I have now experienced delivery issues with Mainfreight twice within a short period, and the consistent problem has not been delay alone — it has been the complete lack of communication and transparency.In both cases, tracking remained stuck in “In Transit” for extended periods with no meaningful updates. When enquiries were made, there was either no response or very vague information. Neither I nor the seller were able to obtain clear answers about the item’s location or expected depot arrival timeframe.Delays can happen. That is understandable.What is not acceptable is:No intermediate updates.No explanation of how linehaul freight tracking works.No estimated timeframe when asked.Escalation only after repeated follow-ups.Courier becoming unresponsive until cancellation pressure was applied.In one instance, the item was only “found” after the order was cancelled and a refund was initiated. That reflects serious internal tracking or communication issues.A delivery company’s service should not be judged solely on whether the product eventually arrives. It should be judged on:TransparencyResponsivenessAccountabilityClear communicationIf Mainfreight had simply explained that the freight was in a consolidated linehaul container and provided a realistic depot arrival window, the experience would have been completely different.Instead, the lack of communication created unnecessary stress and frustration.Until tracking visibility and response standards improve, I cannot consider this an acceptable level of service.
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Mainfreight Limited is a listed-New Zealand logistics and transport company headquartered in Auckland.
