2,187 reviews
- See all
- Early (58)
- On Time (242)
- Late (34)
- Unacceptably Late (61)
- Never Arrived (54)
- Never Collected (41)
Reviews
Stay away from interparcel unless you want to lose money and customers
Ecommerce businesses beware! Interparcel provides false delivery times at booking. I have twice made international bookings with them with an estimated delivery time frame of 5 -7 days and then the parcel hasn't even left Australia within that time frame. When i complained to customer service because we lost customers and had to issue refunds, they informed me that there is a footnote at the end of the booking process (which is not clearly visible unless you click on it) that delivery can take longer (10-20 days). I have lost two customers now due to this and will never use interparcel again. They don't refund you when they mess up either. STAY AWAY Show detailsThe worst delivery experience ever
I have so far been waiting sixteen days for a delivery from Melbourne to Mildura, usually overnight. They tell me today they have lodged an inquiry with the carrier and it will take up to 48 hours for a reply (obviously don't understand how the telephone works), that's the same thing I was told eight days ago. I keep contacting them and get absolutely nowhere every time.Do not under any circumstances use this company. Show details
THEY TAKE ZERO RESPONSIBILITY
Paid Interparcel DOUBLE to have Startrack EXPRESS delivery for a time sensitive parcel.Courier picked it up and then dropped it off at the PICK UP location!!!
They tried to blame me until I proved it by sending THEM the parcel label.
I still had an additional 2 business days up my sleeve, however it took 8 DAYS for a parcel to go from QLD to NSW. Worst part is they wont even refund the difference between normal postage and the express because quote "the time indicated is only an ESTIMATE". SO SICK of couriers not taking ANY RESPONSIBILITY. I lost $145 from this as I have to refund my customer. Show details
Thank you for taking the time to review the order in question JJJ, and we are sorry to hear you experienced a delay with your shipment, we can appreciate this is extremely frustrating. After locating ... Read more
the order, I can see a standard StarTrack service was selected when placing the booking (which on our quote page does fall under 'standard services'). Did you know that Interparcel offers more premium delivery services if you scroll down the quote page? Some examples of these premium services would be 'StarTrack Premium' and 'TNT Overnight'. Interparcel also offers guaranteed services such as Same Day services for the very urgent shipments we know our customers sometimes have. For more information on our services and how they work, you can always reach out to our friendly customer service team on 1300 006 031, or by emailing help@interparcel.com.au. Looking into your Interparcel account - we can see you have held an account with us for 5 years now – we really do appreciate your business! Should you wish to discuss the order more, or discuss potential compensation, please send an email to complaints@interparcel.com.au and our dedicated team will review and respond within 7 working days.They ain't got a clue
Send package before a certain date in order to arrive by Christmas, then courier lost package, package arrives well after Christmas while they are still looking for it in their Canberra depot. Show detailsHi Gary, thank you for reaching out about this order issue. We would like for our quality team to take a look over this order and ensure all the proper processes were taken by both our customer servic... Read more
e team, as well as the courier team that we were communicating with. Would you mind emailing your order number through to reviewus@interparcel.com.au and we can forward this on to a senior agent to get to the bottom of this. Appreciate you letting us know and looking forward to your contact. Thanks.What Happened to Customer Service?
Without a doubt, these are some of the worst customer service people I've ever dealt with in many years.I booked my order on Sunday (14.01.24) for collection the next day (Monday). Monday came and went, and my parcel was not collected. I called Tuesday afternoon after receiving an enquiry from the sender about collection and my parcel was re-booked for collection on Wednesday. By 4pm on Wednesday no collection was made, so I called again, explicitly said that I needed said parcel by Friday and was told to wait until 5pm as it may still be coll... Read moreected that afternoon. It wasn't. I called again today (Thursday 18.01.24) at 9am and asked about the collection and again, explicitly said that I needed said parcel by Friday and was told the situation had been "escalated" to a supervisor and they would call me back within 2 hours. Did not receive a call. At about 11:40am I called again and was told the supervisor would call me back in a few minutes. They finally called, but only to tell me that they have "escalated the situation". At 3:42pm I called again only to be greeted by one of the worst customer service people I've ever dealt with in my life. This woman could not care less about the situation, kept reading off the notes until she simply hung up on me for no reason. At 3:45pm I called back and spoke to a much nicer woman who was willing to listen and forwarded my dismay to the supervisor who was due to call me back in a few minutes. They didn't call. At 4:25pm I called back again and got the same horrible CS woman from the 3:42pm call who accused me of "yelling at her" earlier when I had done no such thing. She also said something that completely floored me... As I was expressing my disappointment with the lack of service and urgency to the matter, she said "this is why we do not recommend Couriers Please, because they are unreliable". To which I replied, "so why are they on your website when I request for a quote on shipping?" I asked to speak to the supervisor again as she was not being very helpful at this point and I was put on hold for a couple of minutes only to be told in a very patronising tone that there was a 2hr wait for her to call me back. Given they close at 5pm, this was clearly never gonna happen. The end result is simply this; these people do not care about you or your order! They have no sense of urgency or pro-activeness when it comes to solving customer issues. I booked this on Sunday, we are 4 days in on Thursday afternoon and my parcel is still not collected! This isn't just about "following up" or "escalating" the booking, it's about solving a problem that they are clearly too incompetent to deal with and solve, or simply don't care or want to. Why wouldn't they switch services if they knew I needed the goods by Friday and the courier I chose was unreliable? It seems all they do is take your booking and completely wash their hands of any and all responsibility of the delivery thereafter. But that's wrong! IT IS their responsibility until the item(s) are collected and in the hands of the courier, and they don't seem to get that! And if they do, they simply don't care... Interparcel have dropped the ball in a big way and their lack of care, communication and patronising CS people are a clear indication of the poor culture within their business. I've been using them for about a year and up until now, I've never had an issue, but it's not until things go wrong that you see a company's true colours and how much (or little) they value their customers. Because when things like this happen, that's when you rely on their customer service the most, that's when you (the customer) are the most vulnerable and need their help to solve the problem. That's when you find out if the people you're dealing with can be trusted to help you and/or your business. Spoiler alert - they can't. Absolutely do not recommend Interparcel to anyone! Extremely disappointed, angry and frustrated that not only did I not get my parcel by the due date, but I'm extremely disappointed in the way they handled the situation and how little they cared.
Hi there, aussiercplayground. Thank you for passing on your feedback. We are deeply sorry for your experience, this is not the type of service we wish to provide our customers. I can see a member from... Read more
our Customer Support Team reached out to you to discuss this issue - please know this situation was taken very seriously and has been addressed internally.Customer service is now non existent
Customer service is now non existent anymore and when you get through they won't listen and dismiss your concerns. Previous rating 12months ago was 5 stars. This company has gone downhill.Story: Carrier mis-scan you package causing the dimensions to be overinflated, so Interparcel gave me a surcharge invoice. I disputed it and customer service ignored it, so I gave them ONE STAR review on google and LO & BEHOLD someone from customer service contacted me! But even when they said they were going to escalate it to Startrack (the company that mis-... Read morescanned the dimensions), they went radio silent. I haven't heard back from interparcel regarding the outcome of the escalation for 2 months. I doubt they even escalated it. Customer service is now non existent. This company was once good and what seperated them from other multi-courier companies was their customer service. Now they act like they have the monolopy on the market and there's no other choice. But we have a choice and I'm moving all my postage needs to Freigh Exchange and Transdirect.
Hi there, David. We are disappointed to hear about your experience, here at Interparcel we pride ourselves on providing the highest quality customer service. Your feedback is appreciated and will be a... Read more
ddressed internally. We'd like to take a look into the order for you, if you can please send your order details to reviewus@interparcel.com.au? Thanks!ARAMEX COURIERS
INTERPARCEL SHOULD NOT PROMOTE ARAMEX, They are totally unreliable and do not deliver when they say, and often do not PICKUP at all Show detailsHi Graeme, we are sorry to hear that this has been your experience using Aramex couriers through our website. Unfortunately, service quality can greatly differ depending on the local depot, which can ... Read more
make it difficult for us to anticipate these kind of courier issues. We will hand on your recommendation to our team however, as we do value this kind of informative feedback on our couriers. Thankfully, we offer many other courier services on our website that I am sure can facilitate a positive collection experience for you in the relevant collection area. Thanks for reaching out!Beware of junk insurance and poor customer service
My package was damaged in transit. I don’t blame interparcel as they are the booking service, not the courier.It is interparcel’s response, customer service and their insurance you should be aware of.
My regular courier service includes insurance for $200 no matter what, interparcel charges extra. My other courier refunds delivery fees and replaces the retail value of items if things go wrong - all online via a simple claims process.
When I first informed interparcel of the damage, I was quickly referred to a long list of restricted item... Read more
s. I pointed out that the item sent was not on the list. I got a form to fill that makes a permanent residency application look simple. Interparcel ask for cost prices after putting a business through hours of admin to put a claim in. I filled in the form and submitted it. All that back and forth is hardly worth it for the $50 item and the $25 re-delivery of a replacement. I received a response that after their evaluation they found that the item was not packed to their specification and that they will not take responsibility for the damage. I have sent hundreds of parcels. This was the first major damage. I send wooden items I can stand on inside cardboard boxes. The parcel was crushed to the point that the wood almost punctured the cardboard. Apparently I was meant to double-wrap the single item inside the box, that fitted the box perfectly. Interparcel tried everything to weasel out of responsibility and try to blame customers by default. Poor business. I won’t be back and this poor decision will cost interparcel many time the damage. I compensated my customer whist arguing with interparcel. I made and send a new item via auspost that already arrived interstate for the customer to enjoy before Christmas. I have a happy customer that will be back because I make it easy for them and take responsibility whether it is my fault or not.Don’t use them - just use Australia Post
If you want to use interparcel, every parcel you send, you need to take a photo of the measurements and weights of your parcel and keep them on file. If you don’t, they will send you a bill. One of my boxes was measured 3cm wrong. I got a $75 charge.I have given them the benefit of the doubt so many times, they have delivered late and not picked up - but I never complained.
Straw that broke the camels back! Maybe they are trying to make more money, but the time and effort it took for the billing department took to chase up the measurement can’t be worth $75. I think there was about 10 emails.
If that’s how they decide to run their business, it’s their decision, but I won’t be back. Show details
Hi Ashlee, all couriers and mail services (including Australia Post) audit the weight and dimensions of a shipment via their automated conveyor belt system. This is a standard process and is not parti... Read more
cular to Interparcels services. This not only does ensures that you have covered the payment required for this shipment to travel, but also ensures that packages that have been underdeclared are sorted into the right vehicles they are able to fit into so they may proceed with transit. Due to the automated nature of the auditing system used by couriers and mail services, sometimes something as simple as a protruding piece of tape can be misunderstood to be an outlying dimension of your parcel. We understand that although rare, sometimes the auditing system is not charged correctly, so we ask for images of the shipment to prove these dimensions were misunderstood by the courier and to dispute the charge so that neither Interparcel, nor yourself, need to pay. Thanks for reaching out, and hope this information has cleared some things up for you.Do not use, appalling service
Booked a parcel for collection and paid the fees for road express service pickup on Wednesday November 8th. No couriers turned up to collect the parcel. I then had to chase interparcel to collect the package and they finally showed up the following Monday to collect the parcel. I had to wait around at home for 4 days because they couldn’t keep to their own timetable.Parcel was delivered on the 15th November without issue. Then on the 23rd of November I get an email stating I have 7 days to pay extra charges of $75.90 because the couriers had... Read more
to collect from a residential address. What a joke. After their dreadful service and the amount of time wasted I won’t be paying it. Avoid this company like the plague. It cost me $126 to post the package and now they’re chasing an extra $76. Use anyone elseGood job guys
Since I’ve been working with Interparcel, I have choices of which courier I want to use, time to destination, and price I want to pay.I have had problems with deliveries with 1 of there courier services but I just rang Interparcel and they sorted it out for me.
I was fined but that was my fault as I got notification that this service required all deliveries were to be in boxes. I didn’t have box so was fined handling fee which was fine with me as I expected it.
Great jobs guys. I know it’s Christmas and Black Friday sales but I think you should have cutoff point to courier company’s delivering if they can’t keep up with orders Show details · 1
they destroyed my packages and took no responsibility over $2500 worth DO NOT USE THEM!!!!
denied responsibility of damage refused to cover and made excuse after excuse to deny compensation for packages made the complaint the same day the first half arrived followed all their directions and processes and was still denied anything even the SENDER attempted to contact them & same result even tho the following was clearly violated they knew from the day of delivery these where damaged and still weaseled out of paying any form of compensation14.5 If a claim is made that a Consignment has been damaged, all packaging should be kept for i... Read more
nspection by the Carrier. The item must also be available for inspection in the state it was delivered, at the address it was delivered to. Further journeys could cause further damage, making it difficult to assess the original damage. We will request photographs of the internal and external packaging as well as the damaged item to process the claim. 14.6 If it is confirmed that an item has been damaged in transit, we will (at our discretion) generally pay for the damaged item to be repaired rather than a replacement – depending on the level of damage to the item and subject to the general provisions in Section 14 below. If you make a claim relating to a damaged item, we may also ask for an estimate of repair costs from a specialist who will carry out the repair. If the item cannot be repaired then we would need this in writing from the specialist for a claim relating to the replacement of the item to be considered. 16.7 Interparcel will only accept liability for damage to Restricted Items where the goods have not been carried using reasonable skill and care. You are reminded that we recommend that you do not send these items using our services and that the Carriers will assume that Consignments do not include Restricted Items. For further information on limitations relating to Restricted Items, see section 10. 16.8 Interparcel accepts no liability for loss/damage to an item if it has not been correctly packaged and/or labelled unless it can be shown that we have not acted with reasonable skill and care. these where all proven again have emails to back it all up from the day it arrived (within their pathetic time frame) from both myself and the sender items where vintage collectables clearly not restricted & was clearly violated as per the pictures supplied that show there was no "reasonable skill or care" used have every email between myself and interparcel trying to weasel their way out of responsibility to back it all up all in all terrible company no integrity or standardsHi there Gavin. We are so sorry to hear you experienced damage whilst the shipment was in transit with the courier, we can appreciate this is extremely frustrating. I have located your order and can s... Read more
ee this was an order from October 2022, last year. Please understand that Interparcel does offer many services which include a complimentary $100 transit warranty, and the option to add up to $2,000 worth of warranty to cover items in the case of loss or damage. However, at the time of booking, the sender of this order did select a service which included no transit warranty for loss or damage. Damage in transit is extremely rare, however in the courier industry unfortunately can happen from time to time. I can see you are the receiver of the goods so did not book and pay for the order via our website, we do advise in numerous places during the booking process that this service in particular included no insurance. Thank you.Worst experience in my life
I sent two boxes to Canada, when I got them all items was broken, no care at all, they checked the packaging before sending , I put 3 layers bubble wraps and put fragile marks on the cartons, All my items damaged or shattered and lost many items. Very disappointed from their services, after that tried to claim for my damaged items, they refused and none responsive. Very dodgy company don't risk your belonging with them. the courier was UPS. Show detailsHi Matt, I can see we have supplied you with a few responses now on why you were not eligible for a claim on this order. There is a few reasons that this shipment was not eligible for a claim in the e... Read more
nd. Firstly, please read over our prohibited and restricted to send list here; https://au.interparcel.com/help/guides/prohibited-restricted You are required to read through and tick 'agree' to our prohibited and restricted list in order to finalise and pay for any booking on our website, and it is the expectation that our customers do read through this and comply with this. You will notice that 'personal effects' are prohibited to send on our services, however this is the type of content you have proceeded to ship. You will also notice that shipping anything containing the following materials is considered restricted to ship on our services, and is not covered by transit warranty; 'Glass, Acrylic, Corian, Crystal, Ceramic, Fibreglass, Porcelain, Plaster, Marble, China, Stone, Slate, Resin, Granite, Carbon, Concrete, and Mirrors.' I've taken a look over the images you have supplied of this damage to your shipment and it has been noted that this item was insufficiently packed for transport via a courier network. It does state on our website that items must be professionally packaged in a box, where the item is cushioned inside protecting the contents on all sides from the outer packaging. Based on the photo evidence provided, it was noted that there was no suitable protection between the items in the box and the outside packaging for this item to be protected whilst in transit. Our packaging guidelines online advise that there should be a minimum of approximately five centimetres worth of internal cushioning materials. I hope this has cleared some confusion up for you. Thanks.Do not use Interparcel
I endorse the negative reviews. I shipped 2 parcels with TNT, which picked up and delivered no problems. Then Interparcel sent me an invoice for extra charges!! I had 7 days to pay to receive a discount, so I paid on the assumption that if I disputed the extra charge it would take more than 7 days and I would be lumbered with an admin fee. I won't use them again. Show detailsHi Richard, thank you for your feedback and we apologise for any inconvenience this may have caused you. We have checked the order and can see a manual handling fee has been charged. Manual Handling f... Read more
ees are in place to cover additional attention your item may require due to different factors. This further assistance provided is not covered under the standard service when booked. Essentially, it is charged on freight that is not compatible with the Automatic Conveyor systems and therefore has to be manually moved and sorted through each warehouse it goes in and out of. This can be due to packaging, shape, contents and other factors at the courier's discretion. If you have any questions, please don't hesitate to contact us at reviewus@interparcel.com.auAvoid, awful service will cost you customers
Interparcel are not couriers. They are a middle man and an utter waste of time. You’re better off going through a reputable courier yourself and saving the grief. If anything goes wrong they just blame the courier - or the next level of middle man they’ve hired. TERRIBLE customer service, ZERO interest in supporting small business. I won’t ever use them again and I wouldn’t buy from anyone who was using them. They lost my package and after extensive efforts they didn’t return calls, didn’t answer emails when they said they would, and gave me multiple false dates for a delivery that never happened. They are awful and I highly recommend that you DO NOT USE. Show detailsQuestions & Answers
Can interparcel deliver the baby cot?The baby cot can be separated and be packaged in one moving box. How does it be charged if it can be delivered.
Hi Yunxi, as baby cots are classed as furniture, it is generally prohibited to be sent with our services however we can allow for the baby cot to be sent if it can be flat packed. Please note however,... Read more
if you wish to select a service including transit warranty, flat packed furniture is not covered for damage and only if deemed lost in transit. You will need to ensure this is packaged securely with internal cushioning. Our pricing is based on weight and dimensions as well as the location of collection and delivery so you will need to weigh and measure the exact details of the shipment to get an accurate quote. For further assistance, kindly contact our customer service team either by calling 1300 006 031, emailing at help@interparcel.com.au or through our live chat service available on our website.does startrack sub contract to interparcel?..my interparcel item says its been "left in a safe place" by startrack. ive looked in all the "safe" and unsafe places, also tried post office my tracking number didnt show up on their computer and they say they dont have contact with startrack or any couriers. confused as i thought startrack was owned by Australia post.
Hi Robert, Interparcel act as a third party broker re-selling the services of Australia's largest and best courier services. We provide the sender of your goods a vast list of options so it is possibl... Read more
e StarTrack was the nominated courier. Please reach out to our customer service team at help@interparcel.com.au for assistance locating your shipment.I’m wanting to ship some boxes from Sydney to the Far North Coast of NSW. I don’t know how to go about weighing these boxes to get a quotation. Any suggestions ! (Other than weigh all items independently and calculate).
Thank for any feedback
Sorry, can't help
Hi Cushla. Thank you for your enquiry! As our prices are based on the weight of your package as well as the dimensions, this information is needed to obtain a price and book in a courier collection wi... Read more
th us. I would suggest trying to weigh your parcels on bathroom scales. If you needed any further help, you can contact our friendly customer service team on 1300 006 0031, or use our live chat function via the website.Thanks for your reply.
Details
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Thank you for taking the time to provide the above feedback Wayne, and we are terribly sorry to hear you experienced a delay with the courier delivering your parcel. Looking into the order, I can see ... Read more
delivery has now been completed, as of 06/02 and signed for by yourself. We completely understand that delayed deliveries are frustrating, and this feedback has already been passed onto the courier by our customer service team who were helping you whilst the shipment was in transit. We are glad to see the order has now been delivered and the case has been closed.