Spent quality time at the Marsa depot last week trying to find a high-value parcel from Germany. DHL tracking is solid: “Handed over to local postal operator – Luqa.” It’s been in the country for weeks.
The conversation at the counter was peak Malta.
First, I’m told: “We don’t hold items, if it was here, it would be scanned.” Five minutes later, when I asked them to actually look for it- a manual scan, the story changed to: “We have thousands of items in the warehouse, how are we supposed to find one?”
So which is it? Is it not here, or is it just sitting in a massive pile of unscanned backlog?
Maltapost’s final verdict is beyond reality:
According to them, the main batch never left from Germany. No need to say, it is either DHL, Fedex, UPS: NOBODY says "The shipment is transported to the destination country/region and handed over to the delivery organization there" without delivering an item. (I am sure that without scanning, it is not even possible)
We all know how this works. If they scan it, the delivery deadline starts. If they don’t scan it, it doesn’t exist on their system, their KPIs stay green, and they can pretend they’re doing a great job while parcels rot in a corner.
The parcel is insured, so DHL will eventually pay me out and then recover the costs from Maltapost. My issue isn’t even the money at this point—it’s the fact that we’re paying for a service that treats "losing" your property as a standard operating procedure.
Note to Maltapost: I’ve seen enough posts here to know you guys like to call people and ask them to delete threads like this. Don’t bother. I’m not deleting it. If you want to talk about the parcel, DM me here and I’ll give you my number. I’d rather keep this public so everyone else who’s missing a parcel knows they aren’t the only ones being told "it never arrived."
Find the box or don’t. DHL’s finance team will deal with yours eventually. But maybe stop telling customers "it’s not here" when you’re standing five meters away from a warehouse full of unscanned mail.
https://www.reddit.com/gallery/1qr9bkz
Posted by Kavvorka
3 Comments
Yeah something very similar happened when I ordered from Germany (value was above 500e). They lost it, luckily after weeks of boxing they finally accepted but they are a terrible company.
My place of work has changed its place of address countless times Luqa/Marsa/Luqa/Marsa/Luqa… Currently we’re Luqa with an MRS postcode!! So there can be confusion. Also note that whatever the DHL website says, once it’s in Malta, it’s Maltapost employees scanning the parcels and submitting the info.
I honestly feel the need to speak up about MaltaPost because my experience has been nothing short of embarrassing.
First of all, I’m one of the people who was actually called by MaltaPost and asked to remove posts I had written criticizing their service. That alone says a lot. Secondly, I fully agree with the idea that their standard procedure seems to be: lose the package first, then pretend they’ve done nothing wrong.
At the end of last year, they held my package from December 5th until January 16th. I called customer support every single day, and every single operator gave me a completely different answer. Eventually, I went there in person and was told they would “open an investigation”.
Funny part? They didn’t ask for my name. They didn’t ask for the tracking number. Nothing. Yeah sure, I’d really love to know how that investigation was opened.
And then there’s what happened just recently. I ordered a package from within Malta to be delivered to my locker. Not only did MaltaPost charge me €3.50 in “customs fees” (again: the package was sent from Malta), but they never sent me the locker code.
The company I ordered from confirmed that the package had been delivered to Nick from customer support at the Qormi office, with photo proof and a signature.
So the next day I go there in person. Guess who was at the counter? Nick.
Guess who had absolutely no idea where my package was? Also Nick.
Guess who told me the company must be mistaken because “he doesn’t have the authority to receive packages”? Yep, until I showed him the delivery receipt with his name, his signature, and his face.
This is beyond incompetence. It’s genuinely embarrassing. I honestly have no words left for this service.