Review Time
TOLL group consistently get pretty bad reviews so here's one a bit different. I work for a not-for-profit and we ordered some IT gear from a third party to go to our Adelaide office. Anyway, there was a stuff-up with the labeling and the parcel wasn't delivered, not TOLL's fault. I contacted the Call Centre, a really lovely lady in the Philippines answered and we were able to discuss having the parcel re-delivered. On the second attempt the parcel was not accepted by our office because of miscommunication, our fault. Really great TOLL driver 'Andrew' with excellent customer service skills contacted me and I was able to communicate to our office to accept the parcel. Andrew went back delivered the parcel Happy Days! Thank you TOLL for your excellent service in delivering our parcel
My package did not arrive because, according to the company that uses Toll for reasons beyond my ability to understand, reported they couldn't find the property ... even though, as confirmed by the company I purchased my item through, I added extra very clear instructions for any super lazy driver who couldn't be bothered opening their eyes! Anyone with a drivers licence can read, so the missed delivery was due to pure laziness on behalf of the driver before a long weekend. What's wrong with you Toll? Get your act together! You're blessed to even have a company!
I spent 2 hours in total trying to get my parcel delivered. In the end I asked for a refund. I don't think they even try. Too hard to find a unit so they say they could not deliver and make you pick it up. You still have to pay the delivery fee. Do not order anything if toll is the company that delivers
Super happy with Toll. My latest experience was above & beyond. Better than dealings with other couriers. I had a warranty repair with a business that would loose their own head if it wasn't screwed in. They had put my old address down for shipment & ignored me. Toll on the other hand was perfect. I called them & explained the issue I was having. No waiting on hold, straight to a human & they were super understandable. They created a toll account for me to watch the tracking. They said they put a note on the item to make sure it would go the correct address. I live in regional Qld. The item arrived at the depot at 8am. I was a little disappointed that I'd have to wait a day for the next delivery allotment because who doesn't like getting their stuff back. I got a notification at 2:10pm that it was out for delivery & received it within the hour. How's that for express delivery! I've never had a shipping company take express that seriously before. The driver asked a few questions about the delivery address to make sure it was actually me & the right address. They went above & beyond to correct a different company's mistake.
Terrible service. Lots of discrimination!!! Unbelievable! Don't make you permanent but tell you they will 8 months later still not! Racism exists in this place. No one cares about you. If you call up and tell them your not perm yet they'll say don't but a complaint in otherwise the manager may stop putting shifts.
My parcel was redirected to an alternative collection point (locker) as I requested, but when I arrived at the place I realised TOLL never gave me a password. I called TOLL and someone gave me a 4 digit password, which I tried, but for the locker I requested I needed an 8 digit password. I called TOLL again and another staff gave me the same 4 digit password and told me this was e-mailed to me, which was not (including spam box, etc.). I hang up and called a third time, and had the same answer, but this time the person was actually helpful and contacted the manager, instead of saying "that is all I have". It took long 10 minutes waiting on the line, and when the person got back it only gave me the service number and said they do not have any password, and would call me when the password was ready. I followed TOLL guidelines for collection and chose that specific collection point because it was much faster, and I was in a hurry. So waiting for a password was not at all a satisfactory solution. I went home, frustrated, and had the stupid idea of checking other collection points near the locker I chose and for my surprise, my package was delivered in another location. The e-mail I received from TOLL clearly states "7-eleven parcel locker West End Australia", while the address on my parcel is to another store. Conclusion is: I chose one store, TOLL send my parcel to another location, did not inform me, and no one on the telephone bothered to confirm the location I was (which I would never think of doing because I chose 7-eleven and got the e-mail confirmation that my package was at 7-eleven). I managed to get my package without any help from TOLL. No one from the customer service was helpful, and my parcel was directed to a location I did NOT choose. I wonder how long it would take for TOLL to realise my parcel was not at 7-eleven.Mistakes happen but customer service is responsible for making it right - if it is within their reach (and it was). I would never recommend TOLL to anyone. In fact, I have e-mailed the store where I bought my product and recommended that they never use TOLL again because it ruined the experience of receiving a gift for me. Have a nice day.
Bought a part for a job on Monday evening, for a job on Friday morning 7am. Picked up from the supplier in Mona Vale on Tuesday for overnight delivery, specifically put my number on the con-note so the driver could call if he/she couldn't find the address.On Thursday the supplier, after I asked, tracked the part on the website - failed delivery it said. I called Toll, explained exactly where to deliver it, and that I needed it that day for a job on Friday. at 3pm I received a text stating that someone would contact me on Friday at 5pm to let me know when I would receive the part. As I really needed the part for the next day's job, I had to drive from Edmondson Park to Mona Vale, buy the same part again ($341), to make sure I had it for the job on Friday. Got two more phone calls asking for delivery directions, although I had already given them.Part arrived Friday afternoon. Then called Toll to explain everything and request that they take it back to the supplier, free of charge.They would not do it. I will recommend to everyone I know, DO NOT USE TOLL, they are useless. The driver obviously just drove past, thought "Can't see the entrance, bugger it, keep going". The drivers are not even allowed to call the recipient - it's a Toll policy. And the telephone operators and their managers state that their processes do not allow them to return a "successful delivery" item (2 days late), it has to be the supplier. Not even to change my mind about their service. What happened to good customer service? Other companies have it, Toll does not. I would rate them lower than one star, if I could. I was relying on Toll to deliver my part on time or even a day late, and they blew it.Again, DO NOT USE TOLL.With a little searching it seems Toll is clocking up a lot of 1 star ratings lately. . . time to improve.
Does it get worse than AusPost? Surprisingly it does! Had a package delivered the other day. Surprisingly it made its way very fast from NSW to Vic and I was pleasantly surprised once I received the notification that the order was onboard for delivery. After 5PM I checked the tracking and saw that there was an unsuccessful delivery attempt. Me, since covid working from home indefinitely, couldn't imagine that the driver was unable to deliver it. I contacted Toll support and got told: === Yes, driver tried to deliver this item today however, the driver could not access the location to deliver as the premises was either behind a gated community, etc and a Sorry We Missed You card could not be left. === We have a letterbox at the front of our fence and the fence is about 130cm high. Behind the entry gate is a door-latch to open the gate. The driver literally never was there, just being too lazy to deliver and then lying about non matching circumstances. Toll then announced that it would take 3 days until it could be re-delivered, which, based on my interventions they then capped to next day delivery. Absolutely pathetic and useless company.
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