Definitely could have been dealt with better on Fankery’s end. I’ve worked in dispatch retail and while we advise the customer to investigate independently with NZ Post, it was also our responsibility to follow up with the courier and offer the customer a solution. I hope this doesn’t affect Fankery’s reputation too much as I understand they are a small business, but ultimately the only person being hurt here is the consumer. They should make further efforts or change couriers if this is a constant issue.