Caring customer service
Efficient, on-time delivery
Reasonably priced services
Reviewer Photos & Videos
was not delivered when i wanted it, the terms were not explained to me before it was collected, complete mis representation of the service. i paid for over night service hence i expect a refund
Absolutely terrible. Would not use again.
Package was going from NSW to ACT. It go lost and took two weeks. When it finally arrived it was majorly damaged as if they'd just thrown it off the back of a truck. They wouldn't help at all and took no responsibility.
UPDATE: 35 days and counting with no update
I had sensitive documents to be picked up from Canberra and delivered to Perth. Booked them in to pick up and they were a day late. From day one to now, day 18 (day 35 now) , the online tracking has not been updated and just says in transit. 18 days day (35 now) ! APPALLING! their online quote says 5-6 days. Are you joking?
I have emailed and called twice. All times they said they will get an urgent ETA and will call me back with an update.
I'm still waiting for my call back and my package.
If you have successfully lost my package, have the d...
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
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.
First time customer. Not impressed.
I chose to pay over twice that of Australia Post's fee to send a letter using Pack & Send's express document option from Melbourne to Davao (in the Philippines) owing to the promised expedience with which the letter would be delivered. To quote your own website -
'PACK & SEND specialises in the urgent courier delivery to the door to virtually anywhere in the world. We safely and securely courier items such as tenders, artwork, banking, legal documents, promotional material and business correspondence.'
The online booking in...dicated that delivery would take 1-2 days plus a couple of days more to allow for delays. Great! I handed over over the letter at the Werribee branch on 10 March. Immediately, the delivery estimate became 9 days (19 March), according to your tracking service. Later than expected, but still acceptable. Well, the letter arrived in Manila on 12 March, has not moved since ('shipment on hold'), and - of course - missed yesterday's delivery deadline. An entire week in delivery limbo! There ought not be a customs issue, since it is only a document. Further, Manila is at the other end of the country from Davao, the destination. What is going on? How much longer will this take? And, should I need to find an alternative, how do I claim a refund for your company's unacceptable failure to deliver the service for which I paid?
Great pick up but RIPPED OFF
I shopped around for quotes to send clothing back to Germany. I was honest and accurate in declaration and the pick up staff checked contented. ETA Syd to Hamburg <1week but took weeks & they charged another €200 to deliver. Contents wet & stank. Thieves.
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.
Cost not worth the so called convenience
Package was only picked up after having to remind the company and double the cost of good old Australia Post... not fast either. If you want to pay a lot of money for poor service...go for it... better to forgo the convenience of pickup and trot down to your local post office.. will get there faster, in better condition, and at much cheaper cost.
Package arrived one week later and my suitcase was destroyed during the shipment.
I can't use it anymore because of all the scratches and a wheel damaged and also a corner is pushed inside and it is impossible to push back. They did not have accuracy during the handling and I'm very upset. Do not send with them.
A BOOKING Service NOT a Courier Service
Pack and Send are a booking service only, they out source the actual courier that collects and delivers your goods, without telling you which company they will use.
Mostly this is fine, but if you have a issue (I had a carton arrive split open) they are the first to tell you it’s not their problem (unless and if you pay extra) so they are good for booking, a good price but poor on follow through of any issues. I will keep using them for the small amount of times I need them, but will suggest you buy insurance. Tracking is difficult as it seems to get scanned at one place 5 times then nothing then 5 times at another place so you are never really sure what’s going on. The actual couriers at my end are great, polite and helpful.
Didn’t expect this from Pack and Send
I sent one parcel from Australia to India around 30 August and my brother received it in mid October. This was the first time I was doing it. I was advised by pack and send that there are few items that I can’t send to India for example, perfume. I went back to the office and took off the item and I specifically told the guy to update my final amount however he didn’t. It was stuck at Indian customs for a month because of the mismatch in the price value. I have to pay a lot of duty tax just because the guy in the pack and send department did not take the effort to rectify my final value price. Terrible Service by Pack and Send.
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.
Poor customer service and slow service
Item took over a week from Rockhampton to Sydney, then another 2 weeks to get to the destination, when I paid for a 3 days services . Service is poor, your stating on your website, that there is no delays
When contacting pack and send about where my package was, as it sat in at Kenner in the USA for over a week, pack and send sent me emails to contact dhl, why would I contact dhl , when my contract is with pack and send , this is very poor customer service
Poor choice of delivery company
Pack and send has a great online service portal to send parcels.
Unfortunately, they subcontract out the delivery to other companies, who in this case, is TNT couriers, who was very rough with my parcel, with bits of the box ripped off and the contents jostled around.
This review is more so aimed at TNT couriers who you should absolutely avoid, as the time it takes to deliver is also much longer than advertised.
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 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.
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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