PostNL, once praised as a reliable player in Dutch postal and parcel delivery, has come under heavy pressure in recent years.
The flood of complaints about delayed deliveries, lost packages and inaccessible customer service seems unstoppable. As the need for efficient and reliable delivery services continues to grow, the company is increasingly coming under fire. Delayed Christmas cards and mail posted in the app sometimes don’t arrive.
The most recent controversy surrounding PostNL was caused by a decision that will take effect in February. From now on, mailboxes will be emptied during the day, a measure intended to save costs. Where previously 25 percent of mailboxes were emptied after 17.00 p.m., users must now expect longer processing times for their mail. This news caused great dissatisfaction, especially among the elderly and small businesses who depend on a well-functioning postal system. Sylvia Oosterhuis, chair of the ANBO-PCOB senior citizens' association in Groningen, was critical of this change: "It couldn't be much worse."
ANBO-PCOB is concerned about the further erosion of PostNL's services. It seems as if the organization forgets that there are still many people in the Netherlands who are not digitally active. They are dependent on paper mail and therefore have to wait longer for messages.
customer service in dire straits
In addition to the operational changes, complaints about customer service are piling up. Consumers complain about long waiting times, unclear communication and staff that does not always appear professional. The experience of a customer who expressed his frustration on an online platform speaks volumes: “PostNL does not take the customer seriously. Pick-up message for a package received 8 days too late, as a result the package was returned to PostNL by the pick-up point.”
The holidays are supposed to be a time of coziness and togetherness, but for many Dutch people, the Christmas period this year caused frustration due to late delivery of Christmas cards. While many Dutch people take the trouble to send their family and friends a card in December, many of these cards only arrived weeks after the holidays. Customers are expressing their dissatisfaction and are blaming PostNL for the failure of a tradition that is deeply rooted in Dutch culture.
On review websites such as Ervaringen.nl, PostNL's customer service is massively negatively assessed. Long waiting times and poor accessibility lead to increasing irritation among consumers. Many customers feel unheard and report that complaints are rarely adequately resolved.
problems with delivery
Not only customer service, but also the delivery itself remains a source of irritation. Complaints are regularly received about packages that are delivered too late, not at all or to the wrong address. One customer reported: “Package not delivered after 14 days.” Such incidents further put pressure on the reliability of the service.
PostNL has once again come under criticism for changing the emptying of mailboxes, which will take place earlier in the day from February. This measure, intended to save millions of euros, has led to outrage among customers who may now have to wait longer for their mail.
The increasing flow of complaints about PostNL cannot be seen separately from the challenges the company is facing in the current era. A combination of structural problems and changing circumstances means that the postal and parcel delivery service is increasingly under fire. The causes behind the complaints vary, from staff shortages to operational challenges, and are reinforced by the high expectations of consumers in an era where fast delivery has become the norm.
growth through e-commerce
The e-commerce market has grown explosively since the corona pandemic. Consumers have become accustomed to the convenience of online shopping, resulting in a huge increase in parcel volumes. Especially during peak periods such as Black Friday and the holidays, PostNL is flooded with orders. Although this growth offers opportunities, it also brings significant challenges. Logistics networks are heavily burdened during these peaks, leading to delays and errors.
According to figures from the Thuiswinkel Markt Monitor, the number of online orders in the Netherlands increased by more than 20 percent during the pandemic. PostNL has struggled to keep up with this increase, despite investments in capacity. The volume of parcels is structurally higher than before 2020, which makes delays more common.
high workload
Another bottleneck is the shortage of personnel. Especially in urban areas, PostNL is struggling with a shortage of delivery personnel and sorters. This not only leads to delays, but also increases the chance of errors in the delivery. The high workload in the logistics sector, combined with relatively low wages, also causes a high staff turnover.
Unions point out that it is difficult to recruit people for heavy work at low rates. Delivery drivers experience a lot of pressure to meet tight deadlines, which does not benefit the quality of service.
cuts
In order to remain profitable in a market with rising costs and fierce competition, PostNL has implemented cost-saving measures in recent years. This has had consequences for the quality of the service. Outsourcing work to subcontractors, such as independent contractors and smaller companies, sometimes results in less control over the execution.
Consumers have become accustomed to lightning-fast deliveries with the arrival of companies such as Bol.com and Amazon. A delay of one day can lead to complaints, especially in an era in which negative experiences are easily shared via social media. PostNL's image suffers from this: customer service problems are widely reported on platforms such as X en Ervaringen.nl, where the company consistently receives low scores.
