Werribee

  • 1 review
  • 2 helpful votes
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Verified Customer

Drivers out of time

1 out of 5, reviewed on Jan 09, 2018

We are still in the process of receiving a package to be delivered within Melbourne, precisely Werribee CBD.
After contacting the main depot, neither the sender nor us received an explanation why the parcels were not delivered on three consecutive day. Reading between the lines, the driver ran out of time and returned the packages to the depot. Once might be understandable, however, no delivery on six runs is not considered customer service. To further fuel the fire of this company's self destruction of reputation, false information is being given to both sender and recipient.
Package tracking is a farce, with detailed information lacking or being removed.
After yet another call, no managers available "they all went home", I was told the delivery will be tomorrow morning — which by the way can not be guaranteed.
If one wants to seriously damage one's own company's reputation, just let FastWay handle your deliveries. If one wants to retain customers or clients, consider other services.

2 people found this helpful, do you? Yes

Comments
Fastway Official

Hi Wolf, thank you for your feedback. I sincerely apologise for the poor service and miscommunication you have received, it is unacceptable. I am also sorry to hear of your experience with our phon... read more »

Australia

  • 6 reviews
  • 1 comment
  • 10 helpful votes
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Never Delivered, claiming the office was closed - liars!

1 out of 5, reviewed on Jan 09, 2018

They never delivered my parcel, on the day they claimed to try and deliver the parcel, I received 2 other deliveries from different delivering companies, the office was open, and they claim it was closed. They now want to charge to deliver it again, or I have to drive myself to the depot to collect this product. I am happy to arrange an alternative if the office was actually closed, however, that was not the case given I received my other 2 packages. Do not use!!

2 people found this helpful, do you? Yes

Comments
Fastway Official

Hi Silver0, please see my response to your PM. Thanks - Emma

Thanks for the replies Emma; for other's coming to product review and interested in the updates, apparently Fastway are taking the feedback on board and discussing it with the relevant managers and staff.

Melbourne

  • 1 review
  • 1 helpful vote
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Terrible customer service and delivery options!

1 out of 5, reviewed on Jan 09, 2018

Received a calling card, was out at the time. Option to have it re-delivered requires me to be home for 4 hours timeframe, 8am-12pm, but then said they can't guarantee that time anyway, so may have to wait until afternoon. Other option, pick up from their depot 30 minutes drive away (each way) and find parking somewhere in Port Melbourne. Then customer service operator hung up on me. Poor lady must be so stressed with unhappy customers all day.

1 person found this helpful, do you? Yes

Comments
Fastway Official

Hi Deni, thank you for getting in touch. I am very sorry to hear of your experience with Fastway Couriers, the poor service you have received is unacceptable. Please be advised that we take all for... read more »

  • 1 review
  • 1 helpful vote
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Worst delivery system

1 out of 5, reviewed on Jan 09, 2018

I bought a package from ebay and it's been over a week and it's still not delivered and i wasn't informed at all. This is not acceptable you should let people know if the delivery wasn't made.

1 person found this helpful, do you? Yes

Comments
Fastway Official

Hi Loren, thank you for getting in touch. I am very sorry to hear of the delay in your delivery, could you please provide your tracking number and if you haven't already please complete our online ... read more »

  • 1 review
  • 4 helpful votes
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I have never dealt with a worse company. 5 phone calls, hours on the phone and one month later stil

1 out of 5, reviewed on Jan 09, 2018

I was not home and received a card. I have called fastway 5x and have assured delivery. One month later I still have not received my goods. Have asked to speak to a higher authority but there never seems to be one there or (2x) in meeting. Where to next maybe Dept. Fair Trading??

4 people found this helpful, do you? Yes

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Fastway Official

Hi Sel, please see my response to your PM - Emma

Port Macquarie

  • 3 reviews
  • 2 helpful votes
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Did not deliver item. Left item at a tyre shop.

1 out of 5, reviewed on Jan 08, 2018

Ordered my products through the good guys who used fastway as courier. Received a call a few days later and was asked where we were located, were told our location was out of delivery area and they would leave the package with Mitre 10 (a tyre shop with no relation to fastway) . Had to end up driving into town to the shop where when we asked the shop assistants at mitre 10 if they had our package they replied no, looking for a while we finally found the package. At least the package got delivered somewhat but would rather of gone further into town to collect it from the fastway depot through a more secure process then this unprofessional behavior. Never using fastway if i have the choice. Certainly never ordering items from stores who use them.

1 person found this helpful, do you? Yes

Comments
Fastway Official

Hi Alec, thank you for getting in touch. If addresses are not in our delivery areas then we will drop parcels off at authorised Parcel Connect agents. This is similar to Aus Post dropping parcels o... read more »

  • 1 review
  • 1 helpful vote
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Richmond courier

1 out of 5, reviewed on Jan 08, 2018

The couriers that deliver to Richmond, Victoria are always dishonest - they claim to do deliveries to the door but don’t do it and don’t leave calling cards. This has happened at least three times. I will now not buy anything online that uses Fastaway as a courier service.

1 person found this helpful, do you? Yes

Comments
Fastway Official

Hi KS17, thank you for getting in touch. I am very sorry to hear of your experiences with Fastway Couriers, the poor service you have received is unacceptable. Please be advised that we take all fo... read more »

Perth

  • 1 review
  • 1 helpful vote
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Can't or won't deliver to door...leave a pick up point in mailbox...annoying poor

1 out of 5, reviewed on Jan 08, 2018

Dead set annoying poor service... Want my delivery to the door thanks...why are you paying Muppet's to drive round and do ghost deliveries...

1 person found this helpful, do you? Yes

Comments
Fastway Official

Hi there, thank you for getting in touch. I am very sorry to hear of your experience with Fastway Couriers, the poor service you have received is unacceptable. Please be advised that we take all fo... read more »

The only delivery company that actually delivers their products

5 out of 5, reviewed on Jan 08, 2018

I have received items twice from this company and they always deliver to my home (An apartment block) unlike other postal companies like Australia post or Startrack which are both crap and fake deliveries , this is the only delivery company I currently trust.

Was this review helpful? Yes

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Fastway Official

Hi Hinok, thank you for taking the time to leave us feedback. We absolutely love hearing from happy and satisfied customers! We love to delight our customers and I’m glad to see your local Fastway ... read more »

Melbourne

  • 2 reviews
  • 1 helpful vote
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Unreliable & not customer focused!

1 out of 5, reviewed on Jan 08, 2018

Being on the receiving end of a fastway delivery, each & every time I have had issues. When I have not been home to collect I have the same issue of having to request redelivery even though I had initially given authority to leave the parcel. And to make it worse when organizing a redelivery date that is generally 3 business days ahead it never seems to arrive on my specified date. Instead I am constantly having to call fastway on the day the redelivery should have been done to find out what is going on. I’m always told ‘sorry your parcel hasn’t been scanned with the driver for delivery today even though you requested it’
Very frustrating & inconsiderate. Would never use this company ever!

1 person found this helpful, do you? Yes

Comments
Fastway Official

Hi Emi, thank you for your feedback. We really appreciate you letting us know about your experience and I sincerely apologise for the poor service you received from Fastway Couriers. I am truly sor... read more »

  • 1 review
  • 3 comments
  • 1 helpful vote
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Terrible Call Centre Service

1 out of 5, reviewed on Jan 08, 2018

I had a problem with a package - which happens. (I have no problems there). The problem is the lack of feedback after reporting. Over the last 3 weeks they've been "investigating" and keep promising feedback but I never get it. I have to call them for an update and wait on hold for a long time. Can't escalate me up the chain to commit to feedback. Disgraceful.

1 person found this helpful, do you? Yes

Comments
Fastway Official

Hi Aaron, thank you for getting in touch. I am very sorry to hear of your experience with our phone customer support team, the operator should’ve offered you the support you needed with tracking yo... read more »

It's now 20 days since I first made contact and i haven't had a single call or email from Fastway responding to my inquiry.

Fastway Official

Hi Aaron, can you please provide your tracking number so I can further assist? - Emma

See all 7 comments

Brisbane

  • 2 reviews
  • 6 helpful votes
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Verified Customer

No-way-fastway: Dishonest courier plus lazy, sloppy, useless call centre

1 out of 5, reviewed on Jan 07, 2018

I will never ever again deal with a vendor who uses this carrier.

I ordered a Christmas present from Perth for delivery to Brisbane in time for Christmas. The present had not arrived by New Year, so I contacted the vendor who supplied Not-at-all-fastway's details. Not-at-all-fastway reckoned that delivery had been attempted at 9.58am on Wed, Dec 20. However, at that time, I was sitting in our front room with a guest, less than ten feet from the front door, and would have both seen and heard anyone who came to the front door. Nor was any card left. Conclusion - courier tells pork pies!

Called call centre. Spoke with "[name removed]" who was only sporadically interested in doing his job, but eventually agreed to arrange delivery two days hence.

That day came and went but no delivery, so called call centre again. Spoke with "[name removed]", who, like "[name removed]", had barely enough English to do the job and was only slightly more engaged with the task than "[name removed]". "[name removed]"said that she could arrange delivery but could not say when and suggested that we pick up from a not-so-convenient pick-up point whose name she gave us.

We reluctantly decided to do not-at-all-fastway's work for them and make the pick-up ourselves. Surprise, surprise, the name of the pick-up agent that "[name removed]" gave us was incorrect. When we finally got to the correct business, it was clear that they were very familiar with customers regularly being messed around by not-at-all-fastway.

So, in summary, no card was left, no delivery was attemped, and there was no contact whatsoever from the carrier. We eventually got the Christmas present over two weeks late, but only by doing their work for them and with no help whatsoever from the call centre in Outer Nohopestan or wherever it is located.

3 people found this helpful, do you? Yes

Comments
Fastway Official

Hi Lauritz, thank you for getting in touch. I am very sorry to hear of your experience with Fastway Couriers, the poor service and lack of communication you received is unacceptable. Chasing people... read more »

Sydney

  • 1 review
  • 3 comments
  • 1 helpful vote
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Verified Customer

No delivery received and poor customer service

1 out of 5, reviewed on Jan 07, 2018

On the 15th December I placed an order from a computer store, who processed the order the same day. I was organised with Fastway who had the parcel ready for delivery at their Sydney Depot on the 18th. Based on their delivery times, it shows that the delivery in Sydney metro is usually the next business day. Nothing came for the next day. I called the following day (Wednesday) and spoke to customer service who were also surprised it was not delivered. They advised they will organise an urgent delivery request, and even tried calling the courier, no answer. I waited 2 days, before calling back, which I did so on the 3rd day. The customer service person said that the urgent delivery request take as long as 3 days so they, as it was a Friday afternoon 22nd December, they said it will likely be in the last days deliveries. Nothing came. Wednesday 26th December spoke to customer service again in relation to the delivery, they said they’ll put in another urgent request, I advised them this was already done, and nothing happened. All they said was sorry this is happening but all they can do is send an email, and that my delivery will arrive, the urgent request has been submitted. That week finished and New Year’s came around, I gave it a day after New Years for delivery, nothing, I called on the 3rd January, which this person not helpful at all, and just cut me short with all my concerns. She said she will place ANOTHER urgent request for delivery, that’s all she can do. I advised that that was already done, she said you just have to wait, they are waiting on feedback about the parcel and delivery from the distribution centre. I called today, who again advised the 3 day turn around, I advised that this has already been more than 3 days since my first “urgent” delivery request. She apologised but she can’t do anything else, and have to wait until Monday. I wanted to talk to someone I have to wait for the turnaround time, and then if nothing comes I can call back on Monday and they can escalate it further…. Should have been done before. All she could say was sorry and ended the call…. How long will I be waiting for an answer and my delivery.

1 person found this helpful, do you? Yes

Comments
Fastway Official

Hi Doug, thank you for getting in touch. I am very sorry to hear of your experience with Fastway Couriers and the poor service you have received is unacceptable. Chasing people about your delivery ... read more »

Hi, Yes, and I can confirm nothing was delivered today again. I have ordered other items online and received them from other courier companies but I don't understand why this is taking so long not... read more »

Fastway Official

Hi Doug, thank you for providing your tracking number. I have contacted a Sydney customer service representative asking them to investigate your delivery and to advise you of the status of your par... read more »

See all 7 comments
  • 1 review
  • 1 helpful vote
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Terrible service, rude staff, no apology given

1 out of 5, reviewed on Jan 06, 2018

Unfortunately many companies use this delivery service and they are awful. They DO NOT deliver to your door, they are very unhelpful and when i phoned to say i had paid for door to door service they refused to do so and the phone was slammed down on me! They are now sending my package back to the company!!! Absolutely dreadful, this has happened on numerous occasions and i do not understand how they are still trading!!!!

1 person found this helpful, do you? Yes

Comments
Fastway Official

Hi Anne, thank you for the feedback, we really appreciate you letting us know about your experience. I am very sorry to hear of your recent experience with Fastway Couriers, the poor service and la... read more »

  • 1 review
  • 2 helpful votes
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Try another company

1 out of 5, reviewed on Jan 06, 2018

Very unreliable. And very unhelpful when trying to track lost parcels. I don't think I have ever come across poorer customer service.

2 people found this helpful, do you? Yes

Comments
Fastway Official

Hi MJM, thank you for getting in touch. I am very sorry to hear of your experience with Fastway Couriers, the poor service you have received is not acceptable. Please be advised that we take all fo... read more »

Maldon, Vic

  • 14 reviews
  • 2 comments
  • 2 answers
  • 6 helpful votes
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Fastway - no way!

1 out of 5, reviewed on Jan 06, 2018

I live in Central Victoria, about 300 yards off a major road. I make quite a few on-line (eBay) purchases and have very few problems. Have purchased bicycle parts on-line (eBay) on 3 occasions from a good supplier in southern NSW. First time the goods arrived as was expected, nothing unusual. Second purchase I received a call from Fastway Bendigo saying "don't service your area" and to come and get it, I declined and they sent it back and the supplier resent by Australia Post. Third time purchased a Xmas gift for Granddaughter on 14 December and Fastway tracking shows it was handed over to them on 15 December, then nothing! Second January and again got a call from Bendigo Fastway saying "don't service your area" and to come and get it, again I declined and they sent it back and the supplier has resent by Australia Post. So thanks to Fastway my purchase will have taken nearly 4 weeks to travel less than 300 Km by the time I receive it through an alternative source, and with considerable inconvenience to both the supplier and myself. A check of the Fastway website clearly states that Fastway services my area and even gives a name and contact number to arrange a pick up. In my experience Fastway would be better described as "Slow way" and they (the Bendigo operation at least) seems to find customer service to be a completely alien concept. My advice is to anyone buying on-line is to insist that your purchase is sent by Australia Post (if small enough for your letter box) or a courier other than Fastway if larger. I have written several reviews, and the majority of them have been positive to acknowledge a great product or skilled work and/or excellent service, and I think that until this review I have written only 2 or 3 negative reviews - for Fastway if I could award minus 5 stars I would - they are simply a waste of time and energy and should be avoided at all times!

1 person found this helpful, do you? Yes

Comments
Fastway Official

Hi Stephen, thank you for your feedback, we really appreciate you letting us know about your experience. I sincerely apologise for your experience with Fastway Couriers, the poor service you have r... read more »

Hi Emma and thanks for your acknowledgement of my review. It must be very disheartening for you and your peers to have to attempt to provide appeasement for customers who have been failed by Fastwa... read more »

Fastway Official

Hi Stephen, I really do appreciate you taking the time to leave us with valuable feedback. I can assure you that all your feedback is taken into consideration to review and further improve our serv... read more »

See all 4 comments

.

  • 3 reviews
  • 1 question
  • 1 answer
  • 1 helpful vote
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Not much tracking / Slow updates but package arrived within a reasonable time

4 out of 5, reviewed on Jan 05, 2018

Tracking not updated enough but my package did arrive within a reasonable time acceptable in the x-mas period. Called depot to check if pickup available although they would not allow it, the person on phone was helpful. Pick up only allowed if you have a card. Overall service ok.

Was this review helpful? Yes

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Fastway Official

Hi KatKat, thank you for taking the time to leave us feedback. We absolutely love hearing from happy and satisfied customers! We pride ourselves on being reliable and are committed to developing th... read more »

Leaves packages unattended

1 out of 5, reviewed on Jan 05, 2018

Last week I had a package “delivered” to the garage door of my apartment complex (not even remotely discreet or near my actual door) and not surprisingly, it was stolen. Today I had a call on my intercom for another package, asking me to walk to the front of the complex and when I got there the package had been left on the ground, despite instructions saying do not leave parcel unattended. I am very unimpressed with this delivery company and I will be contacting the suppliers who have used them to let them know. Customer service has been terrible and they have not even attempted to investigate my stolen parcel.

Was this review helpful? Yes

Comments
Fastway Official

Hi Kimberly, can you please see my reply to your PM? Sent on December 20th - Emma

Update: my third bad experience with this company was a package that I ordered on 6th December with an approximate delivery time of 2 days and in the lead up to Christmas I was trying so hard to lo... read more »

Fastway Official

Hi Kimberly, thank you for your feedback. I sincerely apologise for the poor service you have received from Fastway Couriers and the miscommunication you have experienced. Please be advised that we... read more »

  • 6 reviews
  • 2 comments
  • 1 answer
  • 2 helpful votes
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Why do they even exist

1 out of 5, reviewed on Jan 05, 2018

Cannot for the life of me understand how they are not out of business with the terrible service they offer. over 2700 bad reviews , not a coincidence. If another company use these scams for delivering my purchases might as well cancel.

2 people found this helpful, do you? Yes

Comments
Fastway Official

Hi Akan, I'll first make it clear that it's completely unacceptable for anyone to have their parcel go missing or come weeks later than the expected delivery date. However, to put this into pe... read more »

It's generally true people don't post good feedback, however having said that there are several companies/products that have thousands of good reviews. personally i feel, either your network of con... read more »

Fastway Official

What you've noted has been taken on board and also raised internally as a possible way to assist. Thanks for the feedback either way. Enjoy your weekend. - Amy

Melbourne

  • 1 review
  • 1 helpful vote
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I can't even arrange to pick up the parcel myself from their depot

1 out of 5, reviewed on Jan 04, 2018

They have absolutely no customer service- I just want to pick up my parcel and I'm getting run around in circles. Nobody is there to answer the phone, I'm given an email address from the answering machine which is difficult to hear correctly (And no, the email isn't available to find anywhere online). I also can't understanding my couriers handwriting and the item number never seems to register on their website.

1 person found this helpful, do you? Yes

Comments
Fastway Official

Hi Lis, Could I please obtain your tracking number so we can assist you in organising a pickup from your local depot? In relation to the tracking number not working, there may be a glitch in the system which I could work around it for you. - Amy

4 of 156 pages


Questions & Answers

I have ordered a package online from Sydney on the 18th December. It was dispatched he following day, the 19 DEC. I was given a tracking number with fastways to follow, now it's the 5th and I still haven't received anything at all and my tracking status is delivered and signed for by OHF in Geelong. When my order was supposed to be shipped to GRANTVILLE Victoria. I have no idea what is going on and have left several messages and emails. Still nothing back what do uni do from here ?

Crystal asked on Jan 02, 2018

Answer this

Hi Crystal, thank you for getting in touch. I am very sorry to hear of the delay in your delivery, the poor service and lack of communication you have received is not acceptable. I would like to resolve this for you as soon as possible, can you please provide your tracking number and if you haven't already please complete our online form to expedite your inquiry within our system https://www.fastway.com.au/tools/track/online-enquiry - Emma

Thankyou so much for the quick response.
My tracking number is WZ0000256102. I look forward to receiving my package A.S.A.P, and having a great review for your team at fastways yet again and not be left in this predicament.
Kind regards

Hi Crystal, I hope they can help you. I left messages and no one returned my call, I ended up just going to the depot. The lady was nice once I arrived.

See all 5 answers
Hi i received an email this morning saying that my parcel will be delivered today. I waited until 5.30 pm then tried contacting the courier my call was rejected so i left a 10 second message, still have no package or even an explanation. Do fastway even deliver on weekends? Has the driver taken my package home?. I wasted my day sitting around for you guys to not bother showing up when you said you would.

Pissedoffatfastway asked on Dec 15, 2017

WHY is it Fastway won't supply local phone numbers and have ALL local numbers to speak to someone LOCAL instead redirected through the Philippines. Who in turn won't give you AUSTRALIAN contact or supervisor contact???

prsav asked on Sep 29, 2017

Answer this

I have had another bad experience today from this company and you are correct the call centre is in the Philippines and you have no hope in getting any satisfaction from this company, both occasions the parcel had to be signed for. One parcel thrown over a 2 metre high fence contents damaged the second just left in our drive way in a storm content completely destroyed. I managed to get a Fast way drivers card while in town one day. Tried calling the landline no# on the card but again goes to Philippines. Tell your suppliers not to use this company as you will never get any recourse from this dodgy company. No# on card 07 3868 1144

See all 21 questions about Fastway