, , , AU
I booked for a package to be picked up and sent from Canberra to Sydney on a Thursday and was advised that it would be picked up by close of business the next day. When this did not happen, I received an automated email apologising for the delay and to call customer service during business hours. It gave no further indication of when the package would be picked up. I called the customer service line on the Monday and finally got through to someone after being disconnected three times. The rep still could not advise me of when the package would be picked up. Not once did she apologise for the delay. She also said there were issues with the delivery partner (which I found out later was Aramex). I suggested that, in order to expedite this, I could drop it off at the Belconnen depot. She suggested that would be helpful. I did this on the same day. The rep at Belconnen seemed very confused about what to do and also complained about Aramex. This did not instill a lot of confidence. This was on Monday 29/4. On Friday 3/5 I contacted the receiver of the package and was disheartened to hear that the package had not been received. I call customer service again and, after they did some investigation, advised that the package was not picked up from Belconnen until Thursday, the day before (!!!), and the pick-up person did not scan the item so tracking was not possible. I was advised that I SHOULD have up to date tracking by the end of the day or Monday 6/5. Again, no apology for the terrible delays for this as everyone seemed to be blaming Aramex. On Monday afternoon, I get a message from the receiver saying that it had finally arrived. THEN I get my first and only message since I originally booked it to state that the package had been delivered. The irony is that I had been using another courier but was frustrated at the delay at them picking up the parcels (and their automated-only customer service) so I decided to try Pack and Send. At least the other couriers got the packages to their destinations around the country in 2-3 days from them leaving my hands. This was simply appalling service and I will never be using them again. I'm sure Pack and Send's response will be the standard "delays due to backlogs" that they have copied and pasted here on numerous occasions but the fact that both the customer service rep and especially the store rep, alluded to a deeper issue with Aramex, that response is not good enough.
Good timely service.
Very pleased with the service, easy to use website and great follow-up to ensure that the parcels have been picked up and delivered. The best part was the price, very competitive.
North Lakes staff were extremely helpful. Definitely recommend sending items with them.
Very fast delivery between Adelaide and Melbourne (within 24hrs for a 3kg package). The only reason I didn’t give 5 stars is that it could be made a little clearer the difference between self-service and drop-off options. There is a very significant price difference and it was a mistake I made and, from feedback from the branch manager, it seems to be a frequent occurrence.
Very easy to book and to deal with. Quick service, very reliable
Support given by attendant staff member at Lonsdale SA site and efficiency of delivery.
Exceptional customer service! I am a return customer and believe Charlie and his team keep excelling with their service each time. Personalised recommendation, guided instructions and reassurance throughout. Wonderful and timely DHL Courier support had my parcel travel from Sydney to Christchurch within 24 hours. Fantastic service and highly recommend them. Thank you and we will be in touch again in the future. Cheers Teresa
Easy to navigate the website, picked up nice and early and package was delived interstate the next day!! Good price too! Noosa office was incredibly helpful when called for advice!
Easy to communicate with great service good price would highly recommend these guys👍👍👍👍👍
Worst service of any company in any industry ever. Waited two weeks for pick up and met with excuses every step of the way when I enquired. In the end I dropped the parcel to a pack and send center myself. First time I have used this service, I don't know how they are still in business.
I booked a pick up of a time sensitive package (on Wednesday). The pick up never arrived the next day (Thursday). So the day after I dropped off my package so that it could be on its way (Friday). The people at the store said that it would be picked up, not to worry, leave it with them. On Monday, the driver came to pick up. I told him I had dropped it off. Called the shop, they said package was picked up, but couldn't help further and to call the head office. HO informed me that package was picked up and would leave the next day. So literally - Something I booked and paid for on a Wednesday and it left Sydney the next week on Tuesday and was delivered on Thursday. $52 for a slow package. Definitely not what they promise.
Was quick and easy. A staff member on the phone guided me through the online process. Was very happy with the price too. Goods arrived in good time and on perfect condition, thank you.
Super fast, easy and friendly to deal with
very reliable, no job too big.
Easy to place order online and to get the labels. Just a bit longer than expected for the tracking updates, the live chat was great though they still relied on their computer, the CS kept reassuring me and the estimated delivery time was quite accurate.
Sam made it extremely easy. Thanks.
really happy with my international delivery which I could quickly and easily do online. So easy indeed that I had to call and double check if that was it. The quote was lower than other couriers and the speed was incomparable. They communication was also great. Overall, it was a great experience. thank you.
Staff were very helpful and service was quick and efficient
Pack and Send had my goods delivered overnight. They arrived when they said they would and the recipient was happy to receive the parcels so promptly.
