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Pros
Caring customer service
Efficient, on-time delivery
Reasonably priced services
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Andrew BlackGreater Melbourne (Outer), VIC
- Verified customer
Cheap and average
They're pretty poor, always subby to startrack or couriers please and 9/10 drivers are pathetic. Booked a parcel in one day and 3 days in a row they couldn't arrive to collect
1 comment
Review collected in partnership with PACK & SEND
- Verified customer
Very Poor Handlers
Not impressed when you go to the extra effort to pack up a fragile item plus label the box FRAGILE only to receive your boxed package broken thanks to the wonderful handlers from whatever courier service Pack n Send decide to use on the day. these fool packers need to be alot more careful with peoples items i say. they couldnt give a damn.
1 comment
CustomerCare P.PACK & SEND
Hi Roland. Thank you for taking the time to leave us a rating and we apologise for any inconvenience caused. We strive to satisfy all our customers, so we would really appreciate it if you could get i...
Read moren touch with us at customerservice@packsend.com.au, with your tracking number, to discuss. We are genuinely keen to understand and resolve your concerns, if you would be so kind as to share them with us.Review collected in partnership with PACK & SEND
Other Couriers
Graham BrownSouth East Queensland, QLD
- Verified customer
Service has deteriorated.
Parcel took a week from Gold Coast to Brisbane. Parcel was accepted by the depot, after 3 days and no news I was told that the parcel was rewrapped, which was unnecessary, We have been sending parcels wrapped in this way for 19 years, with Pack & Send and other couriers, Fastway, Aramex, Australia Post and others. I should have been told this when dropping off at depot, not after 3 Days. Then there is "Couriers Please" who took another 3 days with incorrect tracking information. We have previously experienced problems with "Couriers Please" and an alternative carrier should be used by pack and send.
1 comment
CustomerCare P.PACK & SEND
Good Morning Graham. Thank you for taking the time to leave us a rating and we apologise for any inconvenience caused. PACK & SEND transit times are estimates only for travelling during business days ...
Read moreand we can see that your consignment spanned over the Easter long weekend also. We apologise again and hope you enjoy your day.Review collected in partnership with PACK & SEND
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April M.Central Queensland, QLD
- 2 reviews
Mackay franchise a joke
Paid $93 to send a parcel to a friend in Melbourne, which was still going to take 5 days to arrive by truck plus w/e. I drove in specially to the shop at 12 so and was told couriers picked up in the afternoon. Also insurance was only available if it went to another Pack & Send instead of their home. Called the next day to get a tracking number as of course the owner who 'bought herself a job' got my name & email wrong. Turns out the parcel was not sent & would go this afternoon, so losing 2 more days. Funny how their scales had the parcel 0.7kg heavier than my home scales too.
1 comment
CustomerCare P.PACK & SEND
Hi April. Thank you so much for taking the time to alert us to this situation and we do apologise for what has occurred and understand your dissatisfaction. Please know that this matter will be urgent...
Read morely investigated with all parties involved. We've taken note of the points you've raised to take up directly with our team.Ross McleodGreater Melbourne (Inner), VIC
- Verified customer
Terrible pick up service by Couriers Please - allocated shipper.
No our item was not picked up on time and still currently waiting for pickup after 3 days. We had notified you that the parcel was not picked up and we were told it was reallocated for pickup the next day. Again the parcel was not picked, again we notified you, again the parcel was supposed to be reallocated and once again we are still waiting for an express service pickup. NOT impressed at all.
1 comment
CustomerCare P.PACK & SEND
Hi Ross. Thanks so much for taking the time to alert us to this situation and we do apologise for what has occurred here. We are unsure why specifically, the pickup is failing and the CS Team are in c...
Read moreonstant contact with the carrier and are doing everything they can to get this collected. Please feel free to call us for updates. Thank you.Review collected in partnership with PACK & SEND
Matt PavlenkoPerth, WA
Delays in pick up from pack and send store
The box I sent left the Balcatta store 7 days AFTER I dropped it off ... sadly it was my daughter’s birthday stuff arrived late ! Thirty words unhappy !!!! Really more annoyed
1 comment
CustomerCare P.PACK & SEND
Hi Matt. Thanks so much for taking the time to let us know of your recent experience and we are sorry it was a negative one. As an Online DIY service, the Customer Service Team in Head Office do not m...
Read moreonitor bookings and should be notified of any potential issues seen and can act swiftly to ensure your enquiry is resolved with the carrier. We will ensure this doesn't happen again.LilGreater Melbourne (Outer), VIC
- Verified customer
First time customer. Not impressed.
RE: AUW0402228E9
I chose to pay over twice that of Australia Post's fee to send a letter using Pack & Send's express document option from Melbourne to Davao (in the Philippines) owing to the promised expedience with which the letter would be delivered. To quote your own website -
'PACK & SEND specialises in the urgent courier delivery to the door to virtually anywhere in the world. We safely and securely courier items such as tenders, artwork, banking, legal documents, promotional material and business correspondence.'
The online booking in...
Read moredicated that delivery would take 1-2 days plus a couple of days more to allow for delays. Great! I handed over over the letter at the Werribee branch on 10 March. Immediately, the delivery estimate became 9 days (19 March), according to your tracking service. Later than expected, but still acceptable. Well, the letter arrived in Manila on 12 March, has not moved since ('shipment on hold'), and - of course - missed yesterday's delivery deadline. An entire week in delivery limbo! There ought not be a customs issue, since it is only a document. Further, Manila is at the other end of the country from Davao, the destination. What is going on? How much longer will this take? And, should I need to find an alternative, how do I claim a refund for your company's unacceptable failure to deliver the service for which I paid?1 comment
I will amend this review by saying that my document was eventually delivered, albeit later than expected. To be fair, I would now rate the service as 4 stars - P&S lose a star for being misleading wit...
Read moreh their promised delivery timeline, which in my case took 11 days rather than the advertised 3 to 4 days. Otherwise l am satisfied and would use this service again (only with modified expectations). So, thank you! Lil.Vivek GuptaSydney, NSW
- Verified customer
Extremely late delivery.... I had to call and email to get the updates.
It took 11 days to ship Sydney to Sydney package. I had to call and email to get the updates from customer rep. Never going to use this service again.
1 comment
CustomerCare P.PACK & SEND
Hi Vivek. Thanks so much for taking the time to alert us to this situation. We're sorry to hear that the level of service you received fell short of your expectations. The PACK & SEND Online Self Serv...
Read moreice is a DIY option that is not physically monitored by our Customer Service Team and they do need to be contacted to assist. We apologise again for for any dissatisfaction caused and hope that we can assist again in future.Review collected in partnership with PACK & SEND
Other Couriers
Jennifer HallGreater Melbourne (Metropolitan), VIC
- Verified customer
Very slow
As the online bookings default to fastway I have no option to choose the carrier. To choose the carrier I have to go into the P&S depot which results in 4 x the online cost. Fastway have proven to be unreliable and very slow
1 comment
CustomerCare P.PACK & SEND
Hi Jennifer. Thanks so much for taking the time to alert us to this situation. We're sorry to hear that the level of service you received fell short of your expectations. We will definitely pass this ...
Read moreinformation through to the carrier involved and use your feedback as an opportunity to improve.Review collected in partnership with PACK & SEND
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JuanPerth, WA
- Verified customer
Bad services
Terrible service, they play with your time. The couiers show up one day after the day acorded, I can not believed thay dont use the phone, what a waste of resources.
1 comment
CustomerCare P.PACK & SEND
Hi Juan. We appreciate you sharing the details of your recent booking experience and we do apologise for what has occurred here and understand your dissatisfaction. So I can look into this further for...
Read more you and provide some answers, may I please ask for your booking reference number?Review collected in partnership with PACK & SEND
St GGreater Melbourne (Metropolitan), VIC
- Verified customer
Awful, won't use again
From metro Vic to rural Vic, estimated delivery time two business days. On the afternoon of the third day I called to see where it was, only to be told they had outsourced the delivery to another company. 'Unfortunately your package won't be delivered for another two days as it's a rural area", but wouldn't give me the name of the other company, so I couldn't even make alternate arrangements to pick up at the depot. Really disappointed.
3 comments
CustomerCare P.PACK & SEND
Hi St G. We appreciate you sharing the details of your recent booking experience and we do apologise for what has occurred here and understand your dissatisfaction. So I can look into this further for...
Read more you and provide some answers, may I please ask for your tracking number?AUW039763680
CustomerCare P.PACK & SEND
Thank you for this information. The transit times on our website are estimates & are to be used as a guideline only. As we are not the carrier and are the freight reseller, we rely on our suppliers to...
Read more deliver on our behalf. Most of the major carriers do not service rural or regional areas and enlist the contracts of local agents to deliver. These agents may not deliver to your address everyday as they work off alternative timetables and certain routes. We are limited to our carriers agent information and we apologise that we were not able to provide more specifics. I hope this clarifies any questions you may have. Thank you.Review collected in partnership with PACK & SEND
ArnieGreater Melbourne (Metropolitan), VIC
- 2 reviews
- 1 like
- Verified customer
Normally good, but not this time ...
Normally I am happy with using Pack and send, and their choice of courier company. However, this time Couriers please was used for a delivery from Melbourne to Perth. It was picked up 11th December and the first attempt at delivery was the 18th January! After a number of phone calls to P&S to ask the courier to attempt re-delivery, one more attempt failed, multiple shuffling between depots, and the parcel was eventually delivered on the 11th February!
Thank you to Pack & Send for helping to sort this out, but the choice of courier this time was not a good one.
1 comment
CustomerCare P.PACK & SEND
Hi Arnie. Thanks so much for taking the time to alert us to this situation and we are sorry for any inconvenience caused. The Online Self Service is an automatic service that generates the carrier in ...
Read morethe background after all the detail is entered. For options on choosing freight services, we recommend using a local PACK & SEND Service Centre as they have more options to choose from. I will be sure to pass on the feedback to the Customer Service Team regarding their assistance. Thank you again and have a great day.Review collected in partnership with PACK & SEND
Anton SantosoPerth, WA
- Verified customer
Excellent
Drop my package at pack & send on Thursday, & they forgot to pick up, checked website on Tuesday morning next week & my package still sitting at pack & send, I contacted customer service asking for pick up asap, the good news is they could pick up on that day. I can't imagine if I didn't contact pack & send, may be my package has never pick up.
1 comment
CustomerCare P.PACK & SEND
Hi Anton. We appreciate you sharing the details of your recent experience with our service and I do apologise for the delayed collection. We have taken note of the points you've raised to take up dire...
Read morectly with our carrier, thank you for this feedback. I hope you have a great day.Review collected in partnership with PACK & SEND
The reviewer stated that an incentive was offered for this review
- Verified customer
Delivery delays, no communication, extra charges
Collection was late and only occurred after multiple emails from me following up.
Delivery was 6 weeks late.
Additional charges for parcel applied after 6 weeks sitting in international depot, when I had correctly measured when ordering. No choice but to pay when the parcel was sitting in international depot - talk about blackmail!
Multiple customs issues which took weeks to resolve with absolutely no communication from Pack&Send. I had to liaise direct with DHL Fiji with no assistance.
Very poor service.
Fee did not stack up as competitive once delays and additional charges were included.
3 comments
CustomerCare P.PACK & SEND
Good Afternoon. Thanks so much for taking the time to let us know of your recent experience. The Online Self Service is a DIY option and can incur additional costs as advised at the time of booking. A...
Read mores COVID is still a part of daily life, it does affect international shipments and can cause delays. Only Duties & Taxes or other import fees imposed by the governing country, will hold up a shipment. No additional fees are charged by PACK & SEND directly.I'm not concerned about the customs taxes which were levied. I am about Pack & Send collecting the parcel many days after scheduled pick up, and the additional $40 Pack & Send chose to charge after 6 ...
Read moreweeks claiming that the parcel was a different size.CustomerCare P.PACK & SEND
Totally understandable. Do you mind providing your AUW booking number and I will look into this further. Thank you.
Review collected in partnership with PACK & SEND
Other Couriers
Downunder Cosy CubbiesGreater Melbourne (Outer), VIC
- Verified customer
Not a great pick up
This time we can’t give the usual 5 stars, as our parcel was not picked up. In fact it was was not picked up twice - even after we rang and emailed to complain the first time.
Hopefully the service will be better next time.
1 comment
CustomerCare P.PACK & SEND
Hi Jane & Jenny, We're really disappointed to hear of your experience and apologise for the delays with your pickup by our carrier partner. As would know, delays such as this are not the norm in our n...
Read moreetwork, so we do hope you'll continue shipping with PACK & SEND knowing that our Customer Service team will always do its best to assist with any issues that may arise.Review collected in partnership with PACK & SEND
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- Verified customer
May as well use AusPost
The parcel was not picked up on time. Despite being promised a same-day pick-up, it was picked up nearly two days late.
The staff on the phone were helpful and polite.
The online booking system was very easy and simple to use, with competitive rates. However, unlikely to use in the future.
1 comment
CustomerCare P.PACK & SEND
Hi Daniel, Sorry to hear of the delayed collection of your goods. As mentioned during the booking process, the collection times are preferred times, not definitive times, and transit times are estimat...
Read moreed only. We are pleased that our Customer Service team was able to help and that you found our rates to be competitive. For the future, if you require a more defined collection or delivery timeframe, your local PACK & SEND Service Centre will be able to assist you. We hope this information helps you.Review collected in partnership with PACK & SEND
Grant R.Sydney, NSW
Slow service
Its taken almost 2 weeks to deliver a package from St Marys to Baulkham Hills, products required for my business, products ive since had to buy AGAIN from in-store to complete booked in jobs.
1 comment
CustomerCare P.PACK & SEND
Hi Grant. We appreciate you sharing the details of your recent delivery experience and we are sorry to hear of this delay. So that we can investigate further, please email us at customerservice@packse...
Read morend.com.au and be sure to include your tracking number with your email. Thank you.- Verified customer
Would give 0 stars if I could
No courier turned up on the scheduled pick up day, leaving me sitting at home all day twiddling my thumbs. Then the boxes took over a week to be shipped to the destination, when the quoted time was 2-3 days. The tracking code showing no information. When the shipment finally arrived only 3 of 4 boxes showed up, the 4th box still hasn’t been located. Horror scenes, never again
1 comment
CustomerCare P.PACK & SEND
Hi Xavier. Thank you for taking the time to tell us about your experience with Pack & Send's Online Self Service. I understand that this matter is being dealt with by our trusted Customer Service Team...
Read more who are in constant contact with yourself and the carrier regarding the investigation. We apologise for this occurrence and hope that all is sorted ASAP.Review collected in partnership with PACK & SEND
Emma BignellIllawarra, NSW
- Verified customer
Website easy to use, affordable and fairly good service
Apart from the Courier not collecting the packages on time (4 days late!) the overall service I received was really good. The packages were delivered interstate the very next day though - faster than expected!
1 comment
CustomerCare P.PACK & SEND
Hi Emma,
Thanks so much for taking the time to write to us about your Pack & Send experience. We are constantly hard at work doing everything we can to deliver high quality experiences to every one ...
Review collected in partnership with PACK & SEND
breen.delfinoSouth East Queensland, QLD
- Verified customer
Late, Damaged and not a care in the world.
Accurate facts only, here goes:
Order was picked up 24hrs late
First contact in Customer service was rude (I will not name her) Second contact (Chantelle) was much nicer person.
I found the item 4 days later (still not scanned in) in the sending depot
Item arrive 3 days after that and was damaged with missing items from the box.
Asked customer service to start a claim. This is yet to happen.
All this for a 1-2 days transit.
2 comments
CustomerCare P.PACK & SEND
Hi Breen. Thanks so much for taking the time to alert us to this situation. We do apologise for what has occurred here and understand your dissatisfaction. So we can communicate effectively, can I ple...
Read morease ask you to email customerservice@packsend.com with your tracking number so I can assist directly and get the results you desire. Thank you.I have emailed customer service last week with the details.
Review collected in partnership with PACK & SEND
Questions & Answers
kazasked
Why does my tracking say shipment on hold ?
3 answers
CustomerCare P.PACK & SEND
Hi Kaz. Please provide your tracking number so we can assist with your enquiry. Thank you
WGGA035224OL it's being sent to me from my uncle
CustomerCare P.PACK & SEND
Thank you Kaz. This is a consignment booked through Pack & Send Wagga Wagga. Please contact them directly at waggawagga@packsend.com.au or by calling 02 6971 7299. They will be able to assist. Thank you.
norma.breaasked
Which one is the tracking number that I have to submit to follow the documents that I send to overseas.
2 answers
I received an email and linked to website to track.
CustomerCare P.PACK & SEND
Hi Norma, Sorry for the delayed response here. You can use the tracking number starting with AUW on https://www.packsend.com.au/couriers-freight/track-and-trace/. The other carrier tracking number can be tracked on the carrier website.
John S.asked
Are you guys able to send iphone to India ?
1 answer
CustomerCare P.PACK & SEND
Hi John. Unfortunately not through the Online Self Service option. Please visit our website locations page for the nearest Pack & Send Service Centre who can assist. Thank you and please take care. https://www.packsend.com.au/couriers-narre-warren-vic-3805/?p=39724
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, trustworthy option. This has earned it the 2021 Award Winner for Best Courier Service, with top points awarded for goods being delivered on time and in good condition.
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CustomerCare P.PACK & SEND
Hi Andrew, We're sorry to hear of the delay in the pickup of your shipment and apologise for the inconvenience. We're unable to locate a booking in your name to investigate your shipment, so if you'd ...
Read morelike us to follow up, please email full details, especially your tracking number, to customerservice@packsend.com.au.