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Smart Send
4.2 from 1,334 reviews

Was returned customer but never again

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.

Sender or ReceiverReceiver
Shipping TypeDomestic
Delivery Arrived in Good ConditionNo

Very poor customer service. Do not use

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.

Sender or ReceiverSender
Delivery TimeUnacceptably Late
Shipping TypeDomestic
7 comments
Hi Jane, Can you let me know the consignment number for this issue as I'd like to investigate further. Thanks Jane. Regards Steve Smart SendHi Steve I have sent it to you via email as discussed yesterday and am still waiting for your teams response. JaneThanks Jane. Sorry as there is no further details on you in this review can you let me know the consignment number so I have the correct details. Thank you. Regards Steve Smart Send

Dreadful service

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.

Sender or ReceiverReceiver
Delivery TimeUnacceptably Late
Shipping TypeDomestic

Ok Service

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.

Sender or ReceiverSender
Delivery TimeLate
Shipping TypeDomestic
Delivery Arrived in Good ConditionYes
1 comment
Thank you for your review. If you are a regular user we can set you up as a VIP and you can then choose a quote from a particular carrier if required. You can sign up as a VIP for free at: https://www.smartsend.com.au/vipClientEnquiry.cfm VIP's can also receive further discounts then regular customers and have access to a Freight Management Console to assist with your shipping requirements. Regards Steve Smart Send

Would not use there service

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

Sender or ReceiverReceiver
Delivery TimeNever Arrived
Shipping TypeDomestic

false claims about package size after item delivered,invoicing extra charges once delivered without proof

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

Sender or ReceiverSender
Delivery TimeOn Time
Shipping TypeDomestic
1 comment
Hi, Can you let me know the consignment number/s for this comment so I can investigate this further. Thank you. Regards Steve Smart Send

long time customer lost

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.

Sender or ReceiverSender
Delivery TimeUnacceptably Late
Shipping TypeDomestic
Delivery Arrived in Good ConditionNo
3 comments
Hi, Can you let me know the consignment number/s for this comment so I can investigate further. Thank you. Regards Steve Smart SendHi Steve, you sent me two short and unhelpful emails yesterday, you know the consignment number.Hi, I don't know who this is? If you can advise the consignment numbers I can look into this further. Regards Steve Smart Send

Terrible company

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

Sender or ReceiverSender
Delivery TimeNever Arrived
Shipping TypeDomestic
1 comment
HI Wu, Can you let me know the consignment numbers where you've had issues so I can investigate for you. Thank you. Regards Steve Smart Send

Why bother even contacting them, pathetic service, unreliable, no resolution

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.....

Sender or ReceiverReceiver
Delivery TimeNever Collected
Shipping TypeDomestic
2 comments
Hi Sam, Please accept our apologies for this issue and inconvenience. I can see by the ticket discussion the carrier Fastway has let us down on multiple follow ups. We have refunded the freight charges and apologise again for this issue. Regards Steve Smart SendThankfully I only wasted 5 days on following this up, 19 emails, 2 phone calls, a very upset sender and just a miserable failure of a system. In positive news I re booked with Pack and Send on the 19/2/19 at 8pm, it was collected at 11:20am on the 20/2/19 and delivered to my door in country NSW today at 1:12pm. I can highly recommend Pack and Send as an online courier, Smart Send - never again.

Will not escalate a complaint to the complaints team

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!!!!!!!

Sender or ReceiverReceiver
6 comments
Hi, Can you let me know the consignment number for your booking so I can investigate further for you. Thank you. Regards Steve Smart SendThe number is CPANFDZ0633720 I look forward to finally hearing from the complaints team. Thank youHi Anton, I have reviewed the ticket raised with Smart Send. The booking had a 1-2 business day delivery timeframe. The goods were picked up on the correct pickup date from the sender (22nd January) and delivered to you 2 business days later on 24th January at 9.05am. This is within the delivery timeframe for this booking. If your expectations were different you should discuss this with the sender of the goods (our customer that completed the booking); however from our point of view the delivery was delivered in line with our service offering. Regards Steve Smart Send

Great Support and Service -- Do the Best Possible to Deliver

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.

Sender or ReceiverSender
1 comment
Thanks Scott. We're glad we can be of assistance. Regards Steve Smart Send

Disappointed

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

Sender or ReceiverSender
1 comment
Thanks Paul. Sorry for the initial service issue with the carrier and happy we could resolve the situation for you. Regards Steve Smart Send

TOP SHELF SERVICE

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

Sender or ReceiverSender
1 comment
Thanks Danny. Appreciate the feedback. Regards Steve Smart Send

No pick up

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?

Sender or ReceiverSender
1 comment
Hi Farida, Can you let me know the consignment number for your booking so we can investigate this pickup issue with the carrier further please. Also you can lodge a ticket with Smart Send via the 'Customer Service' link at the top of our homepage. This will open a ticket with our customer service team and they will respond within 9 minutes (on average) during business hours to assist you. Regards Steve Smart Send

Products were damaged and returned back to me.

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.

Sender or ReceiverSender
3 comments
Hi Sharon, I am sorry to hear of this issue with your shipment. Can you let me know the consignment number for the shipment so I can look into this further? Thank you. Regards Steve Smart SendHere is the connote number CPANFDZ0617563Thanks Sharon. I have reviewed this and can see some of the product was damaged in transit by the carriers and returned to you. At this peak time of year before Christmas there is an increase in service issues (e.g. damages, lost goods, etc) unfortunately as the carriers and their systems struggle to handle the extreme volume of goods being transported. I apologise for this issue and will respond to you in the ticket shortly also. Regards Steve Smart Send

Waste of time and money

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.

Sender or ReceiverSender
3 comments
Hi Jsk, Can you let me know the consignment number for your booking so I can investigate further. Thank you. Regards Steve Smart SendLF0000708398Thank you. I have reviewed the issue on this booking and unfortunately it comes down to the carrier used (Fastway) struggling with extremely high pickup and delivery volumes at this time of year. We apologise for this issue and have refunded the charges for this shipment as per your request via the customer service ticket lodged. Once again please accept our apologies for this issue. Regards Steve Smart Send

Courier didnt show up ontime 1 out of 3 times, closed account when they asked me to pay for the buye

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.

Sender or ReceiverSender
1 comment
Hi, can you let me know the consignment number for the missed pickup and the import duties issue so we can look into this for you. Thank you. Regards Steve Smart Send

Very helpful

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

Sender or ReceiverReceiver
1 comment
Thank you Stevo, glad we could be of assistance at this trying time of year. Regards Steve Smart Send

No one contact, no contact number, very slow service unreliable, do not use it

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!!

Sender or ReceiverSender
3 comments
Hi Jibbi, Can you let me know the consignment number and I will investigate further for you. Thank you. Regards Steve Smart SendOh.. the problem is now fix very quick.. thank youOk great to hear Jibbi. Thank you. Regards Steve Smart Send

Unreliable & appalling service

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...

Sender or ReceiverReceiver
1 comment
Hi Col, can you let me know the consignment number for this issue so I can investigate further. Thank you. Regards Steve Smart Send

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Questions & Answers

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?!?! QJ0000387381
1 answer
Hi Jason, 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. Thank you. Regards Steve Smart Send

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 : daneshparvarpeiman@yahoo.com
1 answer
Hi Peiman, best thing to do is contact Smart Send on email or phone and they will take care of your request for correct information and service needs. Good luck! :D

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