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Great Service. Delivered Within Expected Date
Order a set of pans from USA and it was delivered within the time frame. Yes, it’s a bit expensive but it’s a great service when you can’t find what you want here in AU.
Will never use this service again
Sent a package to my shipment address, a week later nothing was in "My packages". Used the "find my package" on the shopmate website could not find my FedEx consignment note. Sent 3 emails to the email address Austpost provided and no response. Finally called Aust Post after a week and gave them the FedEx number. Person on other end of phone "found" my package and assigned it to "My Packages". They told me my package has been not been address properly which wasn't the case. Two days later I paid the shipping which was more than the calculated (...approx) shipping charged. 3 Days after payment the package update is "It's Being Prepared" even thought I received a confirmation invoice it's on its way. The tracking on the website only happens once it arrived in australia - so from the US facility, to the US airport to the Airport in Australia - NO TRACKING UPDATEs. Also the time line quoted to receive is now longer because of shortage of space on the aircraft. that is not what was quoted before I sent the package. This is by far the worst experience for a freight company ever. Australia post have absolutely failed in their mission statement ... ie "delivery of stuff" - I would not consider using this service.
An extremely poor service. Did not get my items. Use UPS instead.
An absolutely appalling service. I had products (Sodastream packaged mixes) mailed to my USA box. They were taken by a staff member. When I lodged an enquiry as to where my item was, the item suddenly appeared as confiscated due not allowed. I followed the link on the Australia Post website that states packaged soft drinks were allowable. They then claimed it was a food item and tried to charge me extra for disposal in order to protect the employee that took the item.
False advertising, fraudulent and a total waste of time and money. I will never trust this woeful and incompetent organisation with anything again.
Ordered the same product and had the item delivered by UPS with no issues at all.
What a joke, I'm cancelling my account.
I was hopeful that Shopmate would be the service that I needed to forward parcels from America, I was sorely mistaken. I had two packages that I was trying to ship, firstly the cost of shipping is ridiculous, they don't have a streamlined system in place everything seems to be handled through emails ( we don't live in the '90s anymore ), they will ask you to provided invoices for each product and give you the run-around. If you don't provide the invoice they will charge you $55 on top of everything else. One of the items was Soda Syrup and was marked as "Prohibited or Restricted" what a joke this is, I'm now out of pocket over $100. this will be my first and last time that I use the Shopmate service. Stay away!
I’d like to give ZERO stars
I ordered clothing from USA which were delivered to my shopmate address in early February. They never write to me saying they’d arrived, I had to chase them up twice. Now they say they’ve shipped but haven’t offered any tracking. Terrible service.
Repeat earlier reviews! Rubbish!
Three small parcels from US. Paid ShopMate March 5, received email March 6 they are "on the way", AustPost tracking advises "still being prepared" and now March 19. Today ShopMate site not accessible. Lodged complaints with AustPost.
Not ideal. Delays expected but no tracking at all?
UPDATE: my package arrived on the 9th of April. It arrived in good condition and was about 9 days late (which i didn't mind too much). There was a huge almost 3 week delay in tracking which had me worried, something i hope that Shopmate can improve on.
It's a bit jarring to pay near $200 on shipping costs but receive literally no tracking updates after it has arrived to the shopmate facility two weeks ago. I know the package h...as arrived and been processed at the US facility, and I've been told 'your parcel has been shipped to you', but nothing else. I have no idea where it is, if it's in the US still, on a boat, on a plane, in Australia, in the Suez Canal, at the bottom of the sea. Who knows? The tracking number has been stuck on pending for 11 days (as of writing). Again, shipping delays are expected during this time but that's not the entire problem. I have NO idea where the parcel is, and for almost $200 in shipping fees i was hoping to get a bit more information. Literally just want to know if it's in transit or in customs. UPDATE: ended up getting a tracking update on the 5th of April, almost 3 weeks after the previous update. The problem seems to be a massive wait in customs in which no scans can occur. I recommend to the ShopMate team that this is at least conveyed to the customers (via tracking) so that they at least know WHERE the holdup is.
Ive ordered multiple items via the Shopmate service to Perth WA. On all occassions the package arrived significantly late. It takes 3 weeks or so to clear customs and then another 8+ days to get to Perth. On top of that, the service is extremely expensive.
I now use MyUS who ship via Fedex for the same price, and the item arrives in 3-5 days.
I don't recommend using Shopmate.
Just awful. I can't believe I used this service without checking the reviews.
- No dynamic views on their website - i.e., their website is tiny and near-impossible to scroll on a mobile phone
- Website not equipped with basic prefill automation options that are extremely commonplace and simple to implement
- Minimum cost is extremely high; the entire cost is extremely high
- Weird fees that don't seem to accord with the service
Source: I have used this service twice.
Unacceptable late in delivery and poor update provided by Shopmate staff
Bought goods from USA. On the 5th March, it said it’s shipped but my post app still saying it’s being prepared. Rang every week and Shopmate staff said it’s in transit. I would like to ask which airplane did Auspost use that would take 14 days in the air?!!!!! I rang today (17th March), and the staff now told me that my goods is still in warehouse in US?!!!! I hope I will receive my goods in the end and would never use it again. Absolutely rubbish service.
Horrific service - I’m glad it’s being shut down
I have paid a fortune for two items to be shipped from the USA. Three weeks after they’ve allegedly ‘left the US warehouse’, I have no packages, no shipping updates and AusPost have no clue where they are. So incredibly disappointed. Avoid this service, it’s pathetic and AusPost should be thinking hard about being associated with it.
Too slow, bad communication, too expensive
As per the title - I've used the service twice now. It takes days from receipt fo the parcels to be logged.
They don't reply to emails.
Comparatively, it's more expensive.
The tracking info the provide doesn't match to the parcels.
It just sucks.
- Verified customer
Expensive! and difficult interface for the non tech savvy
I had parcels from Amazon USA, to be shipped through Shopmate.
• Shopmate sent me an email with numbers that did not correspond to the amazon numbers so I had to wade through pages of emails and invoices to find the articles - well, two, one of which seemed to be from mid last year!
• Having located a couple of items that may have been the ones, I had to go to the Amazon website, find details, try (and fail) to copy and paste to the Shopmate website and finally, with one package, I at least got to the costs of shipping page.
• Here I found tha...
Worst of the worst and so expensive
Sending a little parcel or a kitchen pan with spatula got held up because it was Beachwood. Treated, food grade from a reputable dealer they still delayed it. Shipping cost $87
Exactly as described
Contrary to the negative reviews, I found armed with the packing dimensions and sell price my 2 packages came in a little under the estimated costs - tick, packages were booked in within one day of arriving in Portland - tick. I immediately declared and payed. Packages arrived in Melbourne within the 3 day arrival estimate - tick. My only complaint is the lack of info regarding receipt of my merchant invoices and that there was no scans once consignment was raised to Australia, scanning only picked up once arrived at customs. Overall excellent service.
I wish I read up reviews before using their service :(
Absolute SCAMMERS. Just please use literally any other company! They sting you with so many charges and fees you end up paying a lot for a tiny little parcel. As well as being extremely deceitful and sneaky with their charges, they also waste your time. It took 4 months to get my parcel sorted and shipped to me even though I am still yet to receive it.
- Verified customer
For a small item my whole experience was as smooth as clockwork.
I needed a small item (a prescription insert for sports sunglasses) from a supplier in the US who did not ship to Aust. The item took 9 calendar days to get to the Shopmate warehouse in the US. It then took a further 15 calendar days to get to me in central Australia. Based on my experience with other international orders, this was very timely. The shopmate fee was AU$40 which was also very reasonable. I'd read a lot of the negative reviews here, but still decided to give Shopmate a go, and I'm very satisfied with the result.
- Verified customer
Shopmate lost an expensive parcel, had very poor customer service - definitely would not recommend
TL;DR: Shopmate lost my expensive parcel, had pretty rubbish customer service (apart from one fantastic team member), and I am now $900 out of pocket because they limit their insurance, despite being told that I would not be out of pocket.
We have generally had good experiences with Australia Post, and know our local delivery guy by name, so we went with Shopmate when we wanted to buy something that was only available in the US. It was a very bad decision - the service has been terrible, they lost the item, they took a very long time to bothe...r to start looking for it, they gave me incorrect information a number of times, I had to chase them repeatedly to get them to do anything, they limited the amount they would cover despite telling me that I would not be out of pocket, and I am now $900 out of pocket. It was my first experience with Shopmate, and will obviously be my last. For those who don't know, Shopmate is a service where they have a warehouse in the US. If you need to buy something that is only available in the US and will only ship to US addresses, then you can give them a US postal address, which is the Shopmate warehouse. Shopmate then arranges clearance through US customs, ships it to Australia, and then helps arrange clearance through Australian customs, before delivering the parcel via the usual Australian domestic Australia Post network. My wife wanted to buy me something special for my birthday, so we used Shopmate. The US seller sent it to the warehouse, all good so far. Once at the US warehouse, I was sent paperwork to fill in, which was a bit confusing. Here was my first mistake. Because I'd bought the item via PayPal, the Shopmate site indicated that you should only include certain things in the cost of the item. You have to enter the amount that the parcel is worth into the Shopmate website for things like customs, valuing insurance, etc. You only get one go at this - they don't let you edit it if you make a mistake. So I asked about the PayPal fees, and was told not to include them, but I would argue that it's a bit deceptive, because clearly the PayPal fees are part of what you paid for the item. This is important because if the item is lost, they won't compensate for anything that's not included in the item amount.
Great service for small/medium parcels
I've done 3 orders in the past year and every time the shipping has been faster than estimated and never had any issues. Follow the instructions, pay the fee, send the invoice and follow australia post guidelines to what can and can't be shipped as well as package sizes and you won't have any issues. I haven't used any other service as I send to a parcel locker, but in my experience, good as gold!
Use literally any other service. Appalling customer service, terrible interface, very slow
When my parcel arrived at their warehouse they updated my account to say it was "prohibited" and I should email for more information. I emailed repeatedly for weeks and received no response. At one point I even received notification that they had closed my case and to give them feedback even though they never responded. Finally I called and was on hold for half an hour before I could speak to someone. I was told I had to agree to risk customs charges due to parcel containing wood components.
The same parcel was then updated to the status of "o...versized" and that again I had to email them! Multiple emails were ignored before finally someone responded with a copy-paste of my options, which were to pay them to discard the parcel, return it, or send it to another US address. It exceeded their 105cm limit by 12cm. Unbelievable that their process for dealing with these problems is to request you to email. Especially when they simply ignore emails. They could so easily email your options to you automatically or build this into their interface under your account. Also ridiculous that they have no ability to process oversized parcels (which other parcel forwarding services do) and this is not clear prior to using the service. They market themselves as being so simple and easy. I ended up getting them to send my parcel to a competing service (planet express - seems to be the best alternative that I can find). This cost me $30. They then said I had to email a merchant invoice within 48 hours or risk an additional charge of $55. I provided the invoice immediately and a week later have not heard back. They have still not sent my parcel. To date this entire process has taken 41 days and still no resolution. Do not waste your time with these people. The customer service is virtually non-existent. The process is clunky. Many alternatives are superior in every respect. I will be using planet express from now on. When I emailed planet express to confirm they could process my parcel I received a response within minutes (versus weeks of ignored emails from australia post). When you log in to planet express they have a very detailed interface, easy to do everything you need to, and very affordable.
Questions & Answers
I would like to bring Hearing Aids into Australia.
These have not been registered in Australia so the company cannot send them directly to Australia.
Can I have them sent to an address in USA and then sent to Australia.
Norm Mac Leod
That's a tough one Norm,
You can find a list of things that can't be sent via Shopmate here http://auspo.st/119MVte so you might want to check with the manufacturer/seller whether they would be permissible against those guidelines before buying.
Is there a way to get information about oversized package ie. the dimensions of my parcel as I am sure there is a mistake at your end.
Could you let me know a bit more detail about the situation? Are you referring to a parcel you've posted or one you are waiting for?
We don't record the dimensions of a parcel so it would need to be measured by the recipient to confirm the dimensions. Please share the tracking number and a bit more detail about the situation so I can see how I can best assist.
Don't use Aus Post suzanne.mazy1 Use a courier I have had 3 orders returned to sender (1 twice) in 2 days saying I refused to accept delivery THERE WAS NO ATTEMT TO DELIVER AT ALL I lodged a case with Aus Post but was told "we can't do anything about the goods That is up to the seller to fix the problem" Um sorry? Aus Post stuffed up Not the seller It's called "passing the buck"
Hi I received an email from Shopmate telling me that you are unable to process my package as it is oversized / overweight for shipment. I guess it’s sitting in your overseas warehouse. What I have ordered has been sent through shopmate before, and this quantity is far less and weighs 1.8kg.
Tracking no: C12073105704100
My package from my forwarding address in the US has said “it’s being prepared” since Dec 7, it is now Dec 11! This is a Christmas present and the tracking says est. arrival Dec 15!! That’s not going to happy if it hasn’t even left the US yet! Can you please tell me if it has in fact left the US yet? (It says packages will be shipped within 3 business days!)
My tracking is: 00093493040003950054
Being prepared means we haven't got the parcel yet so if that's the case, best to always follow up with your sender directly, especially if they are shipping it to Australia using some other forwarding or logistics company.
Looks like 00093493040003950054 has now actually been posted with us on Saturday though so will now be in transit to you though the post. The tracking indicates it was posted with us up in Sydney and it looks like you're in Victoria. Parcels travelling that distance are currently estimated to take up to around a week so I'd expect this to reach you by early next week if not earlier.
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