Caring customer service
Efficient, on-time delivery
Reasonably priced services
Reviewer Photos & Videos
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
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?
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.
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
Worse than bad, ILLEGAL
Our 13 boxes that we shipped from Brisbane to Canada arrived months late, we were told the "secure" warehouse was broken into, ALL our personal belongings were stolen including jewelry, computers, laptops etc. Instead of contacting us, they repacked the boxes with stuff that was left on the floor of the warehouse and shipped it to us. After months of not having our belongings, we opened our 13 boxes of useless garbage. Pack & Send refused responsibility and did not compensate us either. Do not use Pack @ Send.
item damaged on receipt, no one interested
14 days to deliver, missing in transit, item damaged by courier. No one interested, NO CLAIM !!! Wont use again. emailed customer service with complaint, however no response. cannot reccomend this service after this event.
Do not go to Mt Waverley branch, guy in charge will rip you off
Do not go to Mt Waverley branch, guy in charge will rip you off after accepting the parcel and charge you extra. Been sending parcel for years with no issues, always dropped off at P&S Rowville, first time here and was charged extra after the guy said all was ok. I see see this location is not CLOSED
A 4-month long Nightmare
On 23rd August 2019, the lady who runs the Spring Hill office took a payment of 595$ from me to send two big parcels from Brisbane to Toronto (Invoice number: AU-SPHL01470812). As months passed by and the parcels would not arrive, I emailed her several times but she kept ignoring my messages. When I would call her on the phone, she would keep repeating that she was in touch with Customs and that Customs was still checking the contents of the parcels. When out of despair and frustration I decided to contact their Field Manager, I found out that ...my parcels had never left the Spring Hill office and that the above-mentioned lady had been lying to me about her talking with Customs. My parcels had never reached Customs. The Field Manager admitted that this lady deliberately decided not to send my parcels despite having received the payment (otherwise called theft) and that she would keep lying as she was too ashamed of what she had done. After her attempted theft was found out and thanks to the Field Manager my parcels were sent and I received them after a week or so. Thank you [name removed] for your help with this.
Very bad service
Package took over 2 weeks to deliver. It was on a delivery truck 3 times but somehow never made it to it’s destination . Took a lot of stressful calls over more than a week to sort out. Had to escalate to a supervisor who initially wouldn’t talk to me ! Package finally arrived broken . Never again.
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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