Transdirect Questions & Answers

They are the biggest cheaters in Australia. Don't trust them. I lost my box. They automatically take hidden charges.

today what i have online 2 Jun 2023 8:31 am Delivered 1 item has been delivered. Note:POD: Returned to sender on Connote CPB83VE0000273 RETURN TO SENDER?????

Hi Rupert, Thats a great question. The Transit time ETA on this consignment is 7-11 Business days, our tracking seems to be lagging behind the carrier a little here, the latest scan shows it's in transit to Perth. As the pickup date was 30th May, if you have not had this delivered by close of business on the 14th June I would reccomend lodging an investigation with us. As a general rule any time a delivery is outside of ETA lodge an investigation, even if its only one day late. I hope that info is useful for you.

All the best,

Steve

Thank you Steve for your prompt reply :)

today the courier please pick up, thank yoou

Your Welcome Thoai! Stay well - Losa

Hi Thoai, We apologise for the delay in delivery and for any inconveniences caused. I can see we have an ongoing investigation with the carrier. We have processes and procedures in place that we have to follow in these instances and I am comfortable the team have followed these procedures to the best of their ability and have been providing you with updates. As I'm sure you can appreciate these investigations can take some time as they require coordination with multiple staff across multiple locations.

I can see your admin team have emailed you a recent update and will revert back to you with an update from the carrier as soon as we are able.

Please respond to the email from our admin team if you have any further questions. Regards, Losa

now it takes 14 days, i would like to claim lost the parcel. i can not wait any longer. URGENT THANK YOU

Hi Thoai, The carrier has concluded their investigation and unfortunately have deemed your freight lost in transit. We have sent you an email with an invitation to submit a claim under the included insurance. We apologise for the inconvenience caused.

Warm regards, Losa

Hi Thoai, Thankyou for sharing your concerns. We apologise this was your recent experience. We can now see your items were delivered successfully on 12/12. Please let us know if there is any further issues. Stay well this festive season! Warm regards, Losa

Hey Lance! I just responded to you on a previous question. Please accept my apologies you have not heard back from us yet through this channel. You can also lodge an investigation online via the contact us page. Look forward to speaking with you soon. Regards, Logan

Hi! This was loaded out of Sydney to Perth on 18/02 at 15:19:10. Following restoration of the recent flooding destruction to the East to West rail-line, substantial backlogs need to be cleared, delays are still expected however improving.

I will look into the expected arrival into WA and reach out to you shortly.

Best Regards

Ok, great & thankyou for the quick response

Hi Daniel,

Thank you for reaching out.

I have contacted you to resolve this.

All the best, Logan

Hi John, Thank you for sharing your review. I am glad you found the rates cost effective! Unfortunately we are unable to control the volume of incoming calls & I am sorry the wait time was not expected. Transdirect encourage you to lodge an investigation online as our teams are on standby by to assist!

Re-delivery charges are reasonable subject to the selected carriers conditions of service, however we do have available options to book with a carriers that accommodate a re-delivery if required at no extra cost. Further to this, if you believe this is an error we welcome you to provided evidence to the contrary regarding the re delivery charge and invoicing will dispute the charge with the carrier.

Please let me know the booking references number if any item/s remain undelivered & I will look into this for you.

All the best, Logan

Issue has been resolved Logan, thank you.

Hi John,

Thank you again for taking the time to share your review.

We look forward to assisting you with all your future shipping needs and for your support.

Healthy Regards, Logan

Hi Yolanda, Have you contacted the sender to find out why? Alternatively if you have a booking number we can look into it for you. Have a great day! Logan

The seller says they sent it. Here’s the tracking number. GE966668302AU

Hi Yolanda, Thanks for that. Unfortunately there is no scanning to indicate your freight has entered the carriers network. I can see this was booked in for collection on 06 Jan & extend our apologies for any inconvenience the delayed departure may cause. Please reach out to your supplier to have this resolved. All the best.

Thanks for getting back to me. It looks like it’s been picked up by the courier TNT on 6/1/22 and has been stuck there in limbo ever since. Hopefully they will eventually get it to you.

This package, external link  Has been picked up but still no motion, can you look into it once more?

Over two months now that has shown as collected and still no sign or news for an expensive package. Over a month since since sender initiated an investigation and again, no news, no communication. What gives? This is so unprofessional

Hi Mark, Can you please provide me with a booking reference number so I can look into this one for you? If there is no scanning to indicate the freight has entered the carriers network I would require evidence that a collection has in fact occurred so I can lodge an investigation for you with the carrier. The Proof of Pick up would include: - CCTV footage or photographic evidence of the collection being made. - A signed pick up manifest from the driver (we provided you this along with the labels) - The registration of the vehicle, name of the driver and time of collection - Any other evidence that would prove beyond reasonable doubt that the collection was made

I look forward to your reply!

Tristan

Thanks for the response Tristan. Transdirect Freight Booking - AOE7056577A. The package was picked up, buy what seemed a legitimate carrier. as such my wife had no inclination to record any thing. Please can you look into this. maybe supply the address of the Mackay depot it is really important I locate this package.

Thanks.

Hi Mark, Upon review this booking was definitely scanned into the carrier's network - See: external link  They actually attempted to deliver freight today however was unsuccessful, can you please check with your receiver if a card was left or if the carrier has attempted to contact them?

Thanks,

Tristan

Wow bloody awesome I was really worried, thank you so much

Hi Iris, I'd be happy to if you can provide a reference number, but please bear in mind that this platform is not monitored in the same fashion as our dedicated customer support framework. I would advise you to visit external link  to raise a support ticket for "My Item was not collected" for priority attention. Or you can call customer support on 1300 668 229 though please bear in mind that we are experiencing very high volumes of enquiries and the call wait time may fluctuate, you can submit a ticket and still be dealt with promptly without having to wait on the line.

Kind regards,

Steve

Yep more rubbish from Transdirect

Hi Simon/Mark, Unfortunately we are never given a time for when collection will occur. Only pick ups windows only are provided, and yes the carrier expects the parcel to be ready at any time within that given window, if the collection is missed for any number of reasons,(more recently the sheer volume of freight and impact of COVID lock downs and checks), then we will rebook for collection to following day (or date of your choosing) so long as we are notified.

Fully appreciate your frustration in waiting around for collection, however that is the reality of the general freight courier industry. Choosing a Direct Courier option may reduce your wait time if the delivery is metro as those drivers are given small numbers of parcels for completion on the same day, where as the other services are collected in larger volumes and taken to a central depot, the routes for collection are typically administered by the depot manager.

Bear in mind it is often the case that your suburb may be serviced by a particular driver, if they are sick or have a problem (or even held up by random police spot checks) then this may affect usual service. If you find you have a repeated issues with collection with one carrier then there may well be additional operation issues we are simply not privy to, in which case we usually advise that if no freight has travelled you have the option to cancel and refund and book another carrier through Transdirect who may not have the same service disruption. We are of course keen that you get your freight moving whatever the circumstance.

Another way to go we would usually advise is dropping the parcel at your local depot, however presently that is not a possibility due to COVID as the majority of couriers are not allowing depot drop off or collection.

Also please rest assured, although missed collections are an inevitable part of the industry, they are a very small portion of overall jobs, though I totally appreciate it's no comfort to be part of a smaller statistic when the impact on your time is no less an inconvenience.

I hope the above info helps, and please reach out with any other questions.

Kind regards,

Steve

Thanks for the reply Steve, hopefully the rebooking for pickup today is honoured. Will keep you posted.

My pleasure, I hope so too, thanks for your understanding.

All the best,

Steve

Steve, Once again no one turned up to pick up my package. There is a 45 minute wait time when I call Transdirect to speak to someone. No response to my emails to Trandsdirect. We have had the sender waste two whole days waiting for a pickup. Will cancel and get refund as cant wait for days on end for promised pickups with high probability it never gets picked up. This really is a highly inefficient business. You should stop doing business if you cant do what you say you can.

HI Mark/Simon, with respect four out of six states being in recent lock down or still in state of restriction is unprecedented and the network is feeling the strain, they cannot and will not simply cease trading, some carriers at there option have elected to stop taking new bookings but it is case by case and on local or state level. If the driver that usually services your area has to be sent of for a COVID test (for example) and needs to self isolate then there is a possibility they may not be covered which will of course result in some customer experiencing inconvenience.

Can you provide your booking Id please? I'd like to take a look and see we are not missing you on email response.

Kind regards,

Steve

HI Steve, that cannot be the case given I cancelled with Transdirect, and went direct to exactly the same courier company who had it picked up within hours of the booking. Based on the huge number of reviews which mirror my experience with Transdirect (items not being collected for days on end) there is clearly some disconnect between Transdirect and the companies and/or customer communication issue which needs to be addressed.

Hi Simon, I'm sorry you feel that way but that is simply not the case, if the driver servicing your area attends after not doing so when booked through us it is logical to assume that whatever interrupted the usual service art that time has abated by the time you have made alternate arrangements. difficulty with collection is not a unique aspect to booking through Transdirect it is operational in regards to the carrier of your selected service. I am pleased that your freight was collected and is on the move.

Stay safe.

Kind regards,

Steve

We will pick up when we feel like it

Hi Hardik - the rules and terms of service are very much slanted towards Transdirect's right to change terms and charge you again without fair consideration. Once they have charged you again you can try to persuade them but if you don't have photos of your goods prior to despatch, including, this is important, tape measurements shown clearly alongside each item, and another photo showing all cartons / satchels in the consignment. What is particularly annoying is that they don't offer the same consideration e.g. photo of goods when delivered to our customer, which would settle the case.

Hi Hardik,

All our T&C's can be found here: external link 

If you have any more questions please let me know!

Thanks,

Tristan

Hi Hardik, nice you are looking the reviews before using their service, you can see from your eyes how they throw crap to customers. Too many hidden charges and they are stubborn enough not to accept your proofs and not to reply emails.

I signed up the account there but after reading reviewes here, I never dared myself to try. Currently I am using Sendle and Australia Post and I am okay with that. Also tried EIZ plateform recently and it's good too.

Hi Guys, Please bear in mind that disgruntled customers are the most vocal, and a vast majority of the time the disgruntled customers have not read and/or understood our terms and conditions, declared freight incorrectly, or have not factored in current delays due to the world climate.

The vast majority of our customer base have positive experiences.

If you are careful in declaring freight, and familiarize yourself with additional charges and why they may occur, then you will not have any troubles using our services.

If you're unsure about anything, the best thing you can do is ask!

Thanks,

Tristan

Hello Sissel, The booking you are referring to has domestic complimentary cover of up to $1000 less $100 excess. If a claim value is less than the excess value then the claim is declined by the insurer, this is a standard insurance practice. I am not aware of how you would go about lodging a complaint about such standard terms regarding the policy of a particular insurer.

We have the terms of transit warranty all listed here for your ease of reference external link 

I can see that customer service refunded your booking fee in full.

I'm sorry for any inconvenience caused, however those are the agreed terms of cover.

Kind regards,

Steve

Yes that’s what they do!

Yes it seems that’s what they do. No attempt at all to collect item. Took my money. Still waiting for a refund

Yes, I have also experienced the same from last week (waiting for 5 days)

Yesterday I have cancelled and booked through sendle and they picked up today itself.

Naveen, this is what I can understand from reading the reviews about this company. If the courier comes and your parcel isn't ready they call it a 'futile pick up' and take money out of your bank account without permission!!

However, if the courier doesn't come - and in your situation for 5 days, they dismiss it as 'an unfortunate part of the freight industry'

How is that equal?

This Transdirect company is a BAD company to use.

Aside from that the accusations from Transdirect that freight sizes are underdeclared, when they have no supporting evidence I find to be insulting and misleading. There is no attempt to prove their accusations towards their customers and a simple request to provide photographic evidence as well as the details of the machine go ignored. No conscience. Illegitimately charging and keeping credit card numbers...is that also industry accredited?

I wish I'd read all the poor dismal reviews about this company before they ripped me off.

Hi everyone, there seem to be a couple of different topics to address here. Belinda, Naveeen. Missed pick ups unfortunately do happen form time to time, even though it is a small portion of bookings out of thousands each day, I fully appreciate the impact on your time and the inconvenience. There are many reasons why it might happen, fire, flood pandemic, or more regular reasons, vehicle break down, no cover for the agent that services your area being off for any reason.

Unfortunately we are not always privy to they why, though we do take whatever steps we can to minimise the impact and delay, alas we cannot always affect the result we desire for our customer. If you have a booking that has not moved then you always have the option to cancel and refund, the customer service team often make that recommendation if there are repeated disruptions to normal service, and booking with a different carrier through Transdirect, one which likely is not interrupted, usually proves a fruitful strategy, our interest always being to get your freight moving to where it needs to be.

If you cancel a booking when a driver has already attempted to collect, or indeed at any time if a driver attends for a collection and is unable to collect then a futile fee is billed for the drivers time. The possibility of such a charge or any other additional charge is clearly listed in our terms and conditions, which customers agree to at the time of booking.

Gary and Andrew,

An under declared charge occurs when there is a discrepancy between what a customer declares on their booking and what actually travels with the carrier of the selected service. Carriers use industrially accredited machinery to measure cube and weigh the freight (Dimensioning machines). If there is a difference in price billable then the carrier charges Transdirect and Transdirect in turn charges the customer as agreed in our terms and conditions.

We stand by our carrier partners processes, our business is legitimate and our team is committed to the best interests of all.

What it boils down to is if there is a difference in the service actually carried out vs what you obtained a quote on using the details you enter then that difference in price is billable, we cannot simply absorb that cost as I am sure you can understand.

It is of course your right to voice your opinion and we welcome all such feedback.

I'm sorry if those processes do not meet your expectations, however we stand by them in confidence and in good conscience.

Kind regards,

Steve

And they've continuously asked me to provide evidence to dispute the charge. Even though I provide the evidence, they dismiss it. How ridiculous is that! In regards to your measurement of the dimension, there is no solid evidence!!! only words and sentence and you ask for photo and video evidence from your customer??? Where are your photo evidence and video?

Hi Steve(Transdirect representative and question ignorer), as you can see the original question which you've ignored asks why are all your positive reviews 'collected in partnership with product review' ??? Could you answer that- and also answer whether you think TRANSDIRECT would gain positive reviews that aren't 'collected in partnership' considering the company is using such awful practices, including keeping customers card numbers and raiding our bank accounts?

Here are titles used on reviews about Transdirect:

1)Useless. 2)Long time customer no more, zero stars. 3)Really poor service. 4)Very worst service when you need a parcel to deliver. 5)Terrible. 6)Terrible service. 7)Scam charges with no proof/evidence ---This one sums up Transdirect accurately.

That is just the first page of many pages of bad reviews. The rest of the reviews (suspicious positive reviews) are collected in partnership with product review. Are you guys at Transdirect missing something very obvious like ethics? Like not keeping people's card numbers on file for extra dodgy charges? Like providing some type of tangible evidence for making those ridiculous charges?

Is Transdirect the least ethical company of all time?

Answer please.

Hello Andrew, Apologies for not addressing each point. Quite simply, we use tools provided by Product Review to ask customers to give us feedback, good or bad. Visitors to this platform can make their own judgement, you are entitled to your opinion just as those that choose to leave any other review, be it positive or negative. Transdirect are a legitimate company with sound ethics.

You booked a freight job by entering the details on our quote tool as follows: Carton: 80.00 x 50.00 x 20.00 cm @ 12.00 kg x 1 Charged Weight: 20.00 kg Goods Description: bicycle

The "Charged Weight" is the billing category used by the carrier, this is always the greater of either the Dead Weight (how much it weighs) or the Cubic/Volumetric Weight (how much space it takes up)

The charged weight for this booking, based upon your original declared dimensions at time of quote was 20 kg.

Having been assessed by the carrier in transit the dimensions were actually 79 x 62 x 28 cm @ 12.00 kg charged weight corrected to 35kg

As a result Transdirect have simply billed the difference that would have been paid had the dimensions been declared correctly at the point of quotation.

This has been explained previously to you under different a different guise on this platform, as you have changed your user name and removed the previous reviews I will reiterate what has already been explained.

The carrier measures and weighs freight on nationally accredited machinery, those measurements are trusted as accurate and carry considerable credibility.

Regardless of this we have asked you to provide us with more information, as you have previously claimed to have "irrefutable proof" and you have declined to provide it and suggested this will only be provided at Vcat. Until such time as you provide such evidence we are simply unable to assist you and the additional charges remain applicable and legitimately billable in accordance with the agreed terms and conditions.

Regards

Steve

Hi Emil, Do you have a Transdirect Reference number or Con note I can look up for you?

Kind regards,

Steve

Hello Kazi, Apologies for the late reply on this platform. I'm sorry for any inconvenience caused by the extended delay in transit. I'm please that your parcel was located and you were able to collect from the Fastway/Armaex Parcel Connect point.

Kind regards,

Steve