I went to Broadway branch to send the parcel on Friday 18/6/2021at lunch time (12.45 pm). As expected this is a busy post office and I waited for about 25 minutes to get to the counter. Once at the counter I asked to send the parcel which weighted 2.01kg. I asked if I still qualify to send the parcel for under 2 kilo as I was only 10grams over to which the lady at the counter said no and that I had to pay more as the parcel weight is over. Following this I asked to speak to the manager in order to get a proper explanation as to why and to see if she can help me in any way. Well I shouldn't have bothered. In about two minutes the manager barged through the door (lady in her fifties with red hair in a pony tail, as she was not wearing a name badge I can not identify her without the description). Without acknowledging me in any way, without any eye contact she started to bark at the lady who was serving me: what am I suppose to do, the weight is what it is, if the customs reweigh it there it is a problem at my hands and back and forth... At no point she tried to speak to me or explain anything to me. Then she just turned and went away through the same door and left me standing there in quite a disbelief. The lady serving me was nice, professional and explained it to me afterwards (how does the system works and how long it's the parcel going to take). At the end I have found the solution myself by repacking the parcel into a satchel hence reducing the weight and managed to send the parcel. The lady working at the counter tried her best, however, this still does not excuse the behaviour of her manager which left me shocked and feeling mistreated. I was never ever treated this way especially by the manager who is supposed to be trained to deal with the customers and trouble shooting. Going forward I will avoid this branch like a plague and make sure I sent my parcels through different providers (of which there is plenty around Sydney). There is no way Australia Post employees should get away with the treatment like this especially those ones in the managerial positions who should know better.

Poor customer services and unprofessional!! I went to Australia Post in Australia Square for the passport renewal. It was at 2.30pm during the weekday and the queue was long. I was asked to line in the Q even though I had an appointment. The women* behind the counter constantly had loud voice to customers. Clearly, they don’t like their jobs in customer services. When I approached the counter, I was told my passport photo didn’t met the guidelines. The photo was taken by Australia Post a couple of weeks ago. I was told to retake the photos in which my chin and head have to be within 36mm in a 35x45mm portrait shot. My head shot was 1mm above the guideline. It wasn’t even my fault as I stayed in front of the camera when they took my photos. I retook the photos and came back the next day. Again at Australia Post in Australia Square, another woman* was throwing questions like interrogating me. She then glued my photo on the document and go ahead cutting my existing passport without telling me. I was shocked as my passport wasn’t expired until 7.5 months later. She didn’t ask if I will need my passport for traveling until I receive my new passport. She didn’t even advise when I expect to receive my new passport. While I was standing at the counter waiting for her to complete the process, another customer came in to apply for his passport. I overheard their conversation that his photos didn’t meet the guild line neither. Without asking my consent, she grabbed my passport paper with my photo and showed to another customer. The passport paper has all my personal details on it. I stayed calm and observed her behavior. She didn’t acknowledge that I was standing there looking at her presenting my personal details including full name, date of birth, and some other sensitive information to a complete stranger. Obviously the customer officer understands nothing about customer privacy which is disappointing. *name not to mention

He does not have a name tag, he is an Asian older man (maybe chinese around 55-70). I would not bother to write this feedback / review if I don't have to come back here again, but I need to send parcel regularly here and I do not wish to encounter this again and this staff member seriously needed his job to re-evaluate by the management. I've been to this post office many times and visit regularly, a new staff worked here and while waiting in line I noticed he was quite unfriendly with other customers before me. I wasn't really sure since I can't hear their conversation but you can just tell his expression was awful and unhappy the whole time, then it was my turn to speak to him. All I wanted was to send a regular parcel within Australia and requested him to email me the digital receipt. I've done this before with other staff here and they always okay with this, but I usually prefer to use Kiosk as I am able to request a digital receipt myself, but due to the pandemic now all three of the kiosk were unavailable. I tried to make the transaction as easy as possible for the staff member that was assisted me yesterday, I waited him to check the weight and use his computer to do whatever he needed to do, just about only less than 30 -40 seconds later, he told me to pay and I asked him if he could email me the receipt, he snapped and told me, this is exactly what he said: " you should have told me this earlier" in a very angry tone, then he took my email and probably redo the whole thing again, which took less than 30 seconds. He was angry that he wasted less than a minute on me? And who would say something like that to a customer? I really prefer to use Kioask if I can next time to avoid such a service for the simplest transaction.

Hope people who read reviews take the overall score with a grain of salt - disgruntled customers are more likely to leave a review (at all) compared to others who've had decent/nice experiences. Think this: Urgh that was a horrible experience, I'll most definitely warn everyone else with a review; VS hmm that wasn't too bad (leaves no review). My overall experience was pleasant. Arrived at 4:45PM on a Monday afternoon, got in line (long, extends all the way outside the PO). Admittedly the shop size is quite a bit smaller than expected capacity, but people got in and out pretty quickly IMO so it wasn't too bad. There was a representative going over the line to see if anyone had bigger loads that would've needed more help/time - if yes they're expedited and served first - thumbs up. Didn't encounter the "grumpy lady" most reviews were on about, but the lady who served me was incredibly polite and nice. She greeted me upon arrival + before I left, and also apologized on behalf of Auspost when found that my postman had used the wrong pick-up card (sent me to the wrong PO). A couple of people in line were unhappy with the long wait - but they should be understanding that the staff is trying their best to serve us. TLDR: Long line, busy hour - great service and polite staff.

If this wasn't the closest post office from my workplace, I would not go back here. The service over the counter was barely adequate at best, however my experience today was even more horrifying. I went to post two packages and although there was no one in the queue, other than a customer being serviced, I was told to use the machine to mail my parcels. She then proceeded with putting my parcels through the system and it felt to me like she was doing it under sufferance. When the process was completed, she then shoved the parcels into the 'drop off' box. However, it won't close and she simply just forced push the door and resulted in my parcel being crushed. I had to re-open the door and re organise the parcels so that they can be accommodated. I know how the Aus Post treats the parcel (most of the time with no care), however to do that in front of a customer without any regards to the parcel and its content is just pure terrible. No apologies whatsoever. I think the customer service is poor and the way the parcels are treated in those automated machines are just plain awful. I hope that they would at least empty the collection box regularly rather than simply forcing the door to the collection box to close, crushing parcels with it. A very disappointing experience.

Negative star if I can, this post office deserve no star. The staffs working in this post office are extremely unhappy with their job and should be forbidden to work and serve the public. I was in this post office for about 20 mins using the self-service kiosk(domestic parcels) + over the counter(International parcel). I observed this guy working at the self-service kiosk, he pick the customers he like, his miserable expression changed to a huge smile and laugh with joy in literally 2 seconds when he saw someone that dress nicely(usually girls), as for customer that less confident, speak softly, not attractive or even guys, he would arrogantly answer their question and got very very defensive when they ask more question, he make customer feels like they are uneducated and should know everything before going to the post office and every question is a stupid question. His acted like he is busy and speak quickly like his time is precious but all he had to do is assist how to use kiosk, answer some question which is extremely rare, removed parcels when it full to inside the post office. I hope Broadway Post Office read this review, have a staff meeting with him and re-evaluate his job performance.

Terrible service and incompetent, rude staff. Every time I have to collect a parcel at this post office I need to wait in line for at least 20 mins. They are so slow. Today this gentleman in the queue in front of me was having trouble with a lost parcel. The one staff member helping him refused to call another one of her colleagues to help the rest of the customers queuing up while she assisted him. Instead she just held up the queue for over 30 mins and told us we needed to wait longer. Some customers in the queue just gave up and left. Eventually this other staff member came out and said it will take longer and we should go into the main post office cause ‘maybe we might be lucky and get to be served there’. The queue in the main office was spilling out of the door. There were at least 20 people lining up. Completely understaffed and terrible service. When I complained that it was unacceptable and ridiculous to be told we ‘might be lucky to be served’, I was told ‘well you should try working here’. In seems the staff are unhappy and frustrated and taking it out on customers. Australia Post management really needs to sort out this branch and hire more staff.

A staff, he was the worst. I was here to just collect my parcel or ask if it was arrived already. I was not here to blame them obviously. I asked a staff like "I think my parcel might have been delivered here, I haven't received any notice about it though" because my shopping site tracking said so, The staff said "why do you think so?" "Are you sure you didn't pick it up?" "Someone might have taken it" he didn't have to say those words before checking my parcel. That's why I had to say to him why I came here with a bit strong tone again, then he finally started to look for my delivery. After all, it turned out that my delivery had been arrived long time ago and they returned to the sender already. I had no idea who the sender was because the shopping site didn't mention about it, so I asked him. But he said "we don't know and that's what you have to find out by yourself" But wait, YOU GUYS DID RETURN IT TO THE SENDER! Again, he unwillingly brought some paper with the sender information on it. A big Asian man, that's how you do it.

after several time visiting Broadway Post office and having a same impression from the old lady at pickup parcel i decided to just come in here to see if other people have had similar experience, now as i reading other people opinion i can clearly say that this person not enjoying what she does for living , it is the shame that people like this have to be the one dealing directly with customers , i did work at coles few years and know everyone may have a good and bad days but if that was the case it wouldn't be repeated , i deeply hope that someone somewhere do something about this and if i see the changes i would be more than happy to come again and appreciate that . im sure Australia Post will take matter like this serious and will look up the security cameras to find out what people are talking about .

Incompetent people working in there. I went to collect my girlfriend's parcel and one of the staff was insisting that they needed a physical ID to collect the parcel for privacy. I didn’t have one with me so I used the driver's license from the NSW SERVICE Afterwards, I showed it to her and magically she started to proceed with my request. Later on, I asked her if they need a physical one, and she said yes. After I have pointed out to her that what I was showing to her was my digital driver license and not physical one she recognised that she was wrong despite she was insisting to have the physical one. The digital driver license it’s recognised in all NSW included the police forces, so please do your research or train your staff properly because I literally wasted 20 min of my life for her negligence.

Had a weird experience here when I needed to do a property transfer form. Post office doesn’t actually give you these Australia Post forms, even though they’re the ones producing and processing them. Manager told me to go outside of the Broadway complex, and walk across the road and up a block to a student print shop where I could download and print the form I needed. Post office wouldn’t print me one. Manager then said “yeah it sucks that they don’t have a print shop within the complex”. Nope - what sucks is that your post office doesn’t have the Australia Post forms I need, and that you make me run in circles rather than just having some on hand.

I went to this post office recently to lodge an express post item. I had already paid for the parcel and for a SIgnature on delivery from another post office. The woman couldn't work out how to scan it and add insurance. Then she had to put a new signature on deliver sticker, but could not work out how to refund the signature on delivery that I had already paid for!! I had to absorb the cost of a new signature on delivery. She couldn't/wouldn't ask anyone for help, didn't know how to use the computer to do the refund. Never returning again. If I could give less than 1 star, I would.

Today was the first time i came here to collect a parcel for work.. It was a little busy but nothing to stress about. I was next in line and then a worker who was indian decent had said "next please" as a walked over I mentioned that I needed to pick up the parcel.. he yelled at me and said "NEXT TIME YOU NEED TO GO TO THE BACK TO COLLECT THE PARCELS AND YOU HAVE CAUSE ALL THIS DELAY" wow I was shocked as I have never experienced this unacceptable behavior, i'm disgusted.. AUSPOST really needs to reevaluate there staff members, I will call to make a formal complaint.

I have a parcel collect address with this post office and the lady who works at parcel collection section (during business hours usually about 10am) of the post office is by far the least friendly person I have ever come across in a customer service role. I have been there a number of times over the past few weeks and she hasn't said a word to me. Not even a "Hi" or "bye". They need to find someone who has an ounce of customer service ability or train this lady to smile and speak to customers when they are there. It's a shocking impression for a company to have.

I read the reviews and when I went to the post office I was expecting a bunch of grumpy rude people. But, I was lucky I guess. I went Saturday morning first thing as it opened. There were plenty of operators to serve us. There was a slight glitch in identifying my package as Optus failed to provide proper instructions and information. The guy who served me went out of his way to find it. I also needed to go back home to get some paperwork that Optus failed to tell me I needed for pick up. In all, I was given very good service.

Just drop a parcel, the store manager he claim his name is mike, refuse to take parcel because of it size, it is suite case, Australia Post delivered few days ago. He said it is too big, cannot take anything over 1m, but suite case only 81cm, he change to 140cm, ask for a guide what size he can take, refuse to provide. He ask me to leave, keep asking my name, threat I am too afraid to tell him my name, what kind of staff is this, is he real a store manager? How Australia Post hire people like this, worst experience ever.

their electronic parcel lodge system requires a staff member to come over and finish the process, so a staff member came over, looked at me, wordlessly typed a code onto the screen, took the package from my hand, and walk away from me, beyond the counter, and disappeared out the back. therefore, customer service isn't the greatest. the individuals you collect parcels from are also quite unfriendly. nonetheless, the self serve computer system is quite helpful and quick if you just need to lodge a parcel!

Its really a pain to have to pick up my parcel at Australia Post at the Broadway Shopping Centre branch. The lady who is usually at the parcel pick up window (she is mid age, dark long hair) has always almost never had a happy face on her. Also, her language is never friendly, sound hostile and doesnt feel like she wants to do the service at all. It has always been unpleasant experience to pick up my parcel if it was her in the service window. A little bit of friendliness doesnt cost her anything.

Check all other customers commented here, i just want to add to it, I always received the worst service here. Nobody is happy with this branch. We don’t talk or request a lot of service here, just sending letters or picking up parcels. But surprisingly, the staff always give us stress within that short time period. They’ve got talent to provide bad customer services and, for sure they know how to use their talents. Because i can feel they are trying their “best” to make their customers “unhappy”.

Very poor customer service!!! The delivery address is our shop which opens 7 days a week, still left us a card request pick up, and when I brought my ID and my partner’s ID(receiver) and the pick up card to the store, they still require a signature from my partner, the way they spoke was very rude and impatient with a very unpleasant tone, sounds like I did something horrible, and the staff shut the service window very quickly!! Poor poor poor service! Very disappointed with Australia post!!

I have been posting more items recently due to my girlfriend overseas and the interactions are more of a 'hit and miss'. Mostly the services are what you expect a post office would provide but this one time they ran out of envelopes for mail. That puzzled me because envelopes have basically an indefinite shelf life and it bothered me because I needed to send the parcel urgently. Verdict: the services are usually satisfactory while you could encounter terrible service from time to time.

You always hope your local provider of anything - products, services, pastries etc - will be good. Appropriately warm, efficient, and effective at carrying out their work. Australia Post gets a bad wrap in their busier locations because at peak times customers are greater than capacity. In my experience the Broadway crew have only ever been fast at what they do, pleasant in our dealings, and solution-oriented when problems arise. What else could you ask from a post office?

Bit of a wait, which is cool. I did need a pen to write something so I asked an attendant who told me to purchase a pen if I needed one. I went to look for a pen to buy and it became apparent that there was none. I approached the attendant to inform him and instead of offering a solution he told me to go speak to the manager if I had a problem. How about replenishing the pens buddy? Why the heck should the manager have to deal with such a small issue?

To the short, old looking Chinese lady with the ponytail working today who slammed the window on two different customers face waiting to collect their parcel, who after waiting twenty minutes to be served told me to move to the back of the middle line to wait another twenty minutes. You are the rudest, most disgusting customer service employee I have ever encountered. Go do something away from interacting with people you despicable human being.

Sadly this office is under staffed and specially on Saturdays the queues going at least for 20 people in any given time. One of the reasons is because the posties keep returning packages to this office without trying to deliver the parcels. In the last months I have been in this office at least 4 times for parcels a small as an envelope that they couldn’t delivered. Total waste of time, paying for a service not given. It must be a better way.

Had a microwave sitting there for 2 weeks ordered and paid for from the good guys. The good guys said it was on its way yesterday,. Today a lady from this post office rang me and said that it would be sent back to the warehouse Tommorrow if I didn't pick it up. I didnt even know it was there. I can't pick it up, as do not have a car, that is why I ordered it on line. The Good Guys are just as incompetent. Good luck with either of them .

I would like to thank the lady in blue-striped shirt and medium blond hair at the collection point today (Dec 5, 2023). She took the time to find my parcel which I had been waiting for almost a month. Glad that I met her today. I've been there three times already, and each time, one staff (the same one every time) just told me she would find my parcel later and promised to reach out if they found it. But I never got contacted.

Depending on who’s working and what time of the day it is, the customer service experience can be very much hit or miss. I understand that some customers can be particularly nasty, but I don’t think it’s at all unreasonable to ask for pens to be readily available for those who buy parcel boxes and envelopes to mail things out. It certainly doesn’t call for customers to be fobbed off and dismissed with blatant disregard.

worst place to take your passport photo. Their monitor doesn't even rotate for you to see what photo they took. If you tell them the photo is just really bad they never try to take another photo and push you that photo is perfect. When you come back home check the photo in your email you see what a disaster is your photo and it is going to be used on your 10years passport !!! I wish I could give them negative stars.

Very rude staff at the parcel collection counter. ( next to those PO Box). I attempted to ask her name so I can log a complain, she just refused providing me her name. Again the delivery guy always just drop the card and we need to go back to the post office next day to collect the parcel, we work from home and we are always at home, what a joke! They only deserve charge half price of delivery fee!

I clearly ask the staff, (older indian lady) to email me invoices, I even gave her my email address. She noted and I didn't receive any, there are multiple tracking now I need to enter manually. Like how hard can it be to follow simple instuction. I've done this so many times and always gets my digital invoice and this lady always screw up. Waste of time trying to explain simplest thing to her.

Not gotta lie the parcel pick up counter lady is pretty rude, asked for my ID and rolled me her eyes in front of me, so what’s wrong with the drivers license from Western Australia? Why am I being treated differently and not nicely at all On a side note they can’t seem to find my parcel for 10+ minutes and told me to come back the next day, pretty incompetent in my honest opinion.

I ordered 3 packages to my home and no card was left. 2 of those times I was home all day & there was no knock. I don't think they bothered trying to deliver the packages at all. After the 2nd time I contacted auspost and their service rep said it shouldn't happen again. It happened a 3rd time and I gave up and started getting packages delivered to my work instead. Very poor service.

Staff have no idea what they are doing doing also the other day one staff told me to come back after 2 hours after sending an awaiting collection pickup email. Today one staff was showing another staff who I am as I raised a compliant so now there doing show and tell instead of actually providing customer service and giving people their parcels .

Broadway is my local post office and I find that the staff is more than helpful with all my enquiries. Whenever I line up, I get asked if I'm collecting a parcel or sending an item. The gentlemen there directs me to the correct area so that I'm not lining up for no reason at all. At the counter, the staff are more than helpful with my enquiries.

This store was VERY busy but they had all the counters filled and a guy walking the line to see if he could help people faster. I had to wait quite a while but the place was packed with customers and staff are doing their best so can’t be blamed for that. When I did get served by the guy walking the line he was really helpful and friendly.

simply the best post office team you will every come across, polite, helpful they all go out of their way to help and even a parcel pick up service at the side of the Broadway store from,, can you believe it 6:30Am to 4:30am !!! take a coffee for the poor thing if you call in early ! a real asset to the Broadway community

I would rate it negative if possible. On 31st January 2018, I went to receive my parcel. The lady with black hair is so rude! She has no customer service. I often come here and I always say hello, but she never says hello back. She looked like she never cares about her job & the customer. Really poor service.

I find the employees trying to help in any circumstances. I got Morris and Angela's name who always go out fo their ways to help. It gets busy at this post office but the employees try to be efficient and help people a lot. Parcel pick up has been great too. Thank you for always being friendly and helpful.

The office is really busy and they could not find my package. But Olive, an employee of this office, kept my number and was looking for my parcel. When she found it he called me because she wanted to take care of it personally. She shows commitment to the customer and her work. Very polite and friendly.

The staff was very helpful and showed me ALL of the postage options and explained to me what delivery services each of the prices include. He asked me for my email address to track the parcel. I really appreciated that and just needed that service to help me select the delivery option. Well done guys!

got mansplained by the guy at the counter that I was at the wrong post office for my parcel locker as “the address is glebe and this is broadway”. surely staff should know the shops address?? also when I asked if my parcel would ever get delivered he just said “probably not” :))) so rip to my parcel

Big thanks to a Trainee person that was on the afternoon shift on Monday this week! She is the most helpful person I have ever deal with in a Australia Post office. She helped me with my questions and parcels, very diligent person, polite and patience despite my multiple request. THANKS!

I have been going to this post office for years, always found the service good and staff helpful and responsive (including the guy in the suit). Not long ago I accidently dropped my wallet there, it was kept for me to pick up the next day (all cash and cards intact)...thank you!

Great service and lovely staff - this is my go-to post office. Of course it'll be busy during peak hours... Broadway is a busy centre! But if you are able to plan ahead and get the timing right, it's great. I also like that the place is clean and relatively uncluttered.

I went there on Saturday to get passport photos thinking that by doing it at Australia post the photos would be perfect. Instead the photos turned out to be non compliant as they had shadows and my daughters hair was cut off. Incompetent staff. Do not go there.

4 hours chasing down a package which happens to be medication. 2 hours on hold and still can’t find the package. Australia Post are absolutely a joke and yet I have to pay them $35.00 to deliver my package … test they can’t find it and still don’t have it.

11.20 At around two o 'clock in the afternoon, the middle-aged female employee working at the counter on the far left was very rude, rolling her eyes several times at the guests, sounding impatient and impolite. It was a disappointing service

I was so happy and amazed about the man who worked at Self Service. He was willing to help everybody in the que and gave me excellent service. I heard his name is Morris. Thank you to the Broadway Post Office and keep the good work.

Have been using their service over the last 7 years . A wonderful team been offering us great service during pandemic chaos and lockdowns craziness. My hat off to the hardworking team members and the managers - thank you

Received a message from Australia Post... you can collect your parcel after 4pm 1/11. I get there at 4:30pm and ask for the parcel - Staff member refuses to look for it, says come back tomorrow. Rude and wasted my time.

No matter what time I come in, there’s always a queue. Today, I waited in line for 30min. There was 3 people behind the counter; 1 looking for a parcel and 2 assisting ONE customer. Not the most efficient place.

Generally a good experience, friendly and helpful staff. Wish they had better opening hours as there’s always a huge line out of the door, but other than the long wait, nothing bad to say

Came in with a package I needed sorted and sent. Megan was a huge help and I'm very happy with the service. I had to wait about 10 minutes in the queue on a Saturday but it was worth it.

The staff is friendly and provided a lot of effective help. Received long-lost heartwarming in the express industry. International freight is reasonably priced.

Great post office. Everyone goes out of their way to help. I go out of my way to use this post office. Even when busy the staff are friendly and helpful.

Old gentlemen at counter won’t process BPAY payment. Said only online. Don’t understand if he’s refusing service or has no clue. Please explain

Very friendly staff member. Helped me with my passport renewal in less than 10 minutes. Definately worth it to go in early.

Nice Asian man was helpful giving information on completing my passport even though it was after business hours

Marie is fantastic. She knows her stuff and is very helpful! Thank you Marie