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Topic # 113821 29-Jan-2013 11:38
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Email composed to the shop I purchased lighting supplies from. I have witheld their name because they are not really at fault.

Hi [store name witheld],

Just so you are aware, I reckon you should be sacking Post Haste as your courier of choice because if all your customers are having the same experience as me they must be pretty pissed off.

Post Haste has had the item for 6 days and I am still waiting. Actually I am not really waiting because the function that I bought the lighting gear for was on Saturday so it is now useless to me. In the end I had to go and hire lighting for the function at a cost of just under $100. Add this to the over $200 I paid you and you can see where my frustration is coming from.
According to the track & trace, my lighting gear left Auckland on Wednesday last week yet it appears not to have arrived in Christchurch until Monday, and has now been sitting in the courier's van for nearly 24 hours. Just when it is finally going to turn up is anybody's guess and it is just a joke now. I am seriously wondering whether they sent the item via bike messenger, however I imagine that if that were the case I would already have received the item.

I note that you do not provide refunds in normal circumstances but given the ridiculousness of this situation I am hoping you can make an exception and allow me to return the lighting gear. I then strongly suggest you charge Post Haste for the cost to your business and the goodwill you have lost as a result of their pathetic and substandard service.

If you do kindly allow me to return the lighting gear and claim a refund, rest assured that I will not use Post Haste to send it back to you, otherwise, as in my case, it will be an agonising wait for you. I would never wish to put you through that.

Please advise.

[Edit: This was a 2 day courier service, so it should have arrived on friday last week]

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  Reply # 752520 29-Jan-2013 11:40
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  Reply # 752539 29-Jan-2013 11:59
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I understand where you're coming from. I almost think that most courier companies tend to set their statuses far too quickly. I recently ordered a product from Ascent and 5min later I got an email saying the package was onboard the courier's van. I live 15min out of Wellington (where Ascent are based) and it took 2 more days before I got it.




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  Reply # 752541 29-Jan-2013 11:59
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Post Haste in Christchurch are a joke, I order a lot of stuff from Computer Lounge up in Auckland and up until recently they were using Post Haste to send the gear to me (they now send it via CourierPost who seem to be better locally). For the last 5 orders the following happened (all orders are meant to be signed by the recipient):

04/11/2012 - The courier signed my name and put the item (an SSD) into my post box (I watched him do it from my lounge) - I made a complaint and received a phonecall a couple of weeks later
19/08/2012 - Went smoothly
08/07/2012 - They threw the hard disk onto our front porch (my wife heard them do it) and didn't get a signature - I received an apology email from someone at NZ Couriers
15/05/2012 - Post Haste messed around delivering the item (screenshot here: https://i.imgur.com/WIwGW.png), I had to ring them up to get them to actually deliver it

 

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  Reply # 752547 29-Jan-2013 12:10
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Kingy: I understand where you're coming from. I almost think that most courier companies tend to set their statuses far too quickly. I recently ordered a product from Ascent and 5min later I got an email saying the package was onboard the courier's van. I live 15min out of Wellington (where Ascent are based) and it took 2 more days before I got it.


Ascent ship directly from a number of suppliers (not a central warehouse) to you so it is quite likely something was popped on the courier van in Auckland and took two days to arrive.

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  Reply # 752569 29-Jan-2013 12:18
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If you specified 2 day delivery, or they promised it in any way, then I think you should expect a refund.

Couriers can't be relied on, ordering things at the last minute often causes problems.




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  Reply # 752573 29-Jan-2013 12:19
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We used to work very closely alongside Freightways who own Post Haste, NZ couriers etc. and one of our offices was in the Castle parcel's building in fact. Castle parcels was OK but the culture of Freightways and especially Post Haste was just terrible.





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  Reply # 752578 29-Jan-2013 12:24
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Kingy: I almost think that most courier companies tend to set their statuses far too quickly. I recently ordered a product from Ascent and 5min later I got an email saying the package was onboard the courier's van.

Well if it's true then that's great. My latest experience with Post Haste went straight from "picked up in Auckland" to "out for delivery in Whakatane" with nothing in between. As it took four days to transition from the first status to the second I was wondering whether my package was still sitting in a warehouse in Auckland.

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  Reply # 752584 29-Jan-2013 12:36
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We use NZcouriers and send stuff from Auckland to Chch, is always there within 12hrs with no hassles. (Except once when they claimed they couldnt find the office even though was clearly labelled, addressed and even a phone number.... complained and it went nowhere, they just stopped replying to me)




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  Reply # 752588 29-Jan-2013 12:45
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When I called Post Haste at Friday lunchtime I was assured that although they couldn't tell me exactly where my parcel was, it should still get there that day.
Later in the day when I called again, I was told that it might get there that day, but if not, then definitely Saturday morning and it was too early to consider my parcel 'late'.
On Saturday I called  in to work to see if it had been delivered but a big fat nothing.

What amazes me is that their track and trace system can't actually track and trace. Up until the courier had it in his van on Monday they had no idea where it was. An 'all branch search' turned up nothing other than it had been picked up in Auckland last Wednesday morning.


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  Reply # 752628 29-Jan-2013 13:27
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1080p:
Kingy: I understand where you're coming from. I almost think that most courier companies tend to set their statuses far too quickly. I recently ordered a product from Ascent and 5min later I got an email saying the package was onboard the courier's van. I live 15min out of Wellington (where Ascent are based) and it took 2 more days before I got it.


Ascent ship directly from a number of suppliers (not a central warehouse) to you so it is quite likely something was popped on the courier van in Auckland and took two days to arrive.


That makes a lot of sense. If Ascent provided the track n trace rather than emailing to ask I probably would've known this :)




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