Australian Air Express

They delivered to wrong address – They delivered my parcel to the wrong address (a few blocks down) and the lady who received my parcel personally delivered it to me. If it wasn't for her kindness I would have never gotten my parcel at all with no explanation. Very unprofessional service as it is not difficult to READ the number on the parcel and on the building. Very disappointed and will let the ebay buyer know to never use this service again. Show details

Just as well I stopped and Looked – I buy a lot online I have a long driveway and the message is and has always been if nobody is home leave at the front door. Well today I'm up at my garbage bins and notice 2 yes 2 parcels left there by Air Express. Just as well I checked them because it rained not long after that. NOT HAPPY I know its Christmas but hey my front door is NOT a garbage bin 1km from my house.  Show details

Suck – Is is a terrible service, extremely slow and their drivers are quite rude. I really hope new players come into the market and provide a good service for a reasonable price.

Good service in remote places – Like fedex they use Auspost to deliver to more remote areas. I know and trust my local Auspost even if they don't deliver to my house. AAE just dumps all it's parcels at my post office and they just put a card in my p.o box and keep the parcel safe for me until I am in town. Which is much more helpful to me that sitting outside waiting for a… Read more

courier truck that never comes.

For where I live and how it integrates with Auspost makes it a good service. They leave the parcels with my friendly local Auspost for me to pick up at me leisure

Terrible service – Last time someone sent me something using this service it took over two weeks for me to find it, no over night service here. Another parcel was sent using overnight delivery it was sent from Sydney to Brisbane and is now in transit. We live in Mudgee . I paid for overnight delivery. Which night. We are still waiting. It takes forever to reach us. Last time it was just thrown into the back of the depot.

The Best – Well this mob have never let me down unlike the rest (as a receiver). Are they attached to Aust Post in some way? I seem to get stuff via the same service at times. I give them an excellent mainly because the others are so bad. Funny how most will only do a review for bad service :) Best I have had is overnight from Melbourne to Rockingham for an item ordered from PCCG. Quick and easy. Packages don't languish in an office.  Show reply

To Slow – Was a good service when it was aae , have been told star trak have taken over and dayly drop of time has gone from 9 - 10 am to late pm if i am lucky , used to get air bags from all over the country , time to find an alturnative

How's that! – Third attempt to get my package that arrived last friday. Courier employed by australian air express reporting he came when he did not(home all day friday until 3.45pm when nbn technicians left) , then he left depo when i attempted to pick up package. Waited all morning on the third go he could only give a vague time which was when i was not… Read more

available in the pm and yes i became very hostile towards the inefficient and un professional courier with the condescending attitude.. I just called to find out what time depo would be open and was told he has been instructed not to give me /and or deliver package. I informed him to send it back. I will tell the sender to send package by australia post. Courier depo is only 13klms from my home. Absolutly disgusting i should sue for the inconvience. I give one star for shipping nothing at all for courier service.

Spent the day witing for goods, never showed up!!! – Package 771699420279, on truck for delivery, never showed, no idea where my stuff is. No way of contact, 24 hour phone is only week days ond office hours, false statement on web pages. 06 Nov 2014 14:14 Sydney DFPC Picked Up from Sender 06 Nov 2014 23:56 Melbourne DFPC Arrived at StarTrack Location for processing 07 Nov 2014 06:26 Morwell … Read more

Received at StarTrack Location for processing

07 Nov 2014 07:16 Morwell Onboard with driver for delivery

time now 19.28 7/11/14

Avoid them like the plague – They deliver their card and make you pick up your order from the depot, even when you are home at the time, They refuse to call ahead, and express is something of a misnomer. It is easy to track your goods, but that hardly makes up for their generally poor service.

Rubbish – Tracking says on board with driver for delivery, never comes, and item is returned to depot constantly. When they do come to deliver, the guy has an attempted delivery card ready to stick into my mail box. Never actually received a door to door delivery from these guys. Always have to pick it up from post office. Got so sick of it happening, we… Read more

put up a camera to catch the guy doing this, then posted it on youtube to show world their incompetence.

Useless Couriers – Have had many items delivered over the years and I am surprised at how many of them have ended up either in the wrong locations, or sitting at one of the depots, or been returned because of the stupid delivery person. Many times I have been out and a card was never even left. Also a phone call to them always takes around 40 minutes before you… Read more

actually get to speak with some one. Just not good enough. How about hiring some more workers to level things out, and start looking after the customers? After all lucky you have numbers other wise aae would be out of the game.

To your door delivery is a joke – I received a parcel today from overseas,My wife was at home with our 2 grand children when van arrived in driveway at 12.18pm, she stood on footpath for 1 1/2 mins before opening van door to write a failed delivery notice, never enter my yard or rang door bell to say she was there even though car was in driveway, only reason we received the parcel… Read more

was my wife saw the van in driveway and went out, when asked why she did not ring our door bell, was informed that she did not enter any yard.A hell of a way to deliver a parcel. All this captured on security camera. Not impressed.

Failure to deliver when someone is home.

Best of a bad bunch – I have had many deliveries from AAE and have found them the least annoying courier to deal with. If I am not at home, I am usually able to pick the parcel up from the local post office the next day. This is far preferable to trying to arrange re-delivery (which costs one a whole wasted day off work). Pick up from local post office

Completely inept! – I purchased a laptop from Dick Smith online on Friday (23/11/2012). Was really impressed with their customer service and communication, as by the end of the day I was informed that it had been dispatched and given the tracking number. Unfortunately it was put in the hands of Australian Air Express. I came home from work at 5.30pm on Monday 26th… Read more

and thought I'd check the tracking. It stated that the parcel had been delivered 'successfully' at 16.35 and signed for by M Andy, not even remotely my signature. Later that night I heard a noise outside and went to check. I discovered the laptop dumped in my carport! It definitely hadn't been there earlier or I would have run it over. I can only assume that whoever took delivery of my parcel thought twice about it and returned it.

Whilst I am extremely happy to have my parcel, I'm extremely angry about the stress it caused.

AAE really need to get their acts together and do the job they are paid to do, and that is deliver parcels to the addresses stated!!!

Completely unreliable, will not buy from any company using this courier service in future.

Lazy courier drivers – I rang aust air express at 9 am 25/10/2012 they informed me that my mail was on board to be delivered that day so i sat out side all day untill 5pm waiting for the curier to deliver my consignment as i have a disability and can not drive i did not wont to miss him.he confermed a delivery at 14.45 pm the same day.at least thats what he said.i sat… Read more

there as i watched the van go down our street and not once did he come near the house or stop at my leter box which he claimed to have done.why do they give lazy bludggers who do not care about there customers work.he said he left a card which i never received so how do i prove it is my consignment on top of that i will have to go and collect it before they send my mail back.i can not afford the twenty dollars which i have to give to my sister for petrol so she can afford to go and collect it.talk about great customer service what do you think.

extremly bad customer service not impressed.

Useless. Utterly and totally useless – Anything that is time sensitive (or anything in fact that you would like delivered) should be sent with anyone else other than this useless bunch of [censored word removed]. My latest fiasco - shipment took slightly more than a day to travel from China through Hong Kong and Singapore to Australia. It has now sat with AAE for 2 weeks while they do… Read more

god knows what. Customer service - useless verging on non-existent.

I have yet to have a single positive experience with these guys.

A trained monkey with a stick could work out deliveries better than these guys.

They cannot deliver on their core business - Delivering things to people!

Either liars or incompetent – The consignment site claims they tried to deliver it on both Friday and today. They may have tried, but they didn't try here. And if they did, they snuck around and didn't ring the doorbell or knock. Or leave a notice that they tried. And then they decided my address doesn't exist. When I call to see if I can pick it up from them, they keep me on… Read more

hold for twenty minutes, then finally graciously say I can pick it up from them at the Brisbane Airport in the 'next few hours' (I'm in the southern side of Brisbane).

On the upside, I didn't have to pay for it, but this is likely because the sender did.

So, either they lied about trying, or they can't read basic house numbers. Neither are good interpretations, in my book.

Didn't deliver, no notice of attempt

Not even an attempted delivery – Usually when my tracked items state "Onboard for delivery" they arrive before 5pm that day. At 5pm, I checked the tracking and the delivery was "attempted". Really? I was home all day, there was no card in the letter box or front door and no sign of a delivery driver approaching at all. The item was left at the Post Office, so I got the bonus of… Read more

a snarky message from my PO staff regarding improperly addressed mail (I have a PO box that couldn't be shipped to as the courier was being used).

Additionally, the item I was having sent was a pre-paid sim card from a telco. They stated that I would need to provide the ID I'd used to order with as security when the item was delivered. A family member was able to pick up the item without any ID.

I can at least say the item arrived in good order, but overall an irritating experience. Item was in good order "Attempted" delivery clearly not attempted at all

New System is an absolute joke! – We have sent stallion semen allo ver Australia with AAE until now. I made all of the right phone calls to confirm, then tried to get semen lodged, were told to ring Star Track, Star Track tell us to ring AAE and say that they have not even taken over the deliveries yet and also we don't offer a Perishable service and no you can't get it delivered… Read more

with our agents that we have used before. (spoke to the agents they still think that everything is still going ahead as normal) AAE tell you that your account has been sent to Star Track, they then tell us they cannot access it yet. After changing our plan as it has already cost us $300 to have semen collected we send it and hope someone can pick it up and thought we would use Track & Trace, bloody hopeless, and now all of a sudden no one seems to want to answer the after hours phone which has always worked in the past. Toll & TNT will now get all of our business and the vets around us. the old system was efficient all of my comments above, it is rediculous, no service at all anymore

Why can't I give less than 1 star – My overnight delivery still hasn't been delivered after two and a half weeks, and one and a half weeks of calling their "customer service" line. Resorting to their complaints email address got me the suggestion "ask the retailer to send another package and request the lost one back from us when we find it". I've spent hours on hold and have… Read more

still had no contact with anyone looking for my stuff. These people lie through their teeth constantly as I've lost track of all the different excuses I've been given. I wouldn't use them to deliver anything ever, and will avoid dealing with retailers who use them

Bad service, no service, lies, insulting suggestions

good common sense service – I live in a remote part of queensland,where couriers do not come out to.Australia Air Express have helped me out kindly and had my parcel linked with Australia Post on the last leg of the delivery which posts to my front gate, and saved me one hours drive to pick it up in town.Thanks Reliable and smart

What a way to run a business – Called and was 10th in queue. 1 hr 40 mins later got thru to girl who wanted to give me an email address to make complaint. I insisted on speaking to Team Manager who said he'd investigate and get back to me by afternoon. Surprise surprise, he didn't. Wouldn't have bothered but it was important query re animal transport. Don't know any company that has such an unacceptable hold time.

no care taken! – i am an artist, i had an exhibition in sydney, im from perth. i paid extra for fragile handling. when i arrived in sydney to install the work i was devastated to find the boxes (i had packed very carefully with work i had spent months making) in terrible condition, the corner of one box was completely torn off and the other was crushed. discusting lack of care taken

Even worse than I thought! – I bought a little rice cooker from Bing Lee 3 days ago, they shipped it out yesterday and it suppose to delivery to me today, I was pretty happy about Bing Lee dispatched my item so quickly and also very excited about get it before the weekend , it is now all ruined by Austrlaian Air express. I checked out their review yesterday after I found out… Read more

Bing Lee using them as their courier, I was surprised they have such bad reviews, I was hoping I had more luck than most of ppl here. So today I sat at home, check the tracking record every 20 mins, (blah, blah, driver on borad, blah) When I was having my lunch, I click tthe tracking again and saw this message "Receiver not available Attempted Delivery Advice No 092119525" and it was 3 mins ago. What!! It just can't be real,where I was sitting I can see our letter box, there was no car/van passingby at all for the last 15 mins. So I run to the mailbox to check if there's any card left, there is nothing there!!! This is the worst courier company in all my expencience . I think they just lie about they come over to your place and lie about they dropped a card for you, all they do is delivery your parcel to your local post office so that you have to go there to pick it up. I 've got parcel deliverd by Australian post, express post, EMS,Fedex.. this one is the worst ever!! somethimes Austrlian post only left card there instead of knocking on the door, as least there's a card.I strongly suggest no one should use them as their courier. I tried to call their number(had to hold for like 30mins), talked to some girl about this, all she said is sorry for the confusion .If their courier have so much confusion can't even delivery things anymore and they should change to another job. I have to go to work now since I only got half of my day off, goodbye for now,my little rice cooker, I have to see you next week when I go to the post office to pick you up.

Everything, it is the worst!

Pathetic. Incompetent. Liars – "13 Dec 2011 15:41 Sumner Park Bc -- Picked Up from Sender 14 Dec 2011 02:51 Melbourne DFPC -- Arrived at AaE Location for processing 19 Dec 2011 09:31 Melbourne DFPC -- Onboard with courier driver for delivery 19 Dec 2011 17:47 Ivanhoe East - Receiver not available Attempted Delivery Advice No 000478*** 19 Dec 2011 17:55 Melbourne DFPC --… Read more

Returned to AaE Location

The Courier Driver attempted delivery but the Receiver was not available to sign for delivery. An Attempted Delivery Advice, ref# 00047*** has been left at the receiver's address advising them of how to collect the consignment."

Shown above is the tracking summary for my order. It says that they attempted delivery at 17:47 on Monday, which is impossible as I was waiting in the front room watching out the window the entire time while waiting for the delivery, because when i had phoned their customer service line earlier they told me delivery would be in the next 30 minutes. There was NO attempted delivery, even though they claim there was. Also, there was no note left for me at my house (even though, again, they claim there was).

Speaking of their customer service line, its incredibly slow and unreliable, i've called them numerous times and have had to wait at least 15 minutes because their lines are supposedly always that busy - probably from all the frustrated customers calling to enquire about the whereabouts of their consignments.

When I called them the next morning (Tuesday), they continued to lie and say the goods had been attempted to be delivered. And the worst part - They hadn't even re-dispatched it the next day! Then they told me that it might be delivered on Wednesday. This is simply not good enough.

Its obvious they were too incompetent to make the delivery on time, so they had to lie about attempting to deliver it and nobody being home - even though i was at home, and there was not so much as a car driving past my house, let alone stopping outside it, and a delivery man ringing the door bell to see if anyone was home.

I would not recommend AAE to anyone. The only reason the are delivering my goods is because the company I bought my mobile phone from use AAE for their deliveries.

very long waits to talk to customer support, they lie about attempting to deliver the goods and nobody being home to sign for it.

Just Terrible never use them! – I took a day off work waiting for my consignment that they picked up at 0730. At 1500 their trace said I was not there for delivery. I was there with a view to my front door all day. There was no failed delivery notice at my place the delivery driver lied. They said nothing they could do and I will get it tomorrow. Forget the 30 minutes on hold or… Read more

the 500 dollars in lost work for the day. They even tried to put blame on the sender!!!

Long hold time, no ability to email complaints, delivery drivers lie. They tried to blame the missed delivery on the sender even though they had the package all day

Terrible service, pathetic pathetic customer support and pickup – So I bought an item from a retailer up near the Dandenong area. Because they tried to deliver the item just after 9am , I wasn't at home, I was at work. I received a slip saying I can pick it up from the Dandenong depot, confused as to why they didn't leave it at the local post office, I called them (Wish I didn't) 53 minutes, yes 53 minutes… Read more

later on hold, someone answers. I told them about my situation, how I do not wish to travel an hour to Dandenong, considering I bought it from Dandenong??? They said, the next delivery we can do is next week. I said, don't worry I'll just come get it after work tomorrow, what time does the depot close, "6pm" the operator said.

So the next day, I finished work (Called again to confirm what time the depot closes and where the package was as the online site said it was in Mornington(??)) but ended up rushing to Dandenong. I made it to the depot at 5:25pm, plenty of time to spare, only to find that the doors are locked and the curtains drawn. We walked around for awhile until we found a truck driver that went inside and got someone for us. (While we were waiting, I couldn't help but find it less than coincidental that 2 other people showed up with EXACTLY the same problem)

We eventually got inside and handed our slips to them.

It took the depot people over half an hour to find our parcels, the state of the delivery room is disgusting, the most unorganized mess I have ever seen. Eventually they found our package, and the others packages, dumped in some random pile off to the side with no sorting on them.

I couldn't recommend more strongly to anyone not to use AaE anymore, they used to be pretty good but since apparently dropping ties with Auspost, they dump everything at their pigsty of a depot in Dandenong.

They have absolutely no customer service or support, their phone lines have the most pathetic waiting time I have ever seen and their depot will take 30 mins to an hour to find one simple package.

Everything, horrible service, pathetic customer support, pathetic depot, pathetic company.

Useless Muppets - Never use! – Overnight sample sent with heat sensitive contents and 3 kgs of dry ice. Two days later arrived with the inside of the polystyrene box at approx 37oC. Condescending customer service operator tells me it's not their fault. Overnight is not overnight apparently, it "anticipated" overnight. Can not see this explained anywhere on website or consignment note.

I wish I read these reviews before booking – They may be good at expressing hot air, but delivery of packages for retail customers is not a service they conduct with any professionalism. They have lost my consignment, and all efforts to get a response have so far failed. It is with the investigations team, who must still be investigating the many other instances of failed delivery. The… Read more

investigations team is uncontactable and appears to be shielded from customers by the call centre.

My recommendation - do not bother! There are many other options to choose. I wish I had chosen another one myself... Unreliable, inefficient False advertising - there's nothing express about it

Australian Air Express complaint – If u are a business and looking for express delivery you should first look at where the item is being delivered.I live at Hervey Bay, QLD and AEE outsource their business to A and T couriers at Maryborough 45 KM away. It takes overnight from Melbourne to Brisbane and is delivered to Maryborough in the blink of an eye. Their the service stops, my… Read more

parcel has been stalled there for 52 hours and still counting.

This is not the first time and it will not be the last while businesses fail to do their homework.

Sorry for the delay, your call is on hold – Don't bother calling because no one will answer you. You can select from the following options, Press 1 to hear more options, press two to be placed on hold, press three to hear a recorded message. Press 5 to hear these options again. Press 6 if you have all day to wait on the phone. I grew a bonsai tree ad had two children while on hold They never call you back, they don't care and don't help.

If they tell you that they'll call you back, don't hold your breath – They lost my consignment and I rang every day for a week and all I got was "I'll call you back". After a week I gave up and put in a claim for the insurance through the booking company. I was told my consignment was in Sydney then Brisbane and "on board with driver". An investigation was opened but because someones cousin twice removed say that… Read more

the consignment was on board with driver the investigation was closed. I had to have it re opened but it made no difference. The consignment was never seen again and surprisingly they never did call me back. Woeful service and the thing that annoyed me most was the fact that they treated me with utter contempt.

They broke promises to call back, lied about where my consignment was to get me off the phone. Unhelpful and quick to transfer the call around the office.

Designed by idiots, run by more idiots – AAE are one of those companies that deserve to be out of business. Fast. I have packages delievred from all over the world, and this lot have really taken the biscuit in lack of service. first, a card was dropped off with an illegible reference number second, their 'unhelpline' rang out for 15 minutes third, their online racking system… Read more

requires a refenece number - which didnt work (see 1)

fourth, I emailed them to be told their depot is only open monday-friday 0900-1700 (in other words, when all normal people with jobs are working).

fifth, they would not deliver to an alternate address unless the sender changed their instructions (I kinda get this one, but still annoying in their approach to it)

sixth, no interest from ANY of the operatives in actually helping the parcel get to its end recipient

pathetic. from now on I will NOT be using any company that uses AAE to deliver. AVOID! that the universe will eventually die and so will this company the fact it is allowed to exist

very good – i have items sent from the eastern states by this courier and i must say i am surprised how quick it arrives fast and reliable