Without a doubt, the worst customer service responses I have experienced in the entire year of 2020.In response to repeated inquiries (via the website, via email and via telephone) as to why a parcel has been sitting in Toll’s Botany depot for 4 days without progress, this is the latest in Toll’s customer service response.The call centre, located in Manila, repeatedly deflected my question put to them, which was “would you please explain to me why the parcel is not moving out of the depot despite being scanned once per day at that same location, and I can see that on Toll’s tracking system?”.The responses ranged from “can you describe the parcel?” (a cardboard box inside plastic courier bag - and as I am the recipient, not then sender, I obviously haven’t seen it in the first instance - and how that helps differentiate it from the many other box inside plastic courier bag seems to be lost on the call centre person), “what is inside?” (Is the suggestion that Toll is going to start opening up random courier shipments to find my parcel?), to the most ridiculous one so far - “we have an investigator” (who I finally established is in Manila) “looking for the parcel since yesterday” (which is in Sydney).When I did finally tease out that the investigator is in Manila and I asked what that investigation involves (obviously not looking for the parcel) the response was “they sent an email”. Cleary, that’s going to solve things.Every response was designed to deflect the question, and buy Toll more time. The level of half truths offered up as apparent answers was appalling.Further, the call centre responses were undoubtedly read from a script, with scant regard to the question or the issues.Had I know the supplier was going to use Toll, I would have shopped elsewhere. In future I will be asking online suppliers to clarify who is their delivery service, and if they say Toll, I’d have to say no thank you.If I could give this a negative star rating I would do so
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