Caring customer service
Efficient, on-time delivery
Reasonably priced services
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.
OK if you're willing to wait 5 days after the pick up time
No communication from the driver or co that they weren't going to make the pick up time, nor the next day. I would have been OK if I'd received notification, but I'd taken time off work and was stuck at home for two days with not so much as a whisper. I had to reorganise a time with them, for 4 days later, with no guarantee that it would be picked up then either.
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.
Courier Late by 1 day
This Package was picked up one day late and delivered the following day after pick up. In terms of the service it was fine but the pick up window being between 9 am and 5 pm meant I couldn’t leave the house for two days. There were no updates or tracking information available for pick up either which was annoying
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.
Not too good … product damaged
Not picked up when they said
Too over a week to deliver and insides were damaged and leaking
Card was not readable as honey had leaked and hone thru everything
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.
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.
Parts of the service were good but the actual organisation of the pick up was terrible.
Booking online was easy, I was impressed with that part of the process.
I organised for a pick up. Explained that I would be home between until 12:30pm, the parcel was not picked up in that time. I ended up staying home until 2:30pm and it still wasn’t picked up.
I called and left a note with the company to advise that I had left the parcel at the side of the house, with delivery slips. They said the delivery driver had no obligation to take the parcel but would leave the note.
I received a message just after 5pm saying that it hadn’t been...picked up and the delivery driver had been but no one home. I couldn’t stay home the next day as I had to work, so I left the parcel behind the gate, left a message with the company to pass onto the delivery driver, they said they would, left my mobile number too and asked them to call me if any issues. No phone call and the package was left again.
Normally good, but not this time ...
Normally I am happy with using Pack and send, and their choice of courier company. However, this time Couriers please was used for a delivery from Melbourne to Perth. It was picked up 11th December and the first attempt at delivery was the 18th January! After a number of phone calls to P&S to ask the courier to attempt re-delivery, one more attempt failed, multiple shuffling between depots, and the parcel was eventually delivered on the 11th February!
Thank you to Pack & Send for helping to sort this out, but the choice of courier this time was not a good one.
Questions & Answers
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.
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.
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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