To My Door

Terrible customer service, lack of accountability when done the wrong thing. items being sent on trips back and forth between newcastle and sydney. Contacted 1300 # and was told I would receive an ETA update. no updates forthcoming. When you're waiting on a $1600 item to be delivered you'd expect a company to take more care. Show details

We live in regional NSW. Bought items from Castlery(furniture store) online. Tracking showed no detail with two periods of 5 days with no movement. Sent a message when delivery was overdue and was told one item (of 3) was sent to wrong town and will be returned to Sydney depot before being sent back to correct location. Meanwhile the other two… Read more

items sit in a local depot awaiting the lost item. As we live out of town, we will surely be contacted to come and collect our items anyway. And we paid $170 for this service. I should have driven to Sydney and picked up myself.

We had a very good experience with ToMyDoor today. One of the best courier services I have ever dealt with. The driver was friendly and helpful, the delivery arrived on time, if not earlier than I expected, and a special mention for Vanessa in the office in Melbourne who was professional, friendly and helped ensure the delivery was on time. Show details

Positive experience – I wanted to take the time to review To My Door as I was deterred by previous reviews however I had a great experience. Given, my shipment arrived two days after the ETA but that was noted in the original email as possible once they had collected from SecretLab. When I emailed for a follow up, I received a very prompt and friendly reply from To My… Read more

Door as to where the package currently was. The shipment arrived in perfect condition and the delivery driver was friendly. No issues at all my end. Victoria to Country NSW.

A good experience – Interstate delivery arrived on the appointed date, called me prior to delivery, arrived at the appointed time and were helpful and careful in the process. No problem with them at all. Show details

If I could rate lower than 1 star I would. This company is absolutely appalling in every aspect. Customer service is an AI agent that is clunky at best. Online tracking might as well be non existent. Linehaul freight is 5x longer than any other company I have dealt with in the past. I have been waiting 2 weeks now for a shipment that is usually 3… Read more

days at most. Anyone looking to utilise this company know that your reputation will forever be tainted by their inability to deliver on their promises.

Dreadful service. Unfortunately Castlery (furniture) use these guys. I am awaiting a simple delivery of a rug - their tracking system is rubbish - it does not update. Delivery overdue. When you call you get to speak with an AI Moron which keeps resending the same defunct tracking link. Show details

If I could rate 0 stars, I would. Genuinely the worst business, business model and customer service I have ever dealt with. Full of lies and lack of explanation around deliveries. No accountability with ‘outsourcing’. I was promised a 2-3 day delivery. 3 weeks later I finally receive a partial delivery due to the other items being ‘accidentally… Read more

placed on the wrong truck’. A ridiculous AI call centre that promises to ‘ensure a call back received today with high priority’, to 7 days later not receiving a call despite numerous call and email follow up. Finally got on to an agent that promised a call back within 30 mins, never heard from her again.

You can’t speak to anyone, the delivery dates and tracking is wrong. Make sure you never use this company or purchase any items for businesses that use them. I’ve never experienced a worse business.

Super slow delivery. It took 8 business days to get from Melbourne to Brisbane depot when Australia post takes under 2. Still hasn’t been delivered and it’s not out for delivery. Businesses need to stop using this rubbish courier service, they’re going to lose customers Show details

Absolutely hopeless service. Secretlab deserve way better than this. 3 days late, I have called every single day since it has been late and have been promised a call back every day and have not had a single call back. Absolutely hopeless, I am about to cancel my secretlab order. Show details

Delivery is 5 days overdue and tracking is terrible it doesn’t even tell you where your package is and have filled out customer contact forms twice and never got contacted back and phone number never connects you to speak to anyone. Avoid this delivery service at all costs unless you are prepared to loose what you have ordered and they customer… Read more

service is non existent as they don’t reply and never answer the phone it goes straight to hold than press star to talk to operator than always says call transfer failed

Would give Zero if I could!!!!!! I've now rung there 1300 number three days in a row and waited for someone to pick up nearly an hour each time - no one answered, absolutely incredible a company could operate like this. They have some connection to Ecosa, which is also impossible to get through to. Definately both businesses sus. Show details

To My Door has not been a joy to have my package be delivered with. I ordered with Secret Labs for a new chair 2 weeks ago (25/03) and was given an estimated delivery on the 2nd of April. After receiving zero updates from To My Door on the tracking number since the 26/03, I contacted their customer support on the 4th of April to understand what is… Read more

going on. To which the seemingly helpful lady on the phone said she would investigate the issue and give me a call back later in the day. It is the 7th of April and I have not received a call, package or update to my tracking number since. I called the customer service today and was told that my package got directed to the wrong warehouse and it will be delivered sometime next week making the total delivery time of this package 3 to 4 weeks for a domestically shipped product. All of this although frustrating would be acceptable if there was clear communication between the courier and myself however, as stated previously I have received no updates on the tracking number since the day after placing the order. The delivery time is quite unacceptable too considering I live within the Sydney region, it should not be this lengthy to get my package. I think TMD has no transparency when it comes to logistic issues and should consider improving their communication as a baseline. There is no reason to not update a tracking number and keep the customer informed. I hope some of these companies currently using TMD consider using a different courier as the overall experience of their product is dampened because of TMD. This review is harsh but when you are dealing with expensive products, your quality of service should be held to a high standard.

Yeah Nah – Sent me an email saying they were picking up something that I had cancelled. I told them not to pick it up as the order was cancelled. They said they'd look into it. They delivered it. I refused to take it and now they're sending me emails saying it was delivered. Yes, it was related to Secret Lab. Show details

Unreliable and uncontactable – (Receiver) Unreliable. Does not provide a booking time. Damaged boxes. Will make you wait a week or more for delivery date and then do not deliver on the date. Tracking only works when they update which is variable. They rarely answer the phone, prolonged wait for a reply to emails. Do not use this service. Show details

Horrible experience with ToMyDoor – ToMyDoor are quite possibly the worst company i have ever had to deal with. Ordered a SecretLabs MagnusPRO XL. Tracking said "Expected Delivery, Friday 8th of November". So i booked the day off work to organize it when it gets delivered, email on the day confirming it will be here and they email me back saying "No, it won't be delivered until… Read more

early next week"... Okay? communication or updating the tracking would be nice.

The rude and blunt staff that were sending me emails were incredibly frustrating to deal with, they couldn't grasp the question "Why is it taking 5 days to get from Melbourne > Adelaide" and just kept repeating the same tracking information that I already knew, over and over. All I wanted to know was a definite delivery date so i could be home for it.

The following Monday, the tracking gets changed to Wednesday, 13th of November..... around comes Wednesday with another day booked off work and I email again confirming if it will be delivered today. They say "Someone has confirmed your delivery for tomorrow on the 14th of November", when all I said to someone was that I didn't want it left in a safe place and wanted it signed.... never spoke to anyone about confirming a delivery date for then as i expected the tracking to be accurate and receive it on the 13th.

I ended up speaking to the owner of the company on the phone and he goes "If you're gonna freaking carry on i'll just send your desk back to Secretlabs and you won't have it at all"

Ended up explaining to him that i've had to book 2 days off of work now for false/misleading communication on their behalf and I won't settle for it not being delivered on the 13th... later that day it got delivered.

Great Customer Service – I don't normally write reviews but the customer service was amazing. Called customer service with and ETA of delivery today (5 November 2024), called the morning of to get an update and the customer service officer was able to expedite the order to the day, it was apparently scheduled for the end of week. The tracking admittedly on the website is… Read more

quite poor, not giving updates or delays outside the ETA day, I do note it says up to two days on the site but still inconvenient with no updates. The 5 stars is for the customer service officer being able to ensure delivery was scheduled for the ETA day, short wait time and was very friendly, her name was Monique so hopefully the company recognises her and her great customer service skills :)

Ridiculously slow delivery – I inquired about my order and its location as the website stated 3-6 days for delivery, it’s been over two weeks since item was dispatched, they told me they didn’t know where my package was and the tracking doesn’t work because I live in rural WA, what a joke right, this company is absolutely pathetic, it seems all the reviews I read are on the… Read more

money, barbecues galore you need to seriously reconsider which company that you use for your freight, full of excuses!! Edit: These clowns are now saying that I’m confused about the tracking!! Hahaha idiots, how can you be confused about something that doesn’t exist! P*ss poor customer service! Your a joke!

Not recommended – This is another crappy courier company that has sprung up in Australia cutting corners with slow and unresponsive service. If you are an online retailer, one of the best ways to frustrate your customers is to partner with a terrible courier so that your customers are pulling out their hair by the time their delivery finally arrives. Its always… Read more

nice to see that the tracking shows your package only 3 hours away for the tracking to remain unchanged for a week.... I could have drove down and picked it up myself at least a dozen times by now.

Please if you are a retailer, use any other courier, the cheaper cost is not worth the bad feedback you will receive from your many disappointed customers.

What excellence looks like – Customer service by Monique was excellent. Monique was polite, followed thru by doing what she said she would, solved my problem very promptly, and called be back to ensure my item had been delivered to my satisfaction. If I had a business I would want people like Monique on my team. Her costumer service helps ensure To My Door is a success. Thanks very much Monique. I really appreciate your help and attention. Elizabeth Show details

To My Door - A Warning – If you're reading this because you've been told that To My Door are handling your freight and you want to know if they're any good, then I apologize in advance. The negative reviews you read are true. For me, It took nearly 4 weeks to ship 1 parcel (Dims - 102cm x 40cm x 45cm - 19kg) from Sydney NSW to the Northern Territory. The tracking system… Read more

didn't update beyond the package arriving at the Sydney depot and I had to chase it every step of the way. I'm guessing that the retailers use TMD because they're cheap compared to Toll/TGE or Startrack, but you get what you pay for. Ultra disappointing. From the outside, it appears that they sub contract out to smaller freight companies (hence the lack of tracking updates), so there's little to no accountability. On the plus side, the staff (who are unable to do anything beyond tell you that your shipment won't be on time) are friendly and generally responsive, so I don't blame them. If you're a company/retailer looking to engage with a freight service to distribute your product, please avoid TMD for the sake of your customers.

Snails move faster – Slowest delivery service on earth. Quicker to get products delivered from overseas than within the same country. Show details

Great service – Excellent service - timing and care where on point. Couldn’t recommend more highly Show details

Great delivery service – Thanks Nathan for a fast, efficient delivery. I was kept updated about the delivery time. My parcel was quite large, so I really appreciated your help getting it inside. Excellent service. Show details

Safely delivered 2 days early – Happily received my delivery, a bicycle from Melbourne, 2 days ahead of schedule. ToMyDoor partnered with MB Logistics for the local leg of the delivery, and the local delivery guy was courteous and efficient. Tracking and notification on the ToMyDoor website was accurate with SMS notifications at the start and end of the delivery. Show details

Asked to meet the courier at the side of the road – I had a driver phone me to say he was 15 minutes away and did not arrive, there was no courtesy call that he could not make it. I was told it would be delivered two days later. Friday I get a phone call from the Driver asking me to meet him at the side of the road to collect the item. unbelievable! This is a true story. I could not put a mattress on the top of my car lol. Show details