Review Time
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
I would give them a score of zero if I could because you can't rate a service that doesn't exist. I bought something through amazon.com.au and Toll was responsible for delivering the item. Unfortunately, Toll did not attempt to deliver the item. I just received an email to say "sorry we missed you", while I was sitting at home waiting for it. As soon as I got the message I called them and was told that they would retry to deliver it within 24 hours. I waited 48 hours and called again only to be told that my property was too hard to access which is a lie. They didn't even attempt the second delivery and started spouting fictional problems as to why they couldn't/wouldn't deliver it. I now have to pick it up from a 'newsagency'. What's the go with that. They are dishonest and lazy and will go out of their way not to do their job. Use any other delivery service if you have the option. Do not use this dis-service.
Got a late msg saying my parcel was gonna be delivered on that day so I missed it and got a card.Call and requested re-delivery to the following day, took a day off from work, and they never showed up. Called them again, they said it was still coming, but never did. Called again, promised for the next day again, i took a second day off of work, waited like a clown all day... called them to ensure it was happening, they said my parcel was already on their truck and that i was gonna definitely receive it today, and i havent.Called again... the lady said i was never gonna receive it... that the product was not scanned and need to open an investigation to see where it was. They are hopeless, dont even know where it is, staff keep telling lies, i lost 2 days of work unpaid leave... and they still dont have a solution.This is just beyond ridiculous!!!!!!
On Monday 30/11/20, I have paid for the Toll Priority for the 3 boxes to be delivered to the receiver within Victoria the next day, that was a 20% extra payment. When I checked the status on the tracking page, my 3 boxes are still located at Melbourne Airport since Monday until today (Thursday 3/12/20). The customer service officers all told me that the investigator has been informed and trying to resolve the issue but it's been many days, my 3 boxes still have not been delivered and located at the same place where they were 4 days ago and I have NEVER received any calls from the investigator either. I think it's a lie. This is my first time using Toll Group's service and already have a very disappointing experience. This is causing me stressed and anxious. There is something wrong at Toll Group. I am having a bad experience and I would like my 3 boxes returned and a refund with the compensation. Does anyone know if I can be compensated for the loss of sales as the products have missed the chance to be on the shelves for sale and the packages inside of these 3 cartons will definitely be damaged by the uncaring handling??
Toll is a business that has no actual reason for existence given their performance and no credibility in the attempt to transport and deliver packages. They lost a good size package for days, they never reached out with an update. When they “attempted to deliver” they offered no proof - No sorry we missed you card. I was right there minus going to the bathroom for 90 seconds. When I called they offered to redeliver the next day as they can’t contact drivers to help make good business decisions to make up for prior ineptitudes. In 2020 you can’t contact a driver? No supervisor available. They don’t care. My delivery instructions to retailers for online orders now “Permission to leave at front door. Please do not use Toll as I will never receive the package. I’d rather wait a day for you to engage another provide than play games with a delivery company that can’t deliver.”
I would give them 0 stars if i could!! Toll are one of the worst courier companies i have ever had the misfortune to have to deal with. They are completely inflexible when it comes to delivery, they will not deliver to Parcel Lockers or Post Offices and they will give you no other time other than between 8am-5pmThey state that there must be someone to sign for the package-at parcel lockers there is someone!I can not sit at home from 8-5 waiting for a delivery, i have to work.I haven't even received my package yet and their website is of no help, there is tracking information but no where to change details ie. address, ask them to leave in safe place.The person you call from the number on the card when you miss a delivery is next to useless all they say is sorry we can't do that to almost everything. "We will rearrange a date" and then proceed to tell you they can give you no indication of time other than between 8am-5pm?!!!Although apparently the driver has a schedule and can't deviate from it. So if he has a schedule how the hell can you not give me an indication of time?!!!Honestly if i don't get my package in the next few days i'll just cancel my order.If possible don't buy from companies that use Toll.Companies need to wake up and stop using Toll, there are so many better options!Just stick to Australia Post-at least i get the packages sent through them and they have a number of options available.
The Worst!!!Would give them zero stars if I could. I had two parts of my delivery come, after no notification, then two days later after manually looking into my tracking it said the second two deliveries were made, I was home the whole time and nothing was delivered, now am waiting for the company I ordered from to investigate, because after numerous phone calls trying to find out where my orders are, was sent an email from toll saying they were all delivered....dodgy super unreliable company, if your ordering anything and the company uses toll as a courier I would highly recommend ordering somewhere else with companies that use different couriers.
Unfortunately, I can not give a negative score to them as they don't deserve even zero out of five. I have never had any luck with on several occasion; their customer service is nothing but a joke. If you get your parcel on time, you are just lucky, because normally you won't get it. There is a mystery group in toll they call them "investigators", they suppose to contact you and follow up on your complaint, guess what they will never contact you. I am not sure how an incompetent company like them survived till today.
This isn't the first time Toll have been a complete let down! The service is slow, unreliable and you get "ZERO" answers when you call for help, which are all handled with associates out of the Phillipines for Australian deliveries. You will be told, every. single. time - 'we will send an email for follow up' - and get no results. I'm still waiting on a priority delivery that I paid in excess of AUD$450 in delivery fees for a package to show no tracking events or updates other than sitting in customs for over a week. If you are looking for a delivery provider - look far and beyond Toll as a solution as they are incompetent and useless!
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