Review Time
The delivery driver was unwilling to assist with my heavy concrete top table. I mentioned that I had a flat trolley and asked if he could help me lift and wheel the parcel to my front door, as I couldn't move it myself. He simply said no and left the foyer area. Essentially, it was not delivered to my door but left at the entrance of the foyer. Extremely disappointing service from a lazy individual.
The driver exhibited unprofessional behavior by simply dropping off the car tyres. By the time I stepped outside, he had already placed two tyres on the front verandah. I asked him to move them to the garage instead. Although he did put the other two in the garage, he refused to relocate the first two and was rude and confrontational, insisting it wasn't his responsibility and that he only needed to leave them outside. I have video evidence from my doorbell camera that captures his disrespectful attitude. I also spent 20 minutes on hold with their customer service without any response.
The driver was unprofessional and disrespectful, simply dropping off car tyres. Before I even went outside, he had already left two tyres on the front verandah. When I asked him to place them in the garage, he did move the other two but refused to relocate the first two from the verandah. His attitude was rude and confrontational, claiming it wasn't his responsibility and that he was only meant to leave them outside. I have video evidence from my doorbell camera that captures his arrogant demeanor. I was on hold with customer service for 20 minutes with no response.
My experience was far from satisfactory. An item purchased in Victoria for delivery to Queensland was picked up on November 18th, with a promised delivery by the 21st according to the service's website. However, by the 20th, there were no updates on the tracking. A call at 5:45 PM revealed that it hadn't been picked up due to the seller not providing it to the service. After contacting the seller, they claimed it had been handed over. On the 21st at 6 AM, it finally scanned in Brisbane, but by 4:45 PM, it still hadn't been delivered. When I called again, I was told that they don't scan interstate deliveries, contradicting their website's claims. Now, my package is further away, and it seems I won't receive it anytime soon.
My parcel went missing right from the start with the delivery from Melbourne to Adelaide for a car part. It was picked up in Melbourne on the 17th with a promised delivery by the 19th, yet it never arrived. Trying to track the order was a nightmare, with hold times reaching 67 minutes and no replies to emails. Finally, after 9 days, the order was found and marked as delivered. I will now always check if a company uses this service before making a purchase.
We utilize this service for our business to send orders to customers, and I find it to be quite fast, dependable, and effective. While customer service could use some improvement, logistics is complex, and it's tough to keep everyone updated all the time. They typically meet their expected delivery times for long shipments to Perth, though sometimes it may take an extra day. But considering the distance from Sydney to Perth, a day extra seems reasonable.
Once again, I felt disheartened to see this service being used for delivery. They lack communication, deflect responsibility, and their customer service is inadequate, offering no solutions or support—just repetitive procedures. I recommend improving communication with partners, as this level of service is not acceptable.
My parcel arrived as scheduled, and the driver from the local service was very friendly, leading to a pleasant interaction. I had been reading negative reviews and was worried about the timeliness of my delivery, but it arrived on time. Living 23 kilometers from town, I have no complaints about the service.
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Direct Freight Express is Australia's largest independent freight company, with over 60 depots across Australia.
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