, , , AU
My comments relate to my recent experience using the Self-Service option offered by Pack and Send. Overall, I was very satisfied as, in the end it turned out well. But I would like to share with someone who is interested a few small things which could easily be improved. #1. I think that I legally entered into a contract with Pack & Send at the moment I pressed the appropriate button on the quotation page. But it was only after this that I got to see the two documents "Terms and Conditions" and "Packaging Guidelines & Standards". I think this is fundamentally unfair as it means that I didn't know what I was signing up to. In the case of #1, it did not cause any problems for me but it could have. In the case #2, it did create a problem. In item 1 of the Guidelines, "Boxes" it says that 'Plastic boxes ...... are unacceptable ...... But I had packed two of my four boxes in old plastic milk crates which I had been recommended to do by a person at your depot. My solution to this was to re-pack the two offending boxes by enclosing them within two heavy-duty cardboard boxes I purchased from Bunnings. They didn't fit exactly but by judicious pruning, they fitted well. But their overall dimensions were now slightly larger than I had declared on the quotation form. Fearing that this would be noticed by the couriers, I phoned Pack and Sends's helpline on 1300668000 for their advice which was to cancel the order and re-book it with the new correct dimensions. This I did, but of course I had also to remove the shipping labels and refix new ones, a painful operation for me, being partially disabled. But all went well from there on. A refund was sent to me without penalty for the cancelled shipment and, apart from taking 13 days to complete, I was content. So in conclusion, I wish to ask why ask why the Terms and Conditions and the Packaging Guidelines & Standards are not made available before a contract is entered in to ? Respectfully Richard Bolton Norwood, SA.
Pack and send depot was so close to my home in Albion. I paid the budget price to deliver to Sydney on a Friday and it was delivered on Monday, very efficient and less that AUS post. Thank you my daughter gorgeous her gift on her birthday. Many thanks
Pickup was delayed by four days. Support was responsive and helpful, and once the package was collected all was smooth, but for a package to sit four days in front of my house waiting for a courier is very poor service. This is residential, not a remote area, the access is very easy, the package was large and very clearly visible from the street. If not the courier pickup delay I would rate my experience at five stars.
Amazing just Amazing First time user. The website was very simple and straightforward to navigate. Very clear on what I needed to do. Collection was almost instant. Tracking was also very much live. Arrived and confirmed at destination securely in one business day 300km away. Very impressed My first time will definitely not be my last. Thanks so much to the team at pack and send.
Both times I have used these people the goods were packed really well and arrived safely. I can reccomend them from my own experience. The only improvement for me is that the tracking was not all it could be.
My freight job was a simple move between Pack and Send depots in Sydney and Melbourne, no local pickup or delivery. Four alloy car wheels in 4 boxes. I started to enter a self service request online on the Pack and Send website, and was offered online chat. After describing my shipment and providing measurements and weight, I was told that I could not use self service, and the Pack and Send expert team would send me a quote by email. This did not make sense, as the boxes were not too large, too heavy or too valuable for self service. They did not contain items on the P&S prohibited item list sent to me. Two days later, no email from P&S. I completed the online self service request, paid, and received a confirmation email from P&S, with address labels for the 4 boxes to the P&S depot in Melbourne. But the labels said Couriers Please. There was no hint anywhere I saw on the P&S website that self-service jobs would be subcontracted to other carriers. When tracking did not show my consignment received at Mascot, 6 days after being dropped off there, I called the Pack and Send call centre. I was told that they would contact the carrier and get back to me. Hang on, isn’t Pack and Send the carrier? Aren’t I talking to Pack and Send? Apparently not. Next day, nothing from P&S, so I called the P&S Mascot depot, and was told that Couriers Please had not yet picked up my consignment. It had sat on their floor for 4 business days. Two different people in Mascot insisted that I needed to re-enter my online request to generate a new pickup job for Couriers Please. I had provided all the information requested by Pack and Send, had the boxes packed with extra protection, sealed, with P&S provided address labels and dropped off at P&S. Why should I need to do anything? “You chose the cheapest option”. It was never about cost. I could not see a way to re-enter the request online without generating a whole new job with a new number, new address labels, and paying again. I called Pack and Send’s call centre again. This time I spoke to someone who was able and willing to help. Anastacia found that Couriers Please did have a pick up request for my items. She changed it to urgent. We agreed that if tracking did not show the consignment leaving Mascot that afternoon, the job would be cancelled by me next morning. Miraculously, next morning the items were available for pickup in Melbourne, a week after being dropped off. One of the wheels had minor damage, presumably from the box being dropped on its edge during transit. I have previously been given good service by Pack and Send, but I won’t use their self service option again.
After checking the price to post a package to Queensland with Australia Post, I was shocked at how much they wanted, so I Googled a courier company. I am so glad I did, because not only were Pack & Send cheaper than Australia Post, but they came to me to pick up the package and then delivered to the door at the other end in a few days. Amazing service.
Got a reply / apology - UTTERLY CLUELESS - STILL ...A 'cut & paste' standard form apology. Telling me how 'seriously' they take my feedback = BULLSHIT ! They're apologising for the ''DELAY'' in the delivery, when there HAS BEEN NO DELIVERY ! We're into the 4th week of a ''next day delivery'' These clowns aren't even aware the $360 worth of goods has been lost - no contact, unless WE or our very upset client chases them down NO RESPONSE from this *NAME REMOVED* who is apparently the team leader - Some kind of leader....doesn't repond to requests to call and explain what's happened ...and what what the likely resolution will be ? You can SAY you care, you can say you take the matter seriously... but that's all lip service - why not DO SOMETHING ? ACTIONS NOT WORDS ! Where's my call *NAME REMOVED*? DO YOUR JOB ...EXPLAIN YOURSELVES ! Tell us what's going to be done about the situation ? You beat Telstra , Qantas and The Commonwealth Bank for dud service and shifty behaviour - NO MEAN FEAT !
When I took a parcel into the mermaid beach Qld branch they measured it weight it and gave me a redicoulus price gave me the measurements and weight in writing so I did it on line and paid the fee cheaper went back in sent them the email details they said got it took the parcel will take care of it a week later charged me a hefty amount again reason wrong weight and measurements hoe can that happen ? A rip off usually happy with the service and no one to complain to
Easy to self send goods. My item -golf clubs- was picked up on the Monday & delivered on the Thursday in New Zealand on Thursday.
Quick response and helpful. Thanks for all Pack & Send staff. Very happy with the services.
Easy to book a pickup online and the courier actually turned up to pick up my parcel. Cheaper than Australia Post. Parcel before expected date and I was able to track it all the way. Highly Recommend.
Terrible Customer Services I received a txt messages saying to pick up mu parcel from their warehouse. But when I came over at 1:34pm, the warehouse is already closed. But it says on the door that should be close at 6:00pm. I called the phone number but the guy was very aggressive on the phone. When I try to explain myself, he hung up the phone. Such a terrible service because itʻs two days from the day I was told to pick up the parcel, and are still aggressive with their customers.
I needed to get a parcel to Canada as their postal system was on strike. The online process was easy and the parcel arrived in Canada very quickly. If their rates were comparable to Australia Post, I would use them more often.
Item was picked up on the agreed day and dropped off within next 2 days. Everything went smoothly without having to make further phones calls but Pack n Send could have notified me when the item was picked up. The sender instead notified me so I new all was good.
My local Pack & Send at Wetherill Park was not very cooperative. I had to go thru head office to get my package sent to Adelaide which took 2 weeks to deliver. Thanks to Sharina who helped me.
What a wonderful way to move luggage interstate . Door to door service . Way easier than taking onboard and cheaper too . Highly recommend you move your suitcases 🧳 this way . Self service option - most cost effective
Terrible. Booked my pickup. Evidently the small print (only received after I'd paid) said there may be delays. No problem, because I was then sent an email, confirming pickup, and stating I needed to be in between 0900 and 1700 the day of pickup. I then received another email, stating the courier would pickup at the time stated in the first email. After waiting in all day, noone arrived. Noone arrived the following day either. When I phoned to ask what was happening, I was told that actually I needed to remain in between 0900 and 1700 for FOUR DAYS, as pickup could be anytime within this timeframe. Their attitude was 'what are you complaining about?' Like my time wasnt important, and they could do whatever they liked. I was then told if they haven't picked up by the fourth day, give them another call, and they would see what they could do to expedite it, after that. When I asked why they had sent an email stating they would definitely pick it up on a day they clearly had no intention of picking it up on, they said 'oh that's just an automated email, we can't do anything about that'. Really Shirena? Well I guess I cant do anything about demanding a refund and never using your awful company again, as i assume it's run by toddlers🤷♂️ Steer clear of trusting them with your valuable parcels. They don't care about their business model or reputation.
Exceptional, best price I could find for my purpose, the whole process was simple, smooth and fast. It even exceeded my expectations, I was thinking for the price charged, it would have compromised on the speed or handling. I was not expecting a premium courier partner in the process. All in all, the delivery from Australia to Phillipines to my client took only 3-4 days, shipped on Thursday arrived on Monday. Definitely will be reusing for large items, I’ve also used them previously for shipping interstate with freight items as well the door to door white glove service, is splendid.
My package sat at PACK & SEND depot in Adelaide for 25 days before being collected by Aramaex couriers. I do not recommend using Aramex as the courier unless delivery time is not important.
