gary g Wzd

Worst customer experience and damaged item

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In short...Lost my address, couldn't seem to find my email so just held the item for 4 days until I contacted them to find out what was going on. Spoke to a guy who, was clearly not very smart, and apparently the guy I had organised transport with had gone on holiday to Singapore and this new guy didn't know what to do or have my details. Provided my details (for the 4th time between email and to earlier phone calls) and the order was processed. The item turned up 4 days later and was broken in transit as it wasn't marked fragile which I had clearly explained that it was. DO NOT USE THESE PEOPLE they have no idea!
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Reason of review:
Problem with delivery
2 comments
Gurpreet G Ftf

same for me as well from Pack and Send Cairns QLD, very poor service , delayed shipment, received damaged goods and denied insurance as well...these guys in cairns have no experience for international shipments, will never try again... they are damaging Pack and Send international goodwill

Guest

absolutely right, i had exactly the same experience, i wish if i ever checked their reviews before i use them

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alexandre k

Worst service

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You should read the review before using a service.

Don't waste you time and money with those incompetent jokers.

There are just middle men and are unable to control the ins and outs of the delivery. You will be more likely to get your delivery 2-3 weeks after they picked it up and they will make stupid excuses and try to take you for a fool. A clear example of a lack of accountability and professionalism. Pay a bite more and get decent organism who will track and ensure good service. Cheap service means cheap work.

At the end it costed me as much as a more expensive company because I had to take time off to retrieve the parcels. The guys who run the place don't a dam thought of their customers. Just sweet when you have to pay and after they show you their finger.

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Reason of review:
Poor customer service
1 comment
Gurpreet G Ftf

same for me as well from Pack and Send Cairns QLD, very poor service , delayed shipment, received damaged goods and denied insurance as well...these guys in cairns have no experience for international shipment, wish i hadn't gone to them.

Byron W Nke
map-marker Liverpool, New South Wales

Dont use Pack and Send to send to NZ

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Worst customer service I have ever had!!!!! I am shocked that a courier service can mess up so badly that their client (ie me) has to explain paper work and do the liaising with DHL because of their incompetence in sending a package from Australia to New Zealand - and to top it off have to wait 2 months for the delivery and have to pay $384 and also have to pay clearance in NZ (when I was advised that there would be no additional fees - I did ask if there would be a clearance cost) for doing their jobs, all up it cost me $494 AUD, I could have caught a cheap flight and back to NZ and have my items delivered same day! really ridiculous service, I was advised by {{Redacted}} at the Campbelltown Branch (Please note as off 3 weeks ago Campbelltown branch has a new owner who is very helpful and had no idea about this issue) that this was elevated to management for compensation which apparently never happened! My suggestion would be to stay clear of {{Redacted}} who now works at Pack and Send HQ and {{Redacted}} who works at Seven Hills because if you have an issue due to their incompetence it ends up being your problem to fix and not theirs. I have never written a bad review about a company before but feel so strongly about this as it has been 3 months since I engaged with them and nothing has been done. For clarity and transparency the paper work that was done in branch by Pack and Send was all incorrect and NZ customs would not accept it, I had to re-do it all with the help of DHL who was Pack and Sends Representative in NZ, next time ill go direct to DHL.
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Loss:
$500
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Worst ever. How is Pack & Send in Springwood still in "business"????

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There is a very nasty, churlish female manager at Springwood, Pack & Send. Tania constantly interrupts before you can finish stating your concerns. Says "go ahead and use someone else". Thinks it's legitimate that they demand that I wait for them at their convenience for an entire work day - really? - you think demanding that I wait from 9 a.m. to 5 p.m for a pickup at your convenience is a legitimate business? She states that their policy of "wait from 9 to 5 for them" is clearly stated on their website. How would I know that, you *** idiotic girl, when I wasn't the one to book your service? What sort of *** would use a courier service that thinks it's okay to pick up at their convenience? Even the cable guy can give me a 4 hour time frame. Stay away from these idiots. I really can't figure out how they are still in the business. They're a joke - a bad one
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Reason of review:
Poor customer service
Anonymous

Pack And Send Delivery Service Review

Packaged a painting and it was delivered with *** in it. Would not reimburse shipping cost. Insured for 1,000. Bad company
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Reason of review:
Damaged or defective
Anonymous
map-marker Enfield, Enfield

Items missing

I had my belongings shipped over from Australia to the UK only to find I have had about $600 of items stolen! I am very angry, my expensive lock on my tool chest had been removed And certain items in the the box removed. My fishing reels was taken from my suit cases along with bags and personal items. The logistic firms are pirates when the items get ashore, an 'agent' starts demanding more money for you to receive your items. I am in absolutely discussed And would never ever use this company again! They are villains and not to be trusted in any shape or form!
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Reason of review:
Order processing issue
Ikhlas Mqk
map-marker New York, New York

GO WITH A DIFFERENT SHIPPING COMPANY

I was utterly displeased with Pack & Sends service and advise against using them. Issue #1) Simply customer service. I was told I would receive my bag within 5- 8 businesses. Two weeks went by before I finally received a message from them stating my package was being held by customs. The following day I received another email from DHL with questions regarding my bag. I was confused as to what was going on and who had my package, Pack & Send never took authority of giving me straight forward answers and helping me with the process. Once they ship it out they could care less about helping you, all they focus on is getting it out of their hands. Issue #2) Lack of knowledge for the shipping industry. I blame myself partial for not doing my research but also for not going with another company. Prior to shipping to the United States I declared a bottle of wine which they were aware of when we were face to face. Never had they referenced to me that I would need a liquor license to get the bottle in the US. All in all I was forced to destroy the bottle, lose a $100, and a Christmas gift for my mother. This knowledge you think that someones job is solely revolved around shipping would be aware of and conscious to inform the clinet. Issue #3) When I received my package 3 weeks later they had filled out the pricing of the worth of items within. I was never told to fill out such a form prior to shipping. They undervalued my entire package by hundreds of dollars, so god forbid my package was lost I would have been screwed out of a lot more money.
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Cons:
  • Customer service
  • Lack of knwoledge
  • No customer hospitality
Reason of review:
Poor customer service
Leeandra Bew

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Verified Reviewer
| map-marker Melbourne, Victoria

Terrible Customer Service

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Please be advised that I would like to lodge a formal complaint with regards to the delivery of my personal belonging. I was advised by your team that my belongings will be arriving at my new location on MONDAY (13/7/2015), however, despite what was claimed by the driver, there has been no attempts at delivery. I specifically took an entire day off to be at my new location to receive my belongings as I was advised that if I were to miss the delivery attempt, I would have to reschedule to have it redelivered on another day. Please note that I have decided to use pack and send to deliver some of my essential belongings as I was told that your firm is one of the most reliable in inter-state deliveries. Additionally, I was awake since 7am awaiting delivery and was told that the parcel was with TNT and scheduled for delivery. I called 3 times on Monday requesting an ETA but each time was told that delivery was schedule and that it was with an "AGENT" and therefore unable to pin point the location of said driver. To make matters worse, on Tuesday, I was contacted by DONA and was advised that delivery was not possible on Tuesday as insufficient notice was provided. Furthermore, she actually asked if I could take matters up with TNT instead of her having to contact them again. This is terrible customer service as I have not only paid for pack and send to ensure that my belongings will arrive on time but to also take responsibility for any mishaps. I pushed back and requested that she organise for my belongings to be sent to a local pack and send branch so that I may collect it and requested a phone call so that I know when I am able to collect my belongings. However, instead of having a courtesy call, I had to call up at 4pm today to the pack and send springwood only to find out that my belongings have been delivered to the pack and send store here in melbourne. This is ridiculous as I have now waited for 3 days for delivery of my belongings which was promised on MONDAY or TUESDAY latest. Please note that if no action is taken, I will further follow up my complaint with whoever necessary to ensure that my complaint is heard as this is unacceptable. As to put it plainly, I have wasted a whole day waiting for my belongings without guarantee on what time it will arrive and henceforth a whole workday(ANNUAL LEAVE) wasted. To make matters worst, I had to borrow WORK CLOTHES from a friend as I had to go to work YESTERDAY and TODAY.
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Loss:
$500
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Hornsby, New South Wales

Exorbitant cost of sending a very small parcel from Brisbane to Melbourne.

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A small parcel was sent from Brisbane to Melbourne on 6th Nov 2014 between 4-5pm. It arrived at my address in Kew Melbourne on Monday 10th Nov. 6pm. Cost a staggering $209. Initially the person posting was told it would arrive in the a.m Monday. It was only after numerous phone calls that it DID finally arrive at 6pm. I want the general public to know how badly they are ripping consumers off. How CAN they charge such exorbitant prices and get away with it. What are organizations like Consumers Affairs in the light of such blatant profiteering. The parcel sent thru Australlia Post would have cost approx $9!! I don't know what it would have cost if sent through the Next Day Service (yellow packet) Post. I ask everyone to blacklist Pack & Send
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Reason of review:
Problem with delivery
1 comment
Guest

I agree. They want to charge me over $1600 to move a fridge and dishwasher from Sydney to Brisbane.

I transported a car from Melbourne to Brisbane a few years ago for $400. You work it out!!

Anonymous
map-marker Auckland, Auckland

Pack and Send Albany... 24 hour delivery? More like 4 days and not delivered

This is literally the worst service I have received in a very long time. I paid a ridiculous amount to get a parcel shipped return from Auckland to Melbourne. Upon the return service, I had been advised that my parcel was ready for collection, to which I advised the Pack and Send in Albany (as per their request). After no contact I followed up to see if they package has been collected, as I had pre-paid a 24 hour return post. Sad to say, after 3 days of horrible service and poor follow up I ended up have to pick it up myself and didn't even use their service!! Waste of money, time and energy. Use ANYONE else.
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Reason of review:
Problem with delivery
Anonymous

Missing Mobile phone from a sealed box

Mobile phone from sealed box was missing when it arrived at the destination. The accessories and the box it was in was still in the box but the mobile phone wasn't. When inquired at the destination airport, their answer was that the box was sealed and wasn't opened and it probably was stolen here in Melbourne during transit or in the pack and send office in Footscray 3011. And was asked to inquire which I have but have no response yet. I paid insurance in case the box of stuff goes missing. The clothes and shoes were still in the but Nokia 520 disappeared.
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Lehani
map-marker Cheltenham, England

Pack & Send forgot to pack before they sent

I paid $400 including $100 insurance for my laptop to be mailed to the UK. They would only send it if they packed it themselves. Contrary to advice they left heaps of room in the box for the laptop to be bouncing around. When it arrived one entire side of the box was split open and I could see the computer inside before even unpacking it. They were not apologetic at all. There was no fragile sticker on it. That was at Fremantle office. Head office in the Eastern States didn't take the time to apologise either. Service = ***
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