I have yet another woeful tale of this company's incompetence. Purchased something online way back in November 2022, chose Toll as my carrier (big mistake) with signature delivery (that bit is key here). I get the usual emails saying it's due to be delivered today, except I get one on Monday, another on Tuesday, another on Wednesday....like the day of delivery never comes. But then.....Thursday comes around and the email says "your parcel has been delivered"...except it hadn't. I saw no delivery, I certainly didn't sign for anything (like I had paid for) and then the nightmare with customer service (also hilarious) begins. Oh my God!!!!! TOLL has so many smaller branches of the main parent company but only one or two ways to contact via phone or email (nightmare). I've got an email trail for 8 weeks....back and forth, waiting for depot to respond to enquiry but it never happens. State and National managers allegedly get involved, but I'm sure this is just lip service to appease the angry customer that TOLL has stepped it up a notch. Why do I suspect this? because nothing happens still. TOLL likes to tell you very quickly to go back to the sender and sort it out with them, they really are quick to do that and essentially pass the buck, wash their hands etc etc. I was persistent and even went to the depot and was told what is essentially a lie from customer service at the pickup window. I was told my item and I quote "It appears a relief driver was working on the day your parcel was being delivered and he has delivered it to the wrong address. I will speak to my manager and get back to you". I have subsequently had a call from the depot saying this is not accurate and I should not have been told that. And of course their is no repercussion on the person who did this. My argument all along is NO SIGNATURE was obtained as was meant to happen. They are now saying it was delivered with...wait for it....VERBAL CONSENT.....are you kidding me TOLL, what the hell is that and how is that secure or even legit. THat is not what I paid for. They again told me to go back tot seller and essentially leave them alone.Invoice number: JBHL574281
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