bad experience with using online sending and items sent completely destroyed
This is an updated review after I received a response from Pack and Send customer service.
In April I sent a fragile package through the Pack and send on line store thinking that i was going through a local depot. I had used this service before, as had friends and had no issues. On this occasion they failed at all levels after pick-up. The fragile items were wrapped well in bubble wrap, placed in a box with all gaps filled with bubble wrap and then placed in a second packing box which was clearly marked all over as containing fragile items.
The box arrived at the receiving depot in WA a week after dispatch but the tracking did not update. a few weeks later I contacted the recipient who then picked up the box from the depot. The WA depot could not explain why it had sat there for 3 weeks without contact to the recipient or sender. I contacted my local depot about the delay and they said it was a WA problem . When the box was opened, every fragile item was in many pieces. The local depot did not return my calls or I would have known that I had not gone through them as I first thought.
After the response from Pack and Send cusomer service to my original trust pilot review. I sent them a full timeline and actions taken and they responded quickly to say that I had used the online service so they could take no responsibility for the breakages but would follow up on processes.
It does not negate the facts. that if the local depot had returned my two calls I would have realised the situation better, the WA depot did not do their job and that my shipment was destroyed but I was not entitled to any compensation because I took responsibility online.
So the lesson learned is to be very very careful when using the online facility that you understand what it involves, deliver parcel/boxes to the local depot unsealed so that they can verify it is properly packed (take photos if it contains fragile items) and follow up any delays immediately. I am not sure if I will use them again but if I do it will only be through the local depot.
Reply from PACK & SEND Australia
Thank you for your feedback. We're sorry to hear about your experience and understand how disappointing it would have been for your fragile items to arrive damaged. We have reviewed your comments with the Fyshwick team and, at this stage, have been unable to identify your shipment or locate any previous correspondence relating to this matter. We also note your comment that you contacted Head Office; however, we have been unable to locate an email relating to your concerns.
If you are willing, we would appreciate the opportunity to investigate this further. Please send us a DM or email customerservice@packsend.com.au with your shipment details so we can review what occurred and discuss the matter with you.
Thank you for bringing this to our attention.