Interparcel - Courier & Parcel Delivery in Australia

Sent my package to another state, and took 2 weeks (express) and multiple calls to address! Terrible customer service that take forever to respond and don't answer questions.

Without a doubt, these are some of the worst customer service people I've ever dealt with in many years.
I booked my order on Sunday for collection the next day (Monday). Monday came and went, and my parcel was not collected. I called Tuesday afternoon after receiving an enquiry from the sender about collection and my parcel was re-booked for collection on Wednesday. By 4pm on Wednesday no collection was made, so I called again, explicitly said that I needed said parcel by Friday and was told to wait until 5pm as it may still be collected that afternoon. It wasn't. I called again today (Thursday) at 9am and asked about the collection and again, explicitly said that I needed said parcel by Friday and was told the situation had been "escalated" to a supervisor and they would call me back within 2 hours. Did not receive a call. At about 11: 40am I called again and was told the supervisor would call me back in a few minutes. They finally called, but only to tell me that they have "escalated the situation". At 3: 42pm I called again only to be greeted by one of the worst customer service people I've ever dealt with in my life. This woman could not care less about the situation, kept reading off the notes until she simply hung up on me for no reason. At 3: 45pm I called back and spoke to a much nicer woman who was willing to listen and forwarded my dismay to the supervisor who was due to call me back in a few minutes. They didn't call. At 4: 25pm I called back again and got the same horrible CS woman from the 3: 42pm call who accused me of "yelling at her" earlier when I had done no such thing. She also said something that completely floored me. As I was expressing my disappointment with the lack of service and urgency to the matter, she said "this is why we do not recommend Couriers Please, because they are unreliable". To which I replied, "so why are they on your website when I request for a quote on shipping? " I asked to speak to the supervisor again as she was not being very helpful at this point and I was put on hold for a couple of minutes only to be told in a very patronising tone that there was a 2hr wait for her to call me back. Given they close at 5pm, this was clearly never gonna happen.
The end result is simply this; these people do not give a f*** about you or your order! They have no sense of urgency or pro-activeness when it comes to solving customer issues. I booked this on Sunday, we are 4 days in on Thursday afternoon and my parcel is still not collected! This isn't just about "following up" or "escalating" the booking, it's about solving a problem and they didn't do it. It seems all they do is take your booking and completely wash their hands of any and all responsibility of the delivery thereafter. But that's wrong! IT IS their responsibility until the item (s) are collected and in the hands of the courier, and they don't seem to get that! And if they do, they simply don't care.
Interparcel have dropped the ball in a big way and their lack of care, communication and patronising CS people are a clear indication of the poor culture within their business. I've been using them for about a year and up until now, I've never had an issue, but it's not until things go wrong that you see a company's true colours and how much (or little) they value their customers. Because when things like this happen, that's when you rely on their customer service the most, that's when you (the customer) are the most vulnerable and need their help to solve the problem. That's when you find out if the people you're dealing with can be trusted to help you and your business. Spoiler alert - they can't.

Edit: On Friday the 19.01.24, I spoke to a manager and they switched couriers and upgraded the service to express. Parcel was finally collected that day and arrived Monday 22.01.24. It's sad that the sh*t had to hit the fan before the problem was solved, but in the end I got my parcel, albeit, late.

The customer service team are quick to answer emails and queries - Many thanks to Marlene for following up on missed pickups and getting them collected!

Used them in the past before COVID without any issues. However I tried them recently and The company is basically a scam. DO not use. They lost 2 out of 2 parcels. Contacted them multiple times in the 2 weeks. They basically keep telling me they have no updates for 2 weeks and counting. Ended up filing a claim with the VCAT.

Stay away from these guys if you don't want you parcels to go missing.

This is the best company ever you can't beat thee guys for price service and most important of all reliability.
I'm so happy I can now get on with business again Thank you Interparcel Also Alex and the helpful ladies in the office Thank you

I can highly recommend using Interparcel. I have used Interparcel for several years now. I have had a few issues with one particular courier which was not the fault of Interparcel. Whenever I have contacted Interparcel, the issue was rectified immediately by friendly courteous staff.
Well done to Interparcel, keep up the great service.
A special thank you to Anastasia Singh

Ana Waqasaqa was extremely prompt and helpful in sorting out my parcel enquiry.
Regards Ashley

Exc service from team leader Daisy when our courier pick up was escalated to her for attention. She got the job done!

Great service. Great team.

First parcel had a problem in delivery. I rang and the matter was quickly passed onto the team. Then I also received the follow-up email notification from the team leader Georgia.

Second parcel, I got a satisfied service from Taraivini for my request.

I am pleased and would continue to use Interparcel.

The chat service was good. Thank you.but I think the system could be improve. Example, delivery to a few suburbs away (20km) should not be taking three or more days. Apparently the item needs to go to the depot and then the depot has to scan it, and that takes 24-48 hours? Feels like that process is not sufficient, defeating the purpose, unnecessary, and counter productive. I was not allow to pick it up from the depot either. I am less than 2ins drive from it.

Their customer service is excellent. They will listen to you and resolve your issues. Most issues I have involve star track. Try and avoid using them if you can

We left 2 bags at Hervey Bay Mainland Marina on the 27th of December. 2022. (Due to a medical emergency)
We immediately organised for our bags to be couriered to the Gold Coast
It is now the 4th of January and the bags have not been collected!
We are now driving to pick them up. Over 8 hours of driving.
Please follow this through as we want to know who the driver is and does he actually exist.
We require a full refund and apology.
G and C Jordan

Mother nature gave NSW & VIC her worst, with record breaking floods and also damaged the rail line connecting east to west of Australia, and in spite of all these major devastation and disruptions, Interparcel still managed to get my bike to me within 3 weeks and before Christmas.
Thank you for your service
Andrew

Service by the person was handled very well considering they had to inform me of less than good news for now. Appreciated their efforts.

After being told the wrong address, wasting $35 on a taxi then walking 8km to the actual for drop off, no money for another taxi, finally sent a package to China. Yes it was fast. Was in China after 3 days, still waiting to be delivered, because of customs they did not tell me about. Now 2 weeks. The person who it was for died and now they want me to pay for the return. Also it will be sent back to the hotel I was staying at in Sydney and I live in Perth and they won't change address.

If you want something delivered to Singapore drive it there yourself we want less not more Ron's

I've been using Interparcel for many years. It's always my first choice when sending parcels especially to overseas. Great price and service.

Stay away from them if you going to use them with StarTrack, when you put TWO useless companies together. It made alot of problems for yourself
so No

Courier Please didn't show up to collect goods but marked my deliveried as failed to pick up, the same problem happens again and interparcel still choose to believe them rather than customer at the first place. Disappointed.

Really Easy to deal with, Great Customer Service, Doing wonders for Small Business Couriers AAA+
Do not settle for 2nd best, these guys are just so much better than Transdirect