Shocked at how bad my experience was
I booked on Monday night for Tue pickup. Nobody showed. I contacted Smartsend, got an apology and rebooked for Wednesday. All Wednesday - no show. Emailed again stating I was very unhappy about the service. Got an apology with promise for Urgent pickup. Following morning went by. Nothing!
Contacted again with demand for refund. Got a reply stating they have followed it up and will monitor.
Guess what? Still no show the rest of the day.
What an absolute joke of a service. I used their services many times in the past. Worst was a day late. Most t...
Committed fraud and took money for a service they could not provide and did not provide compensation for lose of money.
Committed fraud and took money for a service they could not provide and did not provide compensation for lose of money. Do not use this company I will be filing a report with ACCC
Was to be picked up on tuesday between 9-12, then moved to wednesday same time. Come home to find it still at my front door. Now the resolution is a refund offered. Pretty poor form not happy wont be using this service in future and will advise friends and family also to use another sender.
Parcel was supposed to be picked up between 9am-12pm and no one has showed up. Asked a service rep on the ETA but they were not able to provide an answer. Also asked if the driver can call me to notify when he/she will be arriving for pickup, and was told that the drivers do not have company mobile phones. Unreliable! First time and the last time I will be using Smart Send!
I have been using these guys fir my business for two years now and I’m just about to find another company. Their couriers show up for pick up when they feel like it. The latest pick up was missed 6 days in a row. That’s 6 times they said they would pick up and they haven’t. really poor service and solution to the problem was to refund me rather than deliver the parcel and solve the issue. Definitely don’t recommend them.
Just terrible, if I could give a 0 star rating I would.
I booked a Friday afternoon pickup, no show. I enquired Monday as to when the courier will pick up, they stated would be Monday afternoon, Tuesday comes, still, no pickup. I asked on Tuesday what is going on, only to get a reply that I will now incur a $25 futile fee as a driver attempted to pick up the goods but there were no goods to go. That was a straight-out lie, I had the parcel waiting on the front porch, I was waiting patiently with the front door open, nobody came. Only positive, I asked for them to sort the mess out or give me a full refund. They opted for a refund.
Pick up Friday AM. Picked up the following Tuesday after countless promises. Deliver Friday. Still waiting!
3 days to pick up not 3 hours. Never received delivery! Still waiting for delivery. Maybe next month it'll arrive! Correspondence horrible. No knowledge of item location. No access to drivers!
Didn't pick up
Last night, I booked a parcel to be picked up between 9am and 12pm today. At 1pm I contacted them online (as it's the only option!) to ask where the courier was.
I received a message advising they had rebooked the pickup for this afternoon. I wrote back and said that didn't suit. When you offer time windows for people to select from, these should be adhered to.
I was then told that the driver had missed my pickup. If they didn't pickup today, did I want it picked up tomorrow. I replied that no - I needed it to go today. I was told they would...monitor it. At 4.45pm I asked what was happening and was told that they would be unable to pickup today! I have now asked them to cancel the order and refund as I won't be using them again. Let's see how long it takes to get the refund!
Hopeless & rude!
Swane's hired them to send me a plant as an act of goodwill after a mix up so 5 stars to Swane's however Smart Send have left me sitting at home for 2 days because they can't pick up a package & deliver it. They then had the nerve to insult me because I wanted a workable tracking facility & for them to do their job! Avoid this company!
- Verified customer
DO NOT USE SMART SEND!
My first and only time using them, shipping an item from Canberra to Newcastle
They were four days late picking up my package from its origin, due to their apparent incompetence. it was checked in as received at the Sydney Depot 3 days ago (the revised arrival date in Newcastle) and nothing has happened since. I am unable to speak directly to anyone on the phone, as they boast themselves as being online based, so i am stuck futilely emailing customer service with no clear answers. this company reeks of incompetence. no offers of reimbursement or compensation.
I did everything asked of me by Smart send ,, the issue i have is prior to sending and booking the goods i was asked in writing what it was and how it was packaged i replied in detail there was no issue .. there was no issue from the pick up driver of depot or delivery driver roughly 2 weeks later smart send are try to extort a $15 dollar fee because my package did not comply ,, my package was slightly beet up from being insecure in the pick up truck and delivery truck 27 kilos should be secured at all time and can do a lot of damage to itsel...f and OTHER paying customers freight ,, Read your emails before replying with stupid questions you have already asked and been answered many times. Would i use smart send again or tnt ,, knowingly HELL NO.. Ps im a ex interstate transport manager of 20 years so i know crap refreight when i see it,,,,,, Latest from them after i located a picture of the packed item and sent them a copy of the picture Hi Peter, Carriers don’t provide photographic evidence and you have confirmed in writing that the goods weren’t sent in a cardboard carton (only wrapped in cardboard). We won’t be discussing it further with you. You can discuss it with any other party as required and we will discuss further with them. Interest charges will continue ongoing however in the meantime. Thanks Peter.
Don't use this company
Twice in one week no body has shown up for the pick up time quoted, they don't book on time and now i have to wait another day. not good at all had to get time of work now 3 times this week and my boss is mad if i get the sack look out
Their service is pretty bad.
As a sender, I scheduled a time for my parcel to be picked up based on smartsend's online form. Jan 2 12am-4pm. The item was not picked up during this period. I raised a ticket with their help desk to follow it up. They automatically rescheduled a pickup for the next day for a time I was not home and then charged me $25 "futile fee" for not being there. After sending through countless emails to their support desk I kept getting a standard response of "you have a futile fee attached". Even though it was their mistake that the item was rebooked f...or pick up. Not a great experience and although their help desk is very prompt at replying their responses are designed to give away zero information and there is absolutely no way you can actually talk to someone directly over the phone.
What a Rort
I sent a bicycle using Smart Send from Gold Coast to Melbourne, the carrier was StarTrack. The pick up and delivery went without a hitch. Two weeks after the delivery I received an email from Smart Send saying that the dimensions I had quoted were incorrect so I needed to pay an extra $14, unless I could prove that they wrong. Unfortunately my son had scrapped the box I sent the bicycle in so I have no of knowing what the actual dimensions were, but I know I am correct. Smart Send say that they have to believe StarTrack. StarTrack will not talk to me. What an absolute rort! I was not SMART sending my package with Smart Send.
Lost in transit
Goods were purchased on 10 Dec through an Ebay store, ETA 13-16 Dec. It is now 20 Dec and no goods, with the SmartSend contact repeatedly stating they are looking for the package at the depot. For 3 days.
Under Australian Consumer Law consumers are entitled to Services which are:
-Fit for purpose
-Performed with due skill
-Conducted in specified time (or a reasonable timeframe)
Not quite sure how many of those conditions have been met during this transaction, considering that the service has not provided the goods, the company has not provided...
- Verified customer
Keep damaging my goods and never give a refund.
I'm the sender and this company damaged my goods 3 times and each time they refuse to refund. I am an eBay seller and sell goods for $90 and cant buy insurance for $100 which they offer that does not make sense. It is just not nice really. They can offer at least something for 3 times.
- Verified customer
Atrocious Service. Avoid at all costs
If you value your reputation and your business this is the last company you should use for your parcels.
Problem every time. Provide solution never!
I cannot recall a single items we sent over the last 6 months that we did not have to follow up with at least a single email or call.
They break items, lose items, forget to pick up. Every single mistake under the sun and their staff will always come back with an excuse to put the blame on you.
Right now after completely losing some packages, damaging others they have completely stopped responded to us.
Most Incompetent Courier Company Ever Avoid At All Costs
My parcel was picked up in Rosebud, Victoria three weeks ago and only needed to travel 120+ km's to Hidden Valley, Victoria 3756. The parcel was sent to Hidden Valley, NT, even though the parcel clearly states Hidden Valley, Victoria 3756. The senders and my phone number are listed on the label, if Smart Send were unsure, all they needed to do was call one of us to confirm details. [name removed] (Smart Send) has advised my parcel would be delivered within 48 to 72 hours several times, totally fake and makes Smart Send look incompetent. Sma...rt Send still do not know where the parcel is, or when this parcel will be delivered and NOW blame Christmas for the delay. I will not use this company ever again, they have no idea what they are doing. [name removed] their Director states 'more parcels do go missing this time of year'. How parcels being tracked can go missing is beyond me.
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Questions & Answers
Why is it that as a receiving customer I have tracking information but then it keeps saying 'Could not deliver today, will deliver tomorrow' 'Your parcel is with Fast way courier and ready for delivery' then has full name, address and phone number as the 'company info. I call that number thinking it's the courier but ends up just being a normal person who is also waiting on a delivery??
Steve S.Smart Send
Can you let me know the consignment number for this delivery or if have lodged a ticket with our Customer Service Dept at firstname.lastname@example.org?
Can anyone please tell me why a package that was supposed to be sent last week has no tracking information whatsoever?
This is a chrismas present, will i be recieving this in time?!?!
Steve S.Smart Send
It looks like the goods have not been despatched by the sender as yet. Please contact the sender regarding the matter as we can't provide tracking information until the goods are in transit.
Hi .this is peiman from mandurah ,WA
I ran a business as artin toys company during this month and I was wondering to contract with your company as third party .how can i give your prices and what do i do for put a contract with you?
Sorry my english is not good .
My phone is 0413415572
My email is : email@example.com
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