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Reviews

4.1

1,386 reviews
5
(984)
4
(101)
3
(5)
2
(18)
1
(278)
  • Sender or ReceiverSender (68%) · Receiver (32%)
  • Delivery Time
    • Never Collected (21)
    • Never Arrived (15)
    • On Time (9)
    • Unacceptably Late (9)
    • Late (6)
    • Early (2)
  • Delivery Arrived in Good ConditionYes (52%) · No (48%)
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Reviewer Photos & Videos

a.davis12

a.davis12

  • 2 reviews
  • 2 likes

long time customer lost

published
3 comments
Smart Send
Steve S.Smart Send
a.davis12
a.davis12

Hi Steve, you sent me two short and unhelpful emails yesterday, you know the consignment number.

Smart Send
Steve S.Smart Send

Terrible company

published

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
Smart Send
Steve S.Smart Send
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Sam M

Sam MAU

  • 5 reviews

Why bother even contacting them, pathetic service, unreliable, no resolution

published

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
Smart Send
Steve S.Smart Send
Sam M
Sam M
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Will not escalate a complaint to the complaints team

published

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!!!!!!!

Sender or ReceiverReceiver
6 comments
Smart Send
Steve S.Smart Send

The number is CPANFDZ0633720
I look forward to finally hearing from the complaints team.
Thank you

Smart Send
Steve S.Smart Send
ScottB

ScottBBrisbane

Great Support and Service -- Do the Best Possible to Deliver

published

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.

Sender or ReceiverSender
1 comment
Smart Send
Steve S.Smart Send
Paul

PaulSydney

Disappointed

published

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

Sender or ReceiverSender
1 comment
Smart Send
Steve S.Smart Send

TOP SHELF SERVICE

published

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

Sender or ReceiverSender
1 comment
Smart Send
Steve S.Smart Send
Farida

FaridaHOBART

  • 4 reviews
  • Verified customer

No pick up

published

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?

Sender or ReceiverSender
1 comment
Smart Send
Steve S.Smart Send
Sharon

SharonMelbourne

  • 2 reviews
  • 2 likes

Products were damaged and returned back to me.

published

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.

Sender or ReceiverSender
3 comments
Smart Send
Steve S.Smart Send
Sharon
Sharon

Here is the connote number CPANFDZ0617563

Smart Send
Steve S.Smart Send
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jsk

jskBrooklyn

  • Verified customer

Waste of time and money

published

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.

Sender or ReceiverSender
3 comments
Smart Send
Steve S.Smart Send
jsk
jsk

LF0000708398

Smart Send
Steve S.Smart Send
St Kal

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

published

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.

Sender or ReceiverSender
1 comment
Smart Send
Steve S.Smart Send
  • Verified customer

Very helpful

published

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

Sender or ReceiverReceiver
1 comment
Smart Send
Steve S.Smart Send

Review collected in partnership with Smart Send

Jibbi

Jibbi

  • 3 reviews
  • 2 likes
  • Verified customer

No one contact, no contact number, very slow service unreliable, do not use it

published

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!!

Sender or ReceiverSender
3 comments
Smart Send
Steve S.Smart Send
Jibbi
Jibbi

Oh.. the problem is now fix very quick.. thank you

Smart Send
Steve S.Smart Send
Col

ColBrisbane

  • 2 reviews
  • 1 like

Unreliable & appalling service

published

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...

Sender or ReceiverReceiver
1 comment
Smart Send
Steve S.Smart Send
Crinoid

CrinoidMelbourne

  • 9 reviews
  • Verified customer

Next Day = Next Week

published
Sender or ReceiverReceiver
3 comments
Smart Send
Steve S.Smart Send
Crinoid
Crinoid
Smart Send
Steve S.Smart Send
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Maria A

Maria A

  • 2 reviews
  • Verified customer

I LOVE Smart Send from customer service to prices. I won't use any other company.

published

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

Sender or ReceiverSender
1 comment
Smart Send
Steve S.Smart Send

Review collected in partnership with Smart Send

  • Verified customer

Missing Delivery - resolved

published

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.

Sender or ReceiverReceiver
1 comment
Smart Send
Steve S.Smart Send
  • Verified customer

Unbelievably unreliable

published
Sender or ReceiverReceiver
1 comment
Smart Send
Steve S.Smart Send
Detsec

DetsecAdelaide

  • 3 reviews
  • Verified customer

Still hopeless..

published
Sender or ReceiverSender
2 comments
Smart Send
Steve S.Smart Send
Detsec
Detsec
  • Verified customer

Deceptive practices

published

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..

Sender or ReceiverSender
1 comment
Smart Send
Steve S.Smart Send
Page 4 of 70
See all Smart Send reviews

Questions & Answers

Donna

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
Smart Send
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

Jason

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
Smart Send
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 toys

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
Clive
Clive

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

Get an answer from our members and Smart Send representatives

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