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Smart Send
Kelly BelshamSydney, NSW
Don't bother
Don't bother paying for express post. I waited for 2 and a half days at home for my items to be delivered. First day, said "unable to leave - unsafe. Card left" which was false as they didn't leave a card and obviously couldn't find my unit, which is fine because Australia Post ALWAYS has trouble "finding" my unit. I messaged the company to ask about redelivery and explain how to find my unit as access is not via my address road and they said that they would let the driver know. At about 1.30pm the next day, it had been transferred somewhere el...Read more
se and customer service couldn't tell me what was happening and said they would let me know when they knew. It's now day 3 of waiting, i just checked on the status and it has been dropped off at a Repco relatively close but in a different suburb. I have been left frustrated with the communication and the fact i paid for express and it took them 3 days to just drop it at a drop off point rather than doing that to begin with.
1 comment
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GdtGreater Melbourne (Inner), VIC
I am sure there are better services
Booked a parcel for family in Ballarat sent from MELBOURNE. Took 3 days for it to be collected and then delivered 3 days after expected delivery. Each time I contacted them I received non specific responses. The whole thing was extremely frustrating.
4 comments
Steve S.Smart Send
Hi,
I am sorry to hear of the delay with your shipment. Can you let me know the consignment number for your shipment so I can investigate further please. Thank you.
... Read more
Hi Steve - is this helpful: Tax Invoice/Freight Job Itinerary LD0000750689? I can give you my e-mail address if thta is helpful. Thanks Graham
Steve S.Smart Send
Thanks Graham. I have located the tickets you raised with our customer service dept and can see that Fastway has let us down badly on this occasion. As our staff mentioned there are some delays curr... Read more
ently in the transport industry due to changes in transport operations because of the coronavirus situation, however the issues you have experienced are not usual and I do apologise for the delay in getting this picked up and delivered. We will take this up with Fastway management as the level of service was not sufficient on this occasion.
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JenPerth, WA
Pleasantly surprised
Reading courier reviews and trying to pick a company that provides good value for money is a tricky thing.
I chose Smart Send to deliver a relief parcel to friends in rural South Australia, because they were the cheapest quote. Normally that’s not the best criteria for choosing a company, but as we are in the midst of the Covid-19 cris with border closures, I didn’t have great hopes for the parcel getting through and I didn’t want to waste too much money if it wasn’t a sure thing.
I placed the order last Monday for pickup the following day. I c...Read more
2 comments
I forgot to mention that it took less than a week between pickup and delivery
Steve S.Smart Send
Hi Jen,
Thank you for your feedback. Yes you were right to worry on delivery timeframes during this difficult time. Most couriers are advising delays due to changes in their operation to handle the ... Read more
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Simon SaysAU
- 5 reviews
Shocked at how bad my experience was
I booked on Monday night for Tue pickup. Nobody showed. I contacted Smartsend, got an apology and rebooked for Wednesday. All Wednesday - no show. Emailed again stating I was very unhappy about the service. Got an apology with promise for Urgent pickup. Following morning went by. Nothing!
Contacted again with demand for refund. Got a reply stating they have followed it up and will monitor.
Guess what? Still no show the rest of the day.
What an absolute joke of a service. I used their services many times in the past. Worst was a day late. Most t...Read more
5 comments
Steve S.Smart Send
Hi Simon,
I am sorry for the inconvenience caused to you with this booking over the past few days. I have reviewed the ticket raised and we were promised by the courier (Couriers Please) that the dri... Read more
Perhaps you should not use them any longer as it hurts your business. Imagine being promised a service on a day, then the next, then the next and again with no results....
PS - I have not received the refund yet
Steve S.Smart Send
HI Simon,
The refund was processed to your credit card as follows:
... Read more
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TomSydney, NSW
- 2 reviews
Committed fraud and took money for a service they could not provide and did not provide compensation for lose of money.
Committed fraud and took money for a service they could not provide and did not provide compensation for lose of money. Do not use this company I will be filing a report with ACCC
5 comments
Steve S.Smart Send
Hi Tom,
Can you let me know the consignment number for your review please so I can investigate. Thank you.
... Read more
Sorry will not be posting personal details on a public forum
Steve S.Smart Send
Hi Tom,
The consignment number does not inform anyone of any personal information. It merely states tracking scans in out and out of depots. If you can't provide the consignment number we will deem ... Read more
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SamSouth East Queensland, QLD
Unreliable
Was to be picked up on tuesday between 9-12, then moved to wednesday same time. Come home to find it still at my front door. Now the resolution is a refund offered. Pretty poor form not happy wont be using this service in future and will advise friends and family also to use another sender.
3 comments
Steve S.Smart Send
Hi Sam,
Can you let me know the consignment number for your issue as I would like to investigate further.... Read more
Thank you. Regards Steve Smart SendCPANFDZ0719833
Steve S.Smart Send
Thanks Sam. I have reviewed the customer service ticket/s you raised and unfortunately the carrier has let us down on this occasion. The driver did not respond to the carrier's management requests f... Read more
or an update and has let us all down. We refunded the charges to you because of the ongoing issue and I apologise for the delay in getting your goods sent on this occasion Sam. RegardsSimilar opinion? Write a review on ieatwords.com.au!
JKKSydney, NSW
Unreliable!
Parcel was supposed to be picked up between 9am-12pm and no one has showed up. Asked a service rep on the ETA but they were not able to provide an answer. Also asked if the driver can call me to notify when he/she will be arriving for pickup, and was told that the drivers do not have company mobile phones. Unreliable! First time and the last time I will be using Smart Send!
1 comment
Steve S.Smart Send
Hi,
Can you let me know the consignment number for this issue as I would like to investigate this further for you.... Read more
Thank you. Regards Steve Smart SendSimilar opinion? Write a review on ieatwords.com.au!
LukeSydney, NSW
Hopeless
I have been using these guys fir my business for two years now and I’m just about to find another company. Their couriers show up for pick up when they feel like it. The latest pick up was missed 6 days in a row. That’s 6 times they said they would pick up and they haven’t. really poor service and solution to the problem was to refund me rather than deliver the parcel and solve the issue. Definitely don’t recommend them.
6 comments
Steve S.Smart Send
Hi Luke,
Can you let me know the consignment number for this issue as I would like to investigate further.... Read more
Thanks Luke. Regards Steve Smart SendHi Steve, sure it is CPANFDZ0717144001
It has now been 7 consecutive missed pick ups, with a promise of next day and still nothing.
Steve S.Smart Send
Hi Luka,
I have reviewed the ticket and unfortunately the Couriers Please driver has let us down badly on this one. There were some issues early on with bad weather in Sydney however after that clear... Read more
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Just terrible, if I could give a 0 star rating I would.
I booked a Friday afternoon pickup, no show. I enquired Monday as to when the courier will pick up, they stated would be Monday afternoon, Tuesday comes, still, no pickup. I asked on Tuesday what is going on, only to get a reply that I will now incur a $25 futile fee as a driver attempted to pick up the goods but there were no goods to go. That was a straight-out lie, I had the parcel waiting on the front porch, I was waiting patiently with the front door open, nobody came. Only positive, I asked for them to sort the mess out or give me a full refund. They opted for a refund.
3 comments
Steve S.Smart Send
H Erd,
I am sorry to hear of the issue with this booking. Can you let me know the consignment number please as I would like to investigate this further.
... Read more
SSD001290618
Steve S.Smart Send
Thanks Erwin. I believe the issue here is you left the goods out for collection however didn't choose this option on the booking form on our site. If chosen we then notify the carrier the goods are ... Read more
left out for collection by the pickup driver. Either way the service was not adequate and I apologise for the inconvenience to you. We have refunded the charges paid as discussed. Sorry again for this Erwin.Similar opinion? Write a review on ieatwords.com.au!
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It would be nice if their website worked
Well, It would be nice if their website worked.
I have been trying to track my delivery using their website multiple times but I can’t load any of the pages.
1 comment
Steve S.Smart Send
Hi Anna,
I am not aware of any issues with the website, all is operating as it should. Can you let me know the consignment number for your booking so I can investigate further.
... Read more
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DavidSouth Yarra
- 5 reviews
Pick up Friday AM. Picked up the following Tuesday after countless promises. Deliver Friday. Still waiting!
3 days to pick up not 3 hours. Never received delivery! Still waiting for delivery. Maybe next month it'll arrive! Correspondence horrible. No knowledge of item location. No access to drivers!
3 comments
Steve S.Smart Send
Hi David,
I am sorry for the late pickup on this booking. Can you let me know the consignment number as I would like to investigate this further for you.
... Read more
Consignment CPANFDZ0715668
Complete transcript for all to see... Read more
Nothing after last message!!!! Follow ups, Feb 7, 15:12 AEST: Hi Dave, We are still waiting for the update from the courier. Apologise for the delay. Thank you Regards, Donna Smart Send Dave Carney, Feb 7, 14:33 AEST: Still no response???????? Regards, Dave Dave Carney, Feb 7, 12:07 AEST: This has been my worst freight experience ever! Took 3 days to pick up and now I have no ETA I need to know when the delivery will arrive!!!!!!!!!!!!! Regards, Dave Sales, Feb 7, 11:02 AEST: HI Dave We'll keep an eye on this for you. We are still awaiting ETA from the carrier. Regards Mari Smart Send Dave Carney, Feb 7, 10:55 AEST: Can you please confirm today's deliver and include an ETA Regards, Dave Bookings to re-book, Feb 5, 09:32 AEST: Dave Good Morning please accept our apologies for the delay with collection This is due for delivery Friday 07/2 Please let me know should you have any future enquiries Regards Charmaine Smart Send Dave Carney, Feb 5, 09:08 AEST: Hi Courier finally collected the items yesterday late afternoon. Can you please advise when I should expect delivery? Regards, Dave Follow ups, Feb 4, 13:57 AEST: Hi Dave, I have advised the courier to ensure collection today. Thank you Regards, Donna Smart Send Dave Carney, Feb 4, 13:46 AEST: Can you please update regarding courier this is a joke Regards, Dave ChrisM, Feb 4, 08:30 AEST: Thanks for letting us know Dave, we're keeping an eye on this today. Regards Chris Smart Send Dave Carney, Feb 3, 20:53 AEST: Tomorrow pick up only possible after 12pm Regards, Dave Sales, Feb 3, 17:15 AEST: Hi Dave We will check this with the carrier and we will get back to you in the morning. We do apologise for the inconvenience. Regards Mari Smart Send Dave Carney, Feb 3, 16:37 AEST: Hi This is a complete joke! The courier didn't even get there on Friday! Then when they arrived today they didn't have room in their van. I want the pick up done ASAP and I want financial compensation!!! And I want an apology! Regards, Dave Bookings to re-book, Jan 31, 12:24 AEST: Of course David I understand I will continue to follow up the carrier for you Regards Charmaine Smart Send Dave Carney, Jan 31, 12:06 AEST: They are genuine 20" Audi alloy wheels worth approx $2,000 Would you risk it? Kind Regards, Dave Bookings to re-book, Jan 31, 12:02 AEST: Dave, I do apologise for the delay I have sent a follow up to the carrier is the freight safe to leave out for the driver at all Regards Charmaine Smart Send Dave Carney, Jan 31, 11:59 AEST: Sorry You can't expect the person to wait all day. It was meant to be picked up between 9am - 12pm. Can you please provide an ETA? Regards, Dave Sales, Jan 31, 11:31 AEST: Hi Dave Please allow the carrier to collect until close of business today. Thank you Regards Mari Smart Send Dave Carney, Jan 31, 11:30 AEST: Thanks Charmaine Do you expect an ETA? Kind Regards, Dave Bookings to re-book, Jan 31, 11:28 AEST: Dave i have sent the carrier a follow up to complete this collection Regards Charmaine Smart Send Dave Carney, Jan 31, 11:20 AEST: Hi. Pickup was meant to be between 9am - 12pm today and no one has arrived. Please advise? ThxSteve S.Smart Send
Hi Dave,
Our staff last replied to you on Friday at 3.12pm. They may not have received a response from further discussions with the carrier by the time our contacts at the carrier went home on Frida... Read more
y afternoon. The carrier's staff do not work on weekends.Similar opinion? Write a review on ieatwords.com.au!
Didn't pick up
Last night, I booked a parcel to be picked up between 9am and 12pm today. At 1pm I contacted them online (as it's the only option!) to ask where the courier was.
I received a message advising they had rebooked the pickup for this afternoon. I wrote back and said that didn't suit. When you offer time windows for people to select from, these should be adhered to.
I was then told that the driver had missed my pickup. If they didn't pickup today, did I want it picked up tomorrow. I replied that no - I needed it to go today. I was told they would...Read more
monitor it. At 4.45pm I asked what was happening and was told that they would be unable to pickup today! I have now asked them to cancel the order and refund as I won't be using them again. Let's see how long it takes to get the refund!2 comments
Steve S.Smart Send
Hi Kathy,
Can you let me know the consignment number for this review please. I would like to investigate this further.
... Read more
Hi Steve,
The consignment number was: CPANFDZ0716776.... Read more
The saga continued though - as after I was told at 4.45pm that they wouldn't be able to get someone out to me that day to pick up the parcel, I made other arrangements. At 6pm a courier turned up to pick it up! Thanks, KathySimilar opinion? Write a review on ieatwords.com.au!
Kerrie S.Sydney, NSW
- 2 reviews
Hopeless & rude!
Swane's hired them to send me a plant as an act of goodwill after a mix up so 5 stars to Swane's however Smart Send have left me sitting at home for 2 days because they can't pick up a package & deliver it. They then had the nerve to insult me because I wanted a workable tracking facility & for them to do their job! Avoid this company!
1 comment
Steve S.Smart Send
Hi Kerrie,
Can you let me know the consignment number for your shipment, I'd like to investigate this further for you.
... Read more
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Gareth O.Hunter Region, NSW
- Verified customer
Incompetent.
DO NOT USE SMART SEND!
My first and only time using them, shipping an item from Canberra to Newcastle
They were four days late picking up my package from its origin, due to their apparent incompetence. it was checked in as received at the Sydney Depot 3 days ago (the revised arrival date in Newcastle) and nothing has happened since. I am unable to speak directly to anyone on the phone, as they boast themselves as being online based, so i am stuck futilely emailing customer service with no clear answers. this company reeks of incompetence. no offers of reimbursement or compensation.
5 comments
Steve S.Smart Send
Hi Gareth,
Can you let me know the consignment number for this issue so I can investigate further please. Thank you.
... Read more
CPANFDZ0713128
I've been emailing Customer Service for 3 days straight (wed-friday) with no clear answers.
Steve S.Smart Send
Hi Gareth,
I've had a look at the ticket you've raised and as per your communication with our customer service staff, our team are trying to get responses from the carrier (Couriers Please). Unfortu... Read more
nately they are not providing timely updates or further information to us at this time as per our comments to you in the ticket. We will continue liasing with the carrier to get a response for you and will update you further in the customer service ticket.Similar opinion? Write a review on ieatwords.com.au!
peter c.Perth, WA
Deception
I did everything asked of me by Smart send,, the issue i have is prior to sending and booking the goods i was asked in writing what it was and how it was packaged i replied in detail there was no issue .. there was no issue from the pick up driver of depot or delivery driver roughly 2 weeks later smart send are try to extort a $15 dollar fee because my package did not comply,, my package was slightly beet up from being insecure in the pick up truck and delivery truck 27 kilos should be secured at all time and can do a lot of damage to itsel...Read more
f and OTHER paying customers freight,, Read your emails before replying with stupid questions you have already asked and been answered many times. Would i use smart send again or tnt,, knowingly HELL NO.. Ps im a ex interstate transport manager of 20 years so i know crap refreight when i see it,,,,,, Latest from them after i located a picture of the packed item and sent them a copy of the picture Hi Peter, Carriers don’t provide photographic evidence and you have confirmed in writing that the goods weren’t sent in a cardboard carton (only wrapped in cardboard). We won’t be discussing it further with you. You can discuss it with any other party as required and we will discuss further with them. Interest charges will continue ongoing however in the meantime. Thanks Peter.
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Wire Mesh World P.Sydney, NSW
Don't use them
Very Bad service and they have a $100 excess fee policy if they damage or lost your item, they don't care, it's your bad luck, stay away from them if you can.
1 comment
Steve S.Smart Send
Hi,
Yes that is correct we have a $100 excess for claims and this is stated on our Transport Assurance Conditions which you agree to when using our services.
... Read more
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AJXqld
- 2 reviews
Don't use this company
Twice in one week no body has shown up for the pick up time quoted, they don't book on time and now i have to wait another day. not good at all had to get time of work now 3 times this week and my boss is mad if i get the sack look out
1 comment
Steve S.Smart Send
Hi,
I am sorry to hear of the delay with collection of your goods. Can you let me know the consignment number/s for these bookings so I can investigate further please.... Read more
Thank you. Regards Steve Smart SendSimilar opinion? Write a review on ieatwords.com.au!
Christopher C.Metropolitan Adelaide, SA
Their service is pretty bad.
As a sender, I scheduled a time for my parcel to be picked up based on smartsend's online form. Jan 2 12am-4pm. The item was not picked up during this period. I raised a ticket with their help desk to follow it up. They automatically rescheduled a pickup for the next day for a time I was not home and then charged me $25 "futile fee" for not being there. After sending through countless emails to their support desk I kept getting a standard response of "you have a futile fee attached". Even though it was their mistake that the item was rebooked f...Read more
or pick up. Not a great experience and although their help desk is very prompt at replying their responses are designed to give away zero information and there is absolutely no way you can actually talk to someone directly over the phone.1 comment
Steve S.Smart Send
Hi Christopher,
I am sorry for the service issue with missed pickup on January 2nd. Can you please confirm the consignment number for your booking so I can investigate this further please.... Read more
Thanks Christopher. Regards Steve Smart SendSimilar opinion? Write a review on ieatwords.com.au!
BorisGold Coast
- 6 reviews
What a Rort
I sent a bicycle using Smart Send from Gold Coast to Melbourne, the carrier was StarTrack. The pick up and delivery went without a hitch. Two weeks after the delivery I received an email from Smart Send saying that the dimensions I had quoted were incorrect so I needed to pay an extra $14, unless I could prove that they wrong. Unfortunately my son had scrapped the box I sent the bicycle in so I have no of knowing what the actual dimensions were, but I know I am correct. Smart Send say that they have to believe StarTrack. StarTrack will not talk to me. What an absolute rort! I was not SMART sending my package with Smart Send.
3 comments
Steve S.Smart Send
HI Boris,
We have a 5 different options available for you to provide evidence if you would like to dispute a carrier's check on under-declared weight/dimensions. Also this is a check done by the carr... Read more
Thanks. My son didn't discard the box as I thought he will send me the measurements when he returns home.
Steve S.Smart Send
Ok great thanks Boris. If you can reply to us via the accounts email you received we can follow this up with the carrier for you.
Regards... Read more
Steve Smart SendSimilar opinion? Write a review on ieatwords.com.au!
ShaneCanberra 2600, ACT
Lost in transit
Goods were purchased on 10 Dec through an Ebay store, ETA 13-16 Dec. It is now 20 Dec and no goods, with the SmartSend contact repeatedly stating they are looking for the package at the depot. For 3 days.
Under Australian Consumer Law consumers are entitled to Services which are:
-Fit for purpose
-Performed with due skill
-Conducted in specified time (or a reasonable timeframe)
Not quite sure how many of those conditions have been met during this transaction, considering that the service has not provided the goods, the company has not provided...Read more
1 comment
Steve S.Smart Send
Hi Shane,
Can you let me know the consignment number for this booking so I can look into this further for you.
... Read more
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Questions & Answers
Donnaasked
Why is it that as a receiving customer I have tracking information but then it keeps saying 'Could not deliver today, will deliver tomorrow' 'Your parcel is with Fast way courier and ready for delivery' then has full name, address and phone number as the 'company info. I call that number thinking it's the courier but ends up just being a normal person who is also waiting on a delivery??
1 answer
Steve S.Smart Send
Hi Donna,
Can you let me know the consignment number for this delivery or if have lodged a ticket with our Customer Service Dept at [email protected]?
Regards
Steve
Smart Send
Jasonasked
Can anyone please tell me why a package that was supposed to be sent last week has no tracking information whatsoever?
This is a chrismas present, will i be recieving this in time?!?!
QJ0000387381
1 answer
Steve S.Smart Send
Hi Jason,
It looks like the goods have not been despatched by the sender as yet. Please contact the sender regarding the matter as we can't provide tracking information until the goods are in transit.
Thank you.
Regards
Steve
Smart Send
Artin toysasked
Hi .this is peiman from mandurah, WA
I ran a business as artin toys company during this month and I was wondering to contract with your company as third party .how can i give your prices and what do i do for put a contract with you?
Sorry my english is not good .
My phone is 0413415572
My email is : [email protected]
1 answer
Hi Peiman, best thing to do is contact Smart Send on email or phone and they will take care of your request for correct information and service needs. Good luck! :D
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Steve S.Smart Send
HI Kelly,
I am sorry for the delay you have experienced. Can you let me know the consignment number for your shipment so I can investigate further?... Read more
Thank you. Regards Steve Smart Send