Caring customer service
Efficient, on-time delivery
Reasonably priced services
Reviewer Photos & Videos
Worst courier company
Package did not arrive on paid scheduled date. They used a third party courier aramex and neither company got back to me with any update after 4 days of continuously calling and emailing. Total lack of customer care or communication
Had to call four times, took 3 attempts to even get the courier to collect the package. Then it was left in an unsafe place downstairs in the building, well after the estimated delivery date, and not at our office as instructed.
Great work, goods were delivered and well looked after!
Delivery wasn’t within expressed delivery time but understand that it was a regional and interstate route. Glad the goods were delivered with no damage. Shawna from customer service was helpful with updates on tracking information.
I would not use them again
This was my first time using them. I used the self service option and booked it in for a 12-5pm pickup window. The sender took the day off work. Driver never arrived. I called just before they closed and was informed sometimes they run late and to wait. Sender waited till 7:30. No communication at all. Called back following week to rebook and they insisted it is to be a whole day window even though the website gives you a time frame. Driver just showed up the next day even though I had booked for Wednesday. The booking pickup is basically worthless. Very frustrating experience not worth it try elsewhere.
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.
As buyer of this item i was reqd to arrange freight from 3000km away. First attempt at booking thru website lead to confusion on difference between selfservice and premium and i called the local packsend. My subsequent booking as self service was cancelled as i was told by call centre i needed premium. Sellers local depot told me i had to pay $60 more for pickup from seller. Booked again but pickup window was not tight enough so arranged with seller to drop at his local depot. Proceeded smoothly after that. Very disappointed with lack of clear ...and detailed information on the packsend booking web site on the difference between two modes. I wished i had gone with a different company but package arrived intact and only one day late (or was expected date time in USA time not local time?).
Can't send electronics
Can't send electronics because: dangerous goods for online service
No TV, no computer, no console, no raspberry Pi, no mobile phone, not even components. Dangerous goods. idk. it must be because of those exploding Samsung phones.
Bouncing between Cairns and Brisbane
While the service and support from the Cairns crew was outstanding, Startrack's delivery was terrible - the parcel went from Cairns to Brisbane, then back to Cairns, before finally heading south towards Canberra. No explanation as to why; while a ticket was raised with Startrack to investigate, have heard nothing back. Took a week longer than it should, and while this is all Startrack's issue, I have no avenue to rate Startrack, so PackSend receives some of the ire.
Unprofessional Staff and lack of knowledge Plus no system
The Package was not picked up on time despite reminding again.
And the actual pain started when I contacted their Parramatta Office and the staff over their has no sense to even how to communicate with client.
Half of their staff is good and well behaved and knows how to handle queries, while half of the staff is just terrible not ready to do the job............... just leaves you speechless
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.
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!!!!!!!!!!!!!
Questions & Answers
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 firstname.lastname@example.org or by calling 02 6971 7299. They will be able to assist. Thank you.
Which one is the tracking number that I have to submit to follow the documents that I send to overseas.
I received an email and linked to website to track.
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.
Are you guys able to send iphone to India ?
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
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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