Caring customer service
Efficient, on-time delivery
Reasonably priced services
Disappointing experience (due to the carrier though)
I thought I'd give Pack & Send a go after seeing lots of good reviews (especially regarding the local franchisee). However, for convenience I just used the online service to deliver a package 25km from my home before father's day. Unfortunately for me Pack & Send used Fastway/Aramex as the carrier for this delivery. I hadn't had good experiences with Fastway in the past and you only need to check their reviews to see how consistently poor their service is. (This site alone has almost 8000 reviews averaging 1 star).
Booked the service on 30th Au...
Affordable Service - Not the best technology
The online self-service was user friendly and affordable. However, when the parcel was picked up and for several hours after, the status on the tracking link was not updated. I had to send an email to confirm the pick up of the parcel. Moreover, customer service were not able to give me an ETA. Furthermore, although I paid for a signature, my parcel was left in front of my door (understandably, this is due to the pandemic; however, the online service should note that)
Delivery time not achieved
Package picked up on time.
Chose express option.
Advised package would arrive the following day in the morning (Wednesday am).
It arrived the the afternoon of the day after (Thursday late pm).
Package arrived in good order.
Average at best
The staff member at the Marrickville Pack&Send was both rude when I dropped off the product and when I called.
-Dropping off my product it was made to be a massive hassle for them as I didn’t have the labels already on the boxes. I had specifically rang the head office and they said it was fine to drop the product and the Marrickville site would look after it.
- I was told don’t bother calling just wait for the product to arrive.
Positive was it was a reasonable price but what should have been a same day/next day delivery took 3 day.
Is just OK. Doesnt appear to be managed.
Competition of the booking form is a bit painful. Why can it not remember past common records? The tool is not updated inline with tracking. Most of my bookings show undelivered still.
Delivery got there
Large parcel got to the address ok, but it took a while. During the process tracking was not consistent, so it was hard to work out the parcel actual location.
Previously when I used Pack & Send they were fantastic, this time though they were disappointing. The parcel was just dropped at the recipients front door without the courier ringing the bell or knocking also the parcel arrived at the address a day later. It appeared, through the tracking, the parcel was just sitting somewhere overnight.
Price good, fast but
The only problem is quite lots of time parcel were not picked up on the day I booked. Well, it is troublesome coz I can’t always wait for that. If the driver can’t come should stop least message me or their route or arrangements should be better. 8 out of 10 times they didn’t come on the day I booked .
All went well but the process of tracking could be improved!
The package was picked up the day after it was meant to be. I received an email telling me the driver was running late well after the original time frame. The driver arrived unannounced and it was sheer luck that someone was home to hand over the package. Following that the number provided failed to work and after 5 days of trying I emailed to find out why and the first reply to my inquiry was nothing more than a brush off. It took a further two emails to finally be pointed to another tracking number belonging to another courier company. That t...racking number worked and following its progress I could finally feel at ease. The package was flagged as been delivered to its destination but it took another day to be advised of this fact. The packaged arrived safely to its destination and apart from the lack of communication regarding the progress of the package I'm satisfied with the service.
A day late
I wish I could say I was really happy but as
The courier driver showed up a day late to collect my parcel. I was frustrated by this as I waited all day on the day it was supposed to be picked up and then I couldn’t go out the following day until it was. Considering I paid almost $60 I wasn’t impressed. The item did get delivered a few days later so wasn’t next day which is what I paid for. I’m sure I was just the unlucky one.
Need better communication
Package was not picked up on original scheduled day and did not leave the house. Waited till early afternoon the next day for them to pick up before calling, no one came to pick it up so called and they said it needed to be rebooked in which I didn't understand as it was booked in for pick up the day prior. So instead I chose to drop it off at one of there shops and the next day I get a call from the driver to arrange pick up, where is the commutation.
However the Delivery at other end was successful just a few days later then expected.
Parcels were picked up on time arrived interstate quickly but that is where the good stuff finished. Despite being at home to receive the parcels and authority to leave given, there was no knock on the door and a card was left. What is worse is that the parcels were then taken to a post office almost an hour away instead of the local post office. It then took an additional week to get the parcels back to the local
Post office. Good prices, speedy interstate movement but poor service once arrived.
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.
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.
Package was picked up late
Booking system in line was great, really easy and clear.
Disappointed the package was picked up two days later than scheduled and I had to follow up twice.
Good news the package arrived safe and sound.
Questions & Answers
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.
How much do you charge to send parcels to Nepal
Thanks for your enquiry. We'll need to refer you to a Service Centre for this information. For full details on shipping with PACK & SEND, please locate and contact the service centre closest to where you are sending from. https://www.packsend.com.au/service-centres/
Why does my tracking say shipment on hold ?
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
Thank you Kaz. This is a consignment booked through Pack & Send Wagga Wagga. Please contact them directly at email@example.com or by calling 02 6971 7299. They will be able to assist. Thank you.
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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