Postnl Extra@Home Reviews 1,454

impossible to have serious contact with postnl, only stupid robot. my parcel is not delivered after 1 month, nobody from postnl donot want help in any way !! stupid custom service

Postnl closed my opened case without any notifications. Only God knows where the package is, coz postnl is just running away with no responsibility. I have no wonder why many sellers choose for others delivery providers, and not postnl anymore.

Tracing info gave me that the package is not delivered and didn't recieve any notification about delivery
Then it turns out it was delivered to the collection point but as I didn't collect they sent it to another locker in another area, and they didn't send PIN code
When contacting customer service they just answer what they think is right and end chat, when calling customer service in english they hang the line
Worst experience, if I can choose I'll defintly choose another provider
Things can go wrong, and usually a good customer service will help you and give you a solution
But not with postnl!

I received a missed delivery card while I was at home. I was at home the whole day and when I went downstairs I saw the card, which I find deceitful.

And what makes it worse is that in my house number / post code there are 6 different apartments. They didn’t even bother writing the name of who missed the package, so that if any of the 6 people in the building receives the card, they can’t know if it was their package or somebody else’s.

What postnl is telling us is that 1 minute of their time is not worth 30 minutes of our time. What a shame!

I contacted Post NL today. After waiting for 15 minutes:

PostNl: Hi, How can I help?
Me: Hi. I can no longer see a photo of my upcoming posts in my post-NL app. I have contacted PostNL many times already. Every time they register a ticket the problem never gets solved. Can anyone help me?
PostNl: Have you tried re-installing the app?
Me: No.
PostNl: Please try that.
Me: Ok, will you hold on while I quickly try it?
PostNl: No. Because it will take too long.
Me: How come? You do realize that I had to wait for someone to answer me for 15 minutes? Now you cannot wait for me (meanwhile, I reinstalled the app)
PostNl: We understand your concern, but we have to help other customers too.
Me: Well, I just re-installed the app and it still doesn't work. And you did manage to wait for me! So what now?
PostNl: Sorry, we cannot help you further.
Me: What?!! So who is going to help?
PostNl: I have to register a ticket to another department so they can fix the problem.
10 minutes in silence...
PostNl: Do you still have a question?
Me: What happened now? I do not have feedback or a ticket number to follow up on yet.
System message: Something went wrong, please try to call us on our service line for help.

I want to tell PostNl that your service quality is absolutely unacceptable. You hire cheap staff with no training, no technical background, and no communication skills as your front-line customer service. Who is your CEO? I want to talk directly to your CEO about this. If he is not arrogant like other Dutch business owners, he should contact me right away.

Brievenbus paket with track and trace was lost. The customer service said as it was not with insurance, she was not possible to investigate. Even with track and trace, it didn't mean the parcel was secured. No proof of delivery can be provided. In this case, the postman can just scan at home and throw parcel in the trash bin.
No apologies, no compensation. The conversation was suddenly ended with the reason "Ik zie dat we er niet uitkomen, ik heb je de nodige informatie al gegeven. Ik ben genoodzaak dit gesprek tebeëindigen."
The only solution PostNL customer service advised was to buy insurance for the package next time. I thought PostNL was a shipping company, but it appears that they are proactively selling insurance, so it's a insurance agency. Very irresponsible service, very rude customer service.

The tariffs keep on increasing year after year, and the quality of the service keeps on decreasing. Appalling.

A parcel containing my books (CP101597830TR) was sent from Turkey in my presence with my father, as the sender, and the parcel arrived at the postNL pick-up point 4 weeks after the parcel was sent. I received all three mail envelopes (notifications from NL) seven days after they were sent. These notifications that I received a week later (I check my inbox every day) were informing me that my parcel was at a pick up point (no email, no phone message etc) on the day the parcel returned to the NL collection point. They are now sorting out the return shipment, back to Turkey. The parcel is still in the city I reside in based on the tracking number, yet when I called the customer service (after a long attempt to find their phone number), the agents were rude, and they only told me to contact the sender, and there is no other way. The parcel is clearly in postNL collection point based on their own tracking system and in the city I reside in, but apparently, I can only reach it if it was sent to Turkey and back to the Netherlands. The customer service agents kept transferring me from one to another, and one of them literally hung up on me. I am not entirely sure how to reach out to my parcel.

Seconds time i ordered with PostNL AS the Delivery compa yes. Was supposed to arrive in 2 weeks, its been 3 so far without delivery. If it goes like last time it will be a month late.

One star is still too much. Extremely bad services. The package was given to them 13 days ago and I still don't have it. Stay away!

This is the worst postal service, I have ever dealt with. They ruined the postal service to send business to private companies. They attempted to do the same in USA. They crippled the service. There is no post office. My delivery person doesn't even attempt to deliver. He just drops off at random stores. My package was a very expensive item that required a signature. The scumbag just dropped it off at a grocery store, the guy at the store didn't ask for my id or signature and almost gave me the wrong package. This is a scumbag operation from top to bottom. I don't understand how the public is so passive and ok with such a abusive behavior. It's beyond me. One of the reasons, is to complain about the post office costs 27 euro to file a complaint to proper authority. To complain to post nl itself is useless. They have crippled the public and can do whatever they want like criminals.

It has been more than 3 weeks my order is listed as "Departed from transit country". More than 3 weeks and nothing yet. Absolutely the worse in the world plus you can't get hold of them whatsoever.

Update: I was lucky to finally receive it the next week. Never again. I found out you can get hold of them via Facebook Messenger! So good luck to everyone.

Phone number is nowhere to be found, have to talk to a dumb chat bot who asks you questions and then ends the conversation with 'error'. After looking for a phone number on google I get some incompetent person on the phone who has no idea what he's talking about. Told me I have to deliver the package myself instead of them doing their job.

Parcel from US to UK ended up in the Netherlands with this awful carrier for unknown reason. Stuck in some sorting facility for 2 weeks with no updates. There is no way to contact these people, no customer support and the chatbot is an insulting joke. BEWARE, please let your senders know not to use this. You will not get your parcel

I have bought a product from Netherlands to delivery in Ireland, and I'm waiting that for almost 2 weeks, they simply didn't update the situation of my package for 4 days (it shows "in transit").
To be honest, never have seen something like that before.

Deliveries are always delayed, with a few days, a few weeks or eventually cancelled because they lost the package. Track and trace is useless, they give a time and change that several times after they can’t make it in time.

Package sent with label on it, label has been stuck on another package by PostNL. Finally researched advice is sent by registered mail?? They do not want to offer service and no compensation. In other words, Postnl can do whatever they want with packages

I've avoided PostNL for a while now. Alas, from time to time I don't know a shop will use their service (else I wouldn't even try to order there).

Today I was expecting a delivery from PostNL. I've stayed at home. I've put a big post-it with an arrow next to my bell because sometimes PostNL uses the wrong bell.

I've waited.

Twenty minutes ago, I check the status and I see they "failed to deliver".

Of course there is no notice in my box. If their plan is to drop the parcel to a local outlet they should say it. It wouldn't look as bad and would be less disrespectful of the time of the clients.

Now I can only hope my box it will be at the place listed in the tracking instead of to some random stranger (I've got horror stories to tell with these guys but Halloween is over)

They ""lost"" my package.
After contacting what their idea of customer service is, I can conclude the following:
- They can precisely see which individual signed/scanned the package out of the warehouse and taking it to deliver;
- They can subsequently see that individual did not mark it as 'delivered', nor did they scan it to be delivered the next day, nor did they return it to the warehouse - therefore it can be nowhere other than that individual's possession;
- Because the company I purchased the item from did not pay extra for their "insurance service", they will not be conducting any inquiry. At all.

Insane conclusion(1):
>>Regardless of the already present knowledge of who decided to not deliver my package and where it can now be found - I am told "these things happen, you should ask for a refund."

Incomprehensible conclusion(2):
>>They won't lift a finger to actually deliver (in other words: uphold their end of the contract), unless you paid them extra (insurance service) to literally do what you're already paying them to do in the first place.

Too big to fail truly means you can get away with anything.

PS-conclusion: Given that this policy is known to their employees, and any of them can at any point check if the insurance service has been paid for: If it hasn't; one may opt to deliver it to their own address instead, with the certainty there won't ever be any consequence. Even if the client whose products have been stolen picks up the phone and the employees name pops up immediately --tough. The client should've paid to get what they paid for.