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- 11 reviews
- 12 likes
Pathetic customer service and no accountability!
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!
- 2 reviews
Very Late Collection
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
Hi Alex, We do apologise for the delayed pickup of your goods. We have already escalated this with the carrier and await further confirmation. We will again contact the carrier involved and refer the ...
Read moremanagement for urgent attention. In the meantime, please ensure that your goods are properly boxed, labelled and ready to go.
- 2 reviews
Waste of time
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.
Hi Greg, We're sorry to receive this review and apologise for the delayed delivery. The national freight network is experiencing delays with pickups and deliveries due to excessive freight volumes and...
Read more COVID restrictions. There are alerts to this effect on our website and also alongside the estimated transit times during the online booking process. Our carriers are doing their best to collect and deliver the large parcel volumes quickly and safely throughout this busy time. Refunds normally take a few days to process, and I can see that the refund was processed last night.
- 7 reviews
- 8 likes
Previously great experiences negated by appalling customer service
Sent small painting to Sydney, packed in a bespoke wooden box with anti-shock padding and screw down lid. Drove 127 kilometres to my nearest store in Wagga to drop it off and they couldn't be more helpful.
Getting the work back was a different matter. The return was cancelled because a painting is classified as 'dangerous goods' if booked online. I was provided with this information by a rude, repetitive and uninterested employee named [Name Removed] who couldn't be less helpful given that my request to transfer all the necessary paperwork to...
Read more the storefront empowered to assist was not granted and I had to go through all the details again with that store. So apparently if you book online a painting is dangerous, if you ring for service or attend a storefront, it is not. Nothing, nothing was any different to my previous uses of their service for exactly the same purpose, destination and pick-up. The customer service officer's constant reference to the FAQ's on the website was her response to my equally insistent responses that I had used the service multiple times before without a problem. Very poor.Thank you for your feedback Jay and I understand that you have already been contacted by our Customer Service Manager to explain the difference in the services we provide. We offer in store consignmen...
Read morets, which you have chosen to do with PS Wagga Wagga and we have the Online Service. Certain items are not permitted to travel online. All our Customer Service representatives are fully trained in their field and the freight industry, and their abilities are an asset to our company. We refer all our Online customers back to our website for the POG (Prohibited Online Goods) list & the T&C's, not the FAQ's. All of which is agreed to at the time of booking. If you wish to discuss in more detail, we will be happy to do so. Thank you.
Thank you customer care. Your responses are appreciated but it remains unanswered as to how the painting can get to its destination securely packed yet not be permitted to return in exactly the same p...
Read moreackaging nor how it has not been a problem before. I appreciate the difference between online and over-the-counter booking but some clarification on the website would be useful for cases such as this where the consigner is seeking return remotely and therefore not able to attend a service centre. Thank you.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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- Verified
My package wasn’t picked up on the day I organised for it to be collected.
My package wasn’t picked up on the day I paid for it to be collected. When I called there was no one in customer service over the weekend so I left a message. I was never contacted back so I had to call them again. They apologised but offered me no recompense.
Hi Jemma, We appreciate you sharing the details of your recent experience and we apologise that the level of service you received fell short of your expectations. So that we can investigate further, p...
Read morelease visit our website https://www.packsend.com.au/contact-us/ and complete the enquiry form, being sure to advise your tracking number.Review collected in partnership with PACK & SEND
- Verified
Package not picked up even after 48 Hours after booking online & staff don't keep up to their commitment to revert.
Writing this review on a Friday night:
1) Wednesday evening - I made on booking online at about 6 pm for a package to be picked up from Brisbane, to be delivered at a P&S service centre in Sydney and an online confirmation received to pick-up my package on Thursday between 11 am & 5 pm.
2) Thursday morning - I received a call from the P&S service centre in Sydney, saying the declared value of the package was $800 (high), so the warranty will cover loss, but not damage. But the package was NOT picked-up on Thursday.
2) Friday morning - Since o...
Hi Vijay, We do apologise that your goods were not collected within the correct timeframe and for the inconvenience that your sender has experienced as a result. So that we can investigate further, pl...
Read moreease email us at customerservice@packsend.com.au and be sure to include the above information, plus your contact details and tracking number with your email.Review collected in partnership with PACK & SEND
joke plus service
paid for a courier service then got told by the driver unsuitable to transport a front bumper plastic doesn't say anywhere you can't transport car parts at all did paypal claim and they still dont think there in the wrong joke plus service don't use this place at all use sendle.com.au far better than pack and send crap
Warning don't use this place !!! Use only sendle.com.au far better service!!!!
Hi Aaron. We are sad to hear you had this experience with our service. It does however state at time of booking, to check for any restrictions with the shipment and if clicked, it would have been know...
Read moren that Car Parts/Automotive Panels can't be sent through the online service as it is a Prohibited Online Good. We apologise again for the inconvenience.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.
Extra Information
PACK & SEND is a ProductReview.com.au Awards Winner for 2022, 2021 and 2019
10/10 - The Best Delivery Service
Great service...
Great Delivery Service.
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Hi Megahertz, We're sorry to receive this review and hear of your dissatisfaction. Although your suburb may be 20 minutes out of Perth, sometimes the carriers that we use assign agents for these colle...
Read morections and real time communications are not always available to ascertain the exact status of the pickup. We do apologise for the service lapse you've experienced.