So delivery commenced in another state, the recipient address has a unit number and street address, the street address was initially recorded incorrectly which is where we begin. I receive a text msg stating an attempt was made to deliver my parcel but no one was home. (I was home all day and could see out my window, no Toll Courier ever arrived) I am advised to take the non delivery card to a local 7Eleven where Toll have a delivery locker. I have no card but I travel to the 7Eleven and call the 1300 number to get my PIN code for access. I am asked for a consignment number and offered a 4 digit pin for access but this is wrong as the locker requires an 8 digit pin for access. After a discussion with Customer Service I am advised not only has the driver scanned my parcel incorrectly but has also attempted to deliver to the wrong address. I am advised of the wrong address. I drive to the wrong address and my non delivery card is in the mailbox, I retrieve the card. I am confused as to why the driver attempted to deliver to this address as there is no Unit number, it's just a free standing house, surely the driver would have thought to call the distribution centre to confirm the address as clearly something was wrong, but no that didn't happen. So for the next 7 days I am on the phone with Toll customer service 4 x times a day to get updates on how to rectify this problem so I can gain access to the locker and retrieve my package. Every time I call Toll I am given different information even though I provide the same REF number each time and continually ensure the delivery address has been corrected. The frustration was beyond belief. The PIN system needs to have a backup plan where perhaps a Generic 8 digit Pin can be provided if the driver made a scanning error. The recipient would simply need to provide ID. It's a simple solution to a massive system problem. After 7 days and a non collection the parcel was returned to the depot. In the interim I had sent a complaint letter via the Toll website which prompted a response from the out of state office. The customer service rep was very embarrassed as to the string of errors I was subjected to and immediately took over the problem. Once that happened I had my parcel within 24 hours. So for an overnight delivery, it took 7 days and constant miscommunication. I have no issue with Toll Customer Service, they were very friendly and helpful, the problem lies within an inefficient system that is vulnerable to human error and a gross lack of communication that of course is going to lead to customer dissatisfaction and a massive loss of business. Albert Toll would be rolling over in his grave.
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