to the wrong depot. It has been successfully redirected to the correct depot

30 Apr
01:48pm
Pickup
Your parcel has been picked up by one of our couriers.

30 Apr
08:22am
Pickup update
We have noticed that this parcel was not picked up on the scheduled date, and have escalated this with our pickup provider to get the parcel collected.

26 Apr
10:46am
Ready to Sendle
Parcel order created.

Booked on Sunday. Still here awaiting pick up Thursday. Such a let down.
No response from company. No notifications. No information. No support. Avoid as they are dodgy and don't help. Extremely dissatisfied.
I booked at the request of my wife who had had a bad experience but said to try them. I should have not bothered. They don't tell you important information and then never follow up when there has been an issue leaving it up to me to do that. I have had to take a day off work to facilitate the collection of my parcel. What a joke! I may as well have just chosen Aus post. My buyer is now annoyed. What a waste of time and effort. I am home now waiting for this person to collect my parcel... it feels like 1973.
The company says they know they need to improve their service and that they don't do things that would be expected like send notifications so that is a key thing you need to be aware of. I also got another email from them this morning that after finally tracking them down yesterday STILL doesn't say any of the key info that they told me for the first time yesterday- this company is operating without giving out all the correct information so please do your own research and make your own mind up but this was a very bad experience. Weirdly they've also looked me up on LinkedIn which is creepy. No number to call is also crap. I want my parcel delivered. LAME!

Firstly they damaged the package in transit- I guess they were just throwing it from a decent height for the damage to have occurred. Then they did not even bother to contact me to notify me about the damage and what I wanted to do about it. Then they said they were not going to deliver it due to the damage even though I pled with them to still deliver it as I knew that most of the contents would still be ok. They declined and threw the package in the bin. I am disgusted with their "service"