When shopping online goes wrong: How one delivery company has Australian customers seeing red

There's nothing quite like the anticipation of waiting for an online order to arrive. You've found the perfect item, clicked 'buy now', and now comes the exciting part—watching for that delivery notification. But what happens when your parcel seems to disappear into a black hole, leaving you frustrated and out of pocket?

This scenario has become all too familiar for thousands of Australian shoppers dealing with iMile, the delivery company now handling many Shein orders.

What started as isolated complaints has snowballed into a customer service crisis that's left many wondering if their online shopping days are numbered.

The numbers tell a troubling story

iMile currently holds a devastating 1.25 out of 5 stars from 629 customer reviews on Reviews.io, painting a picture of widespread dissatisfaction.

The complaints aren't just about minor delays—customers are reporting packages that vanish entirely, deliveries to wrong addresses, and customer service that seems to exist in name only.

One frustrated reviewer reported losing 'not one but three Shein deliveries', while others describe a pattern of 'address not known' notifications despite using addresses that have worked perfectly for years.

The scale of the problem becomes clear when you look at the broader picture. Over 3,517 people have already left reviews for iMile, with the vast majority sharing similar horror stories of delayed, lost, or misdelivered packages.

When deliveries become a safety concern

For many Australian seniors, the problems go beyond simple inconvenience. Several customers have reported deliveries arriving at inappropriate hours, including after 5-7pm when businesses are closed, and even as late as 10:30pm according to the original Daily Mail report.

These late-night deliveries raise legitimate safety concerns, particularly for older Australians who may feel vulnerable opening their doors to unexpected visitors after dark.

The unpredictable timing also means many people miss their deliveries entirely, leading to further delays and frustration.

Your rights as an Australian consumer

The good news? Australian consumers have robust protections when deliveries go wrong. Under the Australian Consumer Law, you have guaranteed rights when you buy products or services, and if a business doesn't meet these guarantees, they must offer you a solution—which may include repair, replacement, refund, or contract cancellation.

If you've paid for an item, the seller must supply it either within the timeframe indicated at purchase or within a 'reasonable' timeframe, which the ACCC describes as what most people would consider fair in the circumstances.

Importantly, these rights can't be taken away by anything a business says or does, including 'no refunds' signs or terms and conditions.

This means even if Shein or other retailers try to blame their courier service, they remain responsible for ensuring you receive what you've paid for.

Taking action when things go wrong

If your package hasn't arrived or has been delivered incorrectly, here's your step-by-step action plan:

Step 1: Contact the retailer first

If you have a problem with a product or service, your first step should be to contact the seller. Don't let them pass the buck to the courier company—under Australian Consumer Law, they're responsible for ensuring you receive your goods.

Step 2: Document everything

Keep records of your order confirmation, any tracking information, and all correspondence with the retailer. Screenshots of delivery notifications claiming 'wrong address' when your address is correct can be particularly valuable.

Step 3: Know your escalation options

If your issue is with the retailer or a courier other than Star Track, contact your state consumer protection agency. For Australia Post or Star Track issues, contact the Commonwealth Ombudsman.

Exploring alternatives

Given the ongoing issues with iMile, many seasoned online shoppers are reconsidering their purchasing habits. While Shein's low prices remain attractive, the frustration of unreliable deliveries may not be worth the savings.

Consider these alternatives:

• Local retailers with click-and-collect: Many Australian stores now offer online ordering with in-store pickup
  
• Retailers using Australia Post: Companies that still use Australia Post generally have more reliable tracking and customer service
  
• Buy in bulk: If you do order from retailers using problematic couriers, consider making fewer, larger orders to minimise potential issues

The bigger picture

This delivery debacle highlights a broader issue in online shopping—the race to offer the lowest prices often comes at the cost of service quality.

For retailers like Shein, switching from established services like Australia Post to cheaper alternatives might save money, but it's clearly costing them customer goodwill.

Some customers are calling for regulatory action, suggesting that courier companies operating without Australian headquarters shouldn't be allowed to 'abuse customers on an industrial scale'.

Moving forward

The iMile situation serves as a valuable reminder that the cheapest option isn't always the best value. When shopping online, particularly for gifts or time-sensitive items, it's worth considering not just the product price but the total cost of a potentially frustrating experience.

For now, if you're planning to shop with retailers that use iMile, prepare for potential delays and have backup plans for important purchases. Keep detailed records of your orders, and don't hesitate to exercise your consumer rights if things go wrong.

Have you experienced problems with iMile or other courier services? Share your story in the comments below—your experience might help fellow members avoid similar frustrations, or find solutions to delivery problems they're currently facing.