Smart Send

Left a very positive review previously, but last courier SSD001163001, a sink was broken on delivery, asked for insurance claim then was told Smartsend can't list all items in black and white.

From Director Chris Madden
"I’ve discussed this matter with our cover provider, they believe a sink or a basin is simply the same thing by a different name....Unfortunately we can not list every items"

I believe sink is different from a ceramic basin, smart send has used all the excuses on not progress with their insurance and still asking their customers to pay for insurance when you check out.

We have used this company numerous times hoping their service would improve but each time we are disappointed. Our last pick up included the driver stealing a package delivered to us by Aust Post. We provided pictures and description but the item was never returned. I understand it is the courier company also at fault but the customer service side from Smart Send is as bad so we wont use them anymore as we cannot guarantee a service to our customers who we value and Smart Send obviously don't value theirs.

Pickup was a day late, delivery two days late. Two days taken off work wasted. Zero apologies, zero accountability. They hide behind an email address, they wont speak to you. Plenty of alternatives, do not waste your time.

My package had a 1 day delay in being picked up. While the company employees can help, they can only help upto a certain point. The courier service that they book is now in charge of the collection. Initially we were annoyed that it wasn't picked up but 'Couriers Please' eventually turned up the day after and delivered the package. The main issue is that you can't pick which courier service to send through. They allocate you the courier after you book. If I could pick which service to send through, I would have been happier ... but, for the price I booked, I was happy with smart send as a whole. Not sure about their customer service tho.

Got a package picked up 2 weeks ago from perth and still has not arrived to qld obviously lost or stollen and not a single person who works there will give me an answer to its location $600 down the drain

would say keep away after this experience
sent an item with box dimensions 20cm x 20 cm and the item was 74 cm long
they messaged me that they require extra payment as size of package was 21cm x 27cm x 74 cm.this is impossible as the box was 20cm x 20xm in dimension (WHICH I STILL HAVE SPARE BOXS OF THEM AS I BUY THE BOXS IN BULK LOTS )
i told them so and asked for proof of this false allegation and false extra charge ,they are not forth coming with any evidence to the fact and are saying just pay the extra or so i can send photos of the item wth so they want a photo of an item which is no longer in my possession screw you show me your photo of the item that you are making a false claim about
also note they sent me separate messages with different con note numbers for the same item so the left hand doesnt know what the right hand is doing

I've been using smartsend semi-regularly for about 5 years now and have usually had a pretty good experience. In the last 6 months however Smartsend and their subcontractors have dropped the ball.
On 5 occasions parcels were not collected on the day booked or within the timeframe selected, in one instance it was time critical and i had to drive across the city at 1am to deliver the package myself, on another I had provide a screenshot of my CCTV to demonstrate that the courier had not in fact attempted collection.

The latest issue is more concerning, on four occasions now I have been sent invoices for 'under declaring' the size of the packages being sent. The first two I paid, thinking that i was having a bad day and potentially made an error. The last two however i made particular effort to ensure measurements were correct, even photographing the tape measure before collection. I made my concerns known, and provided the evidence to them but was met with a brick wall. As of last night they charged my credit card without my authority, which is concerning as they should not have it recorded on file. I have started charge back proceedings with my bank and am reviewing all previous charges with them in case I need to cancel them too.

Multiple dealings with this company and I'm also a VIP member. I've had 2 cases of lost and undelivered goods in a few months span. They may be cheap but their service is cheap too. Don't trust this company, not worth the headache

9K0000001526

Of course i'll start with the con #. After booking, paying and providing everything as required I am into the 5th day of trying to have a parcel collected from metro sydney. I'm sure everyone loves just waiting around for a pickup, we followed your rules and are getting no where, 3 failed attempts at pickup and absolutely no resolution make me wonder why i even bothered. 15 emails and promises of "well keep an eye on it" are just ridiculous. Happy to be given an update at anytime.....

Smart Send have failed in delivery expectations and their customer service but that can happen in any firm. The issue that really frustrates is that Smart Send will not escalate my complaint to the complaints team - I have now sent 4 emails thanking the Smart Send representative for their email but asking to have the matter escalated to the complaints team. Perhaps number 5 will be successful. Never trust a firm that is afraid to escalate a matter to their complaints team!!!!!!!

Smart Send utilise a range of couriers, which they provide discounted prices on to suppliers who sign up to them. So they're not a courier themselves, but they have some clout with courier networks (which is great for smaller suppliers who may not be considered that important). Where there have been problems with a particular delivery, Smart Send replies to emails are generally within 5 mins and they're on top of the courier applying pressure and to try and ensure the best outcome. I couldn't ask for more. Couriers will always be hit and miss, but having Smart Send on your side to apply a bit more pressure, that I find re-assuring.

Very disappointed, have used Smartsend for years but not any more. We paid a premium rate for next day delivery pickup Friday, delivery Monday. Queried Smartsend as courier had not picked up by 4pm Friday was told he was still coming. Stayed in the office til 8pm no courier. Courier picked up Monday & delivered Tuesday. Requested a part refund of the fee as we did not receive the service we paid for but Smartsend refused to refund the portion of the fee that was for overnight delivery. Smartsend have since agreed to a part refund

Easy to book on line /picked up as stated/
Good old fashioned service No Hassels / No dramas great to deal with.and easy to follow transport of goods from Perth to Yass NSW

Smart send is the way to go

Thanks for great service once again

Danny
Perth WA

Booked. Got Consignment note to stick on Box. Date & Time were organised. No one came. No one called. They were so quick in claiming the payment though, same day!!!!

They don't have phone for us to call?

What kind of business is that?

I sent jars which I wrapped in bubble wrap. Box was returned to me in a new box and two of the jars the were dented and all the fluid leaked out. When I asked for a explanation of what happened got told the depots are too busy. But someone has repacked the box as my original box has disappeared. Got told cos it was good nothing they could do about it. The box must of been handled poorly if the depot repacked it in a new box.

They failed to pick up the parcel for 2 days and as result i had to cancel booking and pay premium to send it via Express Post.

Package was picked up late many times had to wait for nothing.
When I sold something overseas, they made me pay for the import duties. When I said I am not paying as it is the buyers responsibility, they wouldn't take no for an answer. They blocked my account. Stay away from them. I recommend you finding another courier company thats more reputable.

A great company to deal with. A number of their friendly staff went out of their way to keep me up to date on the status of my parcel, on the weekend!! Talk about above the call of duty.
Kudos to all at Smartsend

I order to pick up over week end to pick up Monday, when I check with tnt as the invoice show, the tnt has no cue about the quote number and told me the no. Is not exist as no arrangement for pick up for sure!!

I have been waiting for a delivery unfortunately all i am seeing is since it arrived in Brisbane 14th November {Your parcel is at the 'Brisbane' depot ready for delivery in the next available cycle.999} this is really frustrating, if this company cannot provide the service required why on earth as they still being utilised. Last communication was this items ins now under investigation. After 24 hrs of dealing with smart send and fast ways FAST WAYS no change.
Contracted courier company is a joke. Lack of communication between both companies.
Never again buyers please beware...