Toll Holdings Limited Reviews 348

My parcel was redirected to an alternative collection point (locker) as I requested, but when I arrived at the place I realised TOLL never gave me a password. I called TOLL and someone gave me a 4 digit password, which I tried, but for the locker I requested I needed an 8 digit password. I called TOLL again and another staff gave me the same 4 digit password and told me this was e-mailed to me, which was not (including spam box, etc.). I hang up and called a third time, and had the same answer, but this time the person was actually helpful and contacted the manager, instead of saying "that is all I have". It took long 10 minutes waiting on the line, and when the person got back it only gave me the service number and said they do not have any password, and would call me when the password was ready. I followed TOLL guidelines for collection and chose that specific collection point because it was much faster, and I was in a hurry. So waiting for a password was not at all a satisfactory solution. I went home, frustrated, and had the stupid idea of checking other collection points near the locker I chose and for my surprise, my package was delivered in another location. The e-mail I received from TOLL clearly states "7-eleven parcel locker West End Australia", while the address on my parcel is to another store.
Conclusion is: I chose one store, TOLL send my parcel to another location, did not inform me, and no one on the telephone bothered to confirm the location I was (which I would never think of doing because I chose 7-eleven and got the e-mail confirmation that my package was at 7-eleven).
I managed to get my package without any help from TOLL. No one from the customer service was helpful, and my parcel was directed to a location I did NOT choose. I wonder how long it would take for TOLL to realise my parcel was not at 7-eleven.
Mistakes happen but customer service is responsible for making it right - if it is within their reach (and it was).
I would never recommend TOLL to anyone. In fact, I have e-mailed the store where I bought my product and recommended that they never use TOLL again because it ruined the experience of receiving a gift for me. Have a nice day.

Bought a part for a job on Monday evening, for a job on Friday morning 7am. Picked up from the supplier in Mona Vale on Tuesday for overnight delivery, specifically put my number on the con-note so the driver could call if he/she couldn't find the address.
On Thursday the supplier, after I asked, tracked the part on the website - failed delivery it said. I called Toll, explained exactly where to deliver it, and that I needed it that day for a job on Friday. at 3pm I received a text stating that someone would contact me on Friday at 5pm to let me know when I would receive the part. As I really needed the part for the next day's job, I had to drive from Edmondson Park to Mona Vale, buy the same part again ($341), to make sure I had it for the job on Friday. Got two more phone calls asking for delivery directions, although I had already given them.
Part arrived Friday afternoon. Then called Toll to explain everything and request that they take it back to the supplier, free of charge.
They would not do it.
I will recommend to everyone I know, DO NOT USE TOLL, they are useless. The driver obviously just drove past, thought "Can't see the entrance, bugger it, keep going". The drivers are not even allowed to call the recipient - it's a Toll policy. And the telephone operators and their managers state that their processes do not allow them to return a "successful delivery" item (2 days late), it has to be the supplier. Not even to change my mind about their service. What happened to good customer service? Other companies have it, Toll does not. I would rate them lower than one star, if I could. I was relying on Toll to deliver my part on time or even a day late, and they blew it.
Again, DO NOT USE TOLL.
With a little searching it seems Toll is clocking up a lot of 1 star ratings lately. . . time to improve.

For some reason they can't deliver a product. Just why not. Frikin deliver it already. Just drop it off. Why is that so hard for them to do. Customer service over the phone was very good. But the drivers seem to not be able to just simply deliver the product. I've literally had to take almost a whole week off work just to be home for the delivery. Only to wait all day, every day, for them to constantly fail to deliver it. About to pull what's left of my hair out. Massively disappointed with the incompetence. And Still waiting....

Oh. How could they be SO So SO hopeless!!!! My package arrived in Sydney, to a warehouse in willoughby. They say they attempted delivery but never did. It’s been two weeks, and I’ve been calling daily to have the package released and delivered. Each time, a different operator in the Philippines . I mean they really have no idea what they’re doing. Argghhhhhhh

Not only are the call centre people intellectually challenged and useless only capable of telling me things I already know in a tone that implies they understand my question and have answered so their boss thinks they are not pathetic clueless and useless but the delivery people they hire here are pathetic I was home when they left a card saying they missed me which means the delivery person wasted lots of my time to save himself 30 seconds and they did not redeliver the person on the phone said I had to contact the sender to get it delivered which was not true and I had to call again to get the address of the pickup location and the intellectually challenged person on the phone made me answer way more questions than necessary just to confirm the street number where my package was being held hostage DO NOT SEND USING THIS COMPANY YOUR CUSTOMERS WILL HATE YOU

Had Toll deliver a outdoor set from Briscoes. One guy with a pallet jack put all items in my garage. As the driver was annoyed no care damaging my tiles in my garage with his pallet jack. Again like most reviews I have read, they take no responsibility. I can't believe that this so called company is still operating with so much negligence.

So bad, lost a huge parcel worth $1400 - no care, no responsibility, do not use this carrier, call centre is overseas - there is a great big wall of no communication or care - how do they get away with it?

I purchased an item from zara of $75.95 on 4/5/2022. Sent on 5/5/22. Never received. Sent over 30 emails to Toll with standard robotic replies. Being investigated. We will contact you. They never do. I call the cal centre in India and they say the same thing. Spoke to someone in Australia and he said oh we will let you know. Nothing. No response. No thing. Same generic email over and over. So I’m saying this. 35 days later. No item. No contact and no compensation. I’ve paid $76 and have nothing. I want Toll to own up and man up and compensate me for an item they don’t even know where it is. Hopeless. Disgusting. Can never escalate this either.i still don’t have it and they haven’t compensated either. What do you all recommend. Take to ombudsman? Added screenshot of toll reply palming it off and after 32 days saying it’s Zara’s problem I still don’t have my item and no money for it. The literally don’t care. If you look at all their reviews. They are all negative. No positive. They actually don’t care about customers. And you can’t even contact a supervisor

I had a parcel delivery today 1st June 2022 with Toll Priority and my experience was very positive, I received an update email to inform me that my parcel was on-board with the driver for delivery today, and about four hours later a friendly courier knocked at my door with my parcel.

Order delivered but I never received my order! I was at home all day, no doorbell ringing ever, and somehow, at 6:39 pm, they delivered my parcel? Seriously? To whom?! Never use tolls, worst delivery experience ever.

My NBN box was meant to be delivered more than a week ago and it still isn't here. Toll added a Lot number to the address which wasn't supposed to be there and now are taking their sweet time to fix the issue.

They promised a callback on three separate occasions but never did they call me back to tell me when the box was being delivered. It still has not been delivered.

They are liars. They don't care to do their job properly. NEVER use Toll if you can use a different service provider.

I waited in full view of my door for my package to arrive. I received a text saying it had just been delivered and signed by me. No one delivered a package to me,no one knocked on the door and I definitely didn't sign for anything. Obviously been delivered somewhere else but definitely hadn't been delivered to my address. Still waiting to hear back from Toll.

Please do NOT use Toll to send packages - they are completely incompetent. The tracking they provide is wrong with packages appearing to go from one state to the next and back again. You have no way of knowing when the package will arrive.
I won't use any store that uses Toll for delivery.
They are the worst service in Australia, STOP USING THEM - you are just alienating your customers if you do.

Always late, never knock, and no clue where your packages are at any given time. When will it arrive? could be days, weeks? maybe never.. who knows.

If it is possible to give 0 then i would. Im not sure why companies still use them considering how bad their rating is. Ordered an item. After 2 weeks of waiting and only after many phone calls did they admit that it was damaged in transit. Told them to return it so sender but a week later they delivered it anyway. The item was sent again. This time tracking showed it sitting in the local warehouse for a week. First phone call was told that it would be delivered the next day. Phone calls made the following few days was told the same thing. Each time was also promised a callback and never happened. After the last phone call the tracker has been updated to show it has been sent to the other end of the country by accident. Still not got the promised call back to explain. Absolute useless

Really annoyed with whoever the Lilydale driver is today.
He or She never knocked or rang our doorbell. We have been waiting ALL day for delivery - now I have to go and get it myself.
I paid for JB HI FI to deliver it to me, so I didn't have to go to them.... (Not their fault that Toll are useless) ...Very Poor Form Toll.

Hello,

Toll Consumer Delivery attempted to deliver your parcel today, sorry we missed you.
For convenience, your parcel is awaiting collection at Lilydale ********************************* Lilydale, 3140.

Tracking #: JBHK6562***
Parcel #: JBHK65622*****
Please collect your parcel from the above address as soon as possible.

Recurringly bad. Had drivers not be able to find my very urban mappable house (to a point they wrote instructions on the box of how to get to my house from either road for the driver). Had multiple packages just not be delivered on the day they were on board for delivery and return to depot. They cite that they were too busy etc (then the boxes show up damaged or with instructions written on them!). We pay for a service and they're honestly just taking the mickey now. There's One driver who when I see I am relieved. But I haven't seen him in a while.

I’ve had nothing but poor experiences using Toll. I just had a very large package (A guinea pig hutch) lost in transit. The package managed to make it to the first sorting centre before disappearing from existing. This is either due to incompetence or theft - neither make the company look good. Any company that has an average of one star should really look at how they are operating and change tactics - not courier companies though - they are well aware that they can do want they want. Hopefully this will change long-term, but at the moment, there’s more demand than companies to keep up with demand. This basically makes courier companies untouchable.

BTW- This is the third time I have used Toll, and the third time I’ve had a bad experience with them. Toll actually have some good really great team members working at their call centre, but it doesn’t change the fact that they are terrible at delivering goods.

If there is a product that you want and the company uses Toll - look elsewhere. Any company willing to use the worst courier company in Australasia should be avoided. I can tell you with certainty that the company you’re looking to buy through knows very well how poor Toll’s services are. There are always alternatives - don’t shop with somebody who insists on using such a terrible terrible company to deliver their goods.

I am absolutely appalled by the incompetency from this company. i had LIVE fish coming to me (Syd - Melb) and anyone with common sense would know this is very high priority! Not only were the poor fish on board for delivery for 8 HOURS (going from somewhere that’s a 5 min drive maximum), they were then left in the sun even tho there were specific directions not to do so. 2 out of 3 fish unfortunately passed away, and i’m assuming it’s because they were left in the sun, as most people would know the aussie sun is very strong and not only this but the front door of my house is dark blue there for making it even hotter for the fish who were put up against it!! these fish were NOT cheap at all and they’re hard to find in australia hence why i’m so upset about this event. toll used to be good with this stuff, my fish i already had came fast and were not left in the sun but this event today has just gotten rid of any trust i had with this company. next time i will only be doing airport to airport delivery, never using toll for live fish again. and yes it’s much more difficult with the covid situation BUT you’d still think live fish would be one of the highest priorities. cannot even fathom how this happens given toll supposedly prioritises packages like these. beyond belief.

I'd give 0 stars if possible ive had a few Toll ipec problems the best was loosing a 3mtr fishing kayak few years ago .then 2021 november I purchased a lenovo tab on line through officeworks toll delivered it to a wrong address .after a total muck around they sent photo of delivery of front door.ha ha it wasn't my front door someone got a free $500 tablet office works refunded mmunication eventually with proof it wasn't delivered to my address .now I'm waiting again for ebay purchase from melbourne 5kg package still waiting 3weeks on .funny I purchased 5kg package from Sydney day later it arrived last week on time through australia post .truth is toll is to big worldwide and don't care if they loose customers or there items if you have a choose dont use toll/ipec there useless and I would not be saying that if I hadn't had so many problems with them over years

same as all the other reviews: status out for delivery, never delivered due to 'run out of time'. Lies! Back to the depot close to us, sat there for a week, nothing happened. When I start prodding, it was send back to BNE airport depot, 'waiting for next scheduled flight'. To where? We're in BNE! Six calls to customer 'service', somewhere on a far away country. Always the same lies: investigator will contact you, never has. 'We upgraded to status of the issue', never made any difference. After two weeks they still can't tell me when the consignment will be delivered or even if it is where the tracking app says it is. Agree with the other 1-star reviews: completely useless company, no wonder it is in so much trouble, it deserves to be taken out of the market.