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Comedy of Errors
So delivery commenced in another state, the recipient address has a unit number and street address, the street address was initially recorded incorrectly which is where we begin. I receive a text msg stating an attempt was made to deliver my parcel but no one was home. (I was home all day and could see out my window, no Toll Courier ever arrived) I am advised to take the non delivery card to a local 7Eleven where Toll have a delivery locker. I have no card but I travel to the 7Eleven and call the 1300 number to get my PIN code for access. I...am asked for a consignment number and offered a 4 digit pin for access but this is wrong as the locker requires an 8 digit pin for access. After a discussion with Customer Service I am advised not only has the driver scanned my parcel incorrectly but has also attempted to deliver to the wrong address. I am advised of the wrong address. I drive to the wrong address and my non delivery card is in the mailbox, I retrieve the card. I am confused as to why the driver attempted to deliver to this address as there is no Unit number, it's just a free standing house, surely the driver would have thought to call the distribution centre to confirm the address as clearly something was wrong, but no that didn't happen. So for the next 7 days I am on the phone with Toll customer service 4 x times a day to get updates on how to rectify this problem so I can gain access to the locker and retrieve my package. Every time I call Toll I am given different information even though I provide the same REF number each time and continually ensure the delivery address has been corrected. The frustration was beyond belief. The PIN system needs to have a backup plan where perhaps a Generic 8 digit Pin can be provided if the driver made a scanning error. The recipient would simply need to provide ID. It's a simple solution to a massive system problem. After 7 days and a non collection the parcel was returned to the depot. In the interim I had sent a complaint letter via the Toll website which prompted a response from the out of state office. The customer service rep was very embarrassed as to the string of errors I was subjected to and immediately took over the problem. Once that happened I had my parcel within 24 hours. So for an overnight delivery, it took 7 days and constant miscommunication. I have no issue with Toll Customer Service, they were very friendly and helpful, the problem lies within an inefficient system that is vulnerable to human error and a gross lack of communication that of course is going to lead to customer dissatisfaction and a massive loss of business. Albert Toll would be rolling over in his grave.
No stars is more appropriate
Overnight package lost 3 times and I lost over $600 because of it. I sent it back and used aus post instead. They should have put it on a skateboard and lashed it to a snail it'd be quicker. Toll delivery complained a turtle has been following him around all day and was relieved when it overtook him and yes they're slower than fastway couriers, fastways are slow but they don't lose the package 3 times
I thought Australia post was bad..
I missed my delivery yesterday due to being at work, I organised re delivery well before the cut off time for next business day, waiting here all day and still no parcel. I call up and they tell me it's at the depot centre! Not the first time I've had issues with them either. The first time I was home and they sent my item to the depot centre and said I had to pick it up myself while we were in COVID lockdown not able to travel outside of a 5km radius (with the depot centre being well over 30km drive from me)
Not impressed and not using toll priority ever again!
Worst service imaginable!
I have been waiting for my package for over three weeks. I was advised by the company I ordered from that apparently (no-one knows for sure though) that my package has been sitting in the warehouse in Darwin for over a week but Toll have yet to deliver it. You have got to be kidding me!!.... What I ordered was extremely expensive and yet they are treating it like it doesn't matter. And yes they know exactly what it is and have been sent photos of proof that they picked it up from the store in Melbourne. Have been told its being investigated and twice now was told when I called them I would get information about my package before the end of the day. Haven't heard a thing both times!!!
If I could give 0 stars, that would be more accurate.
TL;DR I didn't receive my package. They didn't respond to my 4 emails requesting assistance.
The delivery driver didn't even come to the door. The slip was placed in the front fence, which is right next to the pavement where people walk. Plus, the handwriting was so poor that it was impossible to make out 3 of the consignment numbers clearly. I spent an hour on hold trying to get some help and was told the delivery would come the following day, it never did. I contacted them 3 more times and received no response.
My final interaction with th...em was a complaint, to which I received no response yet again. I have just had to accept that I will never receive my package. I actually avoid buying from businesses that use Toll to do their deliveries. I had a frustrating and disappointing experience with every single aspect of their business I interacted with. I wonder what they do with all the 'unclaimed' deliveries, because it sort of felt like I got stolen from.
Left a card instead of delivering item. I had to take time off work and pay a car service to bring it home and help me get it to the door. That’s the whole reason I chose delivery. Totally unsatisfactory.
Left a card when i was home all day. Did not knock as dogs would have run to door and bark. Dropped my parcel @ a shopping centre i NEVER go to. Ring Toll but when press option for missed card, line drops out so select wanting to book new service, get thru straight away but line drops out when operator hears it is a complaint.
Toll delivered my parcel to the wrong house, yet insisted it had been delivered to the correct address. The man who did receive my parcel kindly delivered it to me.
Wrong indication and bad customer service
They send the incorrect text message asking for pick-up from the drop-off point when the parcel is not even there and didn't even attend to deliver to your address first.
The reviewer stated that an incentive was offered for this review
Bad customer services, call center will hang up your call when your item goes missing, stolen
1. Requested Off Peak Service through call center, driver bring Priority Service.
2. Sending 5 boxes with driver witness and his signature. But only 4 boxes were delivered, 1 boxes missing. Called multiple times to call center, request for investigate, no action at all and they were just hang up my phone.
3. Even they charged you priority service, pick up on 31.3.2021 until 14.4.2021 - still not delivery.
It is ridiculous and no words to express my upsetting.
Received a missed delivery mail and when I called they couldn’t find where the consignment was, but I would receive an sms within 24 hours. No sms was received, so I called the following day and was told that the parcel had been delivered 2 weeks earlier to the closest 7/11 to me, but had now been returned to the depot because I hadn’t picked it up. After organising re-delivery, I was then told I would receive an sms within 24 hours again with nothing, so I called again to be told it was at my nearest 7/11 and I was given the mailbox number and...code, which turned out to be wrong. After calling yet again, I was told that the package had been returned to the depot because I had not picked it up within 7 days, even though only 20mins had elapsed from being given the code to trying to use it. They are now going to redeliver and sms me in the next 24hrs (which I’m positive it won’t happen again). These guys are a joke and should try doing something else, because they definitely don’t know how to actually deliver anything !! If I could give zero stars then that’s what I would give them.
My son ordered a phone from JB HI FI, as followed by tracking TOLL told s the phone was a missed delivery and a card was placed in the mailbox which is untrue, there was no delivery attempt as we were home all day and no card was placed. When we phoned TOLL we had someone is customer service that could barely speak English and was incredibly rude. Told us that there was no consignment yet the tracking number stated TOLL PRIORITY. She couldn’t even tell us where the phone was, that it wasn’t one of their consignments yet she knew the tracking nu...mber and registration number. I do not recommend this service, it’s sloppy and horribly managed. We still have no idea where the phone is. Paid for priority delivery and yet NO DELIVERY attempt was made by TOLL. I definitely will NOT be using this unreliable business in the future.
Disgusting Pricing And Not Transparent
Fun fact: Prices: Road service - $19 before GST. Priority Service - $318 before GST.
Fact 1: Priority service is NOT same day, in fact, it is only 1-2 working days, but they are charging ludicrous amounts for this.
Reasons not to trust Toll:
1. Toll does not give transparent pricing to senders. In fact, they are charging 10 times what their competitor is charging, because they never show you the prices when you are booking, but instead send you the invoice afterwards so you are ALWAYS overcharged.
2. The only way to get a proper quote is via...
Delivery was attempted by courier when we weren't home. Card left but when website used to track, parcel was marked as being delivered to a collection point with no further details. No updated details 4 days later leading to me having to call the 1300 number.
The rep who answered tracked it to the Brisbane depot and when I asked to collect, told me I would receive an SMS when the package was ready for collection. 2 hours later, I am still waiting for an SMS and when I rang back quering the delay, was told that the depot had not yet responded....When I asked about options, I was told there was no way to expedite the process despite my need to collect within the next hour due to my work commitments. There was also no way to contact the depot directly I was told. So while the reps were both polite, I was no closer to resolving my problem. In this day and age of instant communications, this situation is truly unbelievable. I can get a better service from Australia Post! That should tell you something about how substandard this company's service is. It is mind boggling how they can remain in business with internal processes as hopeless as this.
Received missed delivery. Then called. Did not offer redelivery. Said I would get an sms of pick up location. No sms. Called 2 days later and it is now back at the airport. No instructions attached. Requested again for sms. And if this doesn't work, requested redelivery. Not happy at all.
The crew at Shepparton went above and beyond to get my parcel delivered to me in a timely manner. Sender posted to my po box and customer service rang me to get the correct address
Got a "sorry we missed you" card even though I was home all day, okay, go online and submit a redirect request to my work address instead since I won't be home during the day again any time soon and I know the reception at work is always manned. Toll attempts to deliver it at my home address again despite the redirect request and then takes it to a depot in the middle of nowhere. I call and ask if I can get it redirected, but the customer service rep says this isn't possible (still not sure why?), absolutely useless, I have no way of getting to the depot so my parcel is now on its way back to the sender, hopefully they can use a different courier next time.
Had a "missed delivery" which is total rubbish because no one even came to the door. We have a camera and nothing showed. Just lazy, incompetent drivers. Since then it's been constant phone calls and varying information. Told next day redelivery. Then told it'll come this date. Now been told they are looking for it. There was "no description" or some rubbish like that. They know what it is because one of the three people I spoke to said the company it was from! The people I spoke to were nice though apologetic but there needs to be consistency in information given.
Stuff I brought from ENGLAND the SAME DAY as these items arrived before something from NSW being delivered by Toll. And that was only 7 days. What a joke.
PATHETIC COURIER SERVICE!
BEWARE! Irresponsible, Shameful, Inconsiderate and most of all Incompetent Toll Courier! Leaving an oversize parcel unattended in front of door step exposed in the public unsafe, considering the delivery option from sender is no authorisation to leave unattended. They still left it otherwise!
If I can rate their service negative I wouldn't have a second thought!
Their investigation take so long it's shameful!
Pathetic ridiculous rude liars
We had parcel came from oversees for our festive occasion. Ladies clothing only.
The sender (dpex) uses toll group here to deliver. Toll group wanted to make money. They said the parcel is in quarantine. I called customs and borders and they said its not in quarantine and nothing to do with us. The lady gemma was very rude via email and phone and constantly lied. She said if there is things in the parcel which are more in value then $1000 then it will need to go through inspection. We advised the stock is only worth around $200 to $300.
Questions & Answers
If my tracking says ‘Shipment Created’, has it actually been put in the system? I want to make sure my parcel is actually lodged and that i’m not getting scammed
Sorry can't help with that one.
where is your collection point
What course of legal action can I take against toll for not delivering my very large parcel? I paid hundreds of dollars and tried for months to get an answer only to be told they said it was delivered unattended. And I can prove without a doubt the item was never delivered.
Did you manage to take any action? I'm having issues with them currently.
After three months my box arrived. The driver dropped it and ran so fast I couldn’t get to her in time to question her. Not surprising. This after they told me it was 100% delivered 3 months prior and that the same delivery woman said she left it at our address 3 months ago. Don’t know where they had it but they must have gotten sick of me ringing and posting bad reviews so they made an effort to find it and deliver it. I was just about to start some serious legal avenues when it turned up, My advice is don’t let them get away with it. Keep at them and do whatever you need to bring attention to this shonky company. It’s not right that they can wipe their hands of it and say not our problem. Now when I order online I ask they business not to use toll and explain that they are not reliable.
hello, i think that If you are able to prove that you haven't received it you may be able to take it to court. Furthermore, if you won the case you may be entitled to obtain some money from Toll in the form of Liquidated Damages if you were able to prove the damages which shouldn't be very hard. best of luck :)
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