Excessive Courier Time Toll IPEC

Lpopcorne3 on 17/01/2019 - 11:15
Last edited 17/01/2019 - 11:53 by 1 other user

Hi Everyone,

Just wanted to get your opinions/advice on the following:

I have ordered a Portable air conditioner on the 28th of December and the expected delivery date was the 2nd of January, the tracking system shows it was scanned in to the depot on the 28th and has been there since.

I have emailed - no response. Called - was told they would look in to it and get a call back but have not heard back in 3 days. When I call back I'm just stuck in the queue and end up having to hang up.

Any advice on how I can get them to speed this up would be greatly appreciated.

Related Stores

Toll Group

• 

  Hybroid on 17/01/2019 - 11:17

  Where did you order from and where is the item coming from? It may be a lost or damaged package at courier depot, keep chasing both seller and courier.

  • 

    popcorne3 on 17/01/2019 - 11:37

    Both in Vic metro, looks like its in the depot:

    28 Dec 2018
    8:41 PM
    Your package has been dispatched. SCANNED INTO DEPOT. The next status update will be when the item is processed at the next depot. Melbourne Unsorts

    Delivery Estimated date: 02 Jan 2019

    Thanks, have emailed both and will keep trying.

    • 

      Hybroid on 17/01/2019 - 11:41

      +1

      Being stuck in depot for a long period is usually a sign of package being lost there. You will need to speak to customer support to get 'depot manager' to look for it… which is protocol for the item to be declared as lost. You will then need to chase the seller to raise a claim.

      • 

        owli on 17/01/2019 - 11:51

        +2

        Go through the seller, they're the one who chose the carrier and they're the one who paid them.

        Press the seller to send a replacement and have them return the missing one.

        The freight may turn up eventually, or it may be lost. 'Lost' is declared usually after a period of time has passed, once the actual item is found they sell it at auction.

        • 

          Topdog on 17/01/2019 - 13:55

          +1

          @owli: Agreed, chase up with the seller. I would be asking for a refund now, or doing a CC charge back. Not good enough. The xmas rush is over.

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  Nugs on 17/01/2019 - 11:30

  fastway?
  .

  • 

    popcorne3 on 17/01/2019 - 11:33

    Toll IPEC :(

    • 

      SnoozeAndLose on 17/01/2019 - 11:39

      it is possibly lost

      • 

        popcorne3 on 17/01/2019 - 11:41

        Maybe, all I got told when I managed to get through was they will contact the depot and get back to me.

        Could be in Melbourne Florida by now, has been long enough… lol.

        • 

          SnoozeAndLose on 17/01/2019 - 11:43

          @popcorne3: you will need to keep calling as staff tend to forget to follow it up to you.

          Tell them they are courier company not snail post, ask they did they lost your parcel.

          Also contact the seller and ask them to push it for you.

          Once confirmed lost, seller will need to raise a claim and re send a new one for you.

    • 

      Nugs on 17/01/2019 - 11:39

      my second least favourite couriers
      .

      • 

        SnoozeAndLose on 17/01/2019 - 11:44

        i think Toll is better then Courier please and fastway at least

  • 

    No Username on 17/01/2019 - 11:34

    lol

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  pantsparty on 17/01/2019 - 12:19

  Call the seller and ask where your purchase is

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  Seraphin7 on 17/01/2019 - 14:08

  Deal solely with the seller.

  Courier companies (1) just don't care and (2) are not the organisation you have an arrangement with.

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  jhmtaylor on 18/01/2019 - 16:11

  I experienced similar a similar delay with another courier coy. The issue is so many companies (their main customers) are closed for Christmas holidays, which prevent the courier completing deliveries. The couriers coys don't know which ones are closed so they reduce staff for the period. When they resume normal operations it takes a few extra days to clear the backlog.

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  popcorne3 on 18/01/2019 - 20:54

  Thanks everyone for your advice and help, I ended up getting it today!