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PACK & SEND
4.5 from 5,885 reviews · View Statistics
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Listing monitored by PACK & SEND

Pros

Caring customer service
Efficient, on-time delivery
Reasonably priced services

Reviews

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Timbo
Timbo
  • 2 reviews
  • 1 like

No communication

published

My tracking stated that the delivery was going to be on one day however it arrived on a day when we were not present at home (with no notification) which meant the courier needed to wait for a lengthy period for us to return

Incentivised Review No
Sender or ReceiverReceiver
Delivery TimeLate
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
PACK & SEND
CustomerCare P.PACK & SEND

Hi Timbo,
Thanks so much for taking the time to write to us about your Pack & Send experience.
We really appreciate the great feedback you have given us and value your recommendation.

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Child aged 5 years sobbing with disappointment and exhaustion.

published

Order AUW0476534F
This is a surprise present for 5 year old child.
I was told yesterday 16/12/21 the parcel was out for delivery.
According to my tracker it arrived in Melbourne 15/12/21
Today 17/12 I'm told it arrived at the depot 7.27 this morning.
Incredibly disappointing and it's not O.K to make a 5 year old cry.

Incentivised Review No
Sender or ReceiverReceiver
Delivery TimeLate
Shipping TypeDomestic
PACK & SEND
CustomerCare P.PACK & SEND

Hi Rikki, We're very sorry that your delivery was delayed at this very busy time of year. We've checked your tracking number and confirm that the delivery was completed at 5.03pm today. We do apologise for the disappointment.

Rikki
Rikki
PACK & SEND
CustomerCare P.PACK & SEND

Thanks Rikki. We appreciate your understanding.

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megahertz
megahertzGreater Melbourne (Metropolitan), VIC
  • 11 reviews
  • 12 likes

Pathetic customer service and no accountability!

published

Booked a parcel to be picked up in Perth, the day came and went and I received no notification it had been picked up. Called customer service to be fed lies about it being regional. It was 20 minutes outside of Perth CBD, hardly regional. Had to call multiple times to get through to someone as their phone system intermittently hung up on me. Kept getting excuses and brushed off. Staff did not care when I threatened to cancel the job. Would never use them again!

Update: 1 hour after rebooking with TNT the parcel was picked up! So much for your crap about couriers being too busy Pack & Send!

Incentivised Review No
Sender or ReceiverReceiver
Delivery TimeNever Collected
Shipping TypeDomestic
PACK & SEND
CustomerCare P.PACK & SEND
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A.S
A.SGreater Melbourne (Outer), VIC
  • 2 reviews

Very Late Collection

published

They keep on saying that they already escalated the collection of my package, But there is no action done, keep on promising that the package will be collected but until now, package still sitting in the house waiting to be collected.
Schedule Date of Collection: 15/10/21
Until now, not yet collected

Incentivised Review No
Sender or ReceiverReceiver
Delivery TimeNever Collected
Shipping TypeDomestic
PACK & SEND
CustomerCare P.PACK & SEND
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Luca P.
Luca P.Perth, WA

Untrustable service

published

My Item was sent explicitly with direction of my sign at delivery time.
Instead the currier just throw 3500$ worth box outiside my house and left without wait anyone to pick it up!!
I dont mind that the item arrived with a week of delay ,But this is unacceptable!!!!

Incentivised Review No
Sender or ReceiverReceiver
Delivery TimeLate
Shipping TypeDomestic
Delivery Arrived in Good ConditionNo
PACK & SEND
CustomerCare P.PACK & SEND
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Greg
GregSydney, NSW
  • 2 reviews

Waste of time

published

Item was not picked up, sender stayed home all day waiting, when i rang Pack & Send they could not give me any idea as to when the item would be picked up. So I cancelled the service was told i would receive a full refund in 3 working days well that never happened. Open a paypal despute still waiting on Pack & Send to reply. Will never use them again.

Incentivised Review No
Sender or ReceiverReceiver
Delivery TimeNever Collected
Shipping TypeDomestic
PACK & SEND
CustomerCare P.PACK & SEND
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Emma Brown
Emma BrownSydney, NSW
  • Verified

Bad communication but very cheap and I received the packages after a 2 day delay

published

The packages were booked a week in advance and were picked up 2 days late after I’d canceled it. I left a message after the packages were not picked up and no one ever got back to me also because the driver didn’t buzz the apartment and the job was canceled we were concerned the goods were stolen from the apartment foyer. When I rang to confirm I was told the driver picked them up even though I’d cancelled the order so I Icancelled the cancel and the packages were delivered the next day. The cost was incredibly cheap though so the service was good value but bad communication. I’m happy they were delivered in the end.

Incentivised Review No
Sender or ReceiverReceiver
Delivery TimeLate
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
PACK & SEND
CustomerCare P.PACK & SEND
Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with PACK & SEND

  • Verified

Slow, required a lot of follow up

published

Booked a pick up for Wednesday, it wasn’t collected until the following Tuesday, after I called 3 times to ask what had happened. I didn’t appreciate the lateness nor the need to follow up myself. I understand that there is a leak in demand at the moment, and a 1-2 day delay was flagged on the website. I would’ve understood this if the communication had been better.

Incentivised Review No
Sender or ReceiverReceiver
Delivery TimeLate
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
PACK & SEND
CustomerCare P.PACK & SEND
Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with PACK & SEND

Julia C.
Julia C.Perth, WA
  • 2 reviews
  • 1 like

UPDATE: 35 days and counting with no update

published
Incentivised Review No
Sender or ReceiverReceiver
Delivery TimeLate
Shipping TypeDomestic
Delivery Arrived in Good ConditionNo
PACK & SEND
CustomerCare P.PACK & SEND
Julia C.
Julia C.

35 days now and still nothing

PACK & SEND
CustomerCare P.PACK & SEND
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Jay Ess
Jay EssAlbury
  • 7 reviews
  • 8 likes

Previously great experiences negated by appalling customer service

published
Incentivised Review No
Sender or ReceiverReceiver
Delivery TimeNever Collected
Shipping TypeDomestic
PACK & SEND
CustomerCare P.PACK & SEND
Jay Ess
Jay Ess
Jay Ess
Jay Ess

Just received a call from a subbie who went to pick up the painting but it wasn't there (!) having been collected previously yet with no one being informed.

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Clancy B.
Clancy B.Canberra Central 2601, ACT
  • 2 reviews

5 stars

published

Attentive to my problems and all round professionals in every way. Would recommend this service to a friend and hope that maybe parcel arrives soon. Affordable and reliable service for everyone to use.

Incentivised Review No
Sender or ReceiverReceiver
Delivery TimeNever Collected
Shipping TypeInternational
PACK & SEND
CustomerCare P.PACK & SEND
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Michael Davids
Michael DavidsGreater Melbourne (Inner), VIC
  • Verified

Great work, goods were delivered and well looked after!

published

Delivery wasn’t within expressed delivery time but understand that it was a regional and interstate route. Glad the goods were delivered with no damage. Shawna from customer service was helpful with updates on tracking information.

Incentivised Review No
Sender or ReceiverReceiver
Delivery TimeLate
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
PACK & SEND
CustomerCare P.PACK & SEND

Hi Michael, Thank you so much for taking the time to leave such a positive review and for acknowledging Shauna from our Customer Service team. We really appreciate your business and look forward to helping you again in the future.

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Review collected in partnership with PACK & SEND

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Jeremy Davis
Jeremy DavisSouth East Queensland, QLD
  • Verified

I would not use them again

published

This was my first time using them. I used the self service option and booked it in for a 12-5pm pickup window. The sender took the day off work. Driver never arrived. I called just before they closed and was informed sometimes they run late and to wait. Sender waited till 7:30. No communication at all. Called back following week to rebook and they insisted it is to be a whole day window even though the website gives you a time frame. Driver just showed up the next day even though I had booked for Wednesday. The booking pickup is basically worthless. Very frustrating experience not worth it try elsewhere.

Incentivised Review No
Sender or ReceiverReceiver
Delivery TimeLate
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
PACK & SEND
CustomerCare P.PACK & SEND
Jeremy Davis
Jeremy Davis
PACK & SEND
CustomerCare P.PACK & SEND
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Review collected in partnership with PACK & SEND

Allen
AllenSydney, NSW
  • 2 reviews
  • Verified

Can't send electronics

published

Can't send electronics because: dangerous goods for online service

No TV, no computer, no console, no raspberry Pi, no mobile phone, not even components. Dangerous goods. idk. it must be because of those exploding Samsung phones.

Incentivised Review No
Sender or ReceiverReceiver
Delivery TimeLate
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
PACK & SEND
CustomerCare P.PACK & SEND
Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with PACK & SEND

  • Verified

Bouncing between Cairns and Brisbane

published

While the service and support from the Cairns crew was outstanding, Startrack's delivery was terrible - the parcel went from Cairns to Brisbane, then back to Cairns, before finally heading south towards Canberra. No explanation as to why; while a ticket was raised with Startrack to investigate, have heard nothing back. Took a week longer than it should, and while this is all Startrack's issue, I have no avenue to rate Startrack, so PackSend receives some of the ire.

Incentivised Review No
Sender or ReceiverReceiver
Delivery TimeLate
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
PACK & SEND
CustomerCare P.PACK & SEND
Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with PACK & SEND

Page 1 of 2

Questions & Answers

Unhappy Customer
Unhappy Customerasked

Can you guarantee that a parcel will be delivered in the next 1-2 days from pick up?

1 answer
PACK & SEND
CustomerCare P.PACK & SEND

Hi, In the current situation with so many people affected by COVID, it would be inappropriate to provide any 'guarantees' regarding transit times. Our PACK & SEND service centres can provide you with a variety of service options to choose from. Just visit our website to find your closest store - https://www.packsend.com.au/service-centres/.

Navjot
Navjotasked

Why it is showing that (UPS initiated contact with the sender to obtain clearance information. Once received, UPS will submit for clearance.)

1 answer
PACK & SEND
CustomerCare P.PACK & SEND

UPS is a partner of PACK & SEND and are used for international shipments. They contact the sender's or receiver for information to assist with the clearance process. Do you have a specific tracking number for a booking?

Salumalo A.
Salumalo A.asked

Hi does anyone know what partner courier Pack and Send use for Fiji, parcel has been in customs for 7 days now and hasn’t updated in 5 days.

1 answer
PACK & SEND
CustomerCare P.PACK & SEND

Hi Salumalo, Please advise your tracking number so we can take a look for you.

See all PACK & SEND questions

Get an answer from our members and PACK & SEND representatives

Details

Pack & Send delivers both packed and unpacked goods, including fragile, oversized and highly valuable items.

Services include: local and point to point services - for deliveries sent and received in the same city or town, priority services - for delivery on the next business day, interstate and international courier services, and courier satchels available in a variety of sizes, which are delivered on the next business day.

Points of praise for Pack & Send

  • An exceptional level of care from the Pack & Send customer service team was highly appreciated by reviewers.
  • Fast deliveries were made, with goods arriving either on time or earlier than the required date.
  • Parcels were commonly reported to have arrived at their destination in good condition.
  • A number of first-time customers stated that as a result of their positive experience, they’d choose the Pack & Send courier service to make their deliveries in the future.
  • The online self-service booking system proved itself to be an easy and straightforward process.
  • Pack & Send provides a cost-effective service, which some reviewers pointed out is cheaper than using Australia Post.

ProductReview_2022 Awards_logo

If you need goods delivered safely and efficiently, Pack & Send is a reliable option. This courier is clearly a trustworthy option - and has three ProductReview awards for Best Courier to show for it, earned in 2019, 2021 and 2022. Top points were awarded for goods being delivered on time and in good condition.

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