, , , AU
Prices were reasonable and quick pick up the next day. They just need to be more clear on what labels need to be on the box plus pick up time slots.
I recently switched from Innerparcel back to Pack and Send. What a massive difference. Pack and Send has an excellent customer service and fair prices. I recommend Pack and Send to everyone because they can offer both, service in store or online.
Worst experience & waste of money. I should have checked their innumerable -1star reviews online with endless complaints I paid $200 for something to be sent within 2-3days, it took over 7days. They blamed the delay on any and everything else. The idiot who is in the call centre is the worst at communications and is beyond rude. I asked to speak with her manager after she was abusive and not answering my questions, she proceeded to put me on hold for over 45mins. Hun up and rang again and immediately they answered. The manager who took over the case just continued to tell me they have 1.5weeks of delivery allowance despite being a 2-3day express option. The only place that was above and beyond helpful was the owner of Maroochydore store, super helpful but had to redirect me. I’ll always go through Australia post now these guys are impossible
Booked and paid for express which had an expected ETA of 2 days. The package didn't even get picked up until 4 days later.
Online booking was very easy and fast. Price of the service is very competitive. Timeframe offered was very convenient. Delivery was much faster than I expected. All staff I was dealing with were courteous and kind.
I had to call up and have my booking re-booked in as the contractor didn't collect my parcel from the sender. If I hadn't called up myself, I'm not sure what would have happened? It took over a week to arrive from Victoria in the end. The service was pretty average overall, especially when it's meant to be a premium service.
When creating an online self service order you are asked to select the pick up date and preferred window. I completed this but had no communication of when pick up would be happening and ended up not receiving pick up on the day requested. After speaking to customer service they advised I could change the pick up address after telling them and it would then get picked up. 3 days later without any further communication I called customer service again and was then advised change of address was not available and I had to create a new order. Once I completed this the new depot called and advised the contents on my packages was not acceptable to be sent online as they may contain items that are excluded for online self service delivery, however I had reviewed this excluded list and not included any item in my package of this type but the depot didn’t like that and wanted me to send the packages with them which would have cost me double the initial quote. The depot eventually decided to send the parcels after explaining again I had no prohibited items and I didn’t see the difference between me telling them that about my self service order and telling them that but sending it using the depot staff for double the price. Once my shipment arrived in the new state depot they called and asked if I would be home to deliver the packages the next day and that delivery team was probably the only good part of this whole experience.
If this one of the best carriers in Australia I hate to think how bad the rest must be. I booked a package to be returned to sender after completing the online form outlining that the package was on a skid, how much it weighed and the dimensions of the item and told them it was on the drive in front of the garage door. Four days later the package was still sitting in exactly the same spot and Pack & Send informed me that the courier couldn't see the item to be picked up despite it being in plain sight all the time. Four days later - 8 days after the initial booking - the package still hadn't been picked up and I get an email from Pack & Send saying that I was now being charged and extra $20 because the package dimensions were different from what I stated at the outset. Remember, they hadn't even picked up the package at this point so they had no idea of the dimensions or the weight of the package. Further conversations took place and eventually I was told that they couldn't pick up the item because it was on a skid - which was clearly stated more than a week before on their online booking form. Their audacity was compounded by telling me that if I still wanted them to pick up the item they would have to charge me more because it was on a skid. Unbelievable! I asked for, and got, a full refund. I'd never use this mob again
Excellent service excellence people specially Gurbir Kang. Great communication with Gurbir Kang about my package which I sended all the time It was prompt and clear, and there was even the ability to follow your parcel on the day of delivery. Friendly & polite courier too.
I've used Pack and Send - Pyrmont over several years and they have been excellent on each and every occasion. I cannot fault their service.
I only voted 1 star as thats the lowest option... Easily the worst company I have ever dealt with. Lost my package worth $1000+ Claiming driver has delivered even though I paid for signature on delivery. Building is 100% secure with cameras, no driver or delivery van/truck/boat/horse spotted in the past 72 hours. 2 days late get picked up in Sydney, sat in a warehouse for a week, been in Perth 4 days, still nothing... Buyer beware, don't use these clowns!!!
I consider myself lucky. This is my story, and lessons for the company to learn. Recently I purchased a number of items, and required them to be shipped from Tasmania, Australia. Five Minutes after purchasing the items on a Monday morning I contacted a franchise which is 130 metres from my purchase. On my call I was quoted $250 to ship my items, and when I queried the estimate which was very high, was told that 'we are on an island' and that is the reason for such a cost. I heard nothing during the many business hours on Monday. On Tuesday morning I sent an email with my details, suggesting email was my best contact method during the day. On Wednesday, after learning my friend would be in Tasmania late in the week, I contacted the company (which is seriously 130m away), and they said they would cancel their driver picking it up. So while I did not end up using the service, there are lessons for this company to learn. First is one transaction by one franchise is enough to harm a companies reputation, you are never too big to fail, and technology makes it cheaper and quicker than ever to disrupt your business model by a better solution. When you quote, provide an upper and lower estimate rather than scare potential business away, this parcel of items would be at most $80 to pack and ship. When you are 130m away from items, 3 days is very very unacceptable time to pick things up. You want to be paid a premium amount, provide a premium style of service.
Provider lost the item and then ghosted me
Sent Back Pack from Pack & Send Bendigo to Pack & Send East Perth. Was charged a $100 STORAGE FEE and $60 delivery fee to Aust Post 70 metres away Initial delivery was not completed Why? Bendigo agent was able to do this. Clothes inside were smeared with rotten meat and covered in maggots. (after I raised earlier complaint) Police report will be made for $700 plus clothes damaged.
On the 5th of January 2024, (apx 1150am) I logged on to The "pack and send'" website and arranged via the on line portal for a package to be collected from my house and be delivered to an address in KYABRAM VICTORIA 3620, The portal let me add ALL the required details including the dimensions and weight of the package being sent. I had added a little extra to the exact size and weight to cover the "difference" between what my scales and someone else's may say. "45cm x 25cm x 17cm (Cube (m3 ): 0.019) and 12kg I paid for the service fee's and had everything ready to go for collection that occurred the following day. Then on the 31st of January, i notice funds missing from my account and a transaction id for an Automatic Payment assigned to Pack and Send. I then went into my portal and the transactions or con note "AUW0591275A4" do NOT show, Not even a representive on the on line customer service could find it could find it with ease. I then called the customer service "1800 700 199" number at 9:49am (31st of January) where i was told it was due to a "Manual Handling Fee" and it is well within the guidelines to charge any and all additional fee's as they seam fit to even if it is some 20 days AFTER the package was delivered, My biggest issue is that AT NO point was i called or emailed to advise of any extra fee, that originally showed on my paypal account as a recurring / automatic payment. I decided to go with Pack & Send due to the reputation and not with someone like Australia Post (whom were cheaper), Couriers Please, Direct Couriers etc Pack & Send knew ALL the details including the size and weight of what was getting transported and have committed dishonest fraud by "just going ahead and debiting my account" with out my knowledge and authorization.
Absolute scam, do not get into business with the Bondi and/or Mascot branches (possibly others as well). Last year in May, I contacted Pack & Send Bondi to help me with sending off my goods to Europe, after providing them a photo with measurements of the total of my goods, they gave me a quote that I accepted. Therefore, they sent ONE guy, with an unbranded van, to pick up our stuff. We obviously had to help him as there was no way it could have lifted everything alone, and at the moment of departing with all of our things, he didn't even gave us a receipt or anything. The next day, they gave us an updated quote that was double the price of the initial one. When I called them to understand why the price increase, the manager of the Mascot branch told me that if I was to pay in cash he could remove the taxes (???). Also that I would have to pay extra to get the goods from the port of arrival up to my new place, but he couldn't tell me how much and this was never mentioned in the initial discussion. At this point, all my belongings were somewhere with them, with no official receipt of what they picked up or not and my partner and I were departing 2 days later. Thankfully we found another company to manage the transport for us but Pack & Send made us pay $320aud for storage purpose. When I went there to inspect the goods (and put some trackers as I 100% not trust them), I saw on the invoice (that they never gave us but I took in photo) that they billed the packing of our goods, while we gave them everything packed and all they did was to wrap them up with tape. When the other company came (after we already left the city), they missed 2 suitcases that were originally taped when I came to inspect, which was another source of stress. Pack & Send is super dodgy, do not do business with them they will waste your time, money, and life expectancy.
NOT EVEN ONE STAR . ON 21 DEC 2023 : BOOKED PICK UP AND DELIVERY SERVICE . - NO UPDATE NOTHING - ON 2nd JAN 2024 : TRACK THE ITEM THE PICK UP DATE that I booked was on 27 DEC 2023 BUT they came and tried to pick it up on 21 DEC 2023 , the reason was because they were busy around that time so they picked whenever convenient for them . THEN why would I book a pick up date ? if they want to come anytime they want ? obviously the parcel was not ready and they could not picked up . I had to cancel my PICK UP AND DELIVERY SERVICE because there was no other way to fix there own faulty work . Also with very rude customer service . she said will be refunded in a week . - NO REFUND AFTER 2WEEKS and HALF _ ON 18 JANUARY : THEY DON'T KNOW WHERE MY PARCEL IS . I HAVE CANCLED ON 2nd JAN . now she is saying it has been picked up on 3rd JAN . and she does not know where is the parcel . YOU'VE GOT TO BE KIDDING ME . I have canceled on 2nd and now you are saying it has been picked up ? and told me to do what she told me to. BTW SAME RUDE LADY WHOM WE FORGOT TO COMPLAINT LAST TIME. STILL RUDE , NOW I HAVE TO WAIT FOR ANOTHER 7-9days to investigate where my parcel is . HOW FRUSTRATED I WANT IMMEDIATE ACTION TOWARDS TO MY PARCEL PLUS I WANT YOU TO INVESTIGATE THE EMPLOYEE FROM CUSTOMER SERVICE DEPARTMENT 1300 668 000 - 2 . MAKE SURE YOU LISTEN THE RECORDED CONVERSATION WITH HER . PHONE CALL WAS ON 2ND JAN : DON'T KNOW THE TIME 18 JAN : 11:47AM THANKS
I carelessly left my TomTom in a car rented from Bargain Car Rentals at Sunshine Coast Airport. Having returned home to Sydney, I contacted Bargain Car Rentals to arrange to have it sent to me. They recommended Pack and Send. I booked a courier service and paid for an Express service. 5 days later, the parcel still has not been picked up from the Rental desk at the airport. Pack and Send (= Startrak Express = Australia Post) have been unable to arrange pick up of the item, saying that the airport is a prohibited pick up location!!! Whey did they accept the booking?. I will have to contact friends on the Sunshine Coast to personally pick it up. I had hoped to not inconvenience them. I have had to request a full refund of the prepaid courier fee which I am told will take several days to process. I will post another comment if the refund is not sent.
I chose to use this company to ship 19 Kg to Tasmania from Sydney for $188.00 as opposed to Australia Post $75.00 because of reputation and perhaps poor advice. The delivery took more than 10 days, was misplaced in their tracking system for 5 of these days and when I enquired was told to contact their 3rd party transport partner as they could not help. I finally have the goods but the angst is not worth it
Very expensive international shipping and they charged my card extra without my authority. Be careful with all the extra costs with international shipping. If they quote you one price expect to pay almost double when your delivery arrives. They also charged my credit card with additional costs without my authorisation which overdrew my credit account! They should at least get consent prior to debiting extra cost! Horrible customer service
