PACK & SEND® Norwood in Stepney

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comments 5

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  Sue Thomson

  :: 13 December 2017 07:29:25

  Fabulous service. Excellent price and delivered really important personal effects for me from Adelaide address to Birmingham in the UK. Minimum of fuss with Tony collecting goods from home and me feeling confident the consignment would be delivered pre my arrival. It was! Thanks to Tony and his team for help and advice especially when I started planning my relocation about 3-4 months before flying out of ADL and pestered Tony with heaps of questions. Well done. Along with Danny and the KX SYD team you are really great people to deal with. Sue Thomson

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  Andrea Przygonski

  :: 03 December 2017 16:49:46

  I wish I'd read the reviews before entrusting my consignment to this branch of Pack and Send. Granted my parcel EVENTUALLY arrived in one piece at it's intended destination, but not before an incredibly stressful period of following up without promised call backs and constantly being told bald-faced lies about the progress of my item. Initially the service and communication was swift but once they had my money and my parcel, that was the end of things. Absolutely NO after sales service. I was told the parcel would take maximum 4 days to reach the USA address. Happy with that, I booked in on the Thursday. The freight period turned into 10 days with our important clients waiting. The delay was everyone else's fault. After 5 days and many phone calls I couldn't get anyone to give me a tracking number for my parcel. I managed to track down my own parcel by calling the freight forwarder (in this case DHL). They informed me that the parcel had only been dropped to them that very morning at 8.53am (that was the Wednesday AFTER I'd dropped off my item). I received a call from Pack and Send around 9am that same day advising that DHL had had my parcel since the previous Friday or Saturday and that it was DHL's fault for the delay - clearly a COMPLETE LIE! Lied right to my face without a care. Later, after calling over and over again, I was finally given a tracking number by Pack and Send only for me to find out that it was the wrong tracking number! I kept persevering, and luckily for me an understanding DHL staff member was kind enough to establish the real tracking number and let me know that it was in fact Pack and Send's incorrect completion of the paperwork that created 2 tracking numbers! The only reason I'm giving even 1 star is because the parcel did arrive, however, it should be known that the proprietor was condescending, flippant and a complete and utter phony. His staff were either in on the game or too frightened to be otherwise. The most abysmal service I have ever experienced. I would definitely NOT recommend this branch of Pack and Send. Who knows what the other branches are like? And given these are franchised, there's no real avenue for complaints to a higher source. I will not be entrusting my future freight to any of them ever again.

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  Josh Wight

  :: 21 November 2017 01:28:11

  Initially the service was brilliant with thorough quotes being sent almost immediately following a phone call. Following the initial contact it all went downhill rather rapidly. They managed to put the pick-up date a week early in their calendar and once that was corrected, they didn't turn up on the morning arranged and when I called they had it for the following day. To their credit, when I called they did drop what they were doing and come to pick up my consignment immediately. Once the consignment was on the way it was delayed at Adelaide airport missing paperwork which was only identified as the problem when I chased it up myself with TNT (Pack & Send used TNT to ship internationally). Several problems during shipping later and a promised delivery time of 5-7 working days (air freight from adelaide to Manchester UK) turned into 6 weeks. With payment having been made up front, the team at Norwood became increasingly difficult to contact via email and telephone as time went on. Several times when I called during AU office hours, the phone would be answered and immediately hung up or a message would play saying I had been kicked off the line. I suspect because it was a UK number calling. Once the consignment did arrive there was a decent amount of damage to a computer. As I had opted for the damages cover, I contacted them to make a claim. I was told it would take a couple of weeks and it would all be sorted and instead it took over 2 months of chasing them up, struggling to get any response, payment being sent in small amounts while being told the balance had been paid followed by excuses about the bank having problems etc etc. In short, this company have been a nightmare to deal with and have managed to make a relatively simple process exceedingly difficult and stressful. I would highly recommend using someone else if possible.

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  Grant Freedman

  :: 03 November 2017 08:48:56

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  Saurabh Karwal

  :: 30 October 2017 16:09:36

  Highly unreliable and non responsive people. I don't think my shipment has even left the dispatch centre no idea of when it will reach. No one answers the phone, emails or messages and the staff has no idea how to track shipment on a simple computer.