TransDirect review: No control over deliveries, daily lies 8

Its a hit or miss with Transdirect, half my freight has been a good experience half has been a nightmare. They are just a boooking service that can't control their suppliers, and have almost zero communication with them . Expect the pick up not to turn up for days and an open ended delivery and you should be fine. Too much stress if its an important package. Regards Darren

CUSTOMER WARNING: DO NOT USE TRANSDIRECT.

II wanted to send my daughter in the UK a small cosmetic gift set for Christmas. I filled out the online Trans-direct form upon which I clearly stated a description of the goods I wanted to be shipped to the UK (perfume & cream). After paying $46.00 the item was collected on Monday the 4th December by the Trans-direct carrier for shipping to the UK by Toll Priority. Despite being clearly stated on the paperwork, at no stage did the pick-up driver inform me that perfume could be a prohibited item for air transport, and she scanned the parcel in and left.

This was only the beginning of my nightmare…

On the consignment note it stated that the parcel would be delivered on the 6th or 7th of December. Consequently, our Daughter in the UK received an email saying the parcel would be delivered on the 7th of December. However, on the morning of the 7th the tracking was showing that it was still at Perth facility. I called Trans-direct and after an hour on hold I was told I had nothing to worry about and my parcel was on its way. When pressed, he (the call centre operator) relented and said he would send through an inquiry email and someone would call me.

Nobody called so I then tried what they call their “fast response” email service. Two times I tried this with no response whatsoever. Over the next two days it still showed my parcel being at Perth facility. Becoming increasingly concerned, I spent many hours on the phone with little result except assurances that they would send through an inquiry email and someone will call me back. It didn’t happen.

On Monday, the 11th December I spent another two hours on the phone trying to get some help and told them that if they didn’t get someone to call me to find out what was going on I would take this to the media.

At lunchtime on Monday the 11th December I received an email from Trans-direct telling me that the package contained perfume and was thus considered a prohibited good for air transport. They went on to say that I could pay to have it sent back to me, but if they didn’t hear from me soon the package would be destroyed.

After much research, I found a Perth phone number for Toll chemicals (an unrelated branch of the Toll organisation) and the gentleman there was very helpful and searched to find where my parcel was being held. My husband and I then drove across Perth and collected it from the Toll depot.

So, where is it at now? Well I finally got a call from a Trans-direct manager on Tuesday 12th who was about as useless as the people in their call centres. I told her I wanted a full refund but she just said for me to pick up the parcel then call her and she would open a case for a refund.

I asked when I would be getting my refund and she wouldn’t answer the question. Since then I have collected my parcel and have tried to call but she won’t answer, I have left voice messages and a text but this Manager of Trans-direct is avoiding me so after all this crap, I now must fight to get a refund for a service that I did not receive.

This whole experience with Trans-direct has been so stressful, so unless you have hours to waste, boxes of stress and anxiety tablets in your cupboard and don’t really want your parcel to arrive at its destination, don’t go there! Once they get your money they don’t care about you or what happens to your parcel.

Trans-direct is an inefficient (and un-necessary) middle-man, not a courier company and is run very badly with no respect for their customers and no concept of customer service.

So, in summary, my argument is as follows:

· It was clearly stated on all paperwork that the package contained perfume.

· Nowhere on their website does it say they don’t transport perfume.

· The pick-up driver didn’t raise any concerns about the perfume, despite it being clearly stated on the collection paperwork

· Even the sign on the wall at the Toll air freight depot does not mention perfume as a prohibited good

· They had my item for a week just sitting in Perth, and now they want to charge me more money to return it to me.

· The call centre is ALWAYS hard to contact with ridiculous on-hold times

· Communication is pathetic

· Service to the customer, there is none. Once they have your money they don’t give a damn about you or your parcel.

Regards Kerry, one very exhausted stressed Trans-direct ex-customer.

I called up to see where my parcel is. The lady on the phone (sounds likes she doesn't want to be there) told me that who is going to pay for the delivery? I am ringing because I paid my delivery to the seller and you accepted the parcel. Why do u accept the parcel and not tell the seller and now have issue with delivering it? I contacted the seller and he told me the pick-up guy said it is paid for - all good and picked the parcel up. Where is the service?!

From what Ive read if you have no problems with the delivery everything is good.. well I did have a problem, 1 of two boxes went missing and the consignment number for both had no activity on them at all. Contacted the company via 1300 numbers and after numerous reassurances they would contact their 'agent' and get back to me I waited a whole day before contacting them again to get an update. Girl on the phone became very rude and abrupt over the phone when I asked for an update... and when I pointed out the only reason I was calling was because they failed to contact me LIKE THEY SAID THEY WOULD she hung up the phone. Item is still missing $1000s of dollars worth of merchandise with no paper trail.. wonder how they will try to dodge the insurance...

Recently I had sent two boxes of fifty kg using TransDirect's courier services. They have efficient services from pickup to delivery. I ordered from their website and it is quite convenient. They offered me a good price for it. I was happy that my boxes reached the same way as I packed them. I will be using this in the future as well.

I am a regular customer of TransDirect, because I have many shipping orders for my business. Their team is very friendly and hardworking. I highly appreciate their effort towards their duty. I just made a call and their team was very soon at my shop. My experience with this company is so good. I also recommend them for your business and corporate shipping.

The first experience with transdirect.com.au was really good for me. I wanted to send some documents to my son. They carried out the task very well and performed their duty very quickly. They delivered much before the expected date. I will again try this company and also recommend to all who want their fast service.

Agree.
I've just had a delivery organised through transdirect which came from NSW to WA (Perth). Transdirect sent me an email when the package was sent with tracking details and a note to say that it was very important that I check for damage prior to accepting the goods as accepting the goods would void the transport warranty. However, when the packages arrived at my office reception desk and the receptionist was checking for damage, the driver became impatient and took the package and left before the receiver could see if the goods were damaged. He marked the delivery as rejected, although it was not rejected - he just couldn't wait a few minutes to inspect the goods.
So, I called the company's 1300 number. When I finally got through, they basically told me that the driver had marked it rejected, it was my word against the driver's, and that they would assume the driver was correct. They asked me to pay an $18 redilevery fee and said that if I didn't pay it the item would wait in the depot for 48 hours before being returned to the sender. When I asked to speak to the manager, I was told that I was already speaking to the supervisor and there was no-one else to speak to.
I recommend that you don't use this company with very poor customer service.