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- 3 reviews
- 7 likes
Can’t find my parcel, no updates and no deadlines given
I was suppose to receive my urgent parcel 6 days ago. There was no updates whatsoever and when I called, the lady insisted I would receive it a few days later. Today I called and they said it’s misplaced and will take 7-14 days to search. Totally irresponsible.
Worst experience with any company, EVER!
Very unfortunate experience with Pack & Send. Booked in a delivery for Melb from Syd and the parcel ended up being returned to sender due to unsuccessful delivery. After my third phone call, I was told that there's nothing they can do and I have to re-book and pay again ($100). Yes, the sender received a tracking number, however, the receiver received zero correspondence or notifications regarding the parcel. A card wasn't left at the address when delivery was attempted either and all I was told on the phone was that it was my responsibility to...
Read more provide tracking updates to the receiver... I have received countless parcels in my time and not once have I not been updated on a delivery from the courier themselves. I then received an email from the pack and send advising me that the parcel has been successfully delivered... what?! I wanted the situation sorted but the only solution they have provided me is to pay for the service again. Zero (and rude) customer service.Thank you for your review and we apologise for any confusion or inconvenience caused. The Online Self Service is a DIY platform and advises it is the responsibility of the customer/sender/receiver, to...
Read more obtain the tracking information at the time of booking, for tracking purposes. As we are not a courier directly, our services differ from a standard carrier. If you wish to discuss in more detail, please DM us customer service@packsend.com.au with your tracking number.1) All you have on the booking form (relating to this) is:
"Track & Trace: - Available on our website using your assigned Online Self-Service tracking number."
That does not effectively communicate th...
I am terribly sorry you had this experience and I can see that our typical service level was not met on this occasion. The Self Service platform offers a DIY service carried out by our suppliers, to d...
Read moreeliver on our behalf. We are unsure of the events and why the standard delivery protocols were not met, and this is something our team will investigate directly. All feedback for the supplier & CSR will be reviewed and appropriate measures will be undertaken. We apologise again and please do not hesitate to contact us at customerservice@packsend.com.au if you wish to discuss further.lost my belongings and horrible customer services
I was moving from Sydney to Melbourne. I had 7 boxes delivered from Sydney to Melbourne in January and I received 6 of them at the beginning of February. The seventh box was then claimed that it is delivered but I have never received it. All I got was a piece of cardboard (see attached pic) that was cut out of the original missing seventh box. I have no idea how that could happen. I tried to reach out to customer services and they kept telling me they were trying to resolve the problem. Then, in March they sent me an email one last time telling...
Read more me that the parcel has been deemed lost in transit, and then I have never heard from them again. It is April already and my most expensive box among all was lost. The customer services just disappeared.Thank you for the review & feedback Hayes and we are terribly sorry to hear of these events that have unfolded. We can see that our typical service level was not met on this occasion, and we apologise...
Read more for the inconvenience this may have caused. Thank you for the tracking number and please allow us to urgently look into this and DM you with a response.Hi, thank you, I would love to hear from you again, thanks.
Our apologies Hayes. Please allow me to contact PACK & SEND Mascot on your behalf.
- Verified
$70 for 3 weeks late parcel from Illawarra to Adelaide
Purchased expensive bike wheels. Paid for courier, express send and insurance. After 4 weeks told it might be another two weeks. When I asked why I was told it was because of flooding in the far north of SA. I live in Adelaide. They then said it's probably because of the serious train derailment in the east of Adelaide. Again, what? App not updated. Told 24th Jan, then 27th, then 4th Feb, then 12th. Now maybe 15th. I work in Adelaide, can I drive the 10 minutes and pick it up. Yes, will send you the details. Then nothing. If you've lost my whee...
Read morels just tell me because it sounds like I'm just boring their call centre. Should have paid for a flight on Jetstar to pick them up, cheaper and quicker. 6th Feb update. Have now been given four excuses - far north rain (600ks from our house), the Adelaide train derailment (?), Covid and no drivers. Yeah, but I can drive the 20 mins to the depot and pick it up. It's being driven around Adelaide being scanned in and out but not delivered?Thanks for the post Craig and we apologise for this inconvenience. DM's have been taking place with yourself & the CS Team, who are working closely with the carrier to provide a resolution ASAP. There...
Read more are many factors surrounding your shipment which have caused the delays and communication has been provided for the location of your consignment. Please remain in contact with the team to ensure a quick resolution.Still hasn't arrived. "Quick Resolution"? Over weeks and zero delivery with app not updated since the 27th of Jan. Yep. Great communication?
I understand your consignment has been delivered to a LPO and this has been communicated to you from the Customer Service Team this morning. Our tracking is linked with the carriers and once scanning occurs, the tracking will update.
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- Verified
Worst Service Ever - Parcel Never Delivered and Customer Service Non Existant
One parcel is still undelivered after 6 months and customer service more or less said that is is unlikely to be delivered or found, the 2nd parcel was cancelled after we waited over two weeks for it to be picked up and the 3rd parcel arrived after being out for delivery for nearly 2 months. Not good enough. AVOID if their chosen carrier is Aramex/Fastway.
Hi Kim, We're very concerned to receive this review and would like to know more information as we are unable to identify your consignments form the information you've provided. Could you please email ...
Read moreus with your tracking numbers so we can look into this further for you. Please email onlineselfservice@packsend.com.au.Review collected in partnership with PACK & SEND
- Verified
I was very confused
I sent 2 bags and received a call: only one arrived. I wonder where the other one is. The person who called me said it is probably the sender’s fault.
Hi Monica, Thanks for posting this review regarding a recent shipping experience. We've checked the consignment number you quoted and only one bag has been booked in against this tracking number. Can ...
Read moreyou please check the tracking number again and contact us at customerservice@packsend.com.au so we can investigate this event for you?Hello, sorry the tracking number is AUW0463824D0. Today I went pick up the first bag, we clarified that the second bag is on its way.
Thank you Monica and we are glad to know your 2nd parcel is on the way. We sometimes see split shipments for many reasons and I hope this hasn't inconvenienced you at all.
Review collected in partnership with PACK & SEND
- 6 reviews
- 11 likes
- Verified
Updated review
An update to my previous review...
As a weekly user of Pack & Send, I'm VERY SAD to say that Pack and Send has joined the ranks of other pathetic services, including Sendle (zero stars for them), Smartsend, and others, who manage to lose parcels and keep stringing people along for several weeks before finally admitting they haven't got a clue.
My very large parcel (1.8mtrs tall, 800mm wide) traveled 40 minutes from Rutherford to Newcastle, where they promptly lost it, after scanning it into the depot. How they lose something so huge is beyond me.
However, it took a further 6 weeks before they finally advise us that they lost it.
Hi Jeff,
It’s so great to receive feedback like this from our happy customers. We're so glad to hear you were happy with our service and look forward to helping you again soon.
Sadly, I've had to update my review once again, in the negative.
Lost packages when they measure 1800mm high by 800mm wide, it's pathetic, to say the least - or stolen at best.
Either way, it's damagi...
Thanks for the feedback Jeff and we apologise for any inconvenience caused. PACK & SEND are a freight reseller and information is provided to us by the carrier throughout their investigation. Freight ...
Read moreunfortunately can be misplaced through the network which unfortunately creates a Lost in Transit consignment. We would be happy to discuss in detail if you wish to DM us and attention the CS Manager at customerservice@packsend.com.au with your tracking number.Review collected in partnership with PACK & SEND
Very dissapointed
Delivered parcel to Bendigo pack and send,was picked up by courier 22.9.2021 , contacted numerous occasions still missing as of today 9.10.2021 , told it would be looked into still no emails or communication since
Hi Peter, We apologise for the delayed delivery of your goods. We've checked our records and can't find a record of a booking in your name. So that we can assist you further, please email us at online...
Read moreselfservice@packsend.com.au, advise your tracking number and we will look into this right away for you,Poor service
Customer service non existent. 2 parcels collected going to same address and 1 not delivered and no idea where it is. Will never use them again. Would have been quicker to send by anyone other than them!
Sorry to hear about this, Marg. We do apologise for what has happened. In order to investigate further, we do need your tracking number. Please DM us wit this information and we can look into the matter for you.
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- 2 reviews
- 4 likes
Kingsgrove (Syd) Pack and Send
Orig quote $80,took their advice packed item and resubmitted, new quote $60,"ok,pickup" (3 blocks from depot),Was then rang up, $85 (??),"unhappy but go ahead. Next call, it's $125,"Really ??". Well you packed it, its bigger now. lost it at this point, being disabled with poor hearing and speech I don't really enjoy being exploited, I also made another error and put down price I paid for item ($20) not its value ($150).I'm assuming my tool cabinet is now sitting on their wall . And just to emphasize how poor this service is,1 hour after losing it with them Sendle delivered a larger cabinet, also interstate within 2 days and a third of their price.
Guess who I'll be using in future .
Hi, We're very disappointed to receive this review and have followed this matter up with the Kingsgrove service centre. They have no recollection of any transaction resembling the incident you have de...
Read morescribed so we would like to investigate further. Please email us with full details, including your consignment/tracking number and we will follow up right away - customerservice@packsend.com.au.Originally spoke to Ricky, who was good, then an Indian(?), I asked to speak to Ricky again as I have difficulty with accents because of my hearing and was refused, I couldn't understand why quote inc...
Read morereased if your workload decreased, After cabinet was picked up the price had gone up another $40 because of packing- made no sense should have been at least $10 cheaper than original $80 quote, No consignment /tracking number as it wouldn't have been entered, the $80 and $60 quote reference is Ref AU-KGRV02196185 and AU-MRKV02118766, As an aside I had a brilliant relationship with Shepparton P & S, over a number of years, which was why i decided to go thru you again- error number 112Brilliant - thanks. I will refer this onto our management right now.
- 2 reviews
- 1 like
- Verified
Parcel not delivered and terrible communication!
We selected Pack and Send following their overall good reviews to send a regular gift parcel from Brisbane to Melbourne with both the insurance and signature on delivery. We were aware that due to COVID, delays of about 2-3 additional days (on top of the regular 2-3 days delivery) may occur. While it is understandable, it became concerning that after 11 days, the tracking status still hadn't been updated. It took over 4 days and 7 calls attempt to get in touch with them in the meantime! We then got notified of the delivery details but my daught...
Read moreer never received the parcel! We called Pack and Send and they just told us that couriers have the option to not honour the 'signature on delivery' due to COVID. Again, we absolutely understand but DON'T GIVE US THE OPTION then and don't charge us for it!!!!!! But most of all, the parcel has disappeared and the customer service offered neither helpful options nor a timeline for resolving the problem, despite having paid for the insurance! We are now just waiting for them to DO US A FAVOR and potentially decide to action the issue or not! Unbelievable! We are far away from our daughter and it is yet another birthday apart, this experience with Pack and Send made it all the more difficult! AVOID THEM!!!Hi Vanessa, Thanks for sharing the details of your recent delivery experience. We do apologise for this situation. We can identify your tracking number and can confirm that we are currently awaiting d...
Read moreetails from the carrier regarding your delivery. Our Customer Service representative is currently doing her best to resolve this matter for you and will be in touch as soon as she receives a response from the carrier.Our parcel was lost nearly two weeks ago now and no solution has yet been offered. Additionally, the service team is unreachable over the phone.... If you send parcels with them, do not bother paying ...
Read moreextra for signature or insurance as it won't help you if the carrier loses it. So long as the carrier concerned does not want to address it, Pack and Send does not even try to resolve the situation.Hi Vanessa, We're sorry for the time that this issue has taken to investigate. Our team has done its best to resolve the situation but is reliant on receiving information from the carrier involved. We...
Read more understand that our team has been in touch with you to finalise the investigation.Review collected in partnership with PACK & SEND
- Verified
not for home users
Best for businesses not homes
Package not picked on scheduled day. 9am - 5pm couldn't move from my house, didn't come! Picked up next day, still took 2 days to go 20kms
Hi Suzanne, We apologise for the delayed pickup of your shipment. Our carriers are currently experiencing higher than normal parcel volumes and pickup delays due to COVID disruptions. This situation c...
Read morehanges on a daily basis and our drivers are doing their best to deliver all parcels as quickly as possible. During the booking process you can elect to drop your goods at a nearby Pack & Send store to save staying at home. Even though the travel distance is 20km, the service is not a point to point courier and still goes into and out of the central carrier depot. I hope this information assists you.Review collected in partnership with PACK & SEND
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- Verified
Pack but don't send!
Sent 3 packages from Melboune to Woolongong only 2 arrived that was 11 days ago and still waiting on 3 item to be delivered to my client who is understandable disgruntled and it makes me look bad. customers service is unhelpful with no transparency or care.
Hi Panasonic, We're sorry to hear of the experience you've outlined and apologise for the split delivery and delay in arrival. So that we can investigate further, please email us at customerservice@pa...
Read morecksend.com.au and be sure to include your contact details and tracking number with your email.Review collected in partnership with PACK & SEND
- Verified
Worst service, never delivered package instead dropped it off to a post office.
Did not deliver parcel, dropped it to a Post Office instead. Would never use this service again. Paid for overnight delivery when we could have paid Aust post less. Bad service.
Hi Cheryl, Thanks for alerting us to this event. We apologise for the inconvenience caused here. We are able to identify your consignment and will enquire with the carrier involved as to why the goods were not left at the desired location.
Review collected in partnership with PACK & SEND
- 3 reviews
- 1 like
- Verified
Terrible from start to finish - will not use again
Online service used
Dreadful
Didn't advise of the pick up not being done
Tried to charge extra $44 for pick up even though advised of details
Startrak who were commissioned by them to deliver at the other end lost one of our boxes
Hello Bh1, We're disappointed to receive your review and apologise for any inconvenience caused. We're aware that our Customer Service team has been in contact with you regarding the problems experien...
Read moreced by the driver in having your goods picked up and the need to arrange a personalised collection. The team is also currently working with Startrack to locate the final box.Review collected in partnership with PACK & SEND
Questions & Answers
What's the shipping charge I want to send cycle (bike) weight 9 kg to India ( assam) pin code 781005
Good Morning. Thanks for the enquiry and for this we have a couple of options. You can visit our website for an Online Service or for the option to ship with a local Service Centre. They provide a per...
Read moresonalised service that will ensure they take care of everything for you. Please visit the locations page found on the following link for information on this option. Thank you. https://www.packsend.com.au/Can you please confirm that the additional cost for a signature on delivery will ensure that a signature is obtained and parcels will not simply be left on doorsteps etc?
Thanks for the contact Liz. This option is provided on the basis the carrier & delivering driver, recognises this request and obtains the signature. If for some reason it is not obtained, we will be h...
Read moreappy to investigate and refund the additional cost.Can you guarantee that a parcel will be delivered in the next 1-2 days from pick up?
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 ...
Read morea variety of service options to choose from. Just visit our website to find your closest store - https://www.packsend.com.au/service-centres/.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.
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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Thank you for your review Rambo and I am sorry to hear of this missing item. Our carriers are seeing high volumes at the moment and we apologise for any inconvenience being caused. The Customer Servic...
Read moree Team work closely with the carriers and will be in contact with you as soon as they have answers provided to them. Feel free to contact them for information in the meantime.