– I am completely disappointed. I have used PostNord before and have had problems in the past. Now I’m going to boycott shops that use PostNord as a carrier, says Anita Johnsen from Rogaland to Nettavisen.
Before the New Year, she ordered an item with delivery from a Norwegian online store. After two weeks of waiting, she received the following message from PostNord:
“We could not deliver your shipment to the parcel machine. It can be picked up at Meny Indre Havn AS.»
The Meny store that PostNord refers to is located in Sandefjord, a five-hour drive from the address that Johnsen had given in Rogaland.
In other words, it would be a whole day trip if she were to drive to Sandefjord to collect the package.
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– Bad
Johnsen has not been in contact with PostNord, but has spoken to the online store she ordered from. It was the Meny store in Sandefjord that tipped her off.
– It took a week before they answered me, and I think that’s bad. I sent both an email and called, but did not receive an answer until today. The answer I got from them was that they were looking for new suppliers, but that it was difficult to find, she says.
When Nettavisen calls, the package is still in Sandefjord, but Johnsen has received an update.
– Today I received confirmation that the package has been registered as incorrectly sent, so now we’ll see if it arrives soon, she says.
The Consumer Council: – Must sort things out
According to the Consumer Council, shipping or home delivery is most often a delivery service ordered by the seller.
Their recommendation is therefore to contact the seller directly, if the package is not delivered as agreed.
– It is not always easy to know what is causing a package to be sent incorrectly. As long as it is the professional seller who has ordered the delivery service, they must make arrangements with PostNord.
This is what senior advisor and consumer lawyer at the Consumer Council, Thomas Iversen, tells Nettavisen.
– On the condition that the customer has given the correct address, the package must of course always be delivered there. If a package is nevertheless delivered to a completely different place in the country, the seller or carrier must find a solution, he says.
Despite the fact that the seller is obliged to find a solution, Iversen believes that the customer can still contact PostNord.
– It’s probably the easiest, because then you don’t have to go through anyone. It may be that PostNord can help quickly, but if not, it is natural to contact the seller who ordered the collection, he points out.
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Lays flat
– First of all, it is only to regret that this has happened. You shouldn’t have to drive as far as five hours to pick up a package. This is not common practice, says Haakon Nikolai Olsen, press manager at PostNord, to Nettavisen.
He believes that the package to Johnsen has been sent by mistake as a result of a human error.
– With a tracking number we can find out what has happened, but I suspect that this concerns a sorting error at the terminal. It rarely occurs, but it can happen, he explains.
Olsen understands that it is frustrating for people that parcels are sent incorrectly and are delayed, but points out that the weather has created challenges in recent weeks.
– The waiting time varies a lot right now, and in some places snow and weather conditions have been challenging for us. The run-up to Christmas in December was also hectic, he explains.
Olsen encourages dissatisfied customers to contact PostNord directly.
– Just contact us regardless of whether it concerns an individual case or general dissatisfaction. We are available via chat and phone, he says.
2024-01-20 19:41:04
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