Caring customer service
Efficient, on-time delivery
Reasonably priced services
Poor service all round
Package wasn’t picked up 4 days after booking after being escalated and promises made it would be pick up that day. Finally had to drop it off at a depot for it to actually ship and then almost at 2 weeks to go from sydney to Newcastle. The standard covid excuse and lead up to Xmas offered. Wasn’t overly impressed.
Nice idea let down
Pick up was set for a Thursday. the package was finally picked up after almost a week.
The delivery was supposed to be 1-3 days, not having the package picked up for almost a week is very disappointing. Customer service was very helpful with my complaints and offered help when needed.
Once the package was picked up delivery was fast.
Barcodes wasn’t sent to email so courier couldn’t accept the package the following day for pickup then courier didn’t show up the day after. Parcel was then picked up after the weekend 4 days later from booking which delayed my parcel to destination.
The best part of my experience as a sender was the on line booking process. That was quick and easy. Unfortunately it went downhill from there. I selected a pickup time for the following day in the afternoon however the parcel wasn’t collected. That evening I received what appeared to be an automatic email stating it was marked for priority pickup the next day (Friday). However Friday ticked away and despite receiving assurance when I called that it would be picked up, it wasn’t. No automatic email this time so I was left wondering if pickup wo...uld be the next day or not until Monday. The drivers turned up midday Saturday so that was 48 hours after the booked window. Now I understand that couriers are under enormous pressure at the moment with lockdown and increased volumes however I just wanted some communication as to what was happening. I feel that the pickup window shouldn’t have been available for on line selection if it couldn’t be met and I would have been fine with receiving notification if the window had to change. But I had no idea when to put the parcel out on the Friday for collection or if I should even put it out on the Saturday. Luckily I did. As I said! I understand things don’t always go to plan but this service just felt disorganised and lacked customer communication. I chose P & S over the cheaper couriers however I’m sad to say I really don’t feel it was worth it at all.
Had to chase im my package being picked up.
On the weekend i Booked package in for collection on Monday. Wednesday i had to message them to rebook in to be collected. The whole online process was easy though.
Paid extra for signature. Didn't happen.
I paid for signature at delivery so at least the package would be left outside the front door. All front doors are in the open air so there is no Covid issue. The lazy driver stuck the package by the external letterboxes for anyone to steal.
Extremely slow service
Booked a package for Friday not picked up til Wednesday after several calls
Asked for a quote for an oversized item twice, promised a call back, still nothing back from them.
Courier was unreliable.
Courier was suppose to come tuesday, took a day off work, they didnt come. Had to take another day off on the wednesday only for them to come to the door, see no parcel and leave.
Got an email saying there was no goods, although I had left on the instructions to ring the door bell. So had to end up going to the centre to drop off the parcel after 2 days off.
Don't use the online booking service.
Package was picked up a day late, there was no communication that this was to happen, so I lost a days wages for nothing. When I called to question I was told that I could drop off the package to a depot 2 hours away, had that been an option, I would have just done so in the first place.
Customer Service was frustrating and unhelpful. Blame was just shifted elsewhere. Zero communication unless I called them but once package was picked up I was contacted 3 different times to tell me it had been picked up. I was told repeatedly that if I had used a depot instead of the online service it would have been better. Not helpful!
The only positive part of the experience was that my package arrived at the destination.
Despite booking well ahead, the item was not picked up for TWO days past the due date and only after two phone calls. Lots of apologies, little service and unreliable
Promised 2-3 days, took 10
Booked and collected the parcel and it was delivered to Melboune on a Tuesday but then took another week to get to the destination. My client was expecting the parcel and I promised a swift delivery - Pack & Send accepted no responsibility for the delay on their suppliers.
No better than any other courier service
On booking the service there were two options - Express and Normal. I chose Express which the booking page suggested next day pickup and delivery. This turned out to be wrong. It wasn't picked up until late in the afternoon, and was not delivered same day nor next day, but late in the afternoon of the next. So much for Express. The receiver rang them and asked for status, was told he would receive a callback, which of course didn't happen. Very poor delivery and customer service.
Recipient not notified re delivery date
We weren't able to get any tracking and delivery details from the Cope website.
The goods were delivered to our customer's address without him being advised, they were left with a neighbour.
Not what was promised
When quoted suggested delivery time was 4-7 days. When tracking was provided it showed 19 days expected delivery. Actual time was 14 days. Also the customer service guy at the office I dropped it at was very unimpressed because "I'm not paid for this" "Next time get it collected from your address" Suppose Australia Post from now on.
The measurement we did at home was correct (the package was a rectangular box) but as the package bulged slightly in the middle, they remeasured it in the shop and charged me over $60 for a few cm of "bulge". The site could easily highlight exactly how to measure but it does not do so - it just asks for three dimensions (it's probably hidden in the fine print somewhere.)
Then, the maximum amount says 30kg on the site, but in the shop they said 29 kg and my daughter had to remove stuff from her boxes.
Overall I thought the delivery was slow a...nd expensive and full of traps to make you pay more than you expected. Same trick as the airlines. They know you are stuck once you have packed and booked, and you will have no choice but to pay the extras. I don't mind paying what it costs to deliver something, but it should be spelled out on the website how to measure, what the maximum weight is etc. because at the moment it is set out to make P&S look cheaper than competitors on the glossy site but then they sting you on the pickup.
Questions & Answers
Package must be send from Brisbane to South Africa, which courier service is used in South Africa?
Hi Maureen, Thanks for your question. This will depend on what you are sending, the destination address, the weight, size and the service selected. To get the information you require, please contact the PACK & SEND service centre closest to where you are sending from in Brisbane. The team there will be able to help you. https://www.packsend.com.au/service-centres/
Do you guys have any warehouse/ depot in the USA to drop off items to be shipped to Australia
Hi Alex, Thanks for your question. We do not have PACK & SEND outlets in the USA but you could drop your goods into a PostNet outlet if there was a store nearby. They could arrange to ship it for you. https://www.postnet.com/
Thank you for getting back to me im also wondering if you have any partner in Germany as well
Sorry Alex, no we do not have partners in Germany.
Would anyone be able to tell me what partner couriers Pack & Send use in South Africa to deliver parcels once they arrive there? Do they have their own staff/drivers, or do they use a local company? Thanks
Hi Anne, Thanks for your question. PACK & SEND is a freight reseller and uses a variety of carrier partners, depending on the destination and the service you have selected. Please DM us to advise your tracking number and how we can assist you further.
Get an answer from our members and PACK & SEND representatives
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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