Anyone else experience problems with getting and delivering packages with TNT New Zealand?

I have had the worst possible experience with them when dealing with a replacement from Apple.

Here is what has happened so far:

I recently had a couple of packages delivered from Apple with TNT to my apartment. What should have been a simple delivery turned into quite a frustrating experience with a lot of wasted waiting time and time on the phone with TNT New Zealand customer support.

This is what happened:

21st of october: The package is sent from Sydney

22nd of october: According to TNT New Zealand tracking system the package was out for delivery, customer not home. I did not hear anything about the delivery and I was home the whole day. There was no calling card left and I was not contacted in any way.

24th of october: I decide to find out what is going on with my shipment and track it on TNT. I find that it was attempted delivery on the 22nd (this is the first I hear about that attempt and I was never contacted by TNT about the package). I get in contact with customer support, and I am promised delivery on the 25th of october. I leave my phone number that TNT claims was not delivered by Apple.

25th of october: I wait the whole day for the package but it does not show up. Upon contacting your customer support I am told that there will be no deliveries because its a Hawkes bay holliday. TNT Customer support promises to deliver on the 29th of october since the 28th is labour day. I am promised delivery between 8.30 and 12.30.

29th of october: 

12.30 comes around without any package having been delivered.  I get in contact with customer support and I am told that it was attempted delivered. I am also told the driver tried to call me. But I had not gotten any call from the driver and had been home the whole time, since I had been promised delivery.  I am then promised to be called back with a status of what is going on. I am never called back and have to follow up several times with TNT New Zealand customer support. Each time having to explain the matter and update the customer support representative.

2.58 pm Driver calls my phone and schedules delivery.

3 pm At a little after 3pm the driver shows up. The driver complains that the front office of the building is not manned (they can accept packages on behalf of residence here) and say something to the effect of "it would take too much time to call for every single delivery" when I ask why he couldn't have just called me. What should have been a simple delivery turned into a very frustrating time waster for me. I react strongly to being promised delivery that never happens and call backs that never happen. And it feels like I have to continuously follow up the delivery to have it ever happen. Every time I have been in contact with TNT customer support they have not had the history of the case available and I have been given several promises that have been broken.

31st of october:

I am sending back the broken product to Apple with TNT, so I have to schedule the return of the broken product.

2 pm

I get in contact with TNT customer support. They have my details on file and the customer representative even reads up my phone number. They say they will be at the apartment before the end of the day to pick the package up.

4.45 pm I call customer support at TNT New Zealand to find out what is going on with my pick up. They then tell me there will be no pickup today because they do not have my phone number on file.


I am amazed that it is possible to mess something like this up so royally. Customer service at TNT don't seem to be able to follow cases they are working on, and their driver seem to have  problem with picking up a phone to let me know they are at the apartment with a delivery.

This whole experience have made me want to cancel my order on the iPhone 5S that is scheduled to be delivered by TNT and to avoid anything that has to do with TNT in the future.