Review Time
My consignment has been at AKL TLD since Feb. When I call there is no answer. Constant waiting. Even the company i purchsed the item from tried to no avail. Will I ever get my parcel? Absolutely, gobsmackingly bad service.
Got a notification that the driver was unable to deliver my package even though I was at the location all day, then shipping ref never updated, so I had no idea where my package was, called the service line to get some SMS which redirects you to a useless chat bot, will never use or purchase products from a company that uses Toll!
Watched a $200 gift parcel on tracking get stuck in Melbourne, then nothing, went past delivery date, when I chased up with customer service, was told a freight investigator would be in touch, nothing, chased up again to be told I should take it up with sender, when I asked why when it was them who were trying to find it, they then said the investigation team would be in touch, guess what? Still waiting. And now tracking number has been cancelled (6 weeks later). In the meantime they sent a customer satisfaction survey. Losing it is one thing, the woeful help trying to trace it and then giving up (without telling me is another).
Everyday for the past 4 days told it's out for delivery today, still not turn up called customer service and the call center is in the Philippines.. Service officer did not even know what time it is here hopeless worst courier service in Australia I had no choice my supplier REPCO used them I called to complain to REPCO about it they have no idea where my Car parts are I am losing money every day as I need the parts to work and I am an independent courier myself my Advice do not I repeat do not use TOLL :( I would give them a minus score if I could.
Dreadful customer service and delivery issues. DO NOT USEI recently had a parcel being delivered by TOLL Priority. After receiving notification of the delivery in the morning, I waited all day for the delivery. Around 3.30pm a driver came to my door, asked my name and handed me a parcel which was the right size and weight for what I was expecting. As I was in the middle of something at the time of delivery I put the parcel down and forgot about it until the next morning when I received multiple notifications to pick my parcel up from an inconveniently located collection point. At that point I realised I had been handed someone else's parcel for a completely different address. I was then forced to deliver the parcel in my possession and drive quite a distance to collect my own. I contacted TOLL about the issues and received some appalling emails from a "customer relations analyst" that effectively blamed me for accepting the wrong parcel. Since I had been asked for and provided my name I think the responsibility should be with the delivery service to check the name and address on the parcel match the name and address at the delivery point. Had I received a better response from TOLL about this issue I wouldn't be leaving this review.
They threw packages over my fence with no attempt made to ring the doorbell or place it in the parcel box (which would have fit said packages). This has happened THREE TIMES despite the packages being marked in bright orange tape with the word "FRAGILE" across them and the issue being raised with the company.
This company is the worst bunch of people in the whole of the freight industry. Parcel sent from Rotorua to Auckland didn't leave Rotorua for 4 days then gets lost in the depot in Auckland. Many long phone calls still didn't get any results and no one wants to call back.Still under investigation but I certainly don't hold out any hope as everyone is so incompetent.
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
Told me delivery would defintely be today. Even gave me a time frame. Driver was in our small town. Only 3 deliveries they said. He was to do the other two first, then ours. The time frame passed, no delivery. I checked with customer services again. Was told he was held up but would still deliver today. At that very time, as I discovered later, he was almost back at the depot, and our consignment was scanned back into the depot. I only found out when I checked the tracking online, because customer services was closed. Their customer services requested urgent delivery today for me. Now I have no idea when I'll get it.Worst experience ever with a freight company.
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