Sendle needs to pull its socks up

Sep 20, 10:13 AEST

Hi, my parcel was supposed to be picked up yesterday but it wasn’t. The dashboard says that it would be rescheduled to today (Tuesday) if it wasn’t picked up yesterday. Can you confirm that it will be taken today please?

I would like to feedback to you as well that collection is always delayed by a working day… since there is never a same-day pickup it seems. That would give you ample time to arrange for a courier to pick up the parcel. There shouldn’t be a 2-day delay for picking up! …that is if it gets collected today!

Sep 20, 15:56 AEST

Hi Andre,

I really appreciate your feedback with this collection. I’ve passed it on to our service provider to check what could have caused the delays.

Meanwhile, I can see that your parcel was scheduled for pickup yesterday but had been missed by our service provider. This should have not been the case at all.

Not to worry though, when parcels are missed on the scheduled date, our system automatically notifies us and we immediately rebook a collection for the following business day.

Collections usually happen until 6 PM but in certain areas it could be later than that. Meanwhile, I have already followed this up with our pickup agent.

I hope that this has not yet become urgent? Alternatively, I would understand if you would choose to have this picked up and delivered through an alternative express service. I’d be happy to cancel and refund the delivery fee for you.

Please let me know if you would like to give us another shot or to cancel and refund the order.

All the best,
❯
Dave
Customer Happiness Champion, Sendle
w. Sendle.com — Cheaper, easier, smarter than post

Sep 20, 16:06 AEST

Hi Dave,

The pickup is at a business address and the reception doesn’t stay past 5.30pm. I have just checked reception and it is still there!

It has to be collected today! Please get someone to get it! The box has been ready to collect since last week on Friday when I placed the order!

Are you able to follow up and see when someone can collect it please? My customers are getting furious. I don’t want a refund, I just want a good service from Sendle and not damage my business reputation.

Regards,
Andre

Sep 21, 11:29 AEST

Hi Andre,

Hope you’re having a great day.

I appreciate that getting parcels to their destination quickly is really important. Whilst we try to make this happen as fast as we can, Sendle isn’t a guaranteed express service. We can’t specify an exact pickup time or date yet. We know that this would be helpful, and we’re looking into it.

I understand how worrying this must be, especially since your customer has been waiting for it. Please be assured that we’ve contacted the courier multiple times and escalated the issue, and I will continue pushing for this collection for you.
I agree that it has taken longer than we expected. We have taken up the issues for this pickup with Couriers Please and we’ll record your experience in our system for future pickups in your area. The information we gather about the providers on each delivery helps us to choose a better pickup and delivery provider for every suburb.

Nonetheless, we’ve rebooked this for pickup today and we’ll chase them further to have this collected today.

All the best,
❯
Dave
Customer Happiness Champion, Sendle
w. Sendle.com — Cheaper, easier, smarter than post

Sep 21, 12:00 AEST

Hi Dave,

This is ABSURD! The parcel hasn’t been collected and it has been 2 days now! What is wrong with your service?! Seriously, is this the way you do business by jeopardising other people’s business?! I lay my trust in your business delivering my items and you can’t even get a simple collection right!

This is completely ridiculous.

I have no choice but to go to Australia Post to sort out the problem that Sendle created for me. Cancel the pick up. If I continue to wait, I might as well shut my business down.

I am utterly disappointed in Sendle’s service and response rate. You guys need to be harsher with your delivery companies. It is just not good enough. I am also a new customer with you guys and this is what I get?! I am pretty sure I am not the only one to be really upset with you guys.

Regards,

Andre

Sep 21, 13:52 AEST

Hi Andre,

Thank you for taking the time to provide us with some feedback. We really appreciate it, because good, bad or ugly it is very helpful as we are always trying to make improvements to ensure our customers are happy.

While occasional tough situations like missed pickup cause grief for everyone involved I am glad that we are a multi-carrier service and that quality is our number one measure. With flat-rate pricing we take price off the table and select which ever courier has the highest rating and quality score in our system for the route selected. Over time this selection process gets more optimised. We regularly meet with our partners and show them how they they are performing in terms of quality and customer satisfaction and also raise issues on an individual basis so that they can fix any issues that arise.

As requested, I’ve cancelled and refunded the cost of delivery for you which should reflect in your statement in 5-10 business days.

I’m sorry that we’ve underwhelmed you with this particular experience. We do care so much about supporting small businesses and we are looking forward to being able to provide a better experience on your next order.

All the best,
❯
Dave
Customer Happiness Champion, Sendle
w. Sendle.com — Cheaper, easier, smarter than post

Sep 21, 14:33 AEST

Hi Dave,

Thanks for responding to me with that template answer. I don’t feel like there was anything personal about that response and it was an easy ‘shove aside’.

Refunding is always the easiest solution for you guys, after all the service was not carried out. But you have not addressed the damaged reputation from what has happened. It was all about you, not about me, your customer. Is that the best answer you could give? It’s not the best way of looking after businesses especially small businesses like mine, so your claim about caring so much about small businesses is utter rubbish.

Regards,

Andre