Fastway Questions

93 questions from our users
I want photo evidence that my item was delivered #bn1002034299. I was home all day with clear view of front door open waiting for the item - driver never came!!. Lodged enquiry 6pm yesterday got no response. I check today status and what do you know all of a sudden status says delivered 12:45pm yesterday - what a load of bull. I want photo evidence of the item showing con note with my name on it including supplier name on parcel to prove it was my item including date and time of so called delivery.

NOT HAPPY JAN asked on Jan 08, 2019

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Hi there,
I'm sorry to see this has occurred with your parcel.
If you have not already done so, please lodge an official enquiry with your local depot team via the form on our website https://help.fastway.com.au/hc/en-us/requests/new
They will then be able to respond to you via the enquiry and ensure this is investigated as required.

Thank you,
Joshua

Wheres my parcel? I sent to Sydney on 28 Dec I track my parcel to Tamworth and then nothing it stop. I then rang fastways they said it should have been delivered. Still no parcel its been a week and abit (5 days17hrs) in transit So where is it? BN1002164163 My email is noelenecurd63@bigpond.com

Noelene asked on Jan 07, 2019

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Hi there Noelene,
Thank you for your feedback, and apologies for the delays with your parcel.
I have confirmed with the Sydney depot team that your parcel has now been completed for delivery, and I will be discussing your feedback further with them to ensure this does not occur again for future deliveries.

Kind Regards,
Joshua

Hi, I'm still waiting for my package VZ0002196033 from 11/12/18. Last update was 22/12/18 and it out on delivery. No miss calling card or message, I've have been calling 4 time, email 6 time. One email reply and call got through with they investigation on it, with no undated afterwards. It's a highly quality game fishing reel. You have ruined my 6 month planned fishing trip for the Christmas holiday which I forced to cancel the trip. It's one a lifetime trip.

Bill asked on Jan 07, 2019

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It seems "Joshua" has a rather high rate of answering these questions days later only after the delivery has been completed and not on the same day customers ask the question. It also appears "Joshua" spends an inordinate amount of time cutting and pasting automated responses rather than using that valuable time to locate and trace our items when requested.
I feel more sad emotion you missed a once in a lifetime fishing trip than Fastway (NoWay) would ever express.
Hopefully you get your delivery soon.

Hi there Bill,
Apologies for the delays with your parcel.
I have looked into your label and can see this is still scanned with the Sydney depot, who are looking into this matter and are currently working to ensure this is delivered as soon as possible.
They will be in touch with you directly once there is further information.

Kind Regards,
Joshua

hi six weeks now and still waiting : BN1001975549 maybe i can give it as a gift next christmas, because your poor service ruined it for this year is there a REAL phone number for your olympic park depot is sydney ? no, i don't want to talk to the call centre any more, i want to check whether there is any point in driving there to serve myself

ash asked on Jan 05, 2019

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Hi Ash,
Thank you for your feedback, and apologies for the delays with your parcel delivery.
You can find the contact details for your local depot on our website https://www.fastway.com.au/contact-us/fastway-depot/

Kind Regards,
Joshua

there is NO local phone number - i have tried repeatedly; it defaults to a call centre who assured me it would be delivered in the following week (that was 5 weeks back)

you online re-delivery application has similarly promised to deliver on now 5 separate other occasions (and completely failed to do so)

Hello, yet again I am another customer who is not satisfied with your service. Why is it that you guys do not listen to the receivers of your freight. I live in The Gap Qld 4061 and our Driver places a card in your letter box and drives off. The times I have called your Brisbane Branch has ended in just pure frustration and the confirmation that they don't give. Perhaps Fastway you need to look at your customer service and experience and listen to the people who are contracted to you and ask are they looking after our database! if you even look at the contractors tracking history it will show an extremely high card lefts, wouldn't that tell you something, Someone needs to tell you that your staff certainly don't care enough to pass this on to you or give at all they are interested in is the tracking number and then computing the complaint.. My rating would be zero of your service.

Christina asked on Jan 04, 2019

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Hi there Christina,
Thank you for your feedback, and sincere apologies for the poor experience in this circumstance.
I can assure you all feedback is taken seriously, and your comments will be forwarded to the Brisbane depot team to discuss further.
Again, sincere apologies.

Kind Regards,
Joshua

At least you got a card. I also live in The Gap and today I watched via their GPS tracking the courier dither around Upper Kedron and then come over the hill, stop about 200m from my house and next I get a message saying failed delivery, no one home. Been sitting here all day. EVERY delivery ends this way. I've tried calling the call centre and they are useless, couldn't even re-schedule the redelivery properly. No way to provide feedback to the company, which says a lot.

I also live in The Gap. The driver here is the worst!! Yesterday, we also watched the GPS tracker. When he arrived in our street we went outside. He was there literally throwing parcels in to the front yard of a few houses up. He then just drove off without even attempting to deliver our parcel - and leaving some packaging rubbish in the middle of the road!! My husband called the call centre this afternoon as we finally got a missed delivery email (but no slip) and unsurprisingly, they didn't care.

Hey Fastways call your pop station Walton Bridge Newsagency they will pass on the comments they get each day from customers who have to collect there parcel from them. Your generic reply is totally what I estimated it would be, no ownership of the issue. In the future I will be asking senders who will deliver items to me if they plan to use Fastways I will change this with supplier. I will simply arrange another Courier who services The Gap and drives a yellow van and also is well respected in our area to deliver my items . Fastways I am paying the freight so why in the future would I use and support a driver who does not attempt to even deliver and I have to collect parcels at the pop station everytime! Fastways rating will be zero for care factor, customer responses to concerns or problems and a big fat zero for service!

fastway you make Australia Post look like saints

HI Fastaway. I arranged to have a parcel delivered on Friday 4th January. Today, Thursday 3rd, i received an email and text informing me the parcel will be coming today. I have been at home, sitting in the front room of the house all day and no one has turned up. Furthermore, I checked the whereabouts of the package and the tracking info online and it claims delivery was attempted and no one was home to receive the parcel. What is going on? Could you please look into the whereabouts of tracking number QH0001358854. Many thanks, Luke

Lukeyt asked on Jan 03, 2019

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Hi Luke,
Apologies for an understandably frustrating circumstance.
I can see this was returned to the Melbourne depot and has now been collected. I will be discussing your poor experience further with the Melbourne depot team.

Kind Regards,
Joshua

Said Parcel is delivery. 3 of us are at home and nothing. The signature is from someone we never knew. Where did you delivery this to and How could this happen ? BD0006089518 Called twice and asked me to wait for their investigation, first time promised to come back to me within an hour. Now ask us to wait for 24 hours. Ok, i will wait and see ...

Mike C asked on Jan 03, 2019

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Hi there Mike,
I'm sorry to see you have not received your parcel in this circumstance.
If you have not already done so, please lodge an official enquiry with your local depot via the form on our website https://help.fastway.com.au/hc/en-us/requests/new, as we will need to investigate this immediately.

Thank you,
Joshua

Absolute Rubbish Company I have two parcels that where apparently attempted to deliver on the 2nd and 3rd Jan but claimed where not able to. Funny thing is I was home both days , In My lounge room with the Front Door open and no delivery person ever came to my door or left any Calling card ( Our Local Delivery Person Theodore Clemente ) as Stated by Fastways This can also be verified by my Security camera system . Parcel Numbers BD0006087693 and BD0006079103 Fastways you are charging to Deliver Parcels , So deliver them to people , Not Just drop them at some drop off point. What's the sense of sending emails to say to be home if your drivers are never delivering things there?

zamir24 asked on Jan 03, 2019

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Hi Zamir,

I'm sorry to see this has occurred, and I can assure you I will be raising this matter further with the Sydney depot team, as well as the Courier involved.
Again, sincere apologies.

Kind Regards,
Joshua

What is the email contact for Melbourne? It says on the fastway website that if you want to fill out an authority to leave, you can email to your closest depot but there is NO EMAIL contacts anywhere on the entire ebsite, and I do not have the time to wait on the phone just to get the email address for Melbourne. Thank you.

Wanderer asked on Jan 02, 2019

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Hi there Wanderer,
You can submit your Authority to Leave via the form on our website https://help.fastway.com.au/hc/en-us/requests/new.

Kind Regards,
Joshua

does any one have a number for fastways that isn't a call centre? Every number I have tried on their website for depots is a call centre I need to speak with someone urgently and I need them to speak clear engilsh. Thanks

andrew asked on Dec 28, 2018

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Sorry Andrew No I don't. They never return any inquiries.

U need to know where u parcel is then check the local depot phone number
https://www.fastway.com.au/contact-us/fastway-depot/

Hi Andrew,
As well as the contact numbers for our depots available on our website (https://www.fastway.com.au/contact-us/fastway-depot/), you can also submit an enquiry with your local depot via the form on our website (https://help.fastway.com.au/hc/en-us/requests/new).
Hope this helps.

Kind Regards,
Joshua

Hi, my order's tracking number is BB0001844326, the tracking on your website says 'calling card left' as of today but there was nothing in my mail box. My housemate was also home all day and no one knocked on the door. I called the contact listed for my area on your website, in the morning and afternoon today and both times the call was cancelled. I have no indication of where my parcel is now, and I ordered it on the 7th of December so as to have it before Christmas? I will be making a formal complaint if I cannot receive it before Christmas due to this poor service delivery.

Sue D asked on Dec 20, 2018

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Hi Sue,
Apologies for the delay with your parcel.
I have confirmed with the Melbourne depot team that they are currently working on organising redelivery of your parcel, and as such you should see this loaded onboard shortly.

Kind Regards,
Joshua

Where is my parcel tracking no. U90000261149, fastway picked it up on 7/12/18 and was meant to be delivered to me on 11/12/18 but it is 20/12/18 and it is still in transit. I have sent 3 emails and no reply. I purchased these 2 cos for Christmas. When am I going to get them please? Linda

Linda asked on Dec 20, 2018

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Don’t send fastway emails you will surely perish before you get a reply. Give them a call

I have tried calling and no answer. I have been to their delivery depot in Bendigo and they said there are a lot of parcels at Christmas and the weather has held them up.
23/12/18 and it was meant to be here for 11/12/18, obviously I will not be able to give the cds to the family members this Christmas, if I get them at all. Linda.

Hi there Linda,
I have confirmed with the Bendigo depot team that they currently have your parcel, and have been in contact with you on 22/12/2018 to advise of an update in regards to this matter.
You can contact their depot directly on 03 5443 0755 to discuss this matter further if required.

Thank you,
Joshua

Hi I’m still waiting on my parcels from Sydney to Adelaide, I desperately need to have these by Christmas as they are my daughter’s only thing she wanted Santa to bring, it has been in transit for over a week Order number BG0001651258 Order number BG0001651252 Any help?

Sarina.K asked on Dec 19, 2018

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Hi there Sarina,
I have confirmed that your parcel is currently with the Adelaide depot team, and is awaiting redelivery instructions.
You can contact them directly on 08 8345 2300 to organise as such, as they will need to confirm a date and time for redelivery.

Thank you,
Joshua

I ordered picture calendars from SnapFish on the 7th Dec and it supposedly was sent on the 10th Dec, Tracking Number VZ0002127026. It keeps coming as still in transit, I have requested someone to get back to me twice and no reply, these are important gifts and I need them for Christmas. Please tell me what you are going to do to get them out to be? If no reply or action I will take further action and contact consumer affairs

Que asked on Dec 19, 2018

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Hi there Que,
Apologies for the delay with your delivery.
I can see this has now been completed for delivery.

Kind Regards,
Joshua

how long does it take to deliver a local parcel not weighing more than 5gm? Tracking no. 2X0003431199. It's been shipped by the vendor over 3 days ago!

Vish asked on Dec 19, 2018

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Hi Vish,
Apologies for the delays with your parcel.
I can see this was physically entered into the Fastway network on 21/12, and I have raised this further with the Sydney and Tamworth depot teams to ensure this is resolved for delivery ASAP.

Thank you,
Joshua

See what I'm talking about "Joshua?"
You answer nearly every sibgle question days AFTER the customers ask for their items!
I just called about my parcel and was told "we're not sure where it is" and repeated my details back to me though I've sent three enquiries, four phone calls and no response.
For online sellers, you're absolutely ruining their ratings with their decision to use Fastway as a courier.
Stop apologising for the same mistakes and put the effort into correcting those mistakes.
It's almost embarrassing reading the continued apologize and the certain raising of the issues with the depots and drivers involved.
If those discussions were effective and efficient, do you actually believe thousands (yes, over 4000 here alone) would still be writing these frustrated reviews?
Give over!
Actually have a board room meeting with head office and the managers of every depot, redraft the ethos and company expectations and DELIVER it to STAFF first then customers.
It's not bloody rocket science "Joshua".
Good God man...
Stop with this cycle of crap already.

Hi Joshua, I've bought through an eBay seller who uses Fastway Couriers and would like to know when my parcel was submitted by this seller to Fastway Couriers. The tracking information says it has been lodged but my eBay seller assures me they submitted it a couple of weeks ago and I should have received it by the 14th of December. Can I give you a tracking number somehow to see when my item is due to arrive? Thank-you.

Peter asked on Dec 19, 2018

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I'm not fast way. I just did a review on them

My tracking is 2X0003442882. Please let me know. So disappointing.

Hi there Peter,
I can see your parcel was physically entered into the Fastway network on 21/12, and has now been completed for delivery.
Hope this helps with future parcels.

Kind Regards,
Joshua

Tracking number IZ0022778587 supposedly in Brisbane 28/11/18, not received. Left message through website, no response. Someone is always at home. Any help? Rob.

rnl63 asked on Dec 18, 2018

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Hi ML63,
Apologies for the delays and lack of updates with your parcel.
I have confirmed with the Brisbane depot team that they are investigating this matter further, and as soon as further information becomes available, they will be in contact to advise.
Kind Regards,
Joshua

Hi Rob,

Just wondering did you ever receive your package?

This seems to be the answer they give everyone, they are investigating the matter further.

Thanks

Turned up eventually, I think 3 or 4 days after I posted this. By that time the vendor had sent a replacement item, so I had to return one to them.

Thank you for the update. It's just rediculous, I'm still waiting

I have made two parcel enquiries and no one has gotten back to me. My tracking says my item is delayed. Was due on 14th dec.. waited all day for it to arrive and no show. Seems to be sitting at melbourne for days now. You guys know Christmas is coming, why arent you prepared? My real question is, where is my item and when will it be delivered??? i need to make sure im home for it. Tracking OZ0001883224. Hope someone will actually reply to me on this soon.

Pickles asked on Dec 17, 2018

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Hi there Pickles,
Apologies for the delay with your parcel.
I have been in contact with the Brisbane depot, and confirmed that your parcel is currently onboard with your local Courier.
Apologies again for the lack of scanning updates during this process.

Kind Regards,
Joshua

A parcel has been shown as sitting in Sydney for weeks. Missed the attempted delivery in Brisbane last Friday and got a calling card. The URL on the card to arrange redelivery - fastaway.com.au/card - is not correct! Googled and found the right page to request redelivery. Entered the label no. and it says "Label has no CCL or UND scan"! Tried the calling card no. - "Calling Card number doesn't exist." ! Will try calling the local contractors in the morning, but this is a joke.

fairtrading asked on Dec 16, 2018

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Seems the contractors don't have the equipment to enter tracking/delivery information into the system, so you can't use the online form to request re-delivery.

Still doesn't explain why two parcels now delivered still show as "in transit" in Sydney, while a third remains MIA.

Hi FairTrading,
Sincere apologies for the poor level of communication provided by our team in the course of your delivery.
If you could provide me with the label number for the parcel you have not received, I'd be happy to look into this further for you.
Thank you,
Joshua

Tracking number BD0005999393. Where is our parcel please? We are now prepared to pick it up as the delivery guy says he has tried to deliver even though we were home. He is either lost or lying. Said he left a card too - no card - again lost or lying. Have now been told to wait for a message before we can go and pick up. Surprise, surprise - no message. This is the worst ever service (really non service). Delivery driver doesn't answer calls or messages (numerous) and your 1300 number puts you on hold for 20+ minutes.

sparkle asked on Dec 15, 2018

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Hi Sparkle,
Thank you for your feedback, and apologies for the poor service you have encountered.
I have confirmed that the Sydney depot team have received your request for redelivery and are currently working on having this redelivered ASAP.
Kind Regards,
Joshua

We would actually prefer to pick it up from your depot. On a phone call we were told we had to wait for a message to be able to do this - last Friday. Told it would be today at the latest! Why have we not received a meassage by now? We expect the same thing will happen again with “redelivery”. Please send message immediately so we can pick it up ourselves. Such poor service!

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