Caring customer service
Efficient, on-time delivery
Reasonably priced services
Reviewer Photos & Videos
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.
Failed to pickup
Failed to pick up twice with no communication or notes left at collection address. I had to chase the progress and mess the person about that was awaiting the collection.
Delivey was very late (nearly a month), had to make alot of calls to find out where it was and chase it up and no one ever called be back (4 times i was told i would be called back) the 5th time i spoke with a manager and she did return my call.
Over all vey poor service and i will not use pack & send again.
Delivery dates provided were wrong twice, even when the second one was meant to be for the following day. Phone numbers don’t get answered. When I did get through the person couldn’t “see” my item details. It was only delivered finally after multiple phone calls, even though the store was 10 minutes away. Was the package sitting around the shelf while people looked at it!
Poor Service and poor response
If I could give minus 5 stars I would. My parcel was sent Dec 4 th from Sydney to Perth. Due Dec 9, 2020. Never arrived, tracking was useless so was customer service. My daughter called and was then told it would arrive on the Monday 15 th December, Nothing. Tracking was useless, we couldn't see where the package was. It took another week before we could find out where package was and it was still in Sydney!!!
They said clearly when we had package picked up it would be 5 days. Later they claim Covid and Xmas delays. Unacceptable. We kept tryi...ng to track and ask when will package arrive and were told on Dec 22 it would be by COB Dec 23. However nothing came and they said then close of business Dec 24. Nothing. I tried again follow up on Dec 27 and was told it was coming.......when next Xmas next year??? By Dec 29 still no response and no package. Called again on Dec 30 they said they would expedite to management. What management? Package finally arrived January 6 th 2021, more than 30 days after sending. I wouldn't use them again..............unreliable!!!!!!!!!!!!!
Some good, a lot of bad
Booking was easy
customer service were available and helpful when the first pick up never happened, and when I needed assistance at store.
Pick up date was missed first time, had to call and get a 2nd one, at which point the pick up had happened without a schedule - I guess this was lucky there was somebody there.
lack of information from the actual courier, just a cryptic email stating pick up may not have happened.
I paid for signed delivery, I waited for delivery, it didn't happen. Apparently signed delivery is not personal.
9-5 customer service, not available when I realized I did not have my package yet....
Late Delivery, poor tracking
Seller dropped off parcel at Pack and Send, Boronia Victoria to be sent to suburban Sydney on the morning of Friday 18 December. Tracking advice registered no movement. On morning of 21 December contacted Pack and Send Customer Service who explained that item may have not been dropped off by seller. Informed her that seller had dropped it off on Friday. Item not collected by courier until morning of 21 December. Tracking advice was that delivery expected on 22 December. Parcel did not arrive. On 23 December contacted Pack and Send Customer Ser...vice who said there were some delays due to Christmas. Tracking advice provided no update -still advising delivery on 22 December. Contacted Customer Service on 24 December, unable to provide any update except to advise that couriers were working over Christmas period to deal with backlog. Advised to check tracking advice for updates. Parcel not delivered and no update on online tracking. Contacted customer service on 29 December, she would request update from courier - which could take up to 24 hours. Online tracking updated on afternoon of 29 Dec with weight check and delivery date still listed as 22 December. Tracking advice updated around 7am 30 December to say item was out for delivery. Parcel finally delivered around 10am, although courier from Couriers Please did not bother to ring doorbell to let me know parcel had arrived. Customer service rang after parcel had been delivered to advise that parcel would be delivered today . Overall a disappointing service from Pack and Send. While I accept that this a busy time, other courier services I used in the past 10 days were able to deliver in a timely manner. Customer service could have been more proactive in escalating delay to Couriers Please. I would not recommend Pack and Send or Couriers Please based on this experience.
I won't use Pack & Send again
What a joke.
I bought something in Mid October and it arrived to Pack & Send on the 22nd December.
I could have walked from Norwood to Penrith in that time.
Absolutely disgusting service.
Where is the parcel?
I would not use this service again. The parcel was collected one day late. After collection the parcel was not trackable for 10 days until it was delivered. I had to make many phone calls and send emails. Customer service were ok but I could tell they were frustrated with me. I think it is better to use Australia Post.
Way past the delivery schedule. And on top of that poor handling of the product. See for your self. They are partnered with tnt which is also disappointing for the fact that they purposely cancel the order and say that you they did not reach to you but in fact they didn’t come at all. I also placed signature needed but they just left the package and left. Probably to hide away from their poor handling. The bike has now scratch marks everywhere.
work with pickles auction to charge ridiculous delivery prices, and do not bother packaging for you kinda suss. Was not a nice experience paying 200$ when a courier could do it for 30$, if it was packaged
Online system lacking
I used the online system for booking and payment ($69) for postage from Brisbane Australia to Christchurch NZ. I was the recipient. Used very accurate dimensions and weight. I had even called two depot's in Brisbane to confirm the online quote. However when delivered to PackSend Depot by the sender I was charged an extra $38???
Now the package has arrived and within specified time. Would give one start for misleading information but I did receive the package.
Didn’t pick up item so had to take it to a depo and then when it arrived it had impact damage from being dropped.
Had organised to pick up item but never picked it up, had to then be dropped off at the depo and Will not reply to my emails, new fibreglass esky ruined from incompetence.
Following the day the parcel was picked up, there was absolutely zero tracking information from your carrier until the parcel arrived at its destination.
This type of silence is unacceptable. What is the point of you saying I can track the parcel when I can't. Your employee explained to me that maybe the carrier did not have the equipment to ensure a flow of information. THEN, DON'T USE THEM. They are spoiling your reputation.
I have given 1 star for prompt collection, and another star for actual delivery, but in between the service was rubbish.
Truly Awful Experience. Offered a service they did not provide and needlessly damaged goods.
I did not give permission to leave the turntable at my house without signature. Even though the box had clear marking indicating the top and bottom.. It was left standing on it's side, exposed to the weather on a wet day. Case of the turntable cracked and entire plate was thrown around inside and off of the motor. When looking at how the item was damaged i was dumbfounded, it seemed like they would have had to try pretty hard to break it with how well packed it was..
If someone pays more for signature delivery, you have just ripped them off by making them pay for something then ignoring the request and damaging their item.. Awful experience.. truly awful.
MISLEAD ADVERTISING 1-2days delivery PAID took 5days
Even though the package was picked up on time, and arrived in great condition.
It took 5days to deliver and we had payed for 1-2days delivery. Did not receive accurate tracking details when item arrived in country of delivery. Customer service were rude and issue was never resolved.
What a rip off
I had a package sent from Geelong to Adelaide. The only good thing about the experience is it was well packed & arrived the next day. The negatives , and there are plenty , the person I dealt with was at times quite rude saying he was super busy. Sorry but I fail to see how that is my problem. That I could have dealt with had it not been for the outrageous cost. For a 30kg parcel $351 when I believe it should have only cost around $170. I complained & then had some manager ring me to discuss & said he would come back to me. He rang me next day to say nothing they were prepared to do to reduce the cost.
As the headline says , a rip off. PACK & SEND way , way too expensive, there are much cheaper options around.
Currently sitting at 8 days for a package to travel 25 minutes and now they can’t find it. Absolutely useless service! No idea how this was so hard to just get done.
Do not use Adelaide East Franchise
Items purchased at Adelaide antique fair October 2019 for sending to Perth. Total lack of communication from franchise owner on status. Items lodged 18/10 were not received until 12/11 however they were damaged. Fortunately paid insurance premium however payment not received until 27/3/2020. The whole process has taken five (5) months.
Waste of money
Ordered 2-3 day express service from Brisbane to Christchurch, package was picked up from Brisbane on time.
Package then sat in Auckland for two days with no contact regarding duties from UPS (pack and send sub contractor), UPS then couldnt locate the package as they had offloaded to another company. Pack and send tracking still showed as being in customs right until delivery was made on day 7.
The package arrived damaged.
Arranged to have a portable BBQ delivered to me but did not purchase insurance as I thought not much could go wrong with the delivery. Upon receiving the package, the barbeque was dented on one side, like the package had been dropped from a substantial height.
Understandably, Pack & Send were not the carriers, StarTrack were the ones who actually handled the package.
Lazy service - won’t chase up with suppliers even though packages are late
I booked an interstate delivery of products from America.
Only 2/4 of the packages arrived and when I called pack and send to ask about the other two they simply stated to keep calling DHL or Couriers please cos they “didn’t know”
Instead of actually chasing this up and finding out where my items were they palmed it off to another company.
I won’t be using packnsend again... the fact I paid packnsend and they didn’t chase up with their supplier courier companies (I had to) is beyond poor service.
In summary - If I pay someone to take care of something for me and they don’t do that and get me to chase it up with the people they engaged it just makes me think why do I appoint this person
The worst service I ever had
I'm the sender and reciever as it was a package that was picked up from a friend house.
I was waiting for three days in arrow every single morning and afternoon waiting for them because they were telling me the package will arrive and it never came.
Definitely the worst service I ever had.
The deliver can't even ring the interphone to check if you are at home. Do I supposed to be waiting on the street? Horrible.
No help at all at the service center, just good words without any sense.
I rang up this mob up after my local guy (Wagga Wagga,NSW) told me get a quote from Adamstown.
However few days later after getting things sorted for pick up & delivery arrangement.
A bill arrives for the delivery which is higher than quote for the job as I've written down the price on my paper while on the phone !! Plus person agreed the cost of the job while I add it up while on the phone !!
The price I've got quoted for magically rise when the bill arrives !!
Plus I get 2 different stories what the company process for the delivery !! Lack ...of standard of procedures !! No tracking Number supplied !!! So you're basically left in the dark about the whole process !! No courtesy call when the item has been picked up !! The customer who told brought the item have told me the company has picked up the item NOT Pack & Send !!! No apologies from either party !! So very poor Experience from Pack & Send for the first time customer !!! The couriers can do this half the price for the same job & quicker turnaround as well !!
Misguided info, hidden costs, stolen items
It has been the worst experience and i really wanted to share this. I sent my personal things overseas by sea fright. Estimated time of arrival was 40days given to me. It turned into 3.5months!!
No one knew half way through where my things were, one stage when they were in Germany, they provided me german contact phone numbers to track my belongings myself, these ppl didn’t even speak English in Germany.
I constantly was asking for updates and location of my things. Also had to pay even bigger amount of money to receive my things that I payed i...
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