Postal or courier service is considered to be one of the cheapest modes of communication. Postal services in India have rapidly grown over the last few decades. India is a country with the largest network of post offices with its number being more than 1.55 lacs as recorded in May 2008.
Well, India has many local and international courier companies providing postal service, but still, consumers file courier complaints at some point in time. Things can always go lousy such as late deliveries or items in the package get damaged, and the list can go on.
If you have encountered any such postal complaint with your courier company, you must have brought it to their notice, but many complaints against the courier company remain unresolved. According to stats in 2020, 1449 grievances are pending unresolved in the Indian Post Office and stats could be different for other courier companies.
There are more than 20 types of postal services with the most common being registered or speed post. Even though it is considered one of the safest means of communication, lapses have been seen over the past few years with various posts getting lost somewhere and not reaching its destination.
In this article, we have mentioned India's famous postal companies, and the types of courier complaints the customers face with them.
Famous Postal or Courier Companies in India
1. Indian Post Office: Indian Postal Service serves as a backbone to the society with a network of almost 1,56,600 post offices in India, with nearly 90% operational in the rural part while the rest 10% in the urban area. Since 1854 Indian post offices have served the country. In the 1850’s they used to deliver happiness to people in 10 paisa postcards and yellow envelopes, and still, they are delivering happiness to people all around the globe. Today, there is no such village or town in our country, which is not covered by the Indian Postal Office. Also, it is a public or government courier service, so the charges of sending a parcel across the globe would be comparatively cheaper when compared to the other private courier companies.
2. Ecom Express: Ecom Express private limited is one of the leading logistic providers. It has more than 36,000+ employees currently working with them and is all geared up to create more employment opportunities in the future. Now, Ecom Express covers more than 27,000 pin codes and is delivering the packages to more than 2650+ cities. Their prime motto is to deliver the parcels with the utmost speed, safety, and reliability nationwide to all industries. They provide various services like Express Services, Digital Services, and Fulfillment services but many times they get complaints for courier service.
3. Delhivery: Founded in the year 2011, and headquartered in Gurugram, Harayana, Delhivery Pvt Ltd is one of the most trusted and leading brands, when it comes to sending parcels around the globe. Delhivery has a nationwide network, covering almost every country, state, district, the town as well as villages. They cover 17,500+ pin codes and 2300+ cities only in India. Delhivery is one of the most reliable courier companies for shipments. Even during the pandemic situation of COVID-19, when people were afraid of stepping out of their home, Delhivery courier company kept on working, so that they could fulfill the needs of society. But like any other player they too receive many complaints against them.
4. FedEx: Formed in the year 1973, FedEx, or rather Federal Express, is an American multinational delivery service company. The company is known for its overnight shipping services, along with providing real-time updates of the location of the parcel to the clients. Though this has become a common feature in today’s era, this system of tracking the location of packages or tracking AWB numbers was introduced by the FedEx courier company. FedEx courier company provides shipment facilities all around the globe. Currently, FedEx has 16 clearance facilities in India but sometimes they are unable to locate the whereabouts of their shipment.
5. DTDC Courier: Desk to Desk Courier and Cargo or DTDC Express Limited or DTDC is the same. It is an Indian courier company and handles more than twelve million shipments every month. The headquarters of DTDC is in Bangalore (now known as Bengaluru), Karnataka, India. Currently, DTDC has its presence in more than 500 district headquarters through its globally expanded network, covering more than 10,500 franchises and providing the customers with comprehensive and reliable services to 10,500 plus pin codes. DTDC serves in more than 240 international locations, including Canada, USA, UK, Hong Kong, and China. However, customers have filed complaints for missing parcels and no compensation for lost packages.
Types of Postal Complaints or Courier Complaints
With a commendable market share in courier, express and parcel market valuation at almost $4.29 billion, India’s courier and parcel delivery services have managed to make a mark in the entire world of being connected via postal services. But with this rate of growing numbers also comes certain discrepancies, which many times go unnoticed but some even become a topic of discussion.
Like every other service being offered, postal services have also had some minor and major mishaps making people angry over the services like items missing in the package, late deliveries, sometimes no deliveries at all and many more to count. Below is a little comprehensive list as to under what category your grievance might lie if you are to file complaints regarding inadequate or unsatisfactory service by the courier companies in your area.
1. Items missing
With local, national and international deliveries beyond and across the country, people have experienced items missing from their packages raising concerns regarding security and safety of deliverables. Dealing with such a grievance becomes a task in itself because sometimes you as a customer do not get precisely what is missing or might be missing in the package and end up complaining late.
2. Package stuck in customs
Handling of packages at customs has always been a concern with several mishaps coming in the news like un-traceable shipment, mishandling, rude behaviour of people at customs, issues of delivering sensitive packages across the border and many more. But parcels stuck at customs is something which is entirely not under one’s control and managing a track of the same is again a tedious job. Even big courier companies like FedEx and BlueDart have got such complaints registered in the past.
3. Late deliveries
This is a persistent issue, especially with Indian postal services - not getting deliveries on time. Late delivery is like a cherry on the cake of receiving the wrong post. When sending one package from one place to the other, you expect to get it delivered and thus might be taking a buffer for the same. But what if you get to know that you sent it on time, but it got delayed midway? If this has happened to you, then you are not alone as it has been and is a persistent issue with many.
4. Non-cooperative customer support
This is the most common grievance of customers that the customer support is rude and non-cooperative. People in the past have also complained about the lack of availability of the support staff or information regarding shipment. Not getting enough cooperation on post-delivery issues often keeps issues hanging midway and thus delays the resolving process.
5. Wrong products delivered
Wrong delivery is again a most common courier complaint that has been raised in the past by customers. This persistent mistake has refrained many people from using Indian postal services and might not even gain people’s trust if it persists in future as well.
6. No delivery
Not getting your package at all can be frustrating, and such frustrating customers often knock doors of their regional post offices in hopes of getting issues resolved. But to the absolute dismay, either not getting a satisfactory response or often, rude behaviour of support staff increases the pain of the consumers. They end up filing complaints against this issue but usually get delayed justice.
7. Damaged products delivered
Most people complain of mishandling of their packages despite instructions of “handle with caution” being communicated explicitly. No compensation for the same is another issue people face pretty commonly under this category. It is always very frustrating to first receive a damaged parcel and then getting no compensation for the loss from the courier companies.
How to file a complaint against the post office or the postman?
Public grievance portal is an initiative started by the Central Government for addressing the grievances of the general public. If you have any complaint regarding the behavior of the employees of the post office, you should contact the Postmaster in charge. You can even call the superintendent under whose jurisdiction the Post Office falls and express your dissatisfaction regarding the services of the Post Office.
1. Register a complaint at the customer care number of the Indian Post Office i.e. 18002666868.
2. Go to pgportal.gov.in (Public grievance portal) and get yourself registered.
3. Select lodge public grievance and then enter all your details and select the department.
4. If the complaint is not resolved, approach the Chief Postmaster General here : https://www.indiapost.gov.in/VAS/Pages/CustomerSupport/Guidelines-on-Complaints.aspx
How to resolve courier complaints or postal complaints?
So if you also have had a bad experience in the past with postal services, pretty much above listed possible grievances could be one which you might have faced or might face in future.
To resolve these complaints, you can always call or send an email to them on customer care. If the case goes worse, you can always take them to the consumer forum and file a complaint against them.
1. File support ticket/send an email:
You can always contact courier companies through their official website by going to their contact us section and by sending them an email. The websites and customer service emails of some leading courier companies are:
Delhivery - www.delhivery.com email@example.com
FedEx - www.fedex.com firstname.lastname@example.org
DTDC - www.dtdc.in email@example.com
Trackon Courier - www.trackoncourier.com
India Post - www.indiapost.gov.in
XpressBees Logistics - www.xpressbees.com firstname.lastname@example.org
2. Call Customer support:
One of the perfect ways to directly come in contact with the postal company is by contacting it through a phone call for customer support. All these well-known courier companies have a 24*7 working customer care number which helps in resolving complaints as they value customer feedback. The customer care number of some of the leading postal companies in India are :
Ecom Express Customer Care Number - +91-8376888888
FedEx India Customer Care Number - 1800 419 4343
DTDC Customer Care NUmber - +918025361410, +913340329819, +912233004444
Trackon Courier Customer Care Number - +918023417774, +914446617710, +918334043012, +911145593500, +912228510056
XpressBees Logistics Customer Care Number - 020-49116100
3. Send Legal Notice:
A consumer can send legal notice to Courier company in case it is unable to resolve his complaint. It is one of the efficient ways to handle the issue legally. Check below to know how to send a legal notice to a Courier company?
Step 1: Firstly, get a legal notice drafted by a lawyer.
Step 2: Check it properly and make sure it is signed by a lawyer.
Step 3: Keep a copy of it for future purposes.
Step 4: Send the legal notice to Courier company by registered post.
Step 5: Keep the slip or delivery report for evidence.
4. File consumer forum case:
Consumer forum deals with consumer complaints and you should approach the consumer forum if you feel that your rights as a consumer have been violated.
If the courier company is not responding to your complaints even after sending legal notice by a lawyer then you should file a case against it in a consumer court.
Here is how you can file a case in the consumer court?
Step 1: Intimate the aggrieved party via legal notice.
Step 2: Draft the consumer complaint.
Step 3: Attach all the relevant documents and proofs to support your complaint.
Step 4: Select the appropriate court or consumer forum for filing the complaint.
Step 5: Pay the prescribed court fee that is required to be paid along with the complaint.
Step 6: Submit the case along with the affidavit & fees in the court.
If you are looking for quick help then File a Complaint at Voxya to resolve postal complaints or courier complaints. We take legal action by sending legal notice to the courier company addressing the issue. If the issue remains unresolved after sending Legal Notice then we help you in approaching the consumer forum. We generally receive about hundreds of postal complaints every month.
Most Common Issue Reported for Postal Complaints
Sir, I am practicing as High Court Advocate. I ordered a "* shirts Combo" from website named " https://bestshirtdeal.com/collections/mens-shirt-*/products/best-combo-of-*-casual-mens-shirt " on **/**/**** by cash on delivery option. Then I g...
Jan 13, 2021 by satyam p
I am looking for a fast resolution to my case as my Delhivery shipment with AWB No.: ************* says (online tracking) it is “Delivered”. In actual, I have not received any delivery on January *, ****. (Please find the pic attached for y...
Jan 10, 2021 by Jatin Choudhary
I have place an order (prepaid) for Vanheusen Brown Lace Up Shoes for an amount of Rs. ****/- directly to Vanheusen India online website on ** December ****. The product was shipped with Ecom Express Private Limited and product was scheduled fo...
Jan 10, 2021 by Paubiakmang
I sent courier From India to Malta some book and cloth cost INR ***** and weight **KG. But they charges for ** KG cause of volume matric. Before paying money they confirm after paying this money parcel will couriered without extra charges in Ma...
Jan 08, 2021 by RAVI GUPTA
I ordered a piece of furniture online and GATI was the transporter from Greater Noida to Hyderabad. The shipment was delivered on * Jan **** however the furniture was damaged during transit. After repeated follow up with GATI, there is no respo...
Jan 06, 2021 by Anonymous
I ordered OnePlus *T back skin from https://www.capesindia.com/ in mid November and it was scheduled to be delivered on **-**-**** by https://www.delhivery.com/ . On delivery day, the delivery guy called and asked me what's inside my shipment ...
Jan 03, 2021 by Ashish Kumar
I recieved my package from fedex on *nd Jan **** which was supposed to be delivered on * days ago. I paid the custom duty fees too but when i opened the package, the main item was missing from the box. It was Apple Airpods Pro which are worth m...
Jan 02, 2021 by Manas Parhar
missing parcel since ** Oct **** . . I have mailed ,and called to all possible phone numbers and email addresses of trackon i could find on their site and google. i havent received any reply yet. Kindly help me get my claims. Total amount of co...
Dec 31, 2020 by Manav Sethi
I HAVE BOOKED A PARCEL CONTAINING A PHONE VALUE ****** RUPEES FROM JAHANGIRABAD (******) TO HARDOI (******). I MENTIONED CLEARLY TO DEALER ABOUT THE PARCEL AND HE WEIGHTED MY PARCEL *** GRAMS AT THE TIME OF BOOKING (I HAVE BOOKING RECEIPT MENTI...
Dec 25, 2020 by SHREYANS JAIN
I returned an order from myntra.It was picked up by ecom on **nov,**** from badli delhi ****** for refund. Executive partner didnt give any receipt of pickup. Though i have recovered CCTV footage of the area where he comes and picks up. I re...
Dec 23, 2020 by Sachin kaushik
This is mail regarding shipment were not received by ECOM express but as per tracking it is delivered, following are the order details, ORDER NUMBER: ******** TRACKING NUMBER:********** On the date of delivery I have received the online ca...
Dec 18, 2020 by Abhi Bhosale
I have send my parcel from bangalore to kolkatta on **rd November and its almost an month and there is no where about my parcel.. All the customer care numbers do not pick the call are not reachable.. When contacted the shop guy whom I shipped ...
Dec 16, 2020 by Priya
I booked * parcels from Delhi to Ranchi on **.**.****. Assured delivery date was on **.**.**** but one package has not been delivered yet. It has been misplaced or lost I don't know but I filed complaint on **.**.**** and since then I contacted...
Dec 05, 2020 by Deepak Kumar
My order is not yet being deliverd and i am shocked that while i am tracking my order its showing me delivered how can delhivery do this its a very renowned compangbplease help me my tracking id is ************* The thing i only got is a otp t...
Dec 04, 2020 by Sheetal tamang
So I don't think words will enough to explain the kind of low levels that FedEx has stooped to to dupe their customers. I paid roughly **k INR for a 'Priority Mail' shipment from China to India with AWB ************ which was to be delivered...
Dec 04, 2020 by ALI ASGAR TAMIM SUDANWALA
I am from Indore and I had purchased electronic items from an supplier in Delhi through online / phone mode and requested the supplier to deliver to Indore through courier. The supplier booked the parcel through Trackon couriers pvt ltd on **t...
Dec 03, 2020 by ANOOP DHOOT
I ought to receive a replacement product from Image marketing through Xpressbees. The product is showing "in transit" for quite some time and was struck in "Xpressbees Visakhapatnam hub". I have contacted Xpressbees and boat customer care servi...
Nov 22, 2020 by Ramesh N Appana
I send a courier by DTDC booked in ** Nov ** at approx **.** hrs.Guy booked informed it will be delivered tomorrow or max ** Nov **.asked for mode of transport he told me that by air ..But when I tracked it was by road ..Today ** Nov ** complet...
Nov 20, 2020 by Praveen kumar
Hi This is vignesh Gunasekaran I am rasing the complaint behalf of my dad Gunasekaran used DTDC courier on *.**.**** made a courier to destination From THIRUNELVELI To VIRUDHACHALM through ur courier as now the problem is my consignee d...
Nov 17, 2020 by Vignesh
I passed out from JNTU Hyderabad in ****, recently I took admission for my masters degree fun Tata institute of social sciences, Mumbai. So the university is asked to submit migration certificate. JNTU Hyderabad sent it through DTDC twice. It w...
Nov 13, 2020 by Kapil Kumar
My ordered was scheduled to be delivered by DTDC and was given a tracking number, after a few days( today , **/**/****) I checked the status of my order on their website tracking option and saw that it has been delivered, later I downloaded the...
Jan 14, 2021 by Lakshminarayana AdigaB
AWB: **********, the product was picked up on **th Dec. There is no tracking information available on their website post January *st. When I called customer service they do not have any clue where the package is. It's been more than ** days now...
Jan 07, 2021 by Deepmala Manna
Ecom was supposed to deliver shoes that I ordered on aldo website. Ecom delivery person called and said he is leaving my box with guard and took OTP. Have been calling them repeatedly and they are not attending to my complaint. The pod ha...
Dec 12, 2020 by Amisha Singal
My parcel is not delivered kitne din ho gye pagal bnate Huey roj bolte h Kl kr dege or Aata hi nhi h kya Natak h yrrr...
Nov 29, 2020 by Kanika Chauhan
No status update since **th nov.. They are not delivering my medicines.. I don't have any medicines to eat.. Damage to my health and peace of mind. ...
Nov 26, 2020 by Kundan kumar
I have ordered the Turk by khadim's Men's Brown Outdoor safari trekking and hiking boots from the Amazon Website. ordered Date: ** th Oct **** Order I'd: ***-*******-*******. The Order Shipment through the ECom Express.The Order Status Shows th...
Nov 10, 2020 by MadhavaRao
I order a wristwatch from TATACLIq but Ecom Express not deliverd my packet not only that they are lying with me.I have contact with them severl tine biti they could not help....
Nov 10, 2020 by Partha Sarathi Sain
My item is brought to me when I was not at my place and i told them to keep it in the office. The next day i went to them to get the package and then they told me that they cannot find the package for me. Again the next day i went to the delive...
Nov 09, 2020 by Aadesh Biswakarma
My package was to be delivered on **th October but it wasn't delivered and I received a message as product being delivered. I've complained in customer service and they told to resolve this matter in ** hours but they didn't. In one week I've c...
Nov 03, 2020 by Babli Rehana Parbeen
I didn't get the parcel the Awb no is **********. The status shows delivered.but i didn't get the order the delivery agent called and asked my number after that the status changed to delivered. When i tried to call back the delivery agent the c...
Oct 30, 2020 by Shahina T S
I have booked shippment pf * packages from Hyderabad to Trivandrum on **th Oct,I have been told it was dipatched on Tuesday the **th. I have received my package yet, it's almost a week. They have provided me with the docket no , as per the do...
Oct 26, 2020 by Prashant Nair
Iam writing this email for the poor service that I received from your ecom express,my AWB # ********** I have been contacting one of the executive since the day I received message from ecom express that my shipment will be delivered on **...
Oct 20, 2020 by Mahaadevkartthyck
The field executive who came for delivered he took extra *** rupees but order amount is *** he too *** the awb number **********...
Oct 18, 2020 by Reshma
Tracking ID **********. I ordered product in flipkart. Product delivered by Ecom. But i received msg like ACTION REQUIRED! The delivery attempt for your shipment with Tracking ID ********** has failed. To confirm delivery or to cancel th...
Oct 18, 2020 by Magudesh
I ordered from Amazon via ecom express . I received the call from ecom express delivery person he said I can't deliver your parcel due to the address is not under ecom express. I called both customer care Amazon and ecom express customer serv...
Oct 17, 2020 by Shakur surve
I moved a package containing * boxes using Homex Packers and Movers on **nd August **** from Bangalore to Guwahati. It has been * weeks since the items were picked up from my Bangalore residence, they promised to deliver the item within * da...
Oct 17, 2020 by Tanmay Kakati
Awb: ********* The shipment order was placed made on oct ** for return pickup from nagpur to pune hub of oneassist Shipment was picked up on oct **th, and the shipment is still in trnasit as on oct **. As per latest tracking update ...
Oct 15, 2020 by Vivek shegaonkar
I ordered product in flipkart. It was delivered by Ecom on **th. But Accidently cancel the product in flipkart. I got the Product by Ecom. But the Ecom delivery boy asking the product. Please return the product. Since no delivery updated in ...
Oct 13, 2020 by Magudesh
i bought the product from onlyssd.com. order id - (*****) Shipping via DTDC Tracking id - (M********), delivery Date October **. delay in delivery and wrong tracking update....
Oct 12, 2020 by Bhaswar Mandal