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- Verified
Very disappointing
While the parcel was picked up on time, the delivery was not as expected. I paid for next day service and this did not eventuate. The online tracking system gave very little information. I called the contact number and spoke to someone who said they would follow up and advise me when to expect the delivery. Disappointingly this did not happen. The parcel arrived three days later.
- Incentivised Review No
- Sender or ReceiverSender
- Delivery TimeUnacceptably Late
- Shipping TypeDomestic
- Delivery Arrived in Good ConditionYes
Review collected in partnership with PACK & SEND
- Verified
took 5 days to pick up my parcel
They were supposed to have picked up my parcel on Monday morning, after calling three times they picked it up on Fridy
- Incentivised Review No
- Sender or ReceiverSender
- Delivery TimeUnacceptably Late
- Shipping TypeDomestic
Thank you for your review Andrew and we deeply apologise that our typical service level was not met on this occasion. The online service & freight industry is being impacted heavily due to circumstanc...
Read morees outside of everyone's control, which unfortunately can affect collections and cause delivery delays. We also offer the Express option Online, which offers higher attention. We apologise again and your opinion & feedback is valuable to us and will help us work towards improving all aspects of our business.Thanks for your feedback
Happy to provide any information you need Andrew. Take care.
Review collected in partnership with PACK & SEND
Bad service
Pack & Send subcontract the courier service to other company in Perth - Couriers Please. Supposed to be a day service and it took 4 days to deliver the package. Called Pack & Send to find out but no one return our call. Had to email and found out it was with Couriers Please. We had to contact Couriers Please directly to solve the issue. Terrible service and experience. Would not recommend. Don't go for this courier if it is an urgent job.
- Incentivised Review No
- Sender or ReceiverSender
- Delivery TimeUnacceptably Late
- Shipping TypeDomestic
Thanks for the feedback Soon and we apologise for any inconvenience. We are a freight reseller and advise on our website, of our partners and also current delays in the network. You mention Couriers P...
Read morelease which indicates a standard service was selected over our express option, which overs a 1-2 days service. We will be happy to clarify our multiple options, if you wish to DM us at customerservice@packsend.com.au with your tracking number.- 2 reviews
- Verified
Horrible and way to expensive!
Rather accept the nearly $500 to ship a guitar they added another $40 to it.
More f----ing hoopos when they kept contacting me for more, more, more, ridiculous information.
Way to expensive and inconvenient. Hope to never have to use them again. Terrible and inconvenient.
Not customer oriented in the least!
- Incentivised Review No
- Sender or ReceiverSender
- Delivery TimeUnacceptably Late
- Shipping TypeInternational
- Delivery Arrived in Good ConditionNo
We are terribly sorry you had this experience Gab. It is never our intention to make it difficult for our customers. Our teams at PACK & SEND provide freight experience like no other and work side by ...
Read moreside our suppliers to complete the service. We would be happy to clarify any questions & directly address your concerns, and would love you to DM us at customerservice@packsend.com.au with your tracking number, and we can clarify the situation.Horrible organization. Paid far to much to ship a guitar. But, they asked for more money once the item was dropped off. Later emails asking more dumb questions about wood type. On and on. More money, ...
Read moremore money. horrible, terrible organization. Any alternative to them would be preferable!I understand this is upsetting Gab and we would love to ease your frustration. There would have been a reason for these request however, we would need more detail to investigate on your behalf. Please...
Read more email us at customerservice@packsend.com.au with your tracking number, and we can clarify the situation.Review collected in partnership with PACK & SEND
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- Verified
Terrible service
Booked a collection a week in advance, never picked package up, rang them said it would be picked up next day, this went on for 4 days. They weren't interested in the delay it caused me. Get what you pay for I guess.
- Incentivised Review No
- Sender or ReceiverSender
- Delivery TimeUnacceptably Late
- Shipping TypeDomestic
- Delivery Arrived in Good ConditionYes
Thank you for your post Troy. We can see that our typical service level was not met on this occasion, and we apologise for the inconvenience this had caused. Our carriers are experiencing high volumes...
Read more and backlog caused by staff shortages & COVID protocols, and unfortunately the online service is being impacted. We understand this is frustrating and please know, all feedback is being provided to the carriers to assist with improvements.It was a shame because you were quite easy to use and a good price
Review collected in partnership with PACK & SEND
- 8 reviews
- 12 likes
- Verified
Premium price for sub-standard service :-(
Pack and Send's tracking is useless. In spite of a statement on their website of how 'advanced' it is, it doesn't work. [See screenshots]
Pack & Send confirmed my tracking number was 'valid' but couldn't explain why it wouldn't work in their on-line tracking system. Nor could they advise where my package was. However they would "look into it and get back to me". That never happened.
The follow up is even worse. One week after reporting the issue and promised an overnight response, still no action. I waste more time as their support person again promises action, begs me to give them more time before I post this review.
I paid P&S $ 200 for this valuable consignment, I deserve better than empty promises.
- Incentivised Review No
- Sender or ReceiverReceiver
- Delivery TimeUnacceptably Late
- Shipping TypeDomestic
Thanks for the review and we apologise for any inconvenience caused Clive. Looking further into your comments made, we had sent you an email on Monday clarifying any confusion with this matter, and we...
Read more hope you have received this. We understand the online tracking was unable to activate as the tracking number being used may have been the letter "O" rather than a number "0" in AU-BELC03411055. We also provided the link and tracking details again to assist and clarify any queries on the transport. We can see by this tracking, that the shipment was successfully delivered today 8/06.- 3 reviews
Will never use this service again
Package not picked up, had to rebook the delivery twice. Receptionist continually said basically it was my fault for choosing the DIY option.
I would never us this service again.
- Incentivised Review No
- Sender or ReceiverSender
- Delivery TimeUnacceptably Late
- Shipping TypeDomestic
Sorry you had this experience, this is not the level of service we generally offer. The freight industry is being impacted heavily at the moment, due to circumstances outside of everyone’s control. In...
Read more saying this, we advise on our website under Service Information, that as a result, customers may experience unavoidable delays to international & domestic deliveries and collections in some areas. We hope you will reconsider us again in future.- Verified
Repeated failed collection/ customer service staff with bad attitudes
No there are so many repeated failed collections, some of the customer service staff have a bad attitude, they tell me to upgrade my delivery to express, it can’t be done as my customer hasn’t paid for express
- Incentivised Review No
- Sender or ReceiverSender
- Delivery TimeUnacceptably Late
- Shipping TypeDomestic
- Delivery Arrived in Good ConditionYes
Thank you for your review Andrew and we deeply apologise that our typical service level was not met on this occasion. The online service & freight industry is being impacted heavily due to circumstanc...
Read morees outside of everyone's control, which unfortunately can affect collections and cause delivery delays. For time critical shipments, we suggest using a local PACK & SEND Service Centre to accommodate and provide a personalised service with the most suitable options. We also offer the Express option Online, which offers higher attention. We apologise again and your opinion & feedback is valuable to us and will help us work towards improving all aspects of our business.Review collected in partnership with PACK & SEND
- 2 reviews
- Verified
Misleading advertising
I paid fthe extra price for the 0-1 days express pickup / delivery as advertised on their website. My package wasn't collected until late in the afternoon and not delivered until 5 days later. When I called customer service about this I was informed they don't offer this service and I need to allow for delays. No apologies for the incorrect information on their booking site or offer of refund for thr extra cost of express delivery. There was definitely no mention of delays etc prior to booking. Will not recommend or use them again.
- Incentivised Review No
- Sender or ReceiverSender
- Delivery TimeUnacceptably Late
- Shipping TypeDomestic
- Delivery Arrived in Good ConditionYes
Thank you for the review Jo and we are terribly sorry for the inconvenience. Our carriers are experiencing high volumes and backlog caused by staff shortages & COVID protocols. We understand this is f...
Read morerustrating and advise of current service delays on our website for consumer viewing. All ETA's provided, are estimates only. We would be happy to clarify further if you would like to DM us at customerservice@packsend.com.au We apologise again and hope you enjoy the day.Review collected in partnership with PACK & SEND
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Stay Clear. I'm never using Pack and Send Again
Stay clear. I will never use Pack and Send again. I sent something Express which took a week to arrive. On the website Express says 1-2 days and "Our priority delivery service for more time dependent deliveries available Australia-wide". I've just been told that there is a small red triangle that I should have clicked on next to the advertised delivery time which would have told me there are delays. I didn't click on the small triangle - and now I have to refund the whole purchase (because it was time sensitive). Call centre has no sympathy because 'it's on the website'. A complaint email hasn't even been answered.
- Incentivised Review No
- Sender or ReceiverSender
- Delivery TimeUnacceptably Late
- Shipping TypeDomestic
- Delivery Arrived in Good ConditionYes
Thank you for your review and we deeply apologise for any inconvenience caused. The Online Self Service provides approx. transit times and are estimates only. Express shipment times come into affect, ...
Read moreonce collected by the carrier. Public Holidays also need to be accounted for within this. For time critical shipments, we suggest using a local PACK & SEND Service Centre to accommodate and provide a personalised service with the most suitable options. We apologise again and your opinion & feedback is essential to us, in improving our services.one of the worst companies I've ever had the misfortune to deal with.
I used Pack and Send to send a package from Perth to Sydney. I used their online booking system and dropped the package off at their Joondalup WA depot on the 11th of March. The package was picked up and entered into the tracking system on the 15th of March. The next entry into the tracking system was 22nd of March at their Sydney Depot. Since then the package has been sitting there waiting to be delivered. It has now been 9 days and still no delivery. I have called customer service 5 times, each time they promised to call back with an update. ...
Read moreI am still waiting. I have emailed them, still no response. I have gone to the website and used their online chat which advises you to either phone them or email them. Round and Round you go... as long as they have your payment they don't give a crap.. I would urge anyone who is considering using their service to reconsider. Your money will be better spent elsewhere and your package will have a much better chance of arriving at its destination within the stated time..- Incentivised Review No
- Sender or ReceiverSender
- Delivery TimeUnacceptably Late
- Shipping TypeDomestic
Strange how Pack and Send can respond to a clients positive review but any views in a less favorable light are conveniently ignored.. A dreadfully incompetent business that should be avoided at all costs.
blocking and removing comments on your Facebook page... always best to delete and hide negative feedback rather than address your complaints... What a disgusting operation you are...
your Instagram page down as well.... dear oh dear... if you spent the time addressing customer complaints instead of deleting negative online reviews.. Maybe you'd receive the feedback you obviously crave..
- Verified
Missed Pick up, took 2 phone calls to fix and a angry customer
Didn’t pick up and specified day, and took another 3 days to pick up after having to call twice to arrange the re pick up. Not what you expect for a premium postage provider.
- Incentivised Review No
- Sender or ReceiverSender
- Delivery TimeUnacceptably Late
- Shipping TypeDomestic
- Delivery Arrived in Good ConditionYes
Thank you for the post Kyle and we apologise for any inconvenience caused. Whilst most of our services are running normally, due to every evolving COVID & carrier restrictions, there may be some delay...
Read mores, up to 3 days, on pick-ups for our courier services booked through our Online Self-Service portal. We do advise this on our website also, to pre-warn our customers. For domestic shipments that require a specific day and time pick-up, we recommend contacting a local PACK & SEND Service Centre.Review collected in partnership with PACK & SEND
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- Verified
Slow and poor communication
Good points - Arranging pick up and shipment was very easy and straight forward. Picked up when said it was going to be picked up.
Bad points - 46 days delivery from Brisbane to Perth, could have carried it there quicker! Lack of information as to where the shipment was up to, it was just in transit at a site.
- Incentivised Review No
- Sender or ReceiverSender
- Delivery TimeUnacceptably Late
- Shipping TypeDomestic
We are truly sorry to hear this Robert. The freight industry has been impacted by many factors affecting the daily operations & transit times for delivery into the east coast, and we apologise for thi...
Read mores delay. We are unaware of any interaction with you and would love to learn more and address your concerns more accurately however. Please do not hesitate to contact us directly at customerservice@packsend.com.au with your tracking number, and we can discuss in detail.Review collected in partnership with PACK & SEND
- Verified
Very Disappointing.
It took over a week and four phone calls before my package was collected. Each time i rang they said they would book it in again for pick up but it never happen. Very disappointing.
- Incentivised Review No
- Sender or ReceiverSender
- Delivery TimeUnacceptably Late
- Shipping TypeDomestic
Thank you for contacting us Nicole and we are very sorry for the inconvenience. Our carriers are experiencing high volumes and backlog caused by staff shortages, COVID protocols & severe weather. We u...
Read morenderstand this is frustrating and if you would like to discuss further, please do not hesitate to email us at customerservice@packsend.com.au and we will be happy to address your concerns more specifically.Review collected in partnership with PACK & SEND
- Verified
If there was an option for zero stars I would have given that.
It took two weeks and 8 requests for the consignment to be collected with very poor response time from Pack n Send. Once the parcels were eventually delivered only 2 of the 3 made it. I would suggest going with a different provider.
- Incentivised Review No
- Sender or ReceiverSender
- Delivery TimeUnacceptably Late
- Shipping TypeDomestic
- Delivery Arrived in Good ConditionNo
Thank you for contacting us Jemima and we are very sorry for the inconvenience. Our carriers are experiencing high volumes and backlog caused by staff shortages, COVID protocols & severe weather. We u...
Read morenderstand this is frustrating and if you would like to discuss further, please do not hesitate to email us at customerservice@packsend.com.au and we will address your concerns more specifically.We are two states away from the severe weather and COVID protocols have nearly completely settled here in Victoria. I am completely understanding when there are extenuating circumstances - however it ...
Read moreseems, that in very poor taste - you're just using them as a convenient excuse. I am still yet to hear back from anyone about the missing parcel and would appreciate if their response time was even half as fast as yours. Instead of directing me to contact you for more information, the onus is on you, the provider to rectify this situation. I have already submitted an enquiry, so if you could please follow up on the consignment number above, that would be appreciated.I will be happy to follow this up for you. Please allow me a short amount of time to contact the CS Team, review your enquiry and provide communication through email.
Review collected in partnership with PACK & SEND
Questions & Answers
Hi. Are you guys sending parcel in the Philippines?
Thank you
Thanks for your enquiry. We'll need to refer you to a Service Centre in West Perth for this information. For full details on this Service Centre, please visit the following link https://www.packsend.com.au/westperth
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.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.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
We apologise Peter and thank you for your feedback. As there are currently delays in the freight network, we encourage our customers to view our website and current service information, prior to booki...
Read moreng. We advise at the time of booking, that for time critical services, to contact a local PACK & SEND Service Centre as they can assist with a same day collection & deliveries. We hope this clarification of services, will help you reconsider us in future.