Avoid Toll Priority if you can, woeful customer service

Lhavebeerbelywillsumo on 29/11/2016 - 12:27

To cut a long story short.

Could hear a delivery truck outside the house but was doing something, there was no knock or doorbell press.

Because I can get parcels legitimately dropped without a knock I went to the door when I was free, there was a parcel on the step but the deliverer was gone.

1) Noticed the addressee was not me and the address was another house in the street. Lucky I didn't proceed straight to rip rip when I picked it up as I was expecting a couple of parcels!!

2) Noticed sticker said parcel could be left BUT after attempting to contact residence. There was definitely no knock or doorbell press. Two people were in earshot of the door, nothing was heard.

3) No 1800 number for contact on the parcel (13 number……if you have to ring from a mobile I presume the call is time charged which leads me to…)

4) If you ring you get one of those jerk circle choose an option recordings, no obvious option so chose the best guess which led me to another jerk circle of irrelevant choices. Pressed not in the recorded menu number 0 in the hope that choice would default to a human

5) interminable wait but answered at last, don't you love how much these things "appreciate how your time in valuable" and proceed to do the opposite!

6) foreign operator, offshore service centre(?). No problem in itself, english was good but was difficult to catch on occasion. Had great difficulty in getting the point across that it had gone to the wrong address….eg after saying it had gone to the wrong address, saying I was at the wrong address and was holding the parcel and quoting the assignment details from the parcel (not clearly marked as such by the way) was asked who had the parcel, huh??

7) I'll get your number and someone will fix this up, perhaps you'll be called was the solution…."priority" ha ha IMO.

Yes if there is nothing from Toll I will have to deliver it and will do so, none of this is the addressee's fault.

Would never use these cowboys based on this effort on their part to non-deliver a priority item.

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Comments

  • Forskin on 29/11/2016 - 12:44
    +3

    Possibly you could go for a walk to the house the package was addressed to and drop it off?

  • havebeerbelywillsumo on 29/11/2016 - 12:46

    Without rancour….did you read the second last sentence?

    Thanks for the reply.

    • Ryanek on 29/11/2016 - 13:35

      I would have thought this was the first course of action.

      • havebeerbelywillsumo on 29/11/2016 - 13:38

        As mentioned "Since I'm still stuck at home doing work that I need to do, in short, "no it wouldn't have been easier"…also I could be (& thank heavens I'm not) disabled."

        Thanks for the reply.

        • Ryanek on 29/11/2016 - 13:45
          +1

          I'm willing to bet it would have been quicker (and healthier) to walk the package than to call customer service.

        • tassieeagle on 29/11/2016 - 16:28

          You had time to write this post and be circle jerked on the phone but not time to walk down the street?

          Honestly I think a walk outside for some fresh air and dose of perspective is exactly what you needed. No offense but your whinge is pretty petty

  • skrep on 29/11/2016 - 12:48

    I think you are blaming the wrong person.. I believe you should be finger pointing more at the obviously blind delivery driver who left it at your door in the first place.

  • havebeerbelywillsumo on 29/11/2016 - 12:54
    +2

    IMHO the whole company is at fault, the driver's actions seem to reflect a general lack of care…..you are right but that is only the start of the problem, if I got an adequate response on report then this post wouldn't be here, I do realise the driver is one person out of many working there.

    Incidentally the op did not mention that the driver's "work" /s would be scrutinised or checked.

    Thanks for replying.

  • bobbified on 29/11/2016 - 13:19
    +3

    The easiest way to deal with this would've been to talk the parcel to the proper house. It probably would've been quicker than typing up this whole post here.

    Lots of companies have these international call centres nowadays - it works for some and doesn't work for others.

    If everyone who had one negative experience with a company created a post like this to encourage everyone else not to use that company, we'd be in big trouble. There's humans at every layer of the company - while the following is no excuse, some of those humans could simply be having a bad on the day you deal with them.

    If when you called them and the issue was dealt with to your satisfaction, would you have created a post to encourage everyone to use Toll? I dare say the answer to that would a capital NO.

    I'd probably get flamed for saying this, but lets cut some of these guys some slack - sh|t happens sometimes and we just need to deal with it.

  • CurtinStudent on 29/11/2016 - 13:22

    Fastway is the worst man….

    https://www.ozbargain.com.au/node/278823

    One of my parcel delivery driver said she will not deliver to me even when I already asked amazon to put the note "signature required"

    She said all amazon parcels are ATL

  • havebeerbelywillsumo on 29/11/2016 - 13:24

    Since I'm still stuck at home doing work that I need to do, in short, "no it wouldn't have been easier"…also I could be (& thank heavens I'm not) disabled.

    bobbified, it's not the first time poor delivery service has been mentioned on Ozb, letting it slide is not going to get anything fixed unfortunately.

    Thanks for replying.

    • [Deactivated] on 30/11/2016 - 12:51
      -1

      'Since I'm still stuck at home doing work that I need to do'
      ..but you had the time and opportunity to telephone Toll.
      Just saying….

  • p1 ama on 29/11/2016 - 14:13
    +4

    I don't see how this means that we should avoid Toll Priority if possible. They deliver something in the magnitude of hundreds of thousands of parcels on a daily basis. I'm sure that 99% of those parcels turn up at the correct location at the correct time, if not more.

    When you're running operations of that magnitude, sometimes mistakes are made. If anything, that's a reflection on the driver more so than Toll as a whole. Personally, I've had plenty of stuff delivered by Toll without any issues.

    By your same logic, should we also boycott trains because they run late once in a while, boycott the West Gate Bridge because there's a major traffic jam every few months (4 hour jam yesterday), boycott Microsoft because they made a few dud products, boycott Toyota because they made a bad car back in 1970…etc.? That would be ridiculous don't you think?

    I just think you've blown up a pretty small issue in all honesty.

    • bobbified on 29/11/2016 - 14:16

      Totally totally agree!

  • MITM on 29/11/2016 - 14:26

    How often would Toll (specifically) deliver parcels to you - after all, you said you were expecting a couple of parcels and that you can get parcels legitimately dropped without a knock.

    Perhaps your neighbour seldom receives, if ever, parcels from Toll.

    In which case the driver could have glanced at the address and thought, ah, another delivery for BeerBellyWill, I'll just leave outside the door as always because he's hard at work inside.

    And so, what great service from Toll who considered your working situation as the priority.

    2 sides to every story.

  • [Deactivated] on 29/11/2016 - 15:08
    +1

    maybe get to know your driver.

    I'm constantly getting things delivered on ebay and other sites, have struck up a good relationship with the driver, he now knows if i'm not there to duck around the back of the house and hide it in 'our safe spot'.

    one day i wasn't home when i had a heap of computer parts delivered, he rang me to double check, i told him i was away for the week, he knew my girlfriends mum at the time as he lived nearby her and dropped my hardware off at her house.

  • rambutann on 29/11/2016 - 16:32

    I used to work for a company that would send documents around Australia via Toll. If these specific documents went missing it would generally mean the company would have to pay other people between 20k-300k (refundable after about 2 years..). I believe that these documents were lost on at least 3 occasions. On two of them the documents showed up days later, the other one was never found.

    But when trying to sort these issues out with Tolls customer service it was horrific. You would get transferred to almost every employee within the company. Eventually it was never followed up, no further contacts, but the packages would just spontaneously show up, except for that one time..

    I was also told by an employee of Toll to never ever buy a Kogan TV because they would often deliver them.. Apparently the conveyor belt system in this persons specific warehouse was not wide enough to carry it laying down so they would have to stand them up.. and they would often fall off the conveyor belt.

  • havebeerbelywillsumo on 30/11/2016 - 05:56

    And the final Toll of this tale….I delivered the parcel, Toll didn't make contact

  • zambuck on 30/11/2016 - 09:47

    I may have a better Toll story. I'm at work and the receptionist tells us there's some sort of courier delivery for our team. We were expecting a new SAN worth over $40K about that time. There was some confusion about where the courier was, as I think he had gone to the wrong floor and been directed to reception. Either way, we couldn't find him or the delivery. My colleague and I went down to the ground floor to look for him, but only saw an unmarked white van driving off around the corner. Next thing my colleague calls me from around the rear of the building. The courier has dumped a $40K delivery, the size of a pallet and weighing well over 100kgs, in the garbage room of the building, right in front of the dumpsters.

    I wasted the next hour or two failing to get Toll to at least send a pallet jack so we could move the pallet into a securable area. As close of business approached we just had to get a bunch of staff around the pallet, and we manhandled it onto a trolley so we could complete their delivery.

  • farknos on 30/11/2016 - 11:15

    this is run of the mill for deliveries, very common for couriers to pretend they put the effort in to knock on a residential door, if it cant be left without a signature they leave the favored calling card, its quicker than delivering the parcel.
    i dont think it matters if its toll or starfail/aust post or any other courier company with the exception of the 3rd world call center, they are all less than impressive, as a rule they pay peanuts and we get deliveries via monkeys that have no concept of hygiene.

  • havebeerbelywillsumo on 30/11/2016 - 13:45

    …………….and at approx 11.30am local time Toll finally rang.

  • sifter132 on 30/11/2016 - 21:54
    +2

    I used to work for Toll Priority! Let me clarify some things:
    1) I used to ALWAYS get complaints about the customer service - I sympathise with you, it must be pretty bad. I dunno because I never had to call it, just heard customers complain.
    2) If a parcel has a 'no signature required' sticker on it, then it's happy days for the driver. He doesn't have to see anyone, parcel can be put in the letter box, or anywhere else safe eg. back deck, near front door behind plant etc. The parcel the OP describes was a bit different, it was the type where the driver is supposed to attempt delivery first. Never seen that rule enforced though, by management or the sender, and if the driver had a busy day ahead, then he might cut the corner and just drop the parcel next to the door, over the fence etc. Not great customer service, but no fellow driver would criticize him for that.
    3) The Priority in Toll Priority…haha, well I'll tell you this: A driver's priority is to unload his freight ASAP so he can get a chance at having a break before he starts collections in the afternoon. Next time you get a delivery (and you actually see the driver hehe), ask the driver if he will get to have his break today - perhaps he won't, and if he does I bet he won't take lunch until 2 or 3pm so he can deliver everything on board. Drivers aren't always courteous or thorough, but they are thinking about the customer - usually the next delivery, and how they can get there ASAP. It's a form of priority I guess.
    4) Definite driver error in dropping at the wrong house, no excuses. As a driver you just hope the guy who gets it will do the right thing. Although I might mention, the numbering on houses and particularly units leaves a lot to be desired generally. Try turning up to a block of units, and there are no numbers on the door, and you've got to find #5. If you are against the clock, as all couriers are, then this will have you tearing your hair out. Similarly, businesses who don't have clear signage about where deliveries should go, then they look at you strangely for asking about it, or parking the wrong area etc. Signs are king - drivers are always looking for numbers and signs. You can help by having clear numbers and signs.
    5) Filling out a card is not quicker than going to the door to attempt delivery. The 'sorry we missed you' cards take a minute to fill out and scan, then you have to go back to base, put a sticker on the parcel that didn't get delivered and file it in the appropriate place. At least a couple of minutes work, and then you'll just get the parcel back to redeliver in a couple of days time. For me it was worth it to go to the door and try to get rid of it.

    Hope that helps give a little context.

    • havebeerbelywillsumo on 30/11/2016 - 23:32

      Thanks for going to all the effort to add all that detail sifter132 (and the chuckles).

      To add a bit in Toll's favour, late this evening I found there'd been a message left on the answering machine (why didn't the phone ring…technology!!!!) at 7.42AM so contact was attempted 4 hours before I got the call….and obviously that second call was a retry so another good point.

    • baldur on 22/02/2017 - 15:01

      you sound very proudful to provide such a shitty service. maybe thats why you keep having this terribleness.

  • Roney on 01/12/2016 - 00:53

    Sounds like the Toll drivers in mention were ex-Aust Post posties?

  • baldur on 22/02/2017 - 14:59
    +1

    I have never seen such an awfully terrible service in my entire life. They left a delivery card on the 14th of February. because they didn't bother Knocking my door. I did what was suggested on the card and made a redelivery request. They haven't informed me ever since. I gave them a call on the 20th. I made another request. They didn't attempt delivering again. One day later tried to make another request giving the same information. They said they couldn't track my parcel. One day later I said on the phone I'm coming tomorrow to your location to pick my item up. They gave me an OK. And I'm here now waiting for half an hour to pick up my item. They keep me saying they are searching for it. and until keep me waiting for over an hour, they said they lost my parcel. congratulation

    This is just beyond nonsense. I thought toll was a reputable respected company. But they left me speechlees. Does their public relations department ever read google reviews and take some action? Is that a coincidence that a great many of people had troubles preferring them?

    Hateable, disgusting, awful service.

  • havebeerbelywillsumo on 22/02/2017 - 18:35

    Hi Baldur, sorry to hear of your woes. I have no personal experience with this but, from reading comments on OZB, perhaps posting the comments you have made here to Toll's Facebook "wall"(?) may be get a more reasonable response to your problem?

    • baldur on 22/02/2017 - 22:21

      no man. they have no clue as to what they are doing. they are clearly lying, even they are fooling you. i gave all of my contact details every time i called them and made them clear. i told them to reach me whichever way they can. no smses, no calls, no e-mails, nothing. I am 100 percent sure, if i didnt go to their location today, they wouldnt even bother informing me that they lost my parcel.

  • yummycoot on 26/09/2019 - 16:08

    My friend ordered Vodafone TV, toll is in charge of the express shipping. Delivery guy came but didn't knock or leave a note to pick up the product from elsewhere.

    Now he's stuck in conversation with Toll.

    Tracking website says not delivered but there's no way to know if the product will be delivered ever.

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