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Smart Send
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- 11 reviews
- 10 likes
- Verified
Go with an actual carrier - misleading terms
'Smartsend' use different courier services to fulfil their jobs e.g. TNT and Couriers Please. They offer 'transport assurance' aka insurance up to 10K for a premium. This seems like a major benefit given they will take larger items than Aus Post and other couriers who only insure up to 3K but their terms are misleading. I had used 'Smartsend' for years for with travel assurance, but all of a sudden right on the morning of a pickup, they tell me they 'don't insure second hand items'. This is not stated explicitly in their terms and it was a comp...
Read morelete waste of my time in dealing with them. Even when providing photos and proof of ownership of a mint condition item, they completely shut me down. They probably won't ask too many questions if your item is of a low value, but nothing they think they might break and have to pay more than a few bucks for — what is the point of offering insurance then ¯\_(ツ)_/¯ Also, this company is online only and although their online agents are quite proactive, sometimes you need to speak with an actual person. I would not recommend smartsend at all. Go with an actual company and save yourself the hassle of bs promises.- Incentivised Review No
- Sender or ReceiverSender
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- 7 reviews
- 2 likes
- Verified
A courier company that you can contact and actually responds !!!
Amazing customer service from a locally based company. Sure beats the long time on hold and no care attitude of some of the companies we dealt with. We have had parcels go missing and it is impossible to get any facts. That will never happen with Smart Send.
- Incentivised Review No
- Sender or ReceiverSender
- See all answers
Thank you Fiona. It's still a tough time in the transport industry with staff off with COVID or influenza, along with floods and bad weather in parts of Australia causing delays. We're doing our part to support small and medium businesses.
Regards...
Read moreSteve Smart SendReview collected in partnership with Smart Send
- Verified
Worst service ever
Customer service was very rude and unhelpful from the outset. From trying to arrange the delivery to seeking a refund for the services.
Ended up lodging a PayPal case to get my money back and compensation
Delivery driver never arrived and smart send charged me a redelivery fee. Seems like a common theme on the reviews.
Save yourselves the headache and look elsewhere
- Incentivised Review No
- Sender or ReceiverReceiver
- Delivery TimeNever Collected
Hi Dimitri, I am sorry to hear of this issue. Can you let me know the consignment number for your shipment so I can investigate further please? Thank you.
Regards...
Read moreSteve Smart SendHORRIBLE
Goods arrived damaged and pickup was missed two times, waste of time and money. The items aslo arrived 2 weeks late. The customer service was absolutely appalling, lied constantly and very unhelpful
- Incentivised Review No
- Sender or ReceiverReceiver
- Delivery TimeNever Collected
HI James, I am sorry to hear of the issue with your shipment. Can you let me know the consignment number for your booking so I can investigate further please. Thank you.
Regards...
Read moreSteve Smart SendHi James,
Can you let me know the consignment number for the issue you mentioned please. We would like to rule out your review as a fake bad review posted by a competitor which has been happening more and more lately....
Read more Thank you. Regards Steve Smart SendFind out how Smart Send compares to other Couriers
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- 2 reviews
- 1 like
Insuance claim - Damaged Package and Damaged Product but no Physical damage to the speaker - Dont Trust them
I recently had Smartsend deliver 2 (Separately Packaged) Studio Monitors which I bought online from Melbourne to Sydney, When the packages arrived, whilst packaged extensively with bubble wrap by the sender, one corner of one of the boxes was heavily visibly indented, more than likely having been dropped from a height or thrown onto a hard surface. I took photos of this and forwarded them to Smartsend and with those photos, I was told to lodge an insurance claim. After about 4-5 weeks later I received an email stating that the insurance clai...
Read morem has been refused even though the box was damaged there also must be external physical damage to the item itself for the insurance to consider my claim. By dropping the box, it caused damage to the amplifier and I had it quoted by a qualified sound repairer (whos quote I also forwarded to Smartsend) I was advised as follows. The claim has been refused. Not only does the item have to be damaged but it is also a condition the actual item itself MUST have suffered Physical External damage as well. This is ridiculous as there was extensive bubble wrap and that's what took the impact of the drop\throw of the box. The Smartsend consultant showed me the wording to the policy and this stated. "Unfortunately, our policy does not cover electrical faults where there is no visible external damage to the unit." I explained to her the word unit refers to the complete package including the protective bubble wrap and box, whereas the item only refers to the actual item itself and no packaging. A bit of a technical issue which she failed to understand. I was also told they use external insurance brokers and I requested the letter\email which refused my claim. These requests for the letter have been totally ignored, and I wonder why. Anyway enough said, I will never use these couriers again. Overall they provide lame excuses when they are late and don't honor insurance claims when they have to.- Incentivised Review No
- Sender or ReceiverReceiver
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Hi Vennis, can you let me know the consignment number for your Smart Send booking please so I can review? Thank you.
Regards...
Read moreSteve Smart SendHi
The consignment number is
CPANFDZ0873809...
Hi Vennis, thanks for providing the consignment number. I have reviewed this issue and note that one of our Transport Assurance Conditions (Clause 4) was not met when submitting your claim. The good...
Read mores were delivered and there was no mention to the delivery driver that the goods were damaged or 'pending inspection' was not noted either as part of the POD signature process. Unfortunately in these cases we or the carrier have no way of knowing if the goods were possibly damaged after delivery. If goods are delivered damaged they should be signed for as 'damaged' or 'pending inspection' there and then. You have every right to proceed and discuss this with the postal ombudsman if required and we will discuss further with the postal ombudsman.- 5 reviews
Absolutely wasting time! please be aware their instructions before you get pay
I've used them for a few times already, but only recently they don't accept insured my electric guitar posted without a hard case. It is a silver sky worth $3999 and it didn't come with hard case when I bought it. I'm pretty sure other couriers would insured that otherwise no one in the world could get the guitar.
I've wrapped bubble-warp in a PRS luxury gig bag also put it in a proper guitar box. It is absolutely safe as it came like that when brand new.
I've got a couple quote which are $192.2 with $3k insurance and $74 without insurance. An...
Read mored I booked the one with insurance. One of the staff member called Chris emailed me and asked me if the guitar in a hard case. If not, it won't be insured. If I wanted to post it without insurance I would have to cancel the order and rebook! AND I had to pay 5% cancellation fee of the whole amount! It meant I had to pay extra money to post it without insurance. Ridiculous!- Incentivised Review No
- Sender or ReceiverSender
- Shipping TypeDomestic
Hi Gavin, I am sorry to hear of your displeasure with our service. The Packaging link at the top of our site does state that musical instruments must be sent in their hard case. https://www.smartsen...
Read mored.com.au/what-can-be-transported.cfm Unfortunately if you chose to still book the shipment without packaging the guitar correctly then the 5% cancellation fee would apply.- Verified
Great Service
There has been some challenges over the last 12 months, as we all know but when they get it right its a great service at a fair price, well done on my last 3 parcels from Sydney to Adelaide in 2 days.
- Incentivised Review No
- Sender or ReceiverReceiver
Yes it certainly hasn't been easy in transport the past couple of years. Glad to be of service Mazz.
Regards...
Read moreSteve Smart SendReview collected in partnership with Smart Send
- Verified
Excellent customer service at a fantastic price.
Kathryn and the team at Smart Send not only got me a fantastic price but guided me through the whole process in sending some parcels 1800kms away! Great work and I could not recommend them higher!
- Incentivised Review No
- Sender or ReceiverSender
Thanks Armitage. We're here to help.
Regards...
Read moreSteve Smart SendReview collected in partnership with Smart Send
- 3 reviews
Forget the rest - just think Smart Send
I could not be happier with Smart Send. From the speedily provided, highly competitive quote for my
Sydney-Brisbane packages through to the engagement of the excellent Allied Express Couriers, the process was seamless. My large packages were picked up in time to surpass the expected delivery date and time at the recipient end.The tracking information was timely and just a click away. Smart Send leaves major competitors (with their eye-watering quotes) far, far behind. I am grateful for a job well done. Vicki Le Plastrier
- Incentivised Review No
- Sender or ReceiverReceiver
Thanks Vicki. I'm glad we could be of assistance.
Regards...
Read moreSteve Smart SendFind out how Smart Send compares to other Couriers
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- 5 reviews
- 2 likes
Unreliable and take no responsibility
Simply unreliable. They do respond to you which is a 1 star rating but you need to follow them up half the time. Take no responsibility for loss of goods.
- Incentivised Review No
- Sender or ReceiverSender
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Complete Crap handling
A computer monitor arrived broken. It is a clear cut case of rash driving and tremendous jerking. Using some lame excuse they have refused the claim. It has cost me $1300.00. No one available to speak and online responses are designed to trap customer for rejecting claim in anyway possible. What is the point of delivering it on time if can't be handled. It was so poorly transported that the monitor was broken from the stand. Not sure but they probably dropped it from a height. What a WASTE of TIME and RESOURCES.
- Incentivised Review No
- Sender or ReceiverReceiver
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- 2 reviews
- 3 likes
Scammers - stay away from them
They take your booking, make you pay for it, then tell you there is all sorts of problems with your package and tell you they have to cancel the booking and when they cancel the booking they do not refund you the full amount that you paid
- Incentivised Review No
- Sender or ReceiverSender
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Find out how Smart Send compares to other Couriers
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Poor customer service after items were lost in transit and no refund applies
I am very very disappointed with the service from SmartSend. The lack of communication from them after items were lost in transit and no remorse for this has literally cost me $1000 out of my own pocket to refill my clients order.
They love to pass the buck and give you the response "were online only so we cannot speak with you on the phone" when your desperate to find $1000 worth of items. I would not recommend these guys to anyone!
- Incentivised Review No
- Sender or ReceiverSender
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- 9 reviews
- 4 likes
Was delivered on time as per the ETA in the tracking
I requested a pickup and delivery from Melbourne to Sydney. The item arrived, as far as I remember, even before the ETA, which was not blazing fast, but given Covid, still OK.
- Incentivised Review No
- Sender or ReceiverSender
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Waited for three days and they never sent a courier.
Booked a courier with Smart Send to pick up a package on Monday morning (9am - 12pm window) and finally had to cancel it with them on Wednesday at 2pm after the continually lied (6 times) to me that a "Driver should be there anytime now" or something similar.
It was also cheaper to book directly with Couriers Please which is who Smart Send were farming my delivery out to.
Save your time and money. Just don't use them.
- Incentivised Review No
- Sender or ReceiverSender
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Hi Matt, how are you. We discussed this recently and have refunded the charges as requested.
As discussed with you, the Couriers Please driver let us down and did miss the pickup on two occasions ho...
Read morewever on one occasion he did attempt collection and marked the job as futile (which means no-one was available for them to collect the goods). Our staff did not lie to you, they communicated with Couriers Please on each occasion the driver did not collect and were advised the driver would attend again which we communicated to you.Questions & Answers
I’m still waiting for my parcel to arrive Its been over a week I have emailed them but no answer what is going on I check the tracking number and it says still in Brisbane
HI Anthony, can you let me know the consignment number or the ticket number with Smart Send so I can investigate further please. Thank you.
Regards...
Read moreSteve Smart Send14753082017652 is that the number ur after or ld0000995671
Thanks Anthony. I have checked our customer service ticketing system and cannot find a ticket open for this query. Can you let me know the ticket number with Smart Send for your query or the email a...
Read moreddress you emailed for this matter? BTW, the tracking on this consignment number indicates the goods were delivered yesterday at 1.41pm. If you need to discuss further please discuss with our Customer Service Dept by emailing support@smartsend.com.au. Thank you.I’m trying to fulfill an order but it gets stuck on the ‘retrieving quote’ screen. It doesn’t seem to move from there. Thoughts?
Hi Tim, can I get you to email plugins@smartsend.com.au and we can respond further. Thank you.
Regards...
Read moreSteve Smart SendAll good. I was using safari and switched to Chrome. Worked like a charm.
Ok Tim, thanks for confirming.
...
Read moreRegards Steve Smart SendI am trying to get someone to ask about missing parts of my delivered order, but the number on the website is not working, Can someone assist please
Hi Sydwell, how are you. Can you let me know the consignment number for your booking please?
...
Read moreRegards Steve Smart SendGet an answer from our members and Smart Send representatives
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Hi Peggy, I am sorry to hear of your disappointment with our services after being a long term customer with us. Regarding our Transport Assurance option to cover goods in transit, our Transport Assur...
Read moreance Conditions have always stated that we cannot cover personal effects. Second hand goods are considered personal effects as they are not new as sold from a wholesale/retail business. Regards