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Sendle Reviews Summary
Sendle's reputation is marred by significant customer dissatisfaction, primarily due to unreliable service and poor communication. Many users report frequent delays in pickups and deliveries, lost parcels, and a lack of accountability from customer support, which often relies on generic responses. While some customers appreciate the cost-effectiveness and ease of use of the platform, these benefits are overshadowed by the stress and frustration associated with service failures. Overall, the feedback indicates a pressing need for improved operational reliability and customer service responsiveness to restore trust and satisfaction among users.
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Charged an excessive amount suddenly after the parcel was delivered.
Sendle should have customer service phone line for sender as I had bad experience from delivery driver and customer return the item as they couldn't deliver item plus left us bad reviews which cost us big time and no one is there to take responsibility
Thanks a lot for this feedback. We're still getting ready to provide you with phone support. In the meantime, the best way to reach us is through our live chat facility and email. Send us a message by clicking on the lower-right corner of our Help Centre page (https://support.sendle.com/hc/en-ca), so we can have our Support Champs sort this out for you, as it is also the proper channel for all account and parcel-related concerns. Thanks and hope to see you there!
This is a very worrying situation and I am considering to change delivery partner.
Hi Nastassia, I'm really sorry to hear about the trouble with the non-delivery claim from your receiver. After looking into it, I've found that the parcel was actually delivered on November 1st. I suggest that you kindly ask your receiver to thoroughly search their premises, as our courier usually leaves parcels in a safe spot away from prying eyes. If the parcel still can't be found, please reach out to us through our support channel at http://sendle.com/help. We'll be more than happy to help you launch an investigation. Thank you for bringing this to our attention, and we're excited to assist you further.
For two years I've used Sendle and have been very happy with the service. The price, reliability and ease of booking was good. Recently, with no notice, I went to book a pick up and was advised that the HS Code of my item (a magnesium supplement) was no longer permitted and I therefore couldn't book the courier. There was no explanation offered or assistance to address the situation. This essentially cancelled my business unless I could arrange for a different courier company. This I have now done and therefore no longer am a Sendle client.
Hi Jennifer, thanks for leaving a feedback. We're sorry to hear that the changes on the HS Codes have prompted you to bring your business to another courier. This is a change that our courier partner for international orders, DHL, has applied for international orders. We find that many parcels are being returned to the sender as these fall under DHL's prohibited items unknowingly. By implementing a stricter rule for HS codes, these allows DHL to only process what can be sent internationally.
I hope this helps clarify. Thank you for understanding.
Tracking system is very nice and showing all step to step information on the page.
Hi Swati! We appreciate your positive review. We are glad that you have received your parcel seamlessly and that you find our tracking system useful and nice. Thank you! <3
The delivery address was pretty clear. I found it in no time on Google map. Still my package was returned back to the sender and now I have to pay again to ship it one more time. There is no way on the Sendle site to speak on the phone with an operator to get it resolve.
Every single shipment needs to be rebooked 2-3 times before it's actually successfully picked up for the first 2 "attempts" I get an email says attempt was unsuccessful but I have security cameras and not once ever has someone attempted to pick up on these unsuccessful pick up shipments. It's very frustrating has happened for every single shipment we've scheduled for months
Hi Monica,
Appreciate you reaching out to us regarding your parcels' collection and for sharing this honest feedback with us. This is Paulie from Sendle and I'm here to help.
First off, I'm so sorry to hear that your parcels have been recurringly scanned as futile despite no collection attempts on your end. As you're running a business and you have customers on your end, I understand where you're coming from and I'm keen on sorting this out for you.
To have a better understanding of your case, I've had a deep dive review of your account and, based on your booked orders for the past 3 months, I can confirm that there have been futile scans on your parcels before they are successfully collected.
From what I see, they are initially scanned as futile as there were "no goods to go" as per the driver. To be transparent, I'm still unable to confirm why this has been the case on their end but I'll have this further investigated so we can have this fully addressed and prevent this instance from recurring.
To ensure we've covered all bases and to help with the investigation, would you be able to send through a photo of where your parcels are usually left? Also, would you be able to send us video footage confirming your parcel's non-collection on the time and date they were scanned to be collected by the courier? This will greatly help us in resolving this case, Monica.
Once you've provided this information, I'll have this further escalated with our courier and their respective depot manager in your area. I'll also be seeking help from our Network Managers so we can address this.
Let me know how you go, Monica. I'll remain on top of this until fully sorted out.
Thanks and speak soon!
I've had two parcels broken within one week, one day damaged parcel claim is not reasonable as customers are busy / away and hence not able to report within one day.
Hi Em. Really sorry to hear about this experience and thanks for sharing this with us. Looks like our Cover Team is on the case for you and will assist you directly through email reference #3218124. Kindly refer to the email thread for updates on your case. Thank you for working this through with us.
We booked a parcel 3 times and contacted support repeatedly before the parcel was collected over a week later
Hi Moshe. Really sorry to hear about this experience and thanks for letting us know. Looks like you might be referring to your other parcel which was a domestic order that our partner courier missed collecting on schedule. We had this incident taken up with our courier managers as we're keen to know what caused the delays and to address any issues for the long term as we understand how important that we keep your parcels moving in a timely manner. Thanks for bringing this up and we hope to provide you with a better experience next time.
I lost 2 of my parcel and never received coverage contacted time n again nothing
Hi Sana, we're sorry to hear about this. To help you out, I kindly advise you to get in touch with our Support team via Messaging or email here: sendle.com/help.
Just click on the chat icon on the bottom right part of the page to get started on chat, or fill out the form to get in touch via email. Thanks and we'll see you there.
Been really happy with sendle and how it's connected to shopify makes it's so easy. Plus we've had a few packages not been picked up and online help has been fantastic to sort it out for us! The online chat is the best
Thanks very much for your feedback, Tyla! We're thrilled to hear that our service works for you. If there's anything else we can help with in the future, you know where to find us :) have a great day ahead!
My package finally turned up at my doorstep,
The weird thing is the package had stickers from couriers Please so I don't know what is going on but very happy that it arrived.
Hi Steve! Thanks for sharing this with us. If you can DM us your order details or the email address used for this order, we'll make sure you get the help you need. You can also shoot us a message via our live chat facility or email so that our Support Champs can help look into this for you. Just head to the lower-right section of this page to get started: https://support.sendle.com/hc/en-au.
I arranged these guys to pickup a package from a address, the package is picked up but the next day received a message saying sorry your package didn't get picked up, then the next day I received a message saying that the package wasn't available for pick up.
After complaining and launching a investigation on their website I received a email saying they have no evidence of the package being picked up and they won't do any further. I said I want a refund for the delivery fee they said I am luck that I am not getting charged extra. These guys are a bunch of thieves.
You cannot even speak to anyone because there is no phone number.
Please do not use this company
I have been annoyed with their agents for months now. A lot of our parcels has been going missing, being left outside the gate which are being stolen and they don't do justice on their service. The most ridiculous I ever got was this week's incident so far. Customer's parcel has not been delivered for almost a month already. Now, I asked to conduct investigation to find it. It took them 10 days, they did find it. The worst thing is that they wanted our customer to collect in Dubbo, customer is based in Bakers Swamp. Like, are they serious? Asking a customer for 2 hours just to pickup a package which was supposedly delivered is ridiculous! Second point, you could have chosen a depot nearest to his house instead you chose a 1hr drive.
Point 3, they are saying they cannot deliver to our customer's address. Then why the hell are you accepting orders from your site using that address if you are not able to deliver? FALSE ADVERTISING at its finest!
Not only time wasted, as with money, stress and energy. ALL THE TIME.
Good job Sendle! Your company is unbelievably the worst one we have used in Australia!
Thanks for sharing this feedback with us, Renee and really sorry about this experience. Looks like Gela is already on your case as we try our best to sort this out for you. In order to avoid overlapping information, we will assist you directly through the email thread with reference #3206525. Thanks for your patience in working this through with us.
My fiance and I hired their service to send 5 parcels interstate in Australia. We were moving and decided to use their service. One week later 4 out of 5 parcel were delivered but the last one, the 5th parcel was delivered at all. The tracking system said thay the parcel was running late but it would be delivered in a couple of days. Two days later I got another email saying that the parcel was damaged but they would fixed that and send the parcel. I tried to contact them and there is not phone to call so the only way was via chat where the assistant told that she would open a investigation to see what had happened.
The investigation took 7 business days and in the end of the investigation they just said that the parcel wasn't found. I open a claim to get the payment from their insurance. So I received an email where anorher assistant asked for a Statutory Declaration with all the content and costs of everything, also signed by a qualified witness. The parcel had all my shoes and some personal items what I described exactlyas they asked. The cost of everything was around AU$ 1600. After sending this to them I received another email saying that the case was approved and they would pay me $100 for the parcel. Basically they lost or probably someone have stolen my parcel and they want to pay this amount as it was enough. That is insane! Does anyone can help me with that?!
If you want your parcels to vanish after the driver scans it in, and then never seen again. Then ship with sendle. Poor customer service. Avoid them at all costs. Yes they are cheap but it will cost you way more in the end.
Hi Harry,
Thank you for raising your honest feedback. This is Paulie from Sendle and I'm here to help!
First off, I'm so sorry to hear that you've lost several parcels with us. As it is only in our best interest to deliver all the parcels entrusted to us and provide a seamless delivery experience to our valued customers, this is not the level of service we wish to provide and I'm keen on sorting this out with you.
To ensure we've covered all bases and see where we're currently at on this, would you be able to provide the email address you've used on your Sendle account? In this way, I can have this thoroughly reviewed and see how we can have these cases raised best addressed.
Do let us know how you go, Harry. Keen on resolving this for you.
If there's anything else you'd like to raise, I'm always here.
Thanks and hope to hear from you soon!
Placed order on Oct 02. No one come to collect until Oct 09. They still haven't come to collect.
I don't know when they will come. So crazy.
Ref: ST6JKPJ and ST6JKPJ
Really sorry to hear that your parcels are still not picked up, Lauren - this is certainly not the Sendle experience we had in mind for you. We had this pickup job raised with our Network and courier managers to identify and address any issues in having your parcels picked up on schedule and facilitate their urgent collection.
We'll make sure to keep a close eye on this on the backend until this pickup issue is addressed for the long term and your parcels are collected.
Again, apologies for the trouble caused and thank you for patiently working this through with us, Lauren. Looking forward to getting your parcels moving soon.
Word of advice- use this shipping company at your own risk. It has so far been one of the worst delivery experiences of my life. I had two consecutive packages - the original order and a replacement, because Sendle failed to deliver the first package- go missing within one week, even though I was receiving mails that they "had been delivered". Company never tries to contact you upon delivery if they are unable to find the correct address, and they upload no pictures of the delivery, so you have no way of knowing whether they actually delivered your package or just dumped it on the street.
Surprise, surprise, I opened two internal investigations on Sendle's and heard back from none of them! Scam company, not trustworthy, just get Amazon prime, seriously. I would rate this company a 0, but the site won't allow it.
Hi Maria, appreciate you getting in touch with us regarding your parcels, SPJQGC9 and SSS2FFS. This is Paulie from Sendle and I'm here to help.
I'm truly sorry to hear that you have not received your parcels despite being scanned as delivered. As this instance has occurred twice, I understand where you're coming from and we're keen on having this resolved for you.
I can see that you've already been in touch with my colleague, Cherrie earlier regarding these. Upon my review of your parcels, I can see that the investigation for these is still underway and we are still waiting for updates from our courier.
To ensure we've covered all bases, please give us until October 10 to work on SSS2FFS's investigation. While, for SPJQGC9 as the investigation has just been launched for this today, please give us a maximum of 5 business days for this one or until October 13.
No worries as through the investigation we should be able to have your parcel's deliveries clarified. We'll do our best to have this clarified, Maria. In the meantime, I'd like to seek your extended patience on this. Real-time updates will continue to reflect on your tracking pages:
https://track.sendle.com/tracking?ref=SPJQGC9
https://track.sendle.com/tracking?ref=SSS2FFS
Hope this helps clarify! I'm always here if you have any questions or concerns. Thank you!
Great service! Have had no issues at all. Customer service was very helpful.
Don't use Sendle if you are a Canadian customer because they have double standards and will treat you worse then It's US customers. For example Sendle offers damage coverage for its US customers but not for Canadians. If your product gets damaged during shipping you get zero nada zilch. When my package was damaged they told me to package it better next time!
The truth is Sendle has double standards: better for US clients and worse for Canadians.
I feel deeply offended by Sendle's prejudiced treatment.
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Sendle is building the most efficient and delightful delivery solution on the planet to make shipping simple, reliable and affordable for millions of small businesses in Australia, the U.S. and Canada, and their customers.
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Chi, thanks for leaving a feedback. We've had a look into your account and can confirm that there have been no additional charges for your parcel in transit and after the delivery. Based on your account, the only charge for this was the delivery fee of $42.49. Should you have any additional questions, please reach out to us at sendle.com/help so our Support team can assist you accordingly.
Thank you.