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120 questions from our users
Angeasked
Why DON'T you provide a phone number for your customers? Is it because the phone lines would blow up with complaints?
SO fortunately the phone number I DO have is the ombudsmen!.
6 answers
Email them? They are an online company after all.
I HAVE e-mailed them NUMEROUS times!
Customer Support S.Sendle
Hi there,
I appreciate that having someone over the phone is the quickest way to get answers, however, we find that it is best to provide updates through email at this stage because we are unable to receive immediate resolutions and updates from our service providers.
We understand the increase in demand and we are already looking into having a reliable phone
support for our customers.
Can you please let me know the email address you've used to send us an enquiry so I can look into this?
Damen K.asked
A phone number!!! I have messaged you, filled out your form etc. Why am I doing this when a 30 second call could give me an ETA on my delivery? Are your offices in the Bat Cave that you don't give out a number?
Seriously guys ... Ref: SJVJWN
2 answers
Customer Support S.Sendle
Hi Damen,
I appreciate that having someone over the phone is the quickest way to get answers, however, we find that it is best to provide updates through email at this stage because we are unable to receive immediate resolutions and updates from our service providers.
We understand the increase in demand and we are already looking into having a reliable phone
support for our customers.
I've checked your account and I can see that you have already sent us an email with the same enquiry. One of my colleagues from the Support team will get back to you shortly. It's a better avenue for parcel-related stuff. We don't want to miss anything here.
Thanks for your patience.
Have you gone onto your account and looked st the tracking information for the sender and receiver? It doesn’t give exact times but approximate times /days
Fabiasked
SGFC44 tracking number
I dropped my parcel off this afternoon at the Marvern Lotto Shop (VIC). I was not given any receipt and proof that I left it there despite I requested it 2 times. I was told I will receive immediately an email. I never received any email and there is no record on my dashboard or by tracking my parcel that I dropped it off. It just says I still need to drop the parcel off.
It seems that the parcel is lost and I have no evidence I left it because the Shop refused to give me the evidence.
Please tell me where is my parcel with a value of $200 tracking number SGFC44. I feel I was robbed.
4 answers
Customer Support S.Sendle
Hi Fabi,
Thanks for reaching out. I understand the frustration you have regarding this order.
I've checked your order and I can see that you have already sent us an email with the same enquiry. One of our support team members, Jomar, is currently looking into your case and will be getting back to you as soon as possible.
Thank you for your patience.
Hi there, have you resolved your issue? I'm in a similar situation and receive the same bullsht response from sendle.
This is disgusting Sendle, all the answers by Sendle here sound like automated messages, i see you do not respond to some but other general enquiries you seem to stick your head in so long as it is not too hot!
Diag0n-AUasked
Hi guys,
Just wondering how long would it take for a parcel from Heidelberg West To Melbourne 3000.
Sent with regular parcel post.
Thanks
1 answer
Customer Support S.Sendle
Hi there,
Thanks for reaching out!
Parcels on this route (Heidelberg West to Melbourne) are usually delivered within 2 business days.
If you'd like to learn more about this, please see our article [here](https://support.sendle.com/hc/en-us/articles/206034587-Delivery-estimates)
For further information about our service, do check out our Help Centre on support.sendle.com
pincirodugaasked
I'll try here too to see if I get a successful response:
Thank you for the invoice this morning, however you still have not picked up the parcel and I've already wasted 3 days, going on 4. Please tell your post men to actually walk the front of my house, ring the bell, because I am home and they need to see my ID anyway so there's no point for me to leave the box outside in the rain (because even when I did, they either didn't look or just didn't bother). What do I have to do to have my parcel picked up?
Eleonora
2 answers
Customer Support S.Sendle
Good day Eleonora,
Thank you for your message.
I understand that delays in pick up are extremely frustrating and we're doing everything to sort this out for you. We've also received your follow-up emails and I see that my colleague, Mimi, is managing your enquiry. I have already relayed your messages to her and have informed her to provide you with an update soon.
Thank you for your patience. We hope that we would be able to turn your experience around.
Does your parcel say its been picked up?? I ordered a pram off a website and organised for sendle to pick it up from them and deliver to me.
On friday afternoon i recieved and email saying it was picked up but in actual fact it is still sitting outside on this persons varandah, who knows what type of damage has occured and now i think next time i will go australia pos atleast its reliable
Cjayasked
Hi,
I've recently signed up to use your services for my business and have been having a lot of difficulty getting past the verification stage. I have had multiple activation emails sent and I've clicked on the verification button to log back in but every time I go into my account it says I still need to verify my account.
Can someone please help me sort this out?? We are very keen to try out your services.
Thanks
1 answer
Customer Support S.Sendle
Hi Cjay,
Thank you for sending your question in!
We would like to know how we can help you further with regards to setting up your account. Would you be able to send us an email at [email protected], with some details you've used to register with us, for us to look into this further?
Hoping to hear back from you soon!
Joe A.asked
Hi, Where is my parcel ? that is over 2 months about return by my client.
Local Reference Number
RX127094914DE
1 answer
Customer Support S.Sendle
Hi Joe,
Thanks for your question!
I've looked into your international parcel and can see that this is now being returned to you.
Normally, international returns may take up to 90 days to be completed as we need to collate all these parcels in our facility. These are then being sent back to our Sydney facility as non-priority mail.
If you need further assistance regarding this, please feel free to send us an email at [email protected] and we'd be happy to help.
Hanna T.asked
Please - I know you don't provide phone support but can I please contact a representative asap! I have a $450 item coming from WA to VIC and the seller has advised the item had been picked up on 10 Jun but the tracking shows me otherwise! S8W7JC is the order reference. Please don't tell me to email because I've done this twice. I need this delivered asap
1 answer
Customer Support S.Sendle
Hi Hanna,
Thank you for your inquiry.
I have checked the order and can confirm that it hasn't been collected.
You should also see on the tracking that the parcel pickup has just been rescheduled. https://try.sendle.com/tracking
If you need this parcel urgently, it is best to let the Sender know so they can arrange to send it via an express service if needed.
Maria M.asked
Hi,
My package is being returned. I did not receive an email. The eta was 20th of june. I was on tracking page everyday to check. but now it's getting returned! why?
4 answers
Customer Support S.Sendle
Hi Maria,
Thanks for raising this here!
I appreciate you are eager to know what happened to your international parcel - I've replied to your message and we've also received your emails.
The Support team will be in touch with you shortly. Email is the best channel for questions that involve a parcel, we don't want to get anything missed here.
Thanks again!
Hi,
I did, like 2 hours before I posted my concern here, and until now no responses from your support team! This is international delivery and you are handling this very lightly. Imagine sending that back to Australia??? No re delivery attempts. No emails!! is this a joke?
Customer Support S.Sendle
Hi Maria,
We appreciate the urgency of this delivery and we are doing our best to respond to all our customer as soon as we can. Thank you so much for your patience.
DavidGasked
Hello - I have 3 questions.
1. If I want to have a small parcel delivered from Berwick (Vic) to Meeniyan (Vic) is that within your standard rates?
2. If the delivery needs to arrive between 10.00am and 4.00pm at Meeniyan, can that be arranged?
3. Do I need to drop the parcel off for delivery? If yes, what is the closest drop-off point to Berwick(Vic 3806)?
Thank you
David
1 answer
Customer Support S.Sendle
Hey David,
Thanks for these questions - I'd love to help where I can.
1) Yes! You can check about everything network here: https://support.sendle.com/hc/en-us/articles/205204758-Domestic-Locations-and-Coverage
We've listed the areas that fall under national and remote rates.
2) At the moment, we don't provide specific dates and times for pickup or delivery and can only provide estimated timeframes.
3) Hurray! You have the option to have your parcel picked up from your house or you can drop it off at one of our partnered BP locations. Type in Berwick here https://try.sendle.com/drop-off-locations and the orange-pinned locations are where you can drop your parcel off.
Hope this helps! If you have other questions, please feel free to send us a follow-up message at sendle.com/help
zakiasked
Hello I have package form France to Australia Melbourne Vic and I don no where it was my package it very long time whay the send on the address what happen can you help me please the is my tracking number CC834739804FR ?
1 answer
Customer Support S.Sendle
Hello Zaki,
Our apologies for responding to you just now.
We are unable to search for your order using the reference number you have provided. Would you be able to send us your details and the Sendle Reference number that usually starts with an 'S' at www.sendle.com/help?
Our Support Team will be happy to assist you locate your parcel. Thanks for your help!
Louiseasked
Can you please explain to me why and how it is that everytime on here that you have received a negative 1-star review that there is IMMEDIATELY 2 or 3 reviews posted after it which are incredibly short and full of feature-benefit salesy marketing speak almost straight out of a sales script book, all posted by users registered exactly on the day they are posting the review and have never posted anything, nor liked/commented on any other product or service ever again? Seems an amazing coincidence, but a pattern that repeats itself unbelievably for at least the past 12 months??
8 answers
Sorry Louise but I am unable to answer your question as in I do not know the reason for the bombardment of ads. I merely wanted to give credit where credit is due for my first and only experience with Sendle. I did not choose Sendle, it was a Seller from eBay that used Sendle and I was more than happy with their service and wanted to report this. Search Engines seem to have a 'memory' for what you search out and attach ads of similar information for your perusal - that's my best answer if I were to proffer one.
Pure coincidence in my case Louise. I've never heard of the site until today but whilst there may be some less than honest actors in play, my review was an accurate expression of my experience.
Hahaha oh my, and you have just proven my point with your immediate responses by these two profiles you created? How would these two supposedly personal profiles even be notified about me posting this question to respond to it? Sendle customer care would of course, but not personal accounts of users, are you telling me you are both just sitting there hitting refresh on the sendle page just to see if there’s new reviews like you have nothing better to do as a private individual? Unless of course you are all one and the same, shouldn’t be too hard to verify with IP addresses. And considering your profile Doc is exactly the same as Jennifer M of recent review, all the reviews from Richmond Tweed some with exact carbon copy reviews posted. Please, you are corrupting an honest system that’s supposed to be there as a consumer service. Maybe spend your time on improving your customer service instead of wasting resources on these smoke in mirrors charade and you’ll have kosher satisfied customers and not unhappy ones
Anncriseasked
With Australia Post when a parcel is not delivered they take it to their nearest post office for pick up by the customer. What happens when you try to deliver a package and there is no-one in? Our business will always require a signature on delivery so the customer has to be there.
1 answer
Customer Support S.Sendle
Hi Anncrise,
Thanks for your question.
We cannot deliver to Australia Post owned properties, such as post offices, PO boxes, Parcel Collect, locked bags or parcel lockers. This is because Australia Post won't allow us to without an expensive surcharge.
The good news is that Sendle is connected to over 1400 local drop-off points, such as newsagents, meaning that you can always get a secure delivery, even if the parcel can't be left at the delivery address.
Should you have any other questions, you can reach out to our wonderful Support Team at www.sendle.com/help.
Doris D.asked
Please help to check my package: Parcel Ref SBRXGK, our customer is complaining, no updates for the tracking information?
Please reply to my emails: [emails removed]
2 answers
Customer Support S.Sendle
Hi Doris,
Thanks for reaching us here in Product Review.
I can see that you have also sent your equiry to our Support Team and it will be attended to momentarily.
We appreciate your patience.
Doris here is a tip - Don't Use Sendle! Worst company ever
Brentasked
Why is it that it's so hard for Sendle to collect a parcel from a location?everytime this issue occurs and it's not even a rural area. Whenever a booking is made I spend 2-3 days following it up with your so called customer support to try resolve the issue who are very good in the art of copying and pasting.
3 answers
Customer Support S.Sendle
Hi Brent,
So sorry to hear your parcel was missed - I'd love to help.
Would you mind sending us a message, with the details of your order, so I can investigate?
Thank you, and looking forward to hearing from you soon.
Sendle is the worst company ever do not use them, I ended up cancelling the pickup I just cant stand spending anymore of my time going around in circles.
Customer Support S.Sendle
Hi Brent,
I'm so sorry to hear that you had to cancel your parcel for collection due to missed pickups. I'd love to check why this is the case. Would you be able to reach out to us through www.sendle.com/help or send us a PM?
Thank you for your help!
Saynizasked
I make an order for 25kg 2 parcel to send from sydney to darwin The very first oder day was delayed and it was rescheduled in the next day On that day a lady driver came and told me to pickup the parcel after 2 hrs the other driver came And im confused whether i have given the right parcel to sendle or other team and the most thing i dont like is we cant connect through khone So what should i do now
2 answers
Yeah I don’t have high hopes of any parcel arriving!! Good luck with yours. Their Facebook email is best way to contact them
Customer Support S.Sendle
Hi Sayniz,
Thanks for reaching out about this.
The fastest way to launch an investigation or request for redelivery is through your order's tracking link. Just put
the Sendle's Reference in here: try.sendle.com/tracking, log in for free and you already use the Sendle Toolbox.
You can read more about it here: https://try.sendle.com/toolbox
Hope this helps!
Timothy L.asked
hi,
Order STS62C delivery estimate time was 01 Feb 2022 - 04 Feb 2022 and it is now 13/02/2019 and is still showing in transit. I have launched and investigation but have heard no response just a generic email saying some.
Pretty poor customer service and no communication, i would like this solved please.
1 answer
Customer Support S.Sendle
Hi Timothy,
Thanks for your feedback.
I understand that delays in delivery are extremely frustrating and we're doing everything to sort this out for you. I see that you have already sent us an enquiry via email and someone will get back to you to provide an update soon.
We hope that we would be able to turn your experience around.
Phuong T.asked
hi i booked sendle for 2 parcel pick up todays, one parcel is for pick up from Donvale to Altona Meadows - this parcel was picked up this morning. The second parcel is from Donvale to Tasmania. This second parcel is still sitting on my front porch. Not sure why this second parcel was not picked up at the same time as the first parcel.... any thoughts/ response appreciated.
2 answers
sorted, the second was just picked up this afternoon, I suppose there are different drivers for different delivery routes, local and interstate. cheers
Customer Support S.Sendle
Hi Phuong,
Thank you for your enquiry.
The best channel to reach us is through this link: https://support.sendle.com/hc/en-us/requests/new?ticket_form_id=114093976272.
Kindly provide your details and we'll look into your enquiry as soon as we can.
Hope to talk to you soon!
RebPasked
Hi,
Which courier company does Sendle use to deliver from Melbourne Metro area to Euroa please?
2 answers
Customer Support S.Sendle
Hello there,
Thank you for your question.
Sendle uses a dynamic network of delivery providers based around Australia and will automatically match you with the best door-to-door delivery service based on the quality measures in our system. At this stage, we won't be able to find this out until your order is booked.
For further information about our service, do check out our Help Centre on support.sendle.com
Thanks.
Order number is SQ8GJJ
Kafuliuasked
How long you guys gonna takes from mount druitt 2770 nsw to Sydney cbd ?
Half month or 1 month?
Please check where my parcel SVRWH.
My email [email protected]
2 answers
SVRWHC this one correct..
Customer Support S.Sendle
Hi there,
Thanks for reaching out here. I can see that you have sent us an email and upon investigation, the parcel was delivered on the 4th of January. If this is not the case, kindly reply to our email to you for us to launch another investigation on where the parcel was delivered.
Looking to hear back from you soon!
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