Review Time
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.
Extremely bad service. Waited at home for the delivery and the driver didn't even knock on the door or ring the door bell just left missed delivery slip. I could hear them out side by the time I got out they were legging it to their vehicle and driving away
If there was no star, I would have chose that. Even though I was home, the delivery person missed me and didn't bother to leave a card. I only got to know they had come when tracking my item. I scheduled a re-delivery but that's such a pain as if there's a public holiday or the driver has many other deliveries you'll have to call again to book another date which is ridiculous. I just asked them why they couldn't leave it behind the postbox or at the doorstep like normal courier companies like DHL, she lied saying there was no space. All lies, there's so much of room! Picking up from the depot needs to be done by raising a request which will take 48 hours to process! Just bad system and service. The customer care isn't helpful and the person kept saying sorry but this is the way. I still haven't got my package.
Absolute worst delivery company ever. I called to arrange a re-delivery for the next day as they came at a time I was in a meeting, they couldn’t even give me an estimate time for me to be home to receive the delivery the following day. They simply said next day between 8-5. So next day I wait all day, no show and when I called again, they now need to look into it and will ask someone to call me back. Also the person I spoke to asked me details of what is in the parcel. Not the size but actually what is it. When I said a small electronic gadget, she asked what gadget? I paid express shipping for this item only to still not have it delivered. Also this is the second time I have had so much of trouble and hassle while expecting delivery from this company.
Order completion on a website is a lie. when l saw picture of evidence where delivery left my parcel. My parcel delivered to wrong place the place where he left my parcel is not my house and the local courier cover up story he left my parcel in front of my house door and the person inside responded telling the driver to leave my parcel it in frount of door,then asked for their name and they said it was Joy. l haven,t seen any delivery and speak to anyone. l don,t want waste my time please assistant for replacement or refund.Now it,s very clear the people who took my parcel not returning my percal since delivery delivered to them.
Toll is a goddamn cancer on this planet. For years I have been chasing them up for constant **** ups because companies Ive worked for use them.My latest favourite is a delivery to us just now where the driver rang the door to our office, and in the time it took for me to go downstairs (5-10 seconds) he had left off and drove off without even leaving a card.Better yet - I was on hold with Toll for about 20 mins because I have to chase them for a dozen late deliveries, and had to hang up to answer the door 😂 now to start all over again 🤦🏼♂️🤦🏼♂️🤦🏼♂️Toll - I hate you and all you stand for. I wish death and misery on this company, and will throw a party when this haemarrhoid disaster ***ing piece of a company goes under.
I ordered some clothes online and was waiting for them to be delivered. Not only they didn't show up the lied and said I was not at home and they couldn't get to my premises which was complete bull. Days and days went past with the same story from them saying it is out for delivery, it should be delivered before 5pm that day. It NEVER came, not even a sorry we missed you slip in the letter box. I waited over a week at home for this parcel and it never showed. Then I get a message from the company I ordered the clothes from saying the parcel was destroyed by the deliverer due to overtime... What does that mean? Than 30 minutes later I recieve a message from toll stating the parcel will be delivered today? Completely dodgy I don't recommend at all.
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