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a.davis12
- 2 reviews
- 2 likes
long time customer lost
I've been using smartsend semi-regularly for about 5 years now and have usually had a pretty good experience. In the last 6 months however Smartsend and their subcontractors have dropped the ball.
On 5 occasions parcels were not collected on the day booked or within the timeframe selected, in one instance it was time critical and i had to drive across the city at 1am to deliver the package myself, on another I had provide a screenshot of my CCTV to demonstrate that the courier had not in fact attempted collection.
The latest issue is more con...Read more
cerning, on four occasions now I have been sent invoices for 'under declaring' the size of the packages being sent. The first two I paid, thinking that i was having a bad day and potentially made an error. The last two however i made particular effort to ensure measurements were correct, even photographing the tape measure before collection. I made my concerns known, and provided the evidence to them but was met with a brick wall. As of last night they charged my credit card without my authority, which is concerning as they should not have it recorded on file. I have started charge back proceedings with my bank and am reviewing all previous charges with them in case I need to cancel them too.3 comments
Hi Steve, you sent me two short and unhelpful emails yesterday, you know the consignment number.
Steve S.Smart Send
Hi,
I don't know who this is? If you can advise the consignment numbers I can look into this further.
... Read more
Regards Steve Smart Send
Similar opinion? Write a review on ieatwords.com.au!
Terrible company
Multiple dealings with this company and I'm also a VIP member. I've had 2 cases of lost and undelivered goods in a few months span. They may be cheap but their service is cheap too. Don't trust this company, not worth the headache
1 comment
Steve S.Smart Send
HI Wu,
Can you let me know the consignment numbers where you've had issues so I can investigate for you. Thank you.
... Read more
Regards Steve Smart Send
Similar opinion? Write a review on ieatwords.com.au!
Sam MAU
- 5 reviews
Why bother even contacting them, pathetic service, unreliable, no resolution
9K0000001526
Of course i'll start with the con #. After booking, paying and providing everything as required I am into the 5th day of trying to have a parcel collected from metro sydney. I'm sure everyone loves just waiting around for a pickup, we followed your rules and are getting no where, 3 failed attempts at pickup and absolutely no resolution make me wonder why i even bothered. 15 emails and promises of "well keep an eye on it" are just ridiculous. Happy to be given an update at anytime.....
2 comments
Steve S.Smart Send
Hi Sam,
Please accept our apologies for this issue and inconvenience. I can see by the ticket discussion the carrier Fastway has let us down on multiple follow ups. We have refunded the freight charges and apologise again for this issue.
... Read more
Thankfully I only wasted 5 days on following this up, 19 emails, 2 phone calls, a very upset sender and just a miserable failure of a system. In positive news I re booked with Pack and Send on the 19/... Read more
2/19 at 8pm, it was collected at 11:20am on the 20/2/19 and delivered to my door in country NSW today at 1:12pm. I can highly recommend Pack and Send as an online courier, Smart Send - never again.Similar opinion? Write a review on ieatwords.com.au!
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Waiting for serviceMelbourne
Will not escalate a complaint to the complaints team
Smart Send have failed in delivery expectations and their customer service but that can happen in any firm. The issue that really frustrates is that Smart Send will not escalate my complaint to the complaints team - I have now sent 4 emails thanking the Smart Send representative for their email but asking to have the matter escalated to the complaints team. Perhaps number 5 will be successful. Never trust a firm that is afraid to escalate a matter to their complaints team!!!!!!!
6 comments
Steve S.Smart Send
Hi,
Can you let me know the consignment number for your booking so I can investigate further for you.
... Read more
The number is CPANFDZ0633720
I look forward to finally hearing from the complaints team.
Thank you
Steve S.Smart Send
Hi Anton,
I have reviewed the ticket raised with Smart Send. The booking had a 1-2 business day delivery timeframe. The goods were picked up on the correct pickup date from the sender (22nd January... Read more
) and delivered to you 2 business days later on 24th January at 9.05am. This is within the delivery timeframe for this booking.Similar opinion? Write a review on ieatwords.com.au!
ScottBBrisbane
Great Support and Service -- Do the Best Possible to Deliver
Smart Send utilise a range of couriers, which they provide discounted prices on to suppliers who sign up to them. So they're not a courier themselves, but they have some clout with courier networks (which is great for smaller suppliers who may not be considered that important). Where there have been problems with a particular delivery, Smart Send replies to emails are generally within 5 mins and they're on top of the courier applying pressure and to try and ensure the best outcome. I couldn't ask for more. Couriers will always be hit and miss, but having Smart Send on your side to apply a bit more pressure, that I find re-assuring.
1 comment
Steve S.Smart Send
Thanks Scott. We're glad we can be of assistance.
Regards... Read more
Steve Smart SendSimilar opinion? Write a review on ieatwords.com.au!
PaulSydney
Disappointed
Very disappointed, have used Smartsend for years but not any more. We paid a premium rate for next day delivery pickup Friday, delivery Monday. Queried Smartsend as courier had not picked up by 4pm Friday was told he was still coming. Stayed in the office til 8pm no courier. Courier picked up Monday & delivered Tuesday. Requested a part refund of the fee as we did not receive the service we paid for but Smartsend refused to refund the portion of the fee that was for overnight delivery. Smartsend have since agreed to a part refund
1 comment
Steve S.Smart Send
Thanks Paul. Sorry for the initial service issue with the carrier and happy we could resolve the situation for you.
Regards... Read more
Steve Smart SendSimilar opinion? Write a review on ieatwords.com.au!
TOP SHELF SERVICE
Easy to book on line /picked up as stated/
Good old fashioned service No Hassels / No dramas great to deal with.and easy to follow transport of goods from Perth to Yass NSW
Smart send is the way to go
Thanks for great service once again
Danny
Perth WA
1 comment
Steve S.Smart Send
Thanks Danny. Appreciate the feedback.
Regards... Read more
Steve Smart SendSimilar opinion? Write a review on ieatwords.com.au!
FaridaHOBART
- 4 reviews
- Verified customer
No pick up
Booked. Got Consignment note to stick on Box. Date & Time were organised. No one came. No one called. They were so quick in claiming the payment though, same day!!!!
They don't have phone for us to call?
What kind of business is that?
1 comment
Steve S.Smart Send
Hi Farida,
Can you let me know the consignment number for your booking so we can investigate this pickup issue with the carrier further please. Also you can lodge a ticket with Smart Send via the 'Cu... Read more
Similar opinion? Write a review on ieatwords.com.au!
SharonMelbourne
- 2 reviews
- 2 likes
Products were damaged and returned back to me.
I sent jars which I wrapped in bubble wrap. Box was returned to me in a new box and two of the jars the were dented and all the fluid leaked out. When I asked for a explanation of what happened got told the depots are too busy. But someone has repacked the box as my original box has disappeared. Got told cos it was good nothing they could do about it. The box must of been handled poorly if the depot repacked it in a new box.
3 comments
Steve S.Smart Send
Hi Sharon,
I am sorry to hear of this issue with your shipment. Can you let me know the consignment number for the shipment so I can look into this further?
Thank you.... Read more
Here is the connote number CPANFDZ0617563
Steve S.Smart Send
Thanks Sharon. I have reviewed this and can see some of the product was damaged in transit by the carriers and returned to you. At this peak time of year before Christmas there is an increase in ser... Read more
vice issues (e.g. damages, lost goods, etc) unfortunately as the carriers and their systems struggle to handle the extreme volume of goods being transported. I apologise for this issue and will respond to you in the ticket shortly also. RegardsSimilar opinion? Write a review on ieatwords.com.au!
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jskBrooklyn
- Verified customer
Waste of time and money
They failed to pick up the parcel for 2 days and as result i had to cancel booking and pay premium to send it via Express Post.
3 comments
Steve S.Smart Send
Hi Jsk,
Can you let me know the consignment number for your booking so I can investigate further. Thank you.
... Read more
LF0000708398
Steve S.Smart Send
Thank you. I have reviewed the issue on this booking and unfortunately it comes down to the carrier used (Fastway) struggling with extremely high pickup and delivery volumes at this time of year. We... Read more
apologise for this issue and have refunded the charges for this shipment as per your request via the customer service ticket lodged. Once again please accept our apologies for this issue.Similar opinion? Write a review on ieatwords.com.au!
St KalBrisbane
- Verified customer
Courier didnt show up ontime 1 out of 3 times, closed account when they asked me to pay for the buye
Package was picked up late many times had to wait for nothing.
When I sold something overseas, they made me pay for the import duties. When I said I am not paying as it is the buyers responsibility, they wouldn't take no for an answer. They blocked my account. Stay away from them. I recommend you finding another courier company thats more reputable.
1 comment
Steve S.Smart Send
Hi, can you let me know the consignment number for the missed pickup and the import duties issue so we can look into this for you. Thank you.
Regards... Read more
Steve Smart SendSimilar opinion? Write a review on ieatwords.com.au!
- Verified customer
Very helpful
A great company to deal with. A number of their friendly staff went out of their way to keep me up to date on the status of my parcel, on the weekend!! Talk about above the call of duty.
Kudos to all at Smartsend
1 comment
Steve S.Smart Send
Thank you Stevo, glad we could be of assistance at this trying time of year.
Regards... Read more
Steve Smart SendSimilar opinion? Write a review on ieatwords.com.au!
Review collected in partnership with Smart Send
Jibbi
- 3 reviews
- 2 likes
- Verified customer
No one contact, no contact number, very slow service unreliable, do not use it
I order to pick up over week end to pick up Monday, when I check with tnt as the invoice show, the tnt has no cue about the quote number and told me the no. Is not exist as no arrangement for pick up for sure!!
3 comments
Steve S.Smart Send
Hi Jibbi,
Can you let me know the consignment number and I will investigate further for you. Thank you.
... Read more
Oh.. the problem is now fix very quick.. thank you
Steve S.Smart Send
Ok great to hear Jibbi. Thank you.
Regards... Read more
Steve Smart SendSimilar opinion? Write a review on ieatwords.com.au!
ColBrisbane
- 2 reviews
- 1 like
Unreliable & appalling service
I have been waiting for a delivery unfortunately all i am seeing is since it arrived in Brisbane 14th November {Your parcel is at the 'Brisbane' depot ready for delivery in the next available cycle.999} this is really frustrating, if this company cannot provide the service required why on earth as they still being utilised. Last communication was this items ins now under investigation. After 24 hrs of dealing with smart send and fast ways FAST WAYS no change.
Contracted courier company is a joke. Lack of communication between both companies.
Never again buyers please beware...
1 comment
Steve S.Smart Send
Hi Col, can you let me know the consignment number for this issue so I can investigate further. Thank you.
Regards... Read more
Steve Smart SendSimilar opinion? Write a review on ieatwords.com.au!
CrinoidMelbourne
- 9 reviews
- Verified customer
Next Day = Next Week
Next Day paid for and ends up Next Week!! Costing the Retailer a sale in the process!! BEWARE
My parcel was collected and paid for as a next day delivery on Monday the 12/11/2018, No parcel all day Tuesday 13/11/2018 (the Next day), No parcel all day Wednesday. I rang the sender midday Thursday 14/11/2018 and he finds out they lost my address some how. It was there when they picked it up and affixed a label to the parcel he told me, but they sat on the parcel for almost 3 days with no thought of contacting anyone.
The parcel was finally loa...Read more
3 comments
Steve S.Smart Send
Hi Crinoid,
Can you let me know the consignment number for this issue so I can investigate further. Thank you.... Read more
Regards Steve Smart SendThe SmartSend consignment number is 1D0000181185, the Fastway consignment number is CCA1001572074. The parcel was finally delivered to me on the 20/11/2018 and not Returned. The Sender, Parkdale Cash ... Read more
Converters, requested me to accept the item and not risk it possibly being lost when an attempt was made to return it to them. I reluctantly agreed, at this point I only wanted a full refund. Cash Converters Parkdale has lost well over $150 because of this debacle, they did the right thing by me by discounting the item greatly for the aggravation and also wore the Shipping costson top of this.Steve S.Smart Send
Ok thanks Crinoid. I will have our Operations Director take a look at this via the ticket you lodged and get back to you via our Customer Service ticket.
Regards... Read more
Steve Smart SendSimilar opinion? Write a review on ieatwords.com.au!
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Maria A
- 2 reviews
- Verified customer
I LOVE Smart Send from customer service to prices. I won't use any other company.
As an e-commerce store I have used various freight forwarders. I use Smart Send for 99.99% of my parcels. Regional is the challenge with ANY freight co. Customer service is superior. Within 15 mins my emails are answered. So thrilled to have Smart Send and their couriers represent my business
1 comment
Steve S.Smart Send
Thanks Maria. We appreciate your feedback and glad we can be of assistance for your business.
Regards... Read more
Steve Smart SendSimilar opinion? Write a review on ieatwords.com.au!
Review collected in partnership with Smart Send
- Verified customer
Missing Delivery - resolved
I'm sorry for the inconvenience the issue has been resolved. A member of staff had moved the parcel to an out of the way location which was not found till much later.
1 comment
Steve S.Smart Send
Ok great thanks for the update Ash.
Regards... Read more
Steve Smart SendSimilar opinion? Write a review on ieatwords.com.au!
- Verified customer
Unbelievably unreliable
Not collected twice on the booked days. We arranged the items to be ready last week only to find they were not picked up on the scheduled day due to the pick up location being outside their serviced zone. You think this would have been mentioned at the time of the initial booking. We were not informed about this either, we had to chase up why it wasn’t collected ourselves. A new pick up location was booked for Monday and confirmed as within the serviceable area yet we were given no time parameters for when collection would occur on the day. For...Read more
the second time, the courier never arrived as per our booking. We were given no reason or apology again as to why, it was left to us to chase up. Absolutely terrible service. Do not use if you want reliability. We have been hugely inconvenienced by something that should be so simple. Here’s hoping our items actually turn up!1 comment
Steve S.Smart Send
Hi Kate, can you let me know the consignment number so I can look into this further. Thank you.
... Read more
Regards Steve Smart SendSimilar opinion? Write a review on ieatwords.com.au!
DetsecAdelaide
- 3 reviews
- Verified customer
Still hopeless..
Booking made at 948 Am, Clearly shows on tracking and all paperwork a 12-4 Pm Pickup required.. A week later, no parcel delivered. VERY VERY ANGRY CLIENT. Go tot the trouble of tracking down consignment and tracking numbers as I'm working away from Office.. Tracking shows an attempt to pickup at 1016am.. Same day as booking.. A Clear 1 hour & 44 minutes before schedules time.. Why some will say that's great.. It would be if the parcel was ready and at said address at the time they came, however it wasn't there till 1130 in plenty of time for ...Read more
the booked 12-4 pickup.. No notification, no nothing from Fastway or Smart send.. Simply not good enough.. QJ0000349444 as I know you will ask. I've now requested immediate pickup and overnight delivery at your expense.. But bet you won't be bothered, clients come last it seems.. it seems every time we use you guys you stuff it up.. 4/4 wrong so far.. Won't be using you again. and certainly won't be recommending.2 comments
Steve S.Smart Send
Hi Brook, please accept our apologies with the issue on this booking. We will be discussing this with management at Fastway Couriers.
Regards... Read more
Steve Smart SendNot good enough. As expected smart send weren’t open to anything. No overnight. Package when finally picked up took another 3 days to arrive. Absolute shiteful service. Even Australia post could do ... Read more
it better and that’s a really hard thing for anyone to say. Just removed smart send and fastway from our 2 companies courier listing. Never to be used again. Highly suggest others take heed of the reviews similar to mine. Find a courier that does it better than these incompetents.Similar opinion? Write a review on ieatwords.com.au!
- Verified customer
Deceptive practices
Boxes picked up and delivered no issues. 6 weeks later i get a bill showing my boxes were over the size I listed and an extra bill. Not the first time this has happened. The measurements were so far off mine to be ridiculous. But as I have only a photo of weight and not measurement of all dimensions they got me again. Cheap prices? but deceptive practices..
1 comment
Steve S.Smart Send
Hi Sam,
Can you let me know the consignment number for your booking please?
... 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,
Thank you. Regards Steve Smart SendCan you let me know the consignment number/s for this comment so I can investigate further.
... Read more