10th January 2022 email notification of delivery for Tuesday 10th Jan. Not delivered. Customer portal in Maroochydore 9th Jan and out for delivery. 11th January engaged in a web chat with Toll, advised driver 'ran out of time' and rescheduled for 12th January. No delivery.13th January spoke to Toll call centre, who advised parcel was not loaded that day, still in the depot, and would be delivered Monday 16th Jan.16th January: called Toll for ETA and was advised Tuesday 17th Jan delivery, as Toll only delivers to this area once a week, no one had explained this before.Escalated the issue two layers of supervision, explained that Toll had missed three deliveries and no one would be at the property on the 17th Jan, it’s a rural property with no where to leave a parcel, and rain was due on 17th Jan.Advised it would be delivered on 24th Jan, which I deemed unacceptable as it had been with Toll in Maroochydore since 9th Jan. Advised by Mark team leader in Melbourne that it was too late in the day to do anything about it, and what would I like to do.I requested to be contacted by his superior, but needless to say, I didn't receive the call within the hour, or at all.Spoke with Amazon, and they cancelled the order and refunded the costs. Amazon USA service (they handle Australian queries) is simply amazoning!!,So Toll, or Team Global Network, to use the correct nomenclature, proudly quotes on their corporate website:''Our brand ‘Curiosity in Motion’ centres on our customers and to see the world from their perspective. It captures how we at Toll deliver on customer promises today while creating solutions for tomorrow.Ultimately, if there’s one thing our customers have come to expect from us, it’s this: no matter the job, we’ll always go out of our way to figure out the best solutions.This is our promise.''Looking at the hundreds of dissatisfied customers on Trust Pilot and Product review I guess you have failed on this promise. or maybe the depots didn't get the memo??Two questions: Why does the customer portal not reflect the true status of the parcel, this is bordering on deception.Secondly, on the Toll website on the CONTACT US PAGE, there is a drop-down box for the country, then state, curiously, Queensland is missing from the list, which prevented me from pursuing the complaint further.Your business is a total shambles, and I will not purchase any goods online where TOLL is the retained carrier. Get your act together, and treat your employees with the importance and respect they deserve. Provide them with the training to enable them to achieve this lofty ambition and make them accountable and responsible for their actions, all the way up to the board. From my experience, poor performance reflects poor leadership, and ineffective management.Or implement an AI system, which will clear out the blockages, from depots to the board, and return Toll from an illogical appalling service company into a world-class logistics company.UPDATE 18/01/2023No contact from Toll, Mark clearly ignored my request, the item, a Denom Soundbar was delivered, left behind a dog fence, I discovered this on my return home at 10.00pm on 17th Jan, the box soaked with the rain. Tried to call Mark on the number he used to call me, 03-8463-4409, recorded message stated that Toll had tried to contact ma and for further assistance call customer assistance. Spoke to a lady at the call centre, very helpful whom stated this would be escalated to both parties and I would be advised within 1-2 business days.No need for further comment the facts speak for themselves
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