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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.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.- 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
- 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,Find out how PACK & SEND compares to other Couriers
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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.
- 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
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
- Verified
Throwing my packages around on concrete then attempt to blame me.
Do not use Pack & Send. They use Couriers Please which are incompetent , disrespectful, and steal your deliveries instead of delivering them. Lost hundreds of dollars in a week because they are tards.
Hi Mark,
Thank you for taking the time to tell us about your experience with Pack & Send's Online Self Service. We're so glad to hear you were happy with our service and look forward to helping you again soon.
Hi Mark, we do sincerely apologise for the damage incurred to your items. While we do strive to ensure that all parcels we ship are handled with care, unfortunately from time to time items do get dam...
Read moreaged due to the rigours of general freight carriage. Adequate packaging plays a vital role in ensuring each parcel arrives in perfect condition. In this case, you sent glass jars that were, in our professional opinion, insufficiently packed, resulting in breakage. While breakage may not always occur whenever an item is not packed to a professional standard, we know it is far more likely to occur when fragile items are not thoroughly and suitably packed. To help you avoid breakages of your self-packed parcels in future, we encourage you to review the packaging guidelines on our website, and if you would like more specific advice, feel free to contact us and we would be very happy to assist further.Hi,
The packages were packed sufficiently. Do not blame me for your couriers. They are terrible because when the 1 of the packages was returned (the other was stolen by your couriers), they simply t...
Read morehrew the jars in a box WITHOUT ANY ADDITIONAL PACKAGING. The 1-star review will stay.Review collected in partnership with PACK & SEND
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- 4 reviews
- 3 likes
Choose Another Company. These People Are Hopeless
How can a parcel dropped off on December 1 2020 in Maroochydore Qld Still not be delivered as I write this? Rude staff , never returns calls, couldn't care less about providing the service you pay for . Use Australia Post.
Hi Terri, We're very concerned to receive this review and would like to investigate immediately into what has happened. Please email us at customerservice@packsend.com.au and be sure to include the fu...
Read morell details and your contact details and tracking number with your email.LOST my package
They LOST my package, tracking said it was delivered 4 weeks ago and it wasn't. They have stopped replying to my emails. The last thing they told me is 'it will turn up eventually'. Completely unacceptable and I am outraged. It's been lost for weeks. I used to love pack and send and used it all the time, never, ever again.
Hi Sofie. Thank you for your feedback and we are sorry to hear of this negative experience. We would like to look into the issue and do everything we can to correct it as soon as possible. Can I pleas...
Read moree ask you to contact us at customerservice@packsend.com.au with your tracking number, so we can assist with your enquiry directly. Thank you.- 2 reviews
- 3 likes
- Verified
Absolutely Appalling Service...They Use Couriers Please Of Course!!! Never Again!!!
After having constant issues with Australia Post Express Post and the increase in pricing I decided to look at other options. After reading the reviews here I thought I would give Pack & Send a go. Pricing was good and they said it would be 2-3 days for delivery.
Gave the box to Pack & Send on the 23/11/2020 and 5 days later...still nothing delivered and the tracking is appalling. Customer Service is even more woeful. I logged an online enquiring and got the most useless email back from [name removed] telling me to continue to check the scanni...
Hi Nathaneal. Thank you for letting us know about this. Feedback helps us tackle issues and become a better business. Everything that we do is designed to deliver superior customer satisfaction and it...
Read more appears we have failed you. We have implemented corrective measures regarding the issues you escalated. Our Online Self Service option is as advertised and transit times are estimates only. Our carriers are still being affected by restrictions relating to COVID and their volumes coming up to Christmas have also increased. We are all doing everything we can to accommodate in these times and thank all our customers for their patience. Please allow us an opportunity to make amends and receive our most sincere apologies.Find out how PACK & SEND compares to other Couriers
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- Verified
Poor and inaccurate tracking
Package was picked up 2 days after booking was made.
Online tracking revealed parcel sat at Sydney depot for 5 days. A week after pickup tracking revealed parcel had still not left Sydney..
The same day (Tuesday August 18) I received an email stating the package had been delivered. Checked with recipient who confirmed the delivery had not taken place. Subsequent investigation revealed that the parcel had not even reached the destination state. It was apparently sitting in Melbourne
There is still no sign of the delivery almost a week after it was claimed it had been delivered.
I rated this experience as terrible only because it was the lowest rating available
Hi Rod, Thanks so much for taking the time to alert us to this situation. We do apologise that your goods were not delivered inside the desired time frame. So that we can investigate further, please v...
Read moreisit our website https://www.packsend.com.au/contact-us/ and complete the enquiry form, being sure to advise your tracking number.Last Tuesday your tracking service reported that the shipment was still at Erskine Park. The same day I received an advice that it had been delivered in Tasmania - it hadn’t . Investigations revealed ...
Read moreit was actually sitting in Melbourne. Now a week later it still hasn’t been delivered. Pretty straightforward really - a dog’s breakfast. I’m not going to get into a tizzy about it but if you’re silly enough to request a review of either appalling or misleading tracking then I’m happy to provide it. Tracking number is AUW0343108E8. My suggestion would be to spend less time pretending to care and more on getting your tracking accurate.Hi Rod, Thanks for alerting us to this. I checked your tracking and can see the lapse in tracking information transmitted from our carrier partner. We will definitely pass your suggestions through to ...
Read morethe Account Manager for this carrier as an opportunity for process improvement.Review collected in partnership with PACK & SEND
Terrible, expensive and do not fulfil promise
No updates, apparently I needed to pay extra taxes before delivery could be finalised due to incorrect information on the document they prepared or pay extra to have item returned
Hi Liz,We're sorry to hear that the level of service you received fell short of your expectations and would like to investigate further for you. Please email us at customerservice@packsend.com.au and ...
Read morebe sure to include your contact details and tracking number with your email.- 10 reviews
- 6 likes
- Verified
Bad experience
Parcel delivered to wrong address, took 1 week to get receipt from carrier to work this out. My customer had to pickup his delivery from wrong address. I had to discount for the delay so now out of pocket to keep the customer happy. Shame this was the first time using pack and send
Hi Benny. We apologise for the negative experience. We would like to learn more about your specific situation and make things right. If you do not mind sending an email to our Customer Care Team at cu...
Read morestomerservice@packsend.com.au. We look forward to working towards winning you back on doing business with us again.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 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.