PACK & SEND

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

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.

Very unfortunate experience with Pack & Send. Booked in a delivery for Melb from Syd and the parcel ended up being returned to sender due to unsuccessful delivery. After my third phone call, I was told that there's nothing they can do and I have to re-book and pay again ($100). Yes, the sender received a tracking number, however, the receiver received zero correspondence or notifications regarding the parcel. A card wasn't left at the address when delivery was attempted either and all I was told on the phone was that it was my responsibility to...

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.

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

Had a phone call from the delivery driver at town nearby the destination to say that they don't deliver to that area. I was charged $11 more by this company to deliver to the address, but the reciever of the parcel had to drive into town to pick it up. No refund was offered by the company due to this.
No one at the service centre or drop off centre understand shipping to a rural centre.
Tried to change to address on the parcel at drop-off centre, but the man just raised his voice over top, talked down to me and treated me rudely. Refused to p...

Didn’t pick up and specified day, and took another 3 days to pick up after having to call twice to arrange the re pick up. Not what you expect for a premium postage provider.

The Brookvale office had no parking, making it hard to drop off parcels. Took 15 mins to get served. So that wasn’t a great experience. However, packed arrived on time

The dimensions taken into account when I was charged extra were larger. It was measure two ways before taking it to pack and send. other companies have never done this

Booking online was easy
Having the parcel picked up was convenient
Transit time were atrocious
Age old excuse of covid effecting shipping times
Was told 3-4 business days for interstate delivery, with COVID adding possibly another 2.
It took 8 business days….

Really disappointed this time round using Pack and Send. Item was scanned leaving Sydney and I paid for 2-3 days delivery. No updates on the parcel being scanned anywhere for the next 28 days. Repeatedly called customer service who advised the they would chase up the contractors, although each and every time I was not updated with an outcome. On my final attempt to locate my package after 2 weeks of silence and still no update, I was advised my parcel was on-board for delivery.
Probably the scariest comment made to me was that everyone was so u...

Nailsworth staff were helpful to re-arrange delivery location in Perth.
Opted for road freight as goods weren't super urgent, but delivery time was terrible. Dropped off on the 6 Jan. finally arrived 24 Jan. Tracking information was fine, could see daily my parcel hadn't arrived!

Parcel was delivered a week later than estimated delivery and tracking information wasn't being updated. The helpline couldn't give me any information. I didn't get a response to the day before the Parcel was delivered. I won't be using this service again.

The package was picked up on time by StarTrack. I went, initially, to Pack and Send store and was advised the best and cheapest way was to use self-packing option. This was good advice.
When then parcel arrived interstate, I (the sender) was notified rather than the receiver that the parcel could be picked up. However, the parcel was then lost. It ended up back at Perth airport but, fortunately, it was retrieved in time!!
Not happy with the way it was dealt with. The employee was abrupt (rude) and offered no apology for the stress this whole event caused me.

Booked online which was easy and convenient. Rang my local agent (Mermaid Beach) to check on the pick up and they were quite rude and dismissive, stating that if I had booked online it had nothing to do with them. Quite disappointing, as a first time user I will never recommend that branch to deal with. No one came to collect, so I chased another agent down the street to pick my package up. Wasn't the best start to be honest. Delivery was quick and arrived safely.