smartsend.com.au

Item was for two parcels from Melbourne to SA. items were delivered to SA DEPOT- then one parcel somehow managed to get misdirected to SYD. i then contacted smart send to ensure they would leave item in SA so the customer could collect at 4pm via email, smart send confirmed at 4.. at 6pm item was loaded on truck and sent back to Melbourne.

the worst customer service i have ever experienced. at not one point have the adequately serviced my emails, or the actual delivery of these goods.

Pre-booked 28/5/19 to send a parcel and to be picked up on the 29th/5/19 between the hours of 12pm to 4pm. I waited all afternoon and courier never arrived. No phone number to call smart send so only way was a email enquiry. When i made contact they told me the idiot courier came 9.08am and no one was home, umm i suppose he don`t know how to read English, there was a reason why i booked it for in the arvo. They appoligize and ask to re-schedule for the following day, i agree, surely they wont stuff me around 2 days in a row? Well yes you guessed it, they never showed, i spent my afternoon emailing smartsend asking where the driver was? Now im forced to take my item to Australia Post and make sure its sent once and for all. I have been a casual customer for smart send and never had any issues until now. I wont use them again. Stay clear of this company, pay a bit more and make sure your item gets picked up and delivered!

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!

Booked and paid for a package to be shipped to QLD from NSW on Monday. They never showed up. Re-booked to have the parcel collected Tuesday. Again no show. It's now Thursday and 'Smart Send' do not have a contact phone number, only an email in which I get the generic response of 'We are looking into it's and 'We will have someone contact you' and it hasn't happened.
My customer has now cancelled the order because of this time delay in getting to them and this has cost me a lost sale over $100 and a scammed $32 for postage. I've contacted the ACCC and am forwarding them the proof now.

Package states due to be delivered 4 days ago, the package went from Sydney to nowra... Past wollongong where I live. After contacting the company they say will be here today. No phone number to talk to someone. Now they want descriptions ect which indicates they don't know where it is.

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.

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.

Left a very positive review previously, but last courier SSD001163001, a sink was broken on delivery, asked for insurance claim then was told Smartsend can't list all items in black and white.

From Director Chris Madden
"I’ve discussed this matter with our cover provider, they believe a sink or a basin is simply the same thing by a different name....Unfortunately we can not list every items"

I believe sink is different from a ceramic basin, smart send has used all the excuses on not progress with their insurance and still asking their customers to pay for insurance when you check out.

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!

I use Smart Send daily for receiving / sending of goods but every time I nominate Allied Express as carrier
I have a problem have had two pick ups one two weeks ago one 10 days ago from Melbourne to Adelaide
and still have not received my consignments Absolutely hopeless and you are unable to talk to anyone has to be done by email Smart Send should take Allied Express of their carrier list It is a joke when using allied express thru Smart Send

Picked up Monday am Sunny Coast delivered Tues am Sydney--wow how good is that --tracking system superb - they just get better
they use Couriers Please --1st class
can't say enough about them
BRILLIANT

Despite being informed the goods were delivered and left inside the door (to a local council with over 1000 workers) and that they didn't get a signature, I've been chasing this for a week and the poor client has walked all over the council grounds looking- only to discover it had never been collected.

* Job booked via Smartsend website last Friday for a Monday pickup
* Website allowed pickup location selection and I paid as part of the booking process.
* THe pickup window they allow their drivers is 4 hours. Between 12 midday and 4pm. Plenty of time.
* I contacted the business at the pickup address because they close at 2pm. They generously offered to leave a staff member there for two hours longer than closing time specifically to wait for the courier and hand him the package.
* Monday arrives and every hour from midday I contacted the pickup address to ask if the package had been picked up.....Answer was no.
* 4pm arrives, poor staff member says the package has not been picked up, apologies and leaves for home.
* I contact Smartsend and ask what is going on. I explained that I booked Friday for a Monday pickup, they had plenty of notice and the driver had a full 4 hour window to pick up the package.
* Response was "Hi, sorry for the delay, can we book this for tomorrow?"
* I said yes and explained to them clearly that the company at the pickup address specifically left someone there to hand over the package and they wouldn't be doing it again so it needs to be picked up prior to 2pm
* They said "we will monitor the package, no guarantees"
* I said "If you cant guarantee the package will be picked up before 2pm, elevate this job to management or someone who has authority to do so"
* Bear in mind this is all done via email, they will never call you so they dont have to take any real responsibility. I offered my phone number numerous times
* A different girl responded saying "Hi,
We do apologise for the delay we have rebooked this collection for today and will ensure that the
goods are collected today, thank you. We will advise the carrier the goods are to be collected
prior to 2.00pm. Thank you.
* Again I continually asked the company sending if the package had been picked up.....no was the response.
* At the same time I sent Smartsend emails asking if it had been or was being picked up, to be told "we will monitor this for you"
* 2pm rolls by and again failure to pick up.
* My last message to smartsend then receives the response" Hi,
The courier has advised that Unfortunately this is an outside serviced area and they cannot collect.
We will need to cancel this booking. Thank you"
* I then inform them how pitiful their customer service is and the fact that I booked last Friday to give them plenty of time and they had 2 days both with 4 hour pickup windows AND they took my money Friday. The package was supposed to be here for the coming weeknd. It is now urgent.
* I made the booking through the smartsend website. It accepted the pickup address. If it was outside their pickup range why is the address listed when you put in the postcode and it autofills the address? Why was there no warning of it being a no pickup area??
* Response: HI,
How are you. Unfortunately it's the carrier's system. Our site obtains quotes from their system and it approved the quote. Then later when we query why the pickup hasn't occurred they advise us it's not serviceable. This is a rare occurrence but can occur sometimes with Fastway bookings unfortunately. We're happy to direct you to their I.T team to discuss further if required.
If you need to get the goods away, you can complete a new booking on our site, just ensure it isn't the same quote as you chose before or it will be with Fastway again.
Sorry again for this inconvenience Dean. We will organise the refund shortly
* I replied with "I have paid for this service through your website which accepted the job. Why don't YOU call the courier IT team and sort it out. I paid you this is your responsibility for accepting the job.
* Response on WEDNESDAY morning "Good Morning Dean,
I am sorry, we can not make the driver came outside their serviced area for 1 pickup. This has been cancelled and refunded for you now.
Regards
* So its now Wednesday. THe package I booked on Friday and was accepted through the smartsend website sits at the pickup address and they have just washed their hands of it and refunded the money. Funny they charge all sorts of fees for cancellations etc.., blame everything and everybody but themselves, never communicate outside of emails where they can hide easily and completely shun responsibility or even offer to attempt to help. Worst customer service experience I have ever had. IF you are looking for a personalised, helpful courier service be warned, do not use this one.

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 customer service or transport services that could be described as with due skill, or within the specified or reasonable timeframes.
Happy to edit this if SmartSend decides to conduct its services in a professional, successful and swift manner.

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.

They are a agent of other courier company
No commutation
Order a pick up paid them online
still 3 day passed still package has not been pick up
Summited form online this waiting for a response
Tried calling fastways company which is the company on the con note for pick up
been on hold with fastways for an hour , they told me that need to smart send to order a pick up

Terrible company please use some one else
save your time guy

Booked a month ago from Melbourne to Sydney. Still, they have no idea where the parcel is. Would not recommend to anyone. ANd there is no contact phone number anywhere on the website for a first point of contact

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.

Pickup was a day late, delivery two days late. Two days taken off work wasted. Zero apologies, zero accountability. They hide behind an email address, they wont speak to you. Plenty of alternatives, do not waste your time.

My parcel was picked up in Rosebud, Victoria three weeks ago and only needed to travel 120+ km's to Hidden Valley, Victoria 3756. The parcel was sent to Hidden Valley, NT, even though the parcel clearly states Hidden Valley, Victoria 3756. The senders and my phone number are listed on the label, if Smart Send were unsure, all they needed to do was call one of us to confirm details. [name removed] (Smart Send) has advised my parcel would be delivered within 48 to 72 hours several times, totally fake and makes Smart Send look incompetent. Smart Send still do not know where the parcel is, or when this parcel will be delivered and NOW blame Christmas for the delay. I will not use this company ever again, they have no idea what they are doing. [name removed] their Director states 'more parcels do go missing this time of year'. How parcels being tracked can go missing is beyond me.