TORONTO BUYERS: Apple Express, contractee courier for Pitney Bowes (BEWARE!!!)

[shallow_karl]

Apple Express was contracted by Pitney Bowes to fulfill Global Shipping Orders delivered in Toronto and the surrounding area (possibly all Canada, not sure).  Please be aware that:

-  They make only ONE delivery attempt at 7am or earlier.

-They will NOT make subsequent attempts like UPS or Fedex would.

-They do NOT hold deliveries at a depot for pick-up.

-After ONE failed delivery attempt, they ship the item BACK to the seller!

You could lose the item AND your shipping costs.

[ypdc_dennis]

Apple Express, as bad as ever.

Package should be going back to Pitney-Bowes (GSP) rather than back to the Seller.

Open an item-not-received case when allowed (first day after last delivery date shown on your purchase details). https://resolutioncentre.ebay.ca/

When appealing to ebay to close the case (have to wait a few days before you can) do mention it is a GSP purchase.

-..-

[marnotom!]

My understanding from the last time I looked at the Apple Express website is that AE doesn’t actually do the delivering themselves; it’s contracted out. Maybe you can set me straight on that.

[lotzofuniquegoodies]

@ypdc_dennis 

Wasn't Apple Express and GSP being brought up in the same breath approximately 6 months ago. Buyers having difficult time finding out where they(Apple) was leaving products for pick up? I believe parcels were ending up at  neighbourhood convenience stores but receivers were having to do a bit of a treasure hunt to track them down. It was reported on here as a problem and was being looked into but I really don't recall if there was a resolution or  when things were said and done that Apple just got their hands slapped and going forward to make more delivery attempts/leave a card so customers would know where they could actually pick up.

-Lotz

[retroman_studios]

AE were removed but only for Vancouver/Western Region if I recall.

[shallow_karl]

All people have to do is call them and they'll confirm what I said (in Toronto at least).  The whole point is you have NO idea which orders they will be contracted to fulfill so the problem is wholly unresolved.  This is a bad situation.  I won't be ordering anything from sellers going through the global shipping program now.

[reallynicestamps]

tyler@ebay 

These guys again.  I have no idea what PitneyBowes/GSP is thinking.

They must be really desperate to sub-contract to them after the ballsup they made of Western deliveries.

[tyler@ebay]

Thanks for the tag @reallynicestamps - I know that when this came up last year AE was restricted from delivery in certain zones pending proof of improvement. 

I'll get this reported. 🙂

[tyler@ebay]

Hi @shallow_karl - I'm hearing that these sorts of issues should have been resolved some time ago. Is there a specific order id, tracking number or purchase that I can escalate as an example of this?

Thanks!

[shallow_karl]

Here is the Ebay I.D. of the one I wasn't able to get the driver to come back on so it ended up going back to Pitney Bowes.

193492247126

[tyler@ebay]

Hi everyone - 

Thanks for your feedback and updates on this, I heard back from the shipping team on this issue this morning:

In the last week our team has worked closely with Apple Express on an enhanced process to address concerns. Starting this Thursday (July 2) if a driver is unable to deliver they will call  or message the buyer to arrange a second attempt. If the customer calls within 48 hours the parcel will be picked up for delivery again. If  there is no response, it will be returned. If there is a response and it again can’t be delivered, a message will be sent and the parcel will be held for 3 days before returning.

Tagging @shallow_karl  who brought this issue to the forefront again. Thanks!

[ss1790chevelle]

Hello everyone, this just happened to me in the 905, they’re going to try again after I talked to customer service - so fingers crossed... after I read all the reviews I read, and when I saw that my important purchase was was attempted to be delivered at a DIFFERENT ADDRESS/BUILDING-TYPE, and without any notification except checking eBay every day for tracking, it said it was undeliverable and was being returned to the sender! I have never EVER had a package not delivered before and shipped back to the country where it came from!!!!! Fingers crossed it arrives..... I wanted it for my vacation, that’s out the window now - but if I see it at all, I may be one of the lucky ones. Should I report this to eBay now? Like I’ve said, I have never experienced this and I would like some guidance? I can’t believe some people were forced to file police reports on this.... wow, eastern Canada is just as bad from what I can tell.

[reallynicestamps]

Your first protection is eBay-- and the GSP.

The second is Paypal and the third is the credit card you use to back your PP account.

The police reports are a little over the top, since this seems to be more a matter of utter incompetence than any thing criminal, and in any case it would be a civil matter, nothing for the police to deal with.

Start with Customer Service and ask to be referred to a GSP specialist.

And try to keep your cool.  Flies and vinegar and all that. Be the adult in the room.

EBay allows 30 days from delivery for Disputes.

Paypal allows 180 days from Payment.

Your credit card's chargeback policy could be anything so go to it last.

[noguffay0117]

Add me now to that growing list. Estimated "Last" delivery date, Dec 03, through GSP via Apple Express to Vancouver, They have my parcel listed as "Out for delivery" now for 3 weeks (Nov 21 - Dec....) Emailed them three times now, no resolution, no replies. eBay GSP/ PB, needs to slap these guys to the curb. I'm done with eBay until they do.

[thespiangirl]

I had a chat conversation with eBay customer service about Apple Express and their appalling customer service just last week. The tracking on my GSP package said that delivery was impossible. I called Apple Express (contacting them online was impossible)  and was told that it was because the address on the package didn't include my apartment buzzer code. When I told them that UPS, FedEx, Canada Post, Amazon, etc. understood that apartment buildings have lists of buzzer codes next to residents' names posted at building entrances, the woman argued with me and told me it would take another 5-10 business days for them to attempt delivery again. Fortunately, the package somehow arrived sooner than that. However, I hope that eBay takes these complaints about Apple Express seriously and either changes the company handling GSP shipments or demands that Apple Express do a better job. (Better yet, dump your contract with them and have Canada Post deliver parcels.) If not, you're going to lose more and more Canadian customers. 

[reallynicestamps]

@thespiangirl 

Apple quickly became notorious. This thread is a year old and little has improved.

Could I suggest adding your plaint to the Community Chat run by tyler@ebay  which is open now for posts. Responses are usually on Thursdays-- to give research time.

And yes, Canada Post seems to prefer to hire literate employees.

[jechis_94]

ve had three orders that claimed delivery when they were just shipped back to the seller as damaged. No notifications, no emails, no notes to let me know. This company is appalling. I've called to get them to hold or even find out why they won't ship these packages. There's no reasonable answer other than damaged/opened.

I think what burns me the most is they're reporting they tried to ship but couldn't. A complete lie. It gets updated to reflect damaged only after I call.

At this point, there's not viable reason for me to use eBay anymore. I can get my money back, but I can't get the items I'm ordering.

Until this is fixed, it's just a waste of time for Canadians who are trying to order internationally. Personally I'm just not buying anything anymore. There's no point. It won't make it to me anyway.

[kh-leslie]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.