Caring customer service
Efficient, on-time delivery
Reasonably priced services
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.
Online quoting and pricing good but customer service in drop off center poor!
Quick and easy to quote and purchase online, but service i received in the drop off center was poor. My box had a slight bow in the cardboard (2cm) which I was charged an additional $20 for but this bow was simply from lying on its side in my car, which would have been easily fixed if I was allowed to use some of their tape.
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.
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.
Drop my package at pack & send on Thursday, & they forgot to pick up, checked website on Tuesday morning next week & my package still sitting at pack & send, I contacted customer service asking for pick up asap, the good news is they could pick up on that day. I can't imagine if I didn't contact pack & send, may be my package has never pick up.
Review collected in partnership with PACK & SEND
The reviewer stated that an incentive was offered for this review
Document collected on the 23/12/2020, but wasn't delivered until the 4/01/2021. I paid for express service which obviously wasn’t provided.
Very disappointed as it was an important delivery of my passport for Visa Approval.
Document was returned via Australia Post Express service and took 1 day from Canberra.
1 star for pickup, and 1 star for actually delivering the Document to the receivers address.
Receiving was more difficult than sending.
I was not asked for any H/S and invoicing details posting from Australia to Vietnam, and it was via DHL which made it worse. DHL Vietnam withheld the parcel for more than a week asking for random bits of information and invoices for a box of personal Christmas gifts to my partner. Most of them had no invoices. I was slugged with unreasonable import taxes (more than the cost of the gifts and $120 postage costs combined) before the parcel was released by customs. Beware of Pack & Send using DHL. I wish Pack & Send asked for these details at the time of booking, as there were just plain text boxes at the time of self-service labelling and booking online.
Made many promises but...
Package arranged fir pickup on Thursday but did not go until a week later. Said they would overcome address issue immediately but had to call up another 2 times to get the courier to pick up even though they clearly had my phone number. Reason - Couriers do not have work mobiles???
Friendly enough, just breakdown in communication between P&S and couriers.
After repeated emails and phone calls package was picked up at the end of 3 days of staying at home and waiting!!!! It then took 2 weeks to be delivered to address in Perth after my daughter phoning the depot. Although I did not specify that parcel had to be signed for they did not leave package on first attempt because no one was home. Apologies plenty but chaotic and no organizing capability that I could see. Will ever use again.
Picked the delivery 3 days late.
The delivery was supposed to be picked on Friday morning and they didn't pick it until Monday afternoon. I had to call them 3 times to arrange this instead of the other way around. Poor service.
Great online service, pity about the person behind the desk when I dropped the person behind the desk
I found the online component of Pack and Send excellent. However, I elected to drop my package at the local facility (Tweed Heads NSW). I didn't have a printer and I didn't have time to go to the library to print out the necessary details. The lady, instead of being polite and accommodating, spent 5 min telling me how it was such a burden and cost to print out one piece of paper. Then when she measured the box that I had brought in, she made sure that every dimension that I measured was an under-estimate. At one stage she was doing that by hold...ing the tape measure at an angle away from the box and telling me 82 cm as she "measured". When I made her do it properly it was 81.1 cm, so she rounded up and charged for 82. It was clear that she wanted to charge me as much as she could, with the aim of causing harm to the customer. She was argumentative through the whole process and never polite. Thanks for the $hit service Pack and Send.
Was good but disappointing service this time
Booked 2-3 day job 1/10 received 9/10
In system- but not collected
Emailing was a quick turnaround which I appreciated, this was done 2x including apologies. Costing good, moving forward I would still give them last chance
Failed to meet expectations
I needed a package to be delivered to an address that was 44 kms away by the Friday. I arranged online but to make sure I dropped it off at a Pack & Send on the Wednesday - rather than have it picked up at my address, therefore saving a step. The internet booking said 0 to 1 days for delivery. So I gave plenty of leeway for a Friday delivery. It arrived the following Wednesday - a week later. The package was needed for the weekend - total fail.
Questions & Answers
Do you guys have any warehouse/ depot in the USA to drop off items to be shipped to Australia
Hi Alex, Thanks for your question. We do not have PACK & SEND outlets in the USA but you could drop your goods into a PostNet outlet if there was a store nearby. They could arrange to ship it for you. https://www.postnet.com/
Thank you for getting back to me im also wondering if you have any partner in Germany as well
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/
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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