PACK & SEND Australia - Mascot Reviews 19

PACK & SEND MASCOT DEPOT Only interested in profiteering from their franchised depot. Not actually interested in helping out general customers or services represented by PACK & SEND.

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.

Extremely poor service. I left a parcel with them and paid $250 for it to be packed and sent with the promise they'd email me the tracking number within a day and it would arrive within a few days. Several days later still no tracking number so i left message asking for it - they don't return the call. After six days I manage to get someone to answer the phone and they admit the parcel isn't even packed yet because they have run out of foam packing materials. What the??? Why don't they consider it urgent to go out and get more packing materials? And why couldn't they be bothered to ring me or email me and let me know my shipment had been delayed?

Ease of ordering and pickup and having happy clients receiving their goods.

Service was great, but was difficult to park at the Mascot depot.

Easy to use service online, customer service a little unhelpful and rude especially with any changes to a booking. No understanding nor ability to comprehend the intricacies of managing a government contract and no flexibility and no willingness to work with the client. Suburb searched for did not exist on the website at the time of the booking but appeared some time later AFTER the customer service rep was rude about charging additional amounts to the credit card. The invoice/receipt for the additional charge did not have the same detail as advised in the phone call and subsequent emails either.

Overall ok experience as long as you don't need to deal with the customer service representatives.

in consistent. Sometimes good and sometimes bad

Great service. No problems at all. Easy online system and drop-off. The crate was received with the week, all intact.

I recommend Pack & Send for anyone who likes to get his purchases delivered on time and with no hassle.
Thanks Pack & Send.

Thank you for delivering my parcels really quickly and calling me when there was something wrong so that I can explain what was happening :) The lady who delivered to the address was very helpful! Thank you, I will highly recommend your company to my friends. Cheers,

excellent service. Very quickly moved and delivered and full tracking visibility

swift, responsive, reliable

Just an easy experience, thanks

Couldn't be happier, after battling it out with another courier Track and Send were exceptional. Super quick and professional service from Metro Sydney to Country NSW in 24 hours.