Toll IPEC unreliable - did not deliver

Lmountford on 07/01/2014 - 22:52

On boxing day, saw the Kogan 'free shipping' posted on ozb. I've only heard about Kogan but never purchase anything from them before and decided to check out the website. After browsing, bought a microwave and set of spinner wheels luggage bags.

Then on Fri 3/1 received a 'sorry we missed you' Toll IPEC card in the mail box after I return from shopping at 4.30pm(I was home in the morning). Anyway, contacted them and arrange for delivery today.
Waited the whole morning, then left the 'authority to leave freight' card for delivery man, when I had to go out while my son was home and still they did not arrive when I return, so by 4.45pm I call Toll IPEC…waited for 18 mins to speak to someone, was told they need to transfer to (can't remember what dept) and got cut off! And this happened twice! All in all it took close to an hour with 3 calls. They were really testing my patience when I rang the 3rd time, keeping my cool, I was told my "items did not make it to delivery truck this morning"! "You can arrange another delivery or will have to pick up from Altona depot". When asked for the address, she wasn't able to tell me but that someone will contact me tomorrow to give me the details. Told her I cannot have my mobile phone with me when at work, therefore to email me.

This is the first time I have bought big items online, don't think I will do that again. For smaller parcel, at least I can collect from the Post office which is a lot closer. Didn't know Toll IPEC is so unreliable.

General Discussion

Comments

  • StewBalls on 08/01/2014 - 00:46
    +11

    Yep, I cringe every time I find out that an online order is coming by TI, you never know what is gonna happen…they must be bloody cheap, coz I'm yet to find a bigger bunch of liars & shitbirds!

    I caught a Troll guy once not even attempting to knock on my door, I just watched him as he got out of the truck without a parcel & started heading for the letterbox with a card & a pen…he nearly crapped himself when I boomed out of an open window "OI, WHAT'S YOUR STORY"! ;)

    Conversely, I actually prefer my AusPost deliveries, unlike Troll Ipec they're always prompt & competent.

    • donga100 on 08/01/2014 - 07:22
      +3

      I really hate when they only try to deliver the card and not the parcel. They can be unbelievably silent!

      • kwaker on 08/01/2014 - 07:51
        +3

        I have seen them do it several times. I always know what I'm expecting, if its not important I record them doing it - let them do it then send the footage back to the company who chose to hire them.

    • Ramrunner on 08/01/2014 - 09:00
      +1

      YES YES YES!!! - for years I had no problems. The delivery guy was bit bit creepy and talked a lot, but things always got delivered. Never an issue.

      Then last year September they changed management at the Toll Ipec agency in Bibra Lake and I have had to chase at least HALF of my deliveries due to "you weren't here". This property has 3 premises on it, and there's always someone here somewhere, and in the past if packages ended up at another premises I would just go grab it from there. Never a problem.

      Now, EVEN WHEN I'M THERE AT MY PREMISES, I've got camera footage of the delivery van arriving at my door, NOT KNOCKING OR RINGING THE BELL, and just leaving the goddamn card. I've even filled in authority to leave for both Toll Ipec and another Toll subsidiary.

      What do these guys actually gain by not delivering? Do they get more money for coming back? Who pays? I never do as I've always spoken to a manager and got re-delivery fee waived due to their incompetence?

  • [Deactivated] on 08/01/2014 - 07:32
    +1

    I had issues with their Altona depot as well during the same period…2 packages were supposed to arrive from the same sender (and clearly labelled 1of 2 and 2 of 2) and I only got 1 of them the day before Christmas. And it took a further 5 days for a card to be put into my letterbox after I called them about my other package. All-in-all, the experience was crap…

    I suppose they must be a price-competitive bulky goods carrier. But with this kind of inefficiency, I am surprised if they can make money with my particular job.

  • pjcook on 08/01/2014 - 07:35
    +2

    I work from home and I cannot tell you the amount of times I get a card in the mailbox from the Aus post delivery person saying that they tried to deliver a parcel and I can pick up at the Post Office…… The freight companies have been pretty good.

    There is even a dog in the house who will bark every time someone knocks or rings the door bell.

    I bet the problem with TI and co is probably more prevalant where there is a local Depot, I am sure they would have to pay to have the item picked up at the local Post Office.

  • thereyougo on 08/01/2014 - 07:40
    +2

    I waited 3 weeks for delivery, still nothing, so I rang the place where I purchased from and they said I should of received goods 3 to 5 days after payment. After a quick google search I found the Toll depot address and went straight down there unannounced, there was my package covered in what looked like oil. They said they didn't know what to do with it because no-one wanted to touch it, they also said I would have to take it home, repackage it, (portable air con), then they will send it back. This was Toll road not Toll Air, never again Toll road.

    • kwaker on 08/01/2014 - 07:58
      +1

      That's absolutely ridiculous. Bunch of fools.

  • twodollah on 08/01/2014 - 08:38
    +3

    I agree, Toll Ipec are the worst. I've always had to wait 15 min+ just to rearrange a delivery!

    • mountford on 08/01/2014 - 23:35

      You are lucky, just 15+ min! I tried again today and again the same thing (as yesterday) happened.
      1st attempt today, was transferred to 'customer service', then transferred to 'investigations' and straight away phone went dead! And that is after mins waiting and listening to "your patience…blah blah blah…., we will be with u soon" with each transfer. My 10 mins break time also means I had to hang up before it get answered 3rd attempt. 4.45pm made one last attempt and of course the first thing I told him "don't put me to investigations…!. He replied "they probably didn't put u to the right extension…", with no other choice, I let him transfer, this time it rang and.. I was adamant to wait it out (as by then I hv knock off work, and their card did say 8.30am to 5.30pm). After 40 mins, I gave up!

      I just want the damn address to pick up my goods, my first call, was told its at Altona! Wonder why they keep wanting to transfer me to 'investigations'!

  • mitcheo on 08/01/2014 - 09:29

    I have also had a fair share of issues with them

  • mick123 on 08/01/2014 - 09:50

    Wow… I guess I've been pretty lucky. I can't really recall any problem with any driver or freight co and I get packages delivered quite a bit…
    In fact, the Toll driver that delivers to me is quite good.

  • nexus4 on 08/01/2014 - 10:18

    I ordered something online, waited about two weeks and nothing (even though it was coming from just a few suburbs away).

    Checked the website and got the tracking number with Toll. Turns out they had attempted delivery just a couple days after I had ordered it and didn't even bother to leave a card. How the hell am I supposed to know they even came?

  • paulabearb on 08/01/2014 - 16:01
    +1

    My first experience with Toll IPEC was for an elliptical bike purchase. Same,claimed I wasnt home, took 2 weeks to redeliver after numerous phone calls when they lost the parcel (incidentally how does one "lose" such an item?).

    Once delivered, the elliptical bike was severely damaged. No compensation from seller or courier, not happy…

    Second experience was my water filter which did a round trip around Australia despite the fact it was travelling from one side of Melbourne to the other. It went to Darwin, Brisbane, Sydney & three weeks later arrived smashed at my doorstep.

    When I called to complain the "CS" person told me she had a time limit on phone calls & couldn't assist me with this & to write an email complaint. Needless to say three years on I'm still waiting.

    Now I always ask who the seller ships with & then decide if I want to make the purchase. I'd rather pay retail than deal with Toll IPEC ever again…

  • Eeples on 29/04/2014 - 17:11

    No card left, arranged different delivery address, TOLL operator neglected to put in new delivery date so no delivery to new address, arranged pick up from depot, waited for SMS when it would be ready for pickup…. still waiting….

    AGGGHHHHHH!!!!!

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