Misleading Service Information: Post Office Denies Their Own Message About Label Delivery

I recently had a baffling experience with the Post Office’s parcel service that I think is worth sharing here. When I bought the service online, I was presented with a confirmation message that clearly stated: “You can print your own label for your parcel if you prefer, although the driver will bring a label if you don’t have the facility to print.” I trusted this information and didn’t print a label, since I was relying on the driver to bring it as the message suggested.

But here’s where it gets ridiculous: when I went to the Post Office, they refused to accept my parcel without a pre-printed label. I explained what the booking page said, but they just looked at me like I was crazy. So I went to the online customer service chat, thinking they’d understand the confusion and help me out.

Instead, they completely denied that this “driver will bring a label” option even exists! The customer service agent insisted that this is a “printer-required service,” and that it was on me to print the label. When I pointed out that their own system had displayed a message about the driver bringing the label, the agent (and later, the supervisor) just kept denying it, as if I was making it up.

To make matters worse, I later received an email that once again denied the message I’d seen, insisting that this service requires me to print my own label with no mention of the driver. If it’s truly a “printer-only service,” then they should remove this message from their website instead of misleading customers. It feels like they’re doubling down on contradicting their own system rather than acknowledging a mistake in their messaging or user interface.

Has anyone else dealt with this kind of mixed messaging? How can a company deny what’s clearly stated on their own site at the time of purchase? Any advice or shared experiences would be appreciated—I feel like I’ve just been given the runaround.