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PACK & SEND
4.5 from 6,256 reviews · View Statistics
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Listing monitored by PACK & SEND

Pros

Caring customer service
Efficient, on-time delivery
Reasonably priced services

Reviews

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Unprofessional

published

Package picked up on the 17th June 2022 Bayswater Melbourne to go to CBD 27th June 2022 enquired about where the product is was told they are waiting for a response from there courier I asked how long will that be Anastasia said that could be another 12 days for a response I asked to speak to a manager she said no manager around they are on the phone I said I will wait she then said they are in a meeting I asked when would the Manager be out of the meeting she said 5.00 this was at 2.00 she then said that the conversation was going around in circles and hung up. Unfortunately I had to tick a star Pack @ Send don't even warrant that.

Incentivised Review No
Sender or ReceiverSender
PACK & SEND
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  • Verified

Alright service

published

Easy to organise, package was picked up from my front door. Delivered quickly. Though I had chosen for my package to be handed to the buyer and signed for or taken to a post office and it was left on their property instead. The box had been roughed up but the contents were still okay. Attached is a photo of the condition the package had arrived in.

  • Thumbnail
Incentivised Review No
Sender or ReceiverSender
Delivery TimeEarly
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
PACK & SEND
CustomerCare P.PACK & SENDSend a private message
Elouise
Elouise

No worries, overall I'd still use your services again. My customer Was just a little bit disappointed :)

PACK & SEND
CustomerCare P.PACK & SENDSend a private message

Greatly appreciated Elouise :-) Thank you.

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Review collected in partnership with PACK & SEND

RAGHU
RAGHUGreater Melbourne (Inner), VIC
  • Verified

Pathetic would be an understatement

published

Booked 3 different couriers and no one showed up to collect it. Every time had to call customer care and book it again and even then collection was missed for one consignment. If you have ample amount of time and money and nothing else to do in life, book courier with these time wasters. We have been using TNT and they been really good except this time when they had some IT issues (wasn't aware) and we went to the market looking for better options. And we fell for fake reviews on this website and other. Regretting our decision ever since. Now we are happy to pay more with TNT but atleast they show up and do what they suppose to do - Deliver our products.

Incentivised Review No
Sender or ReceiverSender
Delivery TimeNever Collected
Shipping TypeDomestic
PACK & SEND
CustomerCare P.PACK & SENDSend a private message
RAGHU
RAGHU

I understand there are issues with freight industries being under crunch however; how come is it just you? TNT is working fine and they never miss pick up, whereas you guys missed it multiple times. Good luck.

PACK & SEND
CustomerCare P.PACK & SENDSend a private message

We appreciate your understanding and note the service that we offer, is different to a direct service that TNT offer. They are a direct freight company and we are a freight reseller.

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Review collected in partnership with PACK & SEND

Grant Clarke
Grant ClarkeGreater Melbourne (Inner), VIC
  • Verified

not the best experience

published

charged an extra $20 for apparently not having our parcel ready. 100% NOT CORRECT. The parcel was packed ready to go, well before i organised delivery online with Pack & Send.
No courier turned up on the due date yet we received the late fee charge. Parcel eventually was picked up on day 4 ... not happy Jan

Incentivised Review No
Sender or ReceiverSender
Delivery TimeLate
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
PACK & SEND
CustomerCare P.PACK & SENDSend a private message

We are terribly sorry to hear you feel this way Grant. So we can directly address the events that unfolded, please DM us at customerservice@packsend.com.au with the tracking number, and we can discuss in detail.

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Not impressed
Not impressedSydney Surrounds, NSW
  • 2 reviews

Will never use this service again

published

Package not picked up, had to rebook the delivery twice. Receptionist continually said basically it was my fault for choosing the DIY option.
I would never us this service again.

Incentivised Review No
Sender or ReceiverSender
Delivery TimeUnacceptably Late
Shipping TypeDomestic
PACK & SEND
CustomerCare P.PACK & SENDSend a private message
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  • Verified

Poor Service

published

They took over a week and three reminders to collect the item.
Once it was collected then the service was expected. There is no point being able to select a pick up date if it is missed without any follow-up.

Incentivised Review No
Sender or ReceiverSender
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
PACK & SEND
CustomerCare P.PACK & SENDSend a private message
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  • Verified

Repeated failed collection/ customer service staff with bad attitudes

published

No there are so many repeated failed collections, some of the customer service staff have a bad attitude, they tell me to upgrade my delivery to express, it can’t be done as my customer hasn’t paid for express

Incentivised Review No
Sender or ReceiverSender
Delivery TimeUnacceptably Late
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
PACK & SEND
CustomerCare P.PACK & SENDSend a private message
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Dylan T.
Dylan T.South East Queensland, QLD

Seen a drop-off in service recently

published

We love our local Pack & Send franchise for complicated items but also use their online self-fulfillment. This used to be fairly reliable, however it now takes 1-2 weeks to get items picked up and multiple follow-ups. These generally aren't cheap parcels - $100-$250 freight and it can be frustrating to have to put in multiple calls and emails to get something organised.

Incentivised Review No
Sender or ReceiverSender
Delivery TimeLate
Shipping TypeDomestic
PACK & SEND
CustomerCare P.PACK & SENDSend a private message
Dylan T.
Dylan T.

As a follow-up feedback, it's also how Packsend handles these kind of followups. We use other shipping consolidators who will proactively chase missed pickups. With Packsend I have to annoy your CS staff into following it up each time.

PACK & SEND
CustomerCare P.PACK & SENDSend a private message

Thank you for the additional feedback Dylan, this is most helpful and will be taken on board to help improve our services.

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  • Verified

Strange System

published

After booking online and paying, why do I have to call up and remind them that they have a package to pickup? This is the second time I've used pack and send, the first time I thought it was an honest mistake, now that it's happened again.....

Incentivised Review No
Sender or ReceiverSender
PACK & SEND
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Jo D.
Jo D.South East Queensland, QLD
  • 2 reviews
  • Verified

Misleading advertising

published

I paid fthe extra price for the 0-1 days express pickup / delivery as advertised on their website. My package wasn't collected until late in the afternoon and not delivered until 5 days later. When I called customer service about this I was informed they don't offer this service and I need to allow for delays. No apologies for the incorrect information on their booking site or offer of refund for thr extra cost of express delivery. There was definitely no mention of delays etc prior to booking. Will not recommend or use them again.

Incentivised Review No
Sender or ReceiverSender
Delivery TimeUnacceptably Late
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
PACK & SEND
CustomerCare P.PACK & SENDSend a private message
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Worst experience with any company, EVER!

published
Incentivised Review No
Sender or ReceiverSender
Delivery TimeNever Arrived
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
PACK & SEND
CustomerCare P.PACK & SENDSend a private message
frustrated
frustrated
PACK & SEND
CustomerCare P.PACK & SENDSend a private message
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Stay Clear. I'm never using Pack and Send Again

published

Stay clear. I will never use Pack and Send again. I sent something Express which took a week to arrive. On the website Express says 1-2 days and "Our priority delivery service for more time dependent deliveries available Australia-wide". I've just been told that there is a small red triangle that I should have clicked on next to the advertised delivery time which would have told me there are delays. I didn't click on the small triangle - and now I have to refund the whole purchase (because it was time sensitive). Call centre has no sympathy because 'it's on the website'. A complaint email hasn't even been answered.

Incentivised Review No
Sender or ReceiverSender
Delivery TimeUnacceptably Late
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
PACK & SEND
CustomerCare P.PACK & SENDSend a private message
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  • Verified

good price but needs more info

published

great price for delivery and super convenient but It would be better if you provided confirmation of the package being sent, an invoice for delivery and tracking info that actually reflected where the package is.
This caused some issues with Paypal as they require certain documents to release money.

Overall would recommend but better documentation would make the experience better

Incentivised Review No
Sender or ReceiverSender
Delivery TimeOn Time
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
PACK & SEND
CustomerCare P.PACK & SENDSend a private message
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Terence Borg
Terence BorgGreater Melbourne (Inner), VIC
  • Verified

Very poor service!

published

We placed a booking on 06.04 for collection 07.04 and as of today (14.04), our package is still uncollected. We will not sure Pack and send again. Australia post is far more reliable.

Incentivised Review No
Sender or ReceiverSender
Delivery TimeNever Collected
Shipping TypeDomestic
PACK & SEND
CustomerCare P.PACK & SENDSend a private message
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Review collected in partnership with PACK & SEND

Kelly
KellyAdelaide
  • 3 reviews
  • Verified

Avoid at all costs

published
Incentivised Review No
Sender or ReceiverSender
Delivery TimeOn Time
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
PACK & SEND
CustomerCare P.PACK & SENDSend a private message
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Review collected in partnership with PACK & SEND

Page 1 of 10

Questions & Answers

JEFFERSON T.
JEFFERSON T.asked

What's the shipping charge I want to send cycle (bike) weight 9 kg to India ( assam) pin code 781005

1 answer
PACK & SEND
CustomerCare P.PACK & SENDSend a private message
LizBet
LizBetasked

Can you please confirm that the additional cost for a signature on delivery will ensure that a signature is obtained and parcels will not simply be left on doorsteps etc?

1 answer
PACK & SEND
CustomerCare P.PACK & SENDSend a private message
Unhappy Customer
Unhappy Customerasked

Can you guarantee that a parcel will be delivered in the next 1-2 days from pick up?

1 answer
PACK & SEND
CustomerCare P.PACK & SENDSend a private message
See all PACK & SEND questions

Get an answer from our members and PACK & SEND representatives

Details

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.

ProductReview_2022 Awards_logo

If you need goods delivered safely and efficiently, Pack & Send is a reliable option. This courier is clearly a trustworthy option - and has three ProductReview awards for Best Courier to show for it, earned in 2019, 2021 and 2022. Top points were awarded for goods being delivered on time and in good condition.

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