An Post Lost My Parcel, and Their CS are Useless. What Are My Options?

Mr Crispy

The chain of events;

• Ordered an item online.
• It was dispatched by the seller in the US via USPS.
• Arrived in Ireland and I paid the customs due.
• Postman attempted delivery at my house, but there was nobody home so an attempted delivery docket was left.
• Unable to make it to my local collection office, I requested delivery be attempted again via An Post's website.
• After 6 working days, I contacted the redelivery service again requesting an update.
• They replied with a request for photographic evidence of the docket, which I provided.
• They replied saying the item was still being processed but to contact customer service.
• I did so, giving them another week, but again nothing happened.
• I have now had four conversations via webchat with their CS team, with different responses each time. On two occasions their CS agent disconnected because I called them out on their personal incompetence (telling me the item was probably still in the US system).

This has taken place over the course of the last 6 weeks, and naturally I am pretty annoyed. So could someone please tell me what my best course of action would be? Thanks in advance!

What does the tracking say? If it's still in the local delivery office just go and pick it up.

When chatting to customer support be sound and don't call them out on incompetence. You need them to help you

Mr Crispy

https://www.boards.ie/discussion/comment/122131361#Comment_122131361

Tracking just says customs duty has been paid, but that was weeks ago.

And I have been sound. Calling them out on their incompetence doesn't mean I was rude.

Victor

You have no contract with An Post (this doesn't mean they have no responsibility to you), take it up with the sender.

Mr Crispy

https://www.boards.ie/discussion/comment/122131364#Comment_122131364

So the sender will have to take it up with An Post?

greasepalm

As long as Customer support was not on Facebook as a scam page is there , very hard to contact them about lost mail and not answering emails.

I missed a delivery as doorbell was out due to power cut and drove around the area and nabbed him nearby and saved him going back to the sorting office with it.

I would think your packet also went into your local sorting office.

CramCycle

Worth calling down to you local delivery office next time you can.

JVince

Just call to the local delivery office (many open til 7) and try not insulting the person there. Usually that is what can cause the delay.

Would you assist someone who insults you over the phone?

You can be certain fairly derogatory remarks about you are noted on the internal system (yep - all call takers will leave a small comment on the internal tracking) - hence they will not assist you. Technically it is the seller that you contact.

Mr Crispy

https://www.boards.ie/discussion/comment/122136541#Comment_122136541

I didn't insult anyone ffs. 🙄

But thanks for your help.

JVince

https://www.boards.ie/discussion/comment/122136870#Comment_122136870

I'll quote your own post

" On two occasions their CS agent disconnected because I called them out on their personal incompetence"

Mr Crispy

https://www.boards.ie/discussion/comment/122137949#Comment_122137949

I am aware of what I posted. However it's not an insult to point out to someone where they are obviously mistaken.

Polar101

https://www.boards.ie/discussion/comment/122137970#Comment_122137970

But it is a good way to guarantee CS won't help you.

Just go to the local delivery office. If the parcel is not there, tell the sender you didn't receive the item.

Mr Crispy

https://www.boards.ie/discussion/comment/122138133#Comment_122138133

Well they didn't/couldn't/wouldn't help me the first three times I contacted them, when I was nice as pie ¯\_(ツ)_/¯

Anyway I've contacted the seller and am awaiting their reply. I can't make it to the delivery office, hence asking for redelivery in the first place.

Vestiapx

https://www.boards.ie/discussion/comment/122131361#Comment_122131361

Acually when talking to people be sound whether or not you need them but yeah be nice.

Mr Crispy

Edit. Mods can close this.