Couriers Please Australia (Couriers)

Couriers Please Australia

I had an order sent in two parcels by a major retailer, which was dispatched and delivered via Couriers Please. I buy online because I work FT and don't have a car. I expect any parcel to be left at my door. Is that too much to ask for? I get that some drivers might not be used to the area, they might get confused with the numbers, or they might be running like mad due to the pressure of the metrics they have. We all make mistakes. The problem is how you respond to your mistakes. 

 

I received notification of one of the parcels being delivered at my place at the end of the day. When I got home, the parcel was not there. I checked the units in my alley (5), the alley before mine (5) and the alley after mine (5).  No parcel at anyone's door. I could not call Customer Service because they don't have a phone number and their CS chat was not operational at the time I got home in the evening or at the time I left for work the next day.  As recommended by their website, I put a ticket through the chatbot mentioning that I had checked the surrounding area and that the parcel had been left elsewhere. Two days later they answered my ticket stating, matter of fact, "Our tracking system shows your parcel XXX was delivered to the correct address." They attach a photo of the door, and that's not my door. None in my alley or the ones I checked. What sort of customer service is this? Where or how are these people trained? What do they think that the photo is that of my door? Why do they think that I haven't checked my surrounding area when in fact mentioned this in the ticket? They left the parcel at the wrong address, 100%, and this was none of the units I visited on the day. A  good decent neighbour brought the parcel to my door the following arvo. CS' response is just bad. They can easily check that item one was left at a door (they have the photo) and item 2 of the order was left at another door (they have the photo); the second door is mine the first one is different ant not mine. It really annoyed me that they think that I cannot identify my door and that my door is that of the photo. Even Google Maps has my alley clearly identified. Perhaps the company should hire more drivers, put less pressure on the delivery guys and invest some good money on customer service, because, as it stands, it's quite poor. And their tracking system, obviously, failed in the worst possible epic way.

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TOLL Australia

Website

 

Every time I have to deal with TOLL I end being upset, frustrated and my issues are never solved. Inflexible and not customer centred. They don't listen to customers. They expect customers to chase the parcel. Customer service is not good either, not because CSOs are bad per se, but because the company is dreadful and they have to follow procedure. As a customer, every time I made a purchase and the store I buy from sends a parcel via TOLL, I know there is going to be an issue. Like right now.

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Mail Boxes Etc. (Granada, Spain)

Calle Veronica de la Virgen, 1
18005 GranadaSpain
+34 958 536 811
Website

I had a terrible experience with these guys. To be fair, the guys at the office were lovely, but the service and information was not.

Due to my long trip, I had to post a big box with clothes from Perth to my parents, as I was travelling with little luggage due do the requirements of the trips before and after.

As I was not heading home directly, I thought that it would be better using a courier. I saw the UPS sign at the door of this franchised office, and a few days after my arrival I went in to ask for info.

I talked to the manager directly, and I told him about sending the parcel back to Australia, the contents being mostly clothes and personal items that I could not fit in my luggage, and I asked for a quote, timing, packing requirements, if they were working with Australia, etc. The guy told me that no problem, yes, they work with Australia, yes, they could pick up the parcel from my parents in case of need, yes I could delay the delivery until I was  back in Perth and so forth. I left with his card and a quote at the back.

That very day, I checked the company's website. There, it is clearly stated that you can send your suitcase, if you want or need, around the world. The website looks serious and professional.

To make sure that I was right re the packaging, I visited this office for a second time. I spoke to another guy, who made the same questions as the manager did, and with whom I discussed the packaging of my parcel/s.

The day before my departure, I took a taxi to carry the two parcels myself, as one of them was +10 Kgs. I arrived there, and as soon as I said Australia, the manager told me that unless the contents were new with the shop sale's target attached, I could not send the parcel to Australia due to the Australian Customs requirements and limitations. I told him that I do live in Australia, that I have sent things back and forth many times and that there is no problem unless you pack some illegal items or products in the no list. I told him about their website. He said that this for the rest of the world, not for Australia. He told me that I should have asked him in advance. I told him that yes, I DID CHECK WITH HIM SPECIFICALLY, IN ADVANCE and that he had said yes to everything, he was arrogant enough to say that he did not remember the conversation. Unfortunately, I do. I had to take another taxi to my parents' and leave the parcel with one of my brothers so he could post it to my place.

I cannot forget the trouble and money of taking my parcel back and forth to my parents, mostly because this was my third visit to the office, and I had clearly mentioned everything during my first visit, The apology the manager gave me was so lame and unapologetic that I have decided to post this review.

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