Direct Freight Express

Repeated delivery to the wrong address. Tracking Number: 2389900401626 Support Team,I am writing to lodge a complaint regarding a repeated delivery error that occurred today. My package Tracking Number: 2389900401626 was delivered to the wrong house yet again. Yesterday, I spent a significant amount of time speaking with your customer service… Read more

representative, explicitly explaining the delivery details. I stressed at least 10 times that my correct address is House 5, Unit 3. I specifically warned them that couriers constantly mix it up with another property. Despite these clear and repeated confirmations, the courier completely ignored the instructions and delivered my parcel to House Number 3 today. This is not only highly inconvenient but also raises serious security and privacy concerns regarding my shipments. Your system or your drivers are failing to process critical delivery notes. Please ensure that: This issue is escalated to the local depot manager. My delivery profile is updated with a permanent alert: "DELIVER TO 5 APT 3 ONLY — DO NOT DELIVER TO HOUSE NO. 3".Regards Mikhail

Lies from customer service. You are full of crap, telling me my parcel is with the on forwarder, and there is nothing you can do about it & you have no way of contacting them,when infact it is still in your depot. Well, google their business name, phone number on their profile page, very helpful, no parcel! Still in your depot, wont let me get it. Direct freight is disgusting. Show details

Complete Service Failure: ATL Instructions Ignored and Severe Supervisory Deflection A Express Parcel was dispatched to my rural address with explicit, printed Authority to Leave (ATL) routing directives clearly visible on the shipping manifest: "Deliver to left dwelling on chair for mobility." The instructions also specified definitive physical… Read more

anchors ("Dwelling on left where water tank is") to prevent property misidentification.The delivery operative completely failed to comply with the manifest directive, bypassed the designated entrance, and abandoned the consignment at an incorrect dwelling. The parcel remains physically misplaced at an incorrect location that is entirely inaccessible to me, as I am housebound under strict medical restriction with disabilites. The administrative phone contact to resolve this issue was highly unacceptable. After a lengthy hold time, Customer Service confirmed that communication sent to the regional depot and supervisors produced zero response or operational action.When escalated to an Operations Supervisor, I was met with complete corporate deflection. The Supervisor stated that under Direct Freight's internal ATL guidelines, an item is verified as "delivered" the moment it is dropped, irrespective of physical location errors or a direct breach of specific safety placement directives. The Supervisor further declared that Direct Freight Express holds zero service liability to the receiver because "the sender is the contractual client," noting that even if an email was sent to the depot, the station was under no operational obligation to execute a retrieval. The Supervisor confirmed that the company's internal dispute process is restricted entirely to a passive email portal.This is a clear breach of consumer guarantees under Section 60 of the Australian Consumer Law (ACL), which mandates that services must be rendered with due care and skill. Dropping an item at the wrong house and refusing to correct the error is a failure of basic logistics compliance.The sender has been formally notified to launch a commercial account dispute for absolute non-performance. Avoid this courier if you rely on accurate delivery instructions or basic customer accountability. Consignment/Tracking Number:3406790033802

Another extremely appalling delivery service from this company. They place full blame on customers for their own drivers failing to follow their own policies and procedures. No apology, no refunds, no compensation just too bad for the customer.… Read more

Parcels are left in clear view of the street, no secure. No attempt is made by drivers to alert customers of delivery of goods. If your seller is using this company for delivery, go elsewhere as you will NOT receive your goods.

Received in good condition 2 days earlier than scheduled from Brisbane, friendly deliveryman. Tracking info limited to a depot scan in Sydney, but the early delivery more than makes up for that! Show details

Misleading Corporate Image by this organisation saying if its “urgent “ in their on hold phone spiel that they are the people. This is so not the case. In November of 2025 I ordered and paid Tyroola for four tires. Tyroola engaged DFE for the… Read more

delivery. A week passed and no tyres, then the nearest depot advised they had 3 tyres, so they delivered 3 of the four by day 9 into December. The fourth tyre ended up 700 k’s in the wrong direction. The forth tyre was finally delivered xmas eve. What a catastrophic business event, no apology from DFE, No explanation as to why the last tyre took weeks to be delivered. One star is way too much for this company, avoid like the plague! No accurate tracking is available or was available during this crazy failure to meet transport or logistics standards. More than three weeks for a delivery inside of NSW!

Our local delivery guy from Direct Freight Express is excellent. He always goes out of his way to leave our parcels out of sight or at our door, and he'll knock to check if you're home. Deliveries from other companies have been either thrown over our fence or left on the driveway. We live on the Sunshine Coast in Queensland, but hopefully our experience isn't unique. Show details

Very fragile package arrived in A1 perfect condition- so grateful! Also arrived earlier than estimated so I would - going by our experience - HIGHLY recommend this Courier Company. They clearly handled our package with extreme care as labelled unlike a different company we used a few weeks ago who absolutely trashed and smashed our package and… Read more

took zero accountability. We will definitely only use this company from now on. THANKYOU SO MUCH Direct Freight Express!

My order turned up fine within an acceptable time frame and certainly much quicker than the furthest date expected by (28th - item was delivered on the 20th). One light plastic cover was cracked but it was an entirely pointless cosmetic thing so it didn't bother me. The damage to that junk could have happened during shipping for all I know and… Read more

given that it was attached to a solid chrome item, I just don't understand why it even comes with it to be honest. Maybe it fits on certain similar items but not on the one I needed this chrome replacement part for. Anyway, I'm just leaving this review to say not everybody is having issues with this delivery company. My experience was fine. I am happy with the delivery.

No communication or updates, lose labels then return to sender and still have notifications stating "Coming Today". Just seems like a badly run business and worth avoiding in my opinion. Show details

Recieved a mail from direct freight saying my parcel would be delivered on 17/7/26. Called them to ask eta. They said its with the driver and would be delivered that day. 4 days later, no parcel. Called them and asked where parcel is. "Its with east coast freight and they will lodge a query and I can get an answer in 24 to 48 hours" Their agent was adamant I just have to wait it out. My advice: dont use these clowns. Their service is rubbish. Show details

I bought an item from Shelves Central in Victoria and I got an email from Direct Fright Express saying my delivery would be here on the 13/7/2026 when I rang to find out what time it would be delivered as I stayed home to receive item as it's heavier I was told by staff it wasn't coming till 16/7/2026 no email or phone call or text msg so I rang … Read more

Shelves Central in vic to find out what it would do about it and they said it was out of their control once it left there warehouse . NOT GOOD ENOUGHT

Every single delivery is delayed. We are a business trying to get stock to send to customers and tracking will say the delivery is coming today, then nothing arrives. We usually get this for 5-7 days past when the delivery is due for delivery. You call and customer service do not care at all. You get told to go collect your pallet from the… Read more

depot or promised it will come out the next day and it doesn't. Last time 2 of our pallets were wet, when we asked the driver to take photos, we were told "just send it through with photos if you have issues" and left.

I had a delivery due to arrive yesterday, they ran out of time, due to delivery today (Friday), they don't have enough drivers. Due for delivery Monday, I called them just now and was told it's scheduled for Tuesday. I said we needed it today as it has preordered stock on the pallet, they insisted they can't do anything about it. It should come Tuesday. What a joke.

I asked them what compensations my customers will get, who wish to receive a refund and was told they can contact them for a claim. I said ok, so all my customers who aren't happy waiting another week can contact you for reimbursement. I was then told no, but if we wanted to contact them for details on making a claim we could. I can just imagine how efficient that system is, when she didn't even know it herself.

I've now asked all the businesses I order from to not use these guys. There is 1 company, who still uses them and I've now emailed them asking them to use anyone but these guys.

If I could honestly give 0 stars, I would.

The customer service lady I spoke to about how parcels should be delivered to the opening side of the house front door and not the opposite side was to improve the customer service. The lady was very negative and her response was that nothing could be done to prevent this driver behaviour. I suggested perhaps an email to the drivers would improve customer service. She said it’s impossible. Poor customer service with no experience. Show details

Disappointing service. Very slack tracking, I was home all day and parcel was apparently delivered. There was no knock or attempt to let me know the parcel was delivered, no notification, no call nothing. I am disabled and the parcel blocked the front door from opening, I only realised the parcel was there when another delivery company arrived to… Read more

deliver a different parcel. Thankfully they assisted in moving the parcel from blocking the door and helped me get it inside. I would never recommend this company as they clearly are useless.

I was expecting delivery of some car parts yesterday, but after receiving no update, I checked the tracking and could see the item had been sitting in the Mandurah depot since the previous day. I called Direct Freight Express today to find out what was happening and was genuinely surprised by how poor the customer service was. The representative… Read more

I spoke with seemed completely uninterested in helping. There was no apology for the delay, no empathy, and no acknowledgement of the inconvenience caused. I was simply told that the item was still at the depot and would be sent out tomorrow.

Delays happen, and most customers understand that. What I found unacceptable was the complete lack of customer care. When a customer takes the time to call for an update, the bare minimum should be some level of professionalism, ownership, and courtesy.

The delay itself was frustrating, but the dismissive attitude and lack of care left a far worse impression than the missed delivery.

If there was a 0 rate i would give it. I bought recently an item which apparently according to this courier tried to deliver it 3 times but no notification was left at my door. The seller of the item deducted the actual freight charge from my refund when it should have been free delivery. I will get my freight charge refunded because I will go… Read more

to the Department of Fair trading about their lack of communication. I had bought the same item through Ebay and was left at my front door as what I thought this would happen. But dealing with the seller directly was a mistake.

Unfortunately there isn't a zero rating for them I could select from. After calling them to make a complaint I was told there is no complaint department. Then after asking the supervisor, she told me that for complaints to call customer service. To which, I then explained that customer service (No 1 in the automated message), is what I… Read more

selected and ended up talking to her.

Realizing she was caught out she proceeded to take my complaint. As it turns out the local depots cannot print return labels even if you have the consignment and return authority numbers. According to her the label is printed in Sydney and then it is driven down by a driver to the local depot.

Not emailed through. Hand delivered by a driver.

(Prior to making my complaint), I was unable to print a label so I drove to the local depot here in Albury with the consignment and return authority numbers to drop off a parcel to them and have it sent.

But nooooooo, that's not how Direct freight operates.|

I was greeted in the carpark and turned away because my parcel didn't have a label. I didn't even make it in the front door.

Also, no where in the email did it say:

"DO NOT GO TO YOUR LOCAL DEPOT, FOR THEY CANNOT PRINT LABEL'S".

Most useless delivery system with terrible customer service ever. Do not recommend.

Very disappointing delivery service. The shipment was sent on 15 May with an original ETA of 19 May, but it was wrongly redirected to near Byron Bay instead of Far South Coast NSW. After escalation, the updated ETA became 1 June — which is even slower than arranging a completely new delivery from Byron Bay to Merimbula. While we all understand… Read more

that things can sometimes go wrong, Direct Freight showed little sense of urgency or ownership. The response was simply that “misdirections are outside of our control”, with no accountability and no real solution offered.

Poor logistics management and an unacceptable delay.

I would not recommend, I understand there can be delays in delivery but I contacted this company 3 times about a parcel and have discovered they have covered up the fact that my item has been lost, all they needed to do was be honest.From the beginning there was no tracking information other than the initial pick up. Absolutely terrible service. Show details