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PostNL Reliability: A Look at Customer Reviews

Navigating the world of online shopping often hinges on the reliability of the delivery service responsible for bringing your purchases to your doorstep. While many delivery companies strive to provide seamless experiences, some fall short of customer expectations. In the Netherlands, PostNL is a prominent delivery service, yet a quick search for “is postnl reliable” or “postnl review” reveals a stark contrast between limited positive official information and a plethora of negative customer experiences. This post aims to explore customer feedback and assess the current state of PostNL’s reliability.

Table of Contents

PostNL: A Brief Overview

PostNL, formerly known as TNT Post, stands as a major player in the Dutch delivery market. Established in 1998, the company has grown to become a leading postal and parcel delivery service provider in the Netherlands, boasting a significant network and a wide range of delivery options. On its official website, PostNL emphasizes its commitment to efficiency and customer satisfaction, highlighting its efforts to provide reliable and timely delivery services. However, as we delve into customer reviews, a different picture emerges.

The Voice of the Customer: Exploring Reviews

Trustpilot, a widely recognized online review platform, serves as a valuable resource for gauging the reliability of service providers. For PostNL, the platform reveals a concerning trend. With a “Bad” rating and a TrustScore of 1.1 out of 5, PostNL faces an overwhelming wave of customer dissatisfaction. Over 19,427 individuals have shared their experiences, with a staggering 93% awarding the company the lowest possible rating—a clear indication that something is amiss.

Unpacking the Complaints: Recurring Issues

A closer look at the negative reviews unveils a consistent pattern of complaints regarding PostNL’s service. Missed deliveries are a common issue, with packages marked as delivered but never received, or delivered to incorrect addresses. Customers frequently express frustration with PostNL’s customer service, citing difficulties in reaching representatives, unhelpful or even rude interactions, and a lack of resolution to their problems.

Another recurring grievance centers around the frequent redirection of packages to pickup points, even when customers are at home and available to receive their deliveries. This practice often leads to added inconvenience for customers, who must then travel to inconvenient pickup locations with limited operating hours.

Adding to these frustrations are numerous reports of lost packages, leaving both senders and recipients in limbo, facing financial losses, and enduring a frustrating claims process. The sheer volume of these complaints paints a troubling picture of PostNL’s service reliability.

The Impact of Negative Feedback

The overwhelmingly negative reviews on Trustpilot carry significant weight, potentially impacting PostNL’s brand reputation and eroding customer trust. As potential customers encounter these reviews, they may be dissuaded from choosing PostNL, opting instead for competitors with more favorable feedback. This can lead to a loss of market share and hinder the company’s ability to attract new customers.

PostNL’s Response to Customer Concerns

Perhaps most concerning is the fact that PostNL appears to be largely ignoring customer feedback. Their profile on Trustpilot remains unclaimed, suggesting a lack of engagement with the platform and the concerns voiced by customers. This inaction perpetuates the negative perception and fuels customer frustration, as they feel their complaints are unheard and unaddressed.

What This Means for Consumers

In light of the widespread negative feedback, consumers considering using PostNL should proceed with caution. Be aware of the potential for delivery issues and, if possible, opt for insured shipping for valuable items. Document any delivery problems thoroughly, including dates, times, and any communication with customer service. If a package is lost, familiarize yourself with PostNL’s claim process, but be prepared for a potentially lengthy and frustrating experience. Exploring alternative delivery providers with better reputations may be a wise decision.

The Bigger Picture: Online Reputation Management

PostNL’s case serves as a stark reminder of the crucial role online reputation plays in today’s business landscape, particularly for service-oriented companies. Actively managing online reputation involves claiming and monitoring profiles on review platforms like Trustpilot, responding to negative feedback promptly and professionally, and engaging with customers to address concerns and improve service quality. Ignoring online feedback can have significant consequences, eroding trust and damaging brand image.


  • Q: Does PostNL deliver on weekends?

    • A: While Saturday deliveries may occasionally occur, Sunday deliveries are generally not available. Consult PostNL’s official website for specific information regarding weekend delivery options.
  • Q: Can I change the delivery address after a package is shipped with PostNL?

    • A: Based on customer reviews, changing the delivery address after shipment appears to be a common issue with PostNL. This underscores a need for improved flexibility in their service offerings.
  • Q: What happens if my PostNL package is lost?

    • A: PostNL’s website provides details on filing a lost package claim. However, customer reviews suggest that the process can be inefficient and time-consuming.
  • Q: Are there any reliable alternatives to PostNL in the Netherlands?

    • A: Several alternative delivery services operate in the Netherlands, such as DHL and DPD. It’s recommended to compare Trustpilot ratings and independent customer reviews to identify more reliable options.


While PostNL remains a major player in the Dutch delivery market, its current reliability is questionable, as evidenced by the abundance of negative customer reviews. Missed deliveries, inadequate customer service, and lost packages are recurring complaints that paint a concerning picture of the company’s service quality.

PostNL’s apparent lack of engagement with customer feedback raises further concerns about their commitment to addressing these issues. This situation underscores the importance of online reputation management for businesses of all sizes. Actively engaging with customer feedback, addressing complaints, and striving for continuous improvement are essential for building trust and maintaining a positive brand image in the digital age. Will PostNL heed the warnings and take the necessary steps to improve its service and regain customer trust? Or will its inaction lead to further erosion of its reputation and cede ground to more reliable competitors in the Dutch delivery market? Only time will tell.