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Business Profile

Mailing Services

Sendle Canada Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mailing Services.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:23/04/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am a personal seller ** ***** and used Sendle to ship * ******* **** ******** ******* to a buyer in the U.S. for $140 USD. As I typically do with single t-shirt orders, I shipped the item in a black or white poly mailer. The package was scanned, routed, and marked as delivered by Sendle.

    However, the buyer reached out immediately upon delivery and provided photographic evidence that he received a box filled with Lego pieces, not the shirt I shipped. The box had a Sendle label attached to it, which matched my tracking number, indicating that Sendle ****** *********** mishandled ** ******* ******** **** the shipment during transit.

    This is not a lost package scenario — the tracking shows the item as delivered, but what was delivered was not what I sent. The evidence clearly shows that the parcel was either repackaged or swapped entirely, ********* ** ******* ********** ** ********* ******** ********** ****** ********.

    Despite providing full evidence, Sendle refuses to offer more than their standard $100 CAD lost parcel coverage, which is insufficient and not applicable here. The package was not “lost” — ** *** ******** ****. Sendle owes both the customer and me a duty of care to ensure parcels are safely and accurately delivered. ** **** *********** ******** ** *** ***** ** ** ********* ****** ****** ** **** *********** ******* ******* ** ******** *********** * ** *** *** ************* **** **** ***** ********* * **** *** **** ***** * *** *** ****** ******* *** **** ***** *** ******** ***** ******* * ****** * ** *** ***** ******* *** * *** ********** ***** ** *** ******* ******** ******** *** ***** ******* ** ********* *** ************ ******* *** I have been left with no support, compensation, or recourse. ******** ******** *** ***** ** ************** *** *** ***** ** ******* *** *** **** **** ******.

    I am requesting full reimbursement for this loss *** ** *** ***** ********** *** ******* ** ******** ********* *** ******* ******** * ******* ***** *** ****

    Business Response

    Date: 03/06/2025

    In relation to the specific complaint you wrote to us about, we have reviewed our records over the last couple of days. Our records indicate that we settled the claim directly with the complainant on May 7, 2025, which we note pre-dates your Final Notice of Complaint referenced above.
     
    By way of additional information:
     
    The complainant booked a package with us on Apr 8, 2025
    Through the process of booking a package with us, each customer accepts our terms and conditions – ***** *** ** ***** **** ***************************************************************************
    The incorrect item was ultimately delivered to the complainant’s customer on Apr 23, 2005
    The complainant also raised a complaint with BBB on Apr 23, 2025
    The delivery fees were reimbursed on Apr 23, 2005
    The complainant submitted a claim to Sendle under the terms and conditions of our services on May 1, 2005
    The claim was approved on May 2, 2025
    The claim was updated as settled on May 7, 2025
    The claim amount was remitted to the complainant on May 15, 2025
     
    We make the following observations in relation to the complaint:
     
    Under clause 12.3 of our terms, our liability is limited to the cost of replacing the item up to $100 as well as the cost of delivery
    Furthermore, under clause 12.5 the terms, our liability excludes loss of profits as well as indirect, economic or consequential loss
    $140 USD is the sale price of the item, which includes profit – it is not reflective of the replacement cost to the seller
    The $15 USD ****** dispute fee and the $7 USD are indirect costs that are excluded under our terms
     
    Notwithstanding, according to the terms and conditions of our service to the complainant, our records indicate that we approved the customer claim for $100 CAD (on May 7, 2025) and refunded the cost of delivery (on Apr 23, 2025). On this basis, we have recorded the claim as settled.
     
    Could you kindly confirm with the complainant that the matter is closed?

Sendle Canada Inc is NOT a BBB Accredited Business.

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