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...
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 .
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.
Good to deal with but poor choice of delivery partners.
Good to deal with.
BUT I was extremely disappointed that the on-line booking service defaulted to Couriers Please who are always worse than dreadful and the reason I went to P&S in the first place was so I didn't have to use CP. There is no indication of this is going to happen until the packing labels pops out of your printer which is annoying and too late as you've paid the fee and accepted the Futile Booking charge for cancellations (some would argue that sending anything by Couriers Please is futile - but that's a different story).
P&S s...hould be more up-front about who they are intending to use for your package. It makes a difference (this package was predictably many days overdue and impossible to track which was the fault of CP not P&S - hence 3 stars not the 1 star review Couriers Please deserve) but sadly until P&S can provide me some way to ensure my parcels aren't handled by Couriers Please (I would have paid extra for a more reputable courier but was never given the option) I will probably be forced to use someone else despite James at West Ryde providing great service, sympathetic to my concerns, and offering to help me with future deliveries directly - but not via the on-line booking system (which I really need to use for convenience). This seems like an easy fix - just give option A, B, C on the website and let the customer decide. Maybe this is a change to look forward to and I'd come back if that was to happen.
Service has dropped
Been using the service for about 1 year, been really good however the service has dropped in the last month. Booking online, pickups are usually next day or same day, but recently pickups are taking 2 - 4 days, Covid and high demand are being blamed. Customers are now asking me to use express post.
Good Service overall
Customer service/value fantastic. Unfortunately the package I sent was misplaced at arriving depot. This was only noticed 2 weeks post expected arrival date resulting in over 2 week delay of arrival to receiver. Had this not have happened I would be giving 5 starts for sure.
Good service staff, some difficulties
What’s helpful to realise is that pack and send didn’t actually do the postage, they organised another company to collect my package. I booked a large package to be picked up but the courier didn’t arrive on the booked day, I called Pack and Send and got through straight away and they were very kind on the phone and organised to have the courier come the next day. They didn’t take the package again so I called and it turned out I’d never received the proper documentation to hand to the courier so they had simply left the package there without c...ontacting me. Once I had the correct documentation (which needs to be printed which was a small inconvenience for me at short notice without a printer) the courier came (now a week after the booked date) an the package was delivered quickly
Paid for express, got standard instead but company apologised and refunded
As title suggests. Paid for express, it took one week for the package to even be picked up.
Pack and Send reimbursed the difference between express and standard shipping as a result. The issue was due to a third party courier. I appreciate the way Pack and Send handled this after the fact, despite the frustration at the time.
Could do better
Not sure which of three transactions this relates to. However, if it was pick up from Vida Pearson, she was disappointed the courier didn't arrive on the stated date and came two days later, after she'd contacted them
Working with Tony has been easy
Dodgy, pass the buck on "missing items", but still take your bucks regardless *Updated*
The item in question (laptop) was well packaged and had the "Pack and Send" and "Couriers Please" labels affixed in clearly visible locations.
Item was picked up by "Couriers Please" and scanned into their system. Item showed up as scanned into the "Pack and Send" system too.
Item was not delivered in a timely manner (wasn't delivered at all). I only found out from the recipient contacting me and advising that it had not arrived and I commenced contact with "Pack and Send" Customer support.
"Pack and Send" Customer support was very lackin...g in regards to timeliness of replies, I had to contact them multiple times after not receiving any call-backs or emails with updates. In the end, they "conducted" depot searches and could not find the package. "Pack and Send" finally contacted me to deny any liability and that the item was "missing in transit" even though it had tracking data in their systems.
Slow delivery which upset the buyer
was reasonably easy to use but the delivery was so. I had an upset customer that it took so long. The tracking said for two days that it was on board for delivery
Slow to pickup, fast to deliver
I've used them twice now and on both occasions, they took 5 business days to pick up our item(s) after having to chase up. The emails were responded to quickly and once picked up, delivered very quickly. But frustrating having to hound them to get someone to actually pick up. Makes selecting a pick up time a waste of time
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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