Toll Holdings Limited Reviews 348

On spec I ordered a couple of CDs online from JB Hi Fi last week, just before the current lockdown. (Parcel: JBHJ129295)
Notwithstanding that the CDs were showing as scheduled for delivery from North Sydney store to Chatswood, (via Botany & who knows where else) the level of incompetence is astounding. I placed my order on 23/6/21, it was collected 25/6/21 & listed as on board for same day delivery on 28/6/21.
I waited all day & was dubious by 5pm.
By 6:30pm I noticed delivery was listed as delayed. Last night in frustration I used the online form to make an enquiry & received a response, requesting further information.
I replied with all the details I have, only to be asked for more information.
My wife called & was given a similar run around; she told them all the information was in the email & she painstakingly explained to scroll down the page to find the relevant information.
The staff member said they didn't know where the parcel was & would need to call the depot!
What good is a customer service department in a courier company if they don't even have access to monitor delivery tracking & don't get updates from the depot?
What sort of enquiries do they expect to receive working for a courier company if not relating to delivery times & progress?
I didn't choose Toll as the courier for this delivery, it was the default provider from JB Hi Fi.
Next time I'll either choose click & collect, a different delivery option, or purchase from Sanity, as they use Fastway & deliveries always arrive safe & timely.
I get that this is a first world problem, no one died (that I'm aware of), no one's injured or sick (as far as I know), but it shouldn't be a surprise that a customer expecting a delivery on a specific dated after being advised to expect it, would make an enquiry & expect an answer as to where their delivery is!
Thank goodness Toll don't deliver the prescription medication I need that is delivered interstate by Australia Post: goodness knows what would happen to that!
A missed or delayed delivery happens, there's traffic & weather & other issues, but a failed inaccurate tracking service & incompetent or under resourced customer service staff? Going by the number of negative reviews, that's too common an occurrence to be an accident.
Give your staff the tools they need, don't overburden your delivery drivers, don't over promise & under deliver.
If delivering parcels (the business couriers are in - freight & logistics) is too hard, (let alone informing clients of delivery progress accurately) maybe Toll are in the wrong industry

If you want to be tortured deal with toll !!so unprofessional its mind boggling i had to cancel a job i had planned because of materials that did not arrive… never again!

So delivery commenced in another state, the recipient address has a unit number and street address, the street address was initially recorded incorrectly which is where we begin. I receive a text msg stating an attempt was made to deliver my parcel but no one was home. (I was home all day and could see out my window, no Toll Courier ever arrived) I am advised to take the non delivery card to a local 7Eleven where Toll have a delivery locker. I have no card but I travel to the 7Eleven and call the 1300 number to get my PIN code for access. I am asked for a consignment number and offered a 4 digit pin for access but this is wrong as the locker requires an 8 digit pin for access. After a discussion with Customer Service I am advised not only has the driver scanned my parcel incorrectly but has also attempted to deliver to the wrong address. I am advised of the wrong address. I drive to the wrong address and my non delivery card is in the mailbox, I retrieve the card. I am confused as to why the driver attempted to deliver to this address as there is no Unit number, it's just a free standing house, surely the driver would have thought to call the distribution centre to confirm the address as clearly something was wrong, but no that didn't happen. So for the next 7 days I am on the phone with Toll customer service 4 x times a day to get updates on how to rectify this problem so I can gain access to the locker and retrieve my package. Every time I call Toll I am given different information even though I provide the same REF number each time and continually ensure the delivery address has been corrected. The frustration was beyond belief. The PIN system needs to have a backup plan where perhaps a Generic 8 digit Pin can be provided if the driver made a scanning error. The recipient would simply need to provide ID. It's a simple solution to a massive system problem. After 7 days and a non collection the parcel was returned to the depot. In the interim I had sent a complaint letter via the Toll website which prompted a response from the out of state office. The customer service rep was very embarrassed as to the string of errors I was subjected to and immediately took over the problem. Once that happened I had my parcel within 24 hours. So for an overnight delivery, it took 7 days and constant miscommunication. I have no issue with Toll Customer Service, they were very friendly and helpful, the problem lies within an inefficient system that is vulnerable to human error and a gross lack of communication that of course is going to lead to customer dissatisfaction and a massive loss of business. Albert Toll would be rolling over in his grave.

Extremely bad service. Waited at home for the delivery and the driver didn't even knock on the door or ring the door bell just left missed delivery slip. I could hear them out side by the time I got out they were legging it to their vehicle and driving away

No words, except frustrated and circus

Did not attempt to deliver at all.
I am at home and just received a message saying that my parcel has been left at a far away pickup point.

If there was no star, I would have chose that. Even though I was home, the delivery person missed me and didn't bother to leave a card. I only got to know they had come when tracking my item. I scheduled a re-delivery but that's such a pain as if there's a public holiday or the driver has many other deliveries you'll have to call again to book another date which is ridiculous. I just asked them why they couldn't leave it behind the postbox or at the doorstep like normal courier companies like DHL, she lied saying there was no space. All lies, there's so much of room! Picking up from the depot needs to be done by raising a request which will take 48 hours to process! Just bad system and service. The customer care isn't helpful and the person kept saying sorry but this is the way. I still haven't got my package.

Absolute worst delivery company ever. I called to arrange a re-delivery for the next day as they came at a time I was in a meeting, they couldn’t even give me an estimate time for me to be home to receive the delivery the following day. They simply said next day between 8-5. So next day I wait all day, no show and when I called again, they now need to look into it and will ask someone to call me back. Also the person I spoke to asked me details of what is in the parcel. Not the size but actually what is it. When I said a small electronic gadget, she asked what gadget?
I paid express shipping for this item only to still not have it delivered.
Also this is the second time I have had so much of trouble and hassle while expecting delivery from this company.

Order completion on a website is a lie. when l saw picture of evidence where delivery left my parcel. My parcel delivered to wrong place the place where he left my parcel is not my house and the local courier cover up story he left my parcel in front of my house door and the person inside responded telling the driver to leave my parcel it in frount of door,then asked for their name and they said it was Joy. l haven,t seen any delivery and speak to anyone. l don,t want waste my time please assistant for replacement or refund.

Now it,s very clear the people who took my parcel not returning my percal since delivery delivered to them.

Toll is a goddamn cancer on this planet. For years I have been chasing them up for constant **** ups because companies Ive worked for use them.
My latest favourite is a delivery to us just now where the driver rang the door to our office, and in the time it took for me to go downstairs (5-10 seconds) he had left off and drove off without even leaving a card.
Better yet - I was on hold with Toll for about 20 mins because I have to chase them for a dozen late deliveries, and had to hang up to answer the door 😂 now to start all over again 🤦🏼‍♂️🤦🏼‍♂️🤦🏼‍♂️

Toll - I hate you and all you stand for. I wish death and misery on this company, and will throw a party when this haemarrhoid disaster ***ing piece of a company goes under.

I ordered some clothes online and was waiting for them to be delivered. Not only they didn't show up the lied and said I was not at home and they couldn't get to my premises which was complete bull. Days and days went past with the same story from them saying it is out for delivery, it should be delivered before 5pm that day. It NEVER came, not even a sorry we missed you slip in the letter box. I waited over a week at home for this parcel and it never showed.
Then I get a message from the company I ordered the clothes from saying the parcel was destroyed by the deliverer due to overtime...
What does that mean?
Than 30 minutes later I recieve a message from toll stating the parcel will be delivered today?

Completely dodgy
I don't recommend at all.

Payed 40 bucks for a delivery no email phone call or sms got a card saying i missed a delivery even bit i was home then they asked me to pickup my own item i payed 40 dollars to have delivered what a joke i asked for a refund

These people are downright liars. Tracking site said our delivery was due on 4 March. No tracking changes shown but we stayed home anyway for nothing. Next day, site showed changed status as onboard for delivery. Next thing it's marked as delivered. Stayed gnome again all day but still nothing turns up. Turns out it had been handed off to a third party. Tracking is now complete & I don't have my shipment. Called company & get robbed off with vague excuses, expect to receive it sometime over next 3 business days but can't confirm when. Cancelled anniversary plans to stay home all day Monday, no delivery. Toll Priority courier did come with another package and confessed the big item is at the depot but fresh food pallets take priority, maybe it's coming Tuesday or Wednesday, will call first but he'll need someone to help him due to size/weight. Escalated to sender, they send email from Toll rep Kimberly Asher who had lied to the sender when she claimed the delivery was attempted previously even though courier had already stated that he hadn't attempted to deliver yet. Shipment has now arrived but needed 3 people to manhandle into garage. These people are hopeless liars with a shoddy service who clearly dont provide anything close to customer service or value for money.

Consignment logged as Delivery Attempted when no such attempt was made. I was waiting for the package at home all afternoon and it never arrived. Judging by this experience and other reviews on this site I suspect this is standard behaviour from Toll. If you see Toll has been engaged to deliver your online purchase then get ready to contact your card issuer to request a charge back. Avoid this company at all costs.

Products shipped with Toll in New Zealand reach the destination warehouse in the city in question in good time and then just sit there .... for days on end (at least according to the Toll tracker tool). Why? Why do they not deliver the products as contracted? So frustrating.

Terrible customer service. Parcel from Zara was not delivered yet Toll claims it was delivered. First parcel never delivered at this place of residence in all of the 10 years of living here. All I received as a reply was that it was delivered and that was it. Clearly drivers deliver at incorrect addresses or not at all!

The parcel was collected from Victoria and delivered in Adelaide on time. Great service.

I don’t quite understand all the bad reviews, I ordered my goods online, they used Toll to deliver my goods. In just under 48 hours I had my parcel delivered from Brisbane to suburban Melbourne by a friendly courier driver. Great service.

We sold an item on eBay and have been trying to send it through toll as it's too large for auspost and my husband went to the closest toll to be told they can't send it without him calling the toll call centre to process the payment and organise the delivery, he's been on hold/waiting for them to answer his call for 2 days, the longest he's waited is over an hour and the other calls have been over half an hour atleast 4 other times. We've now had to cancel the sale.

This company is totally incompetent in so many regards it is incomprehendable. I placed a simple order to be shipped to me across Melbourne. It sat in their depot undelivered and even a month later after multiple phone calls I still havent got it!! Everytime I ring after finally tracking it in their system they then say they will have to get someone to phone me back - they never ever have done. I ring again- same process - even cutting me off. Then they send me notification about my shipment but guess what it is someone elses shipment not mine!! Absolutely crazy . Over a month later I am still trying to get them to deliver the parcel (10 softback books!!) to me. I have told the publishing company - NEVER EVER USE TOLL AGAIN _ TOTALLY INCOMPETENT. Worst experience in 40 years of dealing with couriers in my professional business. Unbelievable incompetence on multiple levels