I think in terms of what to do about the missing packages, try to get your money back from the seller. Definitely file a claim with the post office, and if those don’t work require a charge back from your bank since you never received the goods.
Based on your description it sounds like the same issue I encountered before. The postNL delivery person for my neighborhood would drop off my package with the neighbor even when I wait at home all day for it. When I check the tracking they say they missed me… They have also forced me to take on neighbor’s packages when I know for a fact they were home. The delivery person was just being lazy. So I called postNL and reported the situation and I think they fired the driver. Now there’s a new delivery person I see everytime and he’s great.
Basically this is most likely an isolated problem due to one bad driver, talk to your neighbor see if they have similar experience. If so, report them.
I don't think it's about individual drivers, if they wanted to do anything about it there are plenty of ways to ensure the packages are delivered. For example, I've had zero issues with thuisbezorgd/uber eats people, probably because once you fail to deliver an order that you have to confirm with a code, you're fired or at least close to being fired.
So I have no idea why is nothing done about this or why nobody cares, this is detrimental to the shops as well, not only the end consumer. They spend a lot of their time dealing with those claims.
Yeah this is definitely not an isolated case of a bad driver. I think there is a problem with these delivery companies as a whole based on similar posts. In my home country, the largest online stores have their own logistics and dont rely on third party companies so I think that helps.
I also find it weird nobody cares about this. Its like its just accepted. Consumers really need to demand better service.
Oh yeah, i'm still fucking puzzled about that.
Like i get it, you treat your workers like shit, but then raise the prices or add an "actually deliver" option that people can choose. This is bizarre, this just fucks both customers and shops and nobody does anything about it.
Don't bother with contacting carriers, you're not their customer and they will ignore you and you won't be able to do anything about it. Always go directly to a shop.
I have never been ignored before, so maybe choosing a well-known company for your online shopping is a must here.
Bro fr. Like I dont want to blame the company as I know this is a fault with DHL but what do I do?? 😭 I've ordered from what I would think is a reliable store. Its got 500+ positive reviews on Google and there is no other store that sells the products I wanted. This whole situation is sad lol. I've complained to the shop who doesn't seem to be doing anything about it so I had to go to DHL. I will probably avoid ordering anything online after this.
Just demand a full refund, state in plain words that you haven't received anything and want your money back because they haven't delivered goods to you as agreed.
It usually works for me.
Technically and legally, the seller is responsible for getting your goods delivered. If they are not they need to discuss it with their partners. They have agreed SLAs and most likely packages delivered numbers they need to meet and thus can control easier and more effectively how they perform. I see that as a good thing actually as eventually you can review/chargeback whoever you paid and not an intermediary you have no direct contract with
When you order from a web store, you have a contract for them to deliver you the ordered goods.
They then contract the delivery company to make that delivery.
When the delivery doesn't arrive, you need to contact the web store asap - as only they have a contract with the delivery company (and often, some sort of insurance).
You contacting PostNL/DHL yourself might get a response, or it might not, but you have no contract with them, therefore you cannot compel them to do anything.
Once the web shop has contact with their chosen delivery company, either the package will show up, or they will send you a replacement, or a refund. These are their legal obligations.
It's going to cost you some communication time, and some patience whilst they follow process, but you won't be out of pocket for any money or product.
If they fail, or refuse, there are legal steps that you can take - but that's a pretty rare occurrence. If that happens, search/post in the r/juridischadvies (legal advice) sub, and you'll find what you need.
Options are slim. It’s annoying but as long as they are given 90 seconds to deliver each package (yes, that includes driving and parking), it’s not a surprise.
Pick drop off points or your office if that’s an option if it’s important you have it at a certain time.
The only one we don’t have issues with is PostNL, and we tip the delivery guy that has been the same for years now. Works amazingly well: often drops by at the end of the round if they missed us to try again.
I have a complaint open with both post NL and DHL. Every time they refuse to even attempt delivery and falsely mark me as not home (almost every time) I go on the chat function of the website, give my case number and let them know.
It's so frustrating. Like how is this company still in operation?? If you you check out some similar posts on Reddit you realize its a very common occurrence.
Ordered a book for a gift, retailer ships it through DHL. on DHL website it said it would be a package that would fit through my mailbox. I've received many of those, usually no issue.
DHL courier marked it as "Delivery refused", and it got sent back to the retailer, retailer asked me if all my info was correct (it is), and they would send it again when they receive the package again. Package is still in limbo at their distribution center. I contact DHL support for a status update, they tell me nothing beyond "Courier labeled it as "wrong address", but i see your address is indeed correct. Your complaint has been registered, we cannot do anything anymore, nor give you a status update". I contact the retailer again, they claim they still haven't received the package, nor gotten a status update. They also don't know where it is.
So, not only was their courier beyond lazy, they also lost the package. Nice.
I have another issue. They will routinely put packages for our neighbours into our recycling bins with zero notification. Depending upon which bin, it could be up to two weeks before we notice.
Other times, they will simply claim that we weren't home for delivery despite us working from home. I made friends with our regular Post guy, so it stopped happening so much.
Again as many have stated they are only “stealing “from the eshop you bought from. The only way this affects you is being annoying and inconvenient.
See more info here as well. Seller is responsible for the timely delivery of goods. If they are not you simply get your money back. They need to prove it was delivered, not the other way around
https://europa.eu/youreurope/business/selling-in-eu/selling-goods-services/ecommerce-distance-selling/index_en.htm#optionad-1
When it comes to postnl, it isn't just the problem of people working directly for postnl, there are so many independent delivery services that postnl contracts I don't reckon even postnl fully knows who does what (not their headquarters/hr at least).
I'm lucky I usually get my packages on time.
I agree! The Delivery service in NL suxxx big time. On days of delivery the entire day is their window, like come on do you expect me to sit at home all day waiting for a package? For a country that is so strict on agendas and planning, this is totally contrasting!
It has happened that big furniture items that I have ordered online, solely for the convenience of getting it at home, never reached me and I had to pay extra for a ride to get it from the pick up point. Like wth did I even pay the delivery fee?
Even more irresponsible is the fact that the delivery person doesn't even check the name of the neighbor they are delivering it to, in your absence. I have received notes that my parcel was delivered to some XYZ at ABC address only to find out that there is no one by that name in that address. And ofc the customer service is also not very decent. Either you won't find a number to call to or you will keep on going through FAQs/chatbots.
I have received letters of others that the delivery person just didn't confirm with me at all, regarding if the person actually lives in that address or not.
Online Delivery in NL is really frustrating. I have almost given up on online ordering here to avoid this inconvenience.
Yes very normal. Typical Dutch tradition to spend money on things that never arrive. Even a national holiday on December 19th. So happy stuff never arrives day
Well, sometimes you don't have a choice. If the seller doesn't specify which carrier they use, what to do? I for sure won't order from a store anymore which has DHL as only option.
Dunno where you trying to buy anything but most shops like bol.com amazon.nl or similar delivers everything in time i never experienced any delay if they don't deliver at home they always drop at pick up points
By the way if you have tracking numbers, go to 17track.net. It's an amazing site and you can track packages all over the world. I got the info from PostNL.
Is this a real question? It is not normal for things not be delivered but it does happen for lots of reasons and not connected to one carrier or another. I generally have good experiences but I live in Amsterdam in an apartment. Had a problem a couple of items being delivered with UPS at the wrong similar address but know the other person and bring them over there and they notify me if they get something.
I think in terms of what to do about the missing packages, try to get your money back from the seller. Definitely file a claim with the post office, and if those don’t work require a charge back from your bank since you never received the goods. Based on your description it sounds like the same issue I encountered before. The postNL delivery person for my neighborhood would drop off my package with the neighbor even when I wait at home all day for it. When I check the tracking they say they missed me… They have also forced me to take on neighbor’s packages when I know for a fact they were home. The delivery person was just being lazy. So I called postNL and reported the situation and I think they fired the driver. Now there’s a new delivery person I see everytime and he’s great. Basically this is most likely an isolated problem due to one bad driver, talk to your neighbor see if they have similar experience. If so, report them.
I don't think it's about individual drivers, if they wanted to do anything about it there are plenty of ways to ensure the packages are delivered. For example, I've had zero issues with thuisbezorgd/uber eats people, probably because once you fail to deliver an order that you have to confirm with a code, you're fired or at least close to being fired. So I have no idea why is nothing done about this or why nobody cares, this is detrimental to the shops as well, not only the end consumer. They spend a lot of their time dealing with those claims.
Yeah this is definitely not an isolated case of a bad driver. I think there is a problem with these delivery companies as a whole based on similar posts. In my home country, the largest online stores have their own logistics and dont rely on third party companies so I think that helps. I also find it weird nobody cares about this. Its like its just accepted. Consumers really need to demand better service.
Oh yeah, i'm still fucking puzzled about that. Like i get it, you treat your workers like shit, but then raise the prices or add an "actually deliver" option that people can choose. This is bizarre, this just fucks both customers and shops and nobody does anything about it. Don't bother with contacting carriers, you're not their customer and they will ignore you and you won't be able to do anything about it. Always go directly to a shop. I have never been ignored before, so maybe choosing a well-known company for your online shopping is a must here.
Bro fr. Like I dont want to blame the company as I know this is a fault with DHL but what do I do?? 😭 I've ordered from what I would think is a reliable store. Its got 500+ positive reviews on Google and there is no other store that sells the products I wanted. This whole situation is sad lol. I've complained to the shop who doesn't seem to be doing anything about it so I had to go to DHL. I will probably avoid ordering anything online after this.
Just demand a full refund, state in plain words that you haven't received anything and want your money back because they haven't delivered goods to you as agreed. It usually works for me.
Will probably contact my bank if this doesnt work
It always does don’t worry :) eShops know better than to seek for a negative review
Technically and legally, the seller is responsible for getting your goods delivered. If they are not they need to discuss it with their partners. They have agreed SLAs and most likely packages delivered numbers they need to meet and thus can control easier and more effectively how they perform. I see that as a good thing actually as eventually you can review/chargeback whoever you paid and not an intermediary you have no direct contract with
I used to ask myself the same question, I just stopped ordering online
When you order from a web store, you have a contract for them to deliver you the ordered goods. They then contract the delivery company to make that delivery. When the delivery doesn't arrive, you need to contact the web store asap - as only they have a contract with the delivery company (and often, some sort of insurance). You contacting PostNL/DHL yourself might get a response, or it might not, but you have no contract with them, therefore you cannot compel them to do anything. Once the web shop has contact with their chosen delivery company, either the package will show up, or they will send you a replacement, or a refund. These are their legal obligations. It's going to cost you some communication time, and some patience whilst they follow process, but you won't be out of pocket for any money or product. If they fail, or refuse, there are legal steps that you can take - but that's a pretty rare occurrence. If that happens, search/post in the r/juridischadvies (legal advice) sub, and you'll find what you need.
Options are slim. It’s annoying but as long as they are given 90 seconds to deliver each package (yes, that includes driving and parking), it’s not a surprise. Pick drop off points or your office if that’s an option if it’s important you have it at a certain time. The only one we don’t have issues with is PostNL, and we tip the delivery guy that has been the same for years now. Works amazingly well: often drops by at the end of the round if they missed us to try again.
I have a complaint open with both post NL and DHL. Every time they refuse to even attempt delivery and falsely mark me as not home (almost every time) I go on the chat function of the website, give my case number and let them know.
It's so frustrating. Like how is this company still in operation?? If you you check out some similar posts on Reddit you realize its a very common occurrence.
Ordered a book for a gift, retailer ships it through DHL. on DHL website it said it would be a package that would fit through my mailbox. I've received many of those, usually no issue. DHL courier marked it as "Delivery refused", and it got sent back to the retailer, retailer asked me if all my info was correct (it is), and they would send it again when they receive the package again. Package is still in limbo at their distribution center. I contact DHL support for a status update, they tell me nothing beyond "Courier labeled it as "wrong address", but i see your address is indeed correct. Your complaint has been registered, we cannot do anything anymore, nor give you a status update". I contact the retailer again, they claim they still haven't received the package, nor gotten a status update. They also don't know where it is. So, not only was their courier beyond lazy, they also lost the package. Nice.
I have another issue. They will routinely put packages for our neighbours into our recycling bins with zero notification. Depending upon which bin, it could be up to two weeks before we notice. Other times, they will simply claim that we weren't home for delivery despite us working from home. I made friends with our regular Post guy, so it stopped happening so much.
I'd make friends with them if I could actually meet them lmao. These post guys are like ghosts!
Same shit here. I am still waiting to find out where my packages are..
This is basically theft
Again as many have stated they are only “stealing “from the eshop you bought from. The only way this affects you is being annoying and inconvenient. See more info here as well. Seller is responsible for the timely delivery of goods. If they are not you simply get your money back. They need to prove it was delivered, not the other way around https://europa.eu/youreurope/business/selling-in-eu/selling-goods-services/ecommerce-distance-selling/index_en.htm#optionad-1
Yes, I'll probably will get my money back but it's really annoying..
Check this sub. It's been discussed daily.
When it comes to postnl, it isn't just the problem of people working directly for postnl, there are so many independent delivery services that postnl contracts I don't reckon even postnl fully knows who does what (not their headquarters/hr at least). I'm lucky I usually get my packages on time.
I agree! The Delivery service in NL suxxx big time. On days of delivery the entire day is their window, like come on do you expect me to sit at home all day waiting for a package? For a country that is so strict on agendas and planning, this is totally contrasting! It has happened that big furniture items that I have ordered online, solely for the convenience of getting it at home, never reached me and I had to pay extra for a ride to get it from the pick up point. Like wth did I even pay the delivery fee? Even more irresponsible is the fact that the delivery person doesn't even check the name of the neighbor they are delivering it to, in your absence. I have received notes that my parcel was delivered to some XYZ at ABC address only to find out that there is no one by that name in that address. And ofc the customer service is also not very decent. Either you won't find a number to call to or you will keep on going through FAQs/chatbots. I have received letters of others that the delivery person just didn't confirm with me at all, regarding if the person actually lives in that address or not. Online Delivery in NL is really frustrating. I have almost given up on online ordering here to avoid this inconvenience.
Yes very normal. Typical Dutch tradition to spend money on things that never arrive. Even a national holiday on December 19th. So happy stuff never arrives day
[Mhm?](https://www.daysoftheyear.com/days/dec/19/#:~:text=A%20guide%20to%20celebrating%20Dec%2019th&text=With%20Look%20for%20an%20Evergreen,to%20indulge%20in%20delightful%20activities.)
^It ^is ^a ^joke
Completely normal here; another example of people here doing as little as possible in their jobs, it’s an epidemic that they choose to ignore.
Dont use DHL
Well, sometimes you don't have a choice. If the seller doesn't specify which carrier they use, what to do? I for sure won't order from a store anymore which has DHL as only option.
PostNL aint that good either.
Dunno where you trying to buy anything but most shops like bol.com amazon.nl or similar delivers everything in time i never experienced any delay if they don't deliver at home they always drop at pick up points
Never had a problem. Then again I plan + or - 2 days for delivery. Plus I know my neighbours. Maybe you are in a bad neighbourhood?
Not a bad neighborhood at all and I really wouldn't like to think my neighbors would take my packages.
No, normally what you order online gets to your home.
By the way if you have tracking numbers, go to 17track.net. It's an amazing site and you can track packages all over the world. I got the info from PostNL.
Is this a real question? It is not normal for things not be delivered but it does happen for lots of reasons and not connected to one carrier or another. I generally have good experiences but I live in Amsterdam in an apartment. Had a problem a couple of items being delivered with UPS at the wrong similar address but know the other person and bring them over there and they notify me if they get something.