TNT/SWMY Whats The Deal ? (Delivery Problems)

L2fiddy on 30/01/2018 - 18:14
Last edited 30/01/2018 - 19:57 by 1 other user

Why does TNT/SWMY has such lousy service?

Backstory :-
Waiting to receive some packages that are arriving from overseas. Been tracking it since it left its origin country. So it arrived in Melbourne and cleared custom on the 28/01. Delivery date was set for the 30/01(today) so I organized my day off so I can be at home and receive it. Up to this point nothing's happen and everything is fine.

So been at home all morning and been waiting at 2:05pm received a SMS saying that I was unavailable for the packages to be delivered. I've been home all day, and no one rang the door bell!
I quickly ran out to see if the driver is still around. No one.

Next course of action was to quickly call TNT so they could turn the driver around. Spoke to someone, and they said they will get it organized. Received a call back in about 10 mins and was told everything is organized and driver will be returning, asked if it will be long, she said no since the driver just left not long ago.

2 hours later! No driver, no call, no door bell. This was around 4:15pm. Call them back, re-explain what happen. The person that I spoke to said that she (different person) will follow up and organize for the driver to turn around and it will be today since driver finish between 5pm-6pm.

I thought great, wrong!

Call back again at 5:45pm and spoke to someone else this time. He told me that no request has been made since my call at 2pm. Now the driver has return to the depot and nothing can be done until tomorrow and someone will call me at 9:30am tomorrow.
I mean like WTF is going on, I organized my day off, that's a lost of income for 1 day. I waited at home all day and driver did not attempt to deliver at all and to top it all off, all the calls and enquiry I made was not action at all?

This is not the first time it has happen. Firt time it happened, I spoke to someone to try and organize a re-delivery and the person told me that TNT does not do re-delivery, I have to collect it at the nearest local exchange. WTF? In the end I gave in after speaking to them and the manager for 30 mins, it was either I collect it myself, or pay and extra fee for it to be redelivered.

This time around I'm not letting them go that easy.

What can I do about this?

Should I complain to consumer affairs?

*Driver Run No:30411

General Discussion

Related Stores

swmy.com.au
swmy.com.au

Comments

  • jelko on 30/01/2018 - 19:38

    Get your package delivered to your work or have somebody else stay at home next time.

    You should complain to the delivery service. If you're not happy with their response, then use another delivery service next time.

    Consumer affairs can't do a thing.

  • try2bhelpful on 30/01/2018 - 19:42

    This is the reason we got ourselves a freebie parcel locker from Australia post and pick things up from there ourselves.

    https://auspost.com.au/receiving/alternative-delivery-addres…

    It is not that far away from us and they send us an SMS with the relevant locker code once the parcel is in place. A toddle down the to local post office and the parcel comes home.

    Advantages:
    - No more arguments as to if we were home
    - Parcels not left in insecure locations because the driver decided to leave it on your doorstep.
    - No more arguments as to whether we received the parcel or not, as the first point of delivery is the Post Office.
    - Can pick up the parcel 24/7 so no more waiting at home for delivery
    - SMS to confirm delivery and provide the code
    - Free

    Disadvantages
    - having to get it from the post office
    - the size of the package is limited

    Just got some filters delivered from Pet Circle and they said they would only have one go at delivering them - so we lined up the parcel locker. Worked a treat.

    • D C on 30/01/2018 - 20:50

      Useless in this case because TNT won't deliver to an AusPost locker.

      • try2bhelpful on 30/01/2018 - 21:39

        would this be any use to you?

        https://www.tnt.com/express/en_au/site/home/how-to-ship-parc…

        • D C on 30/01/2018 - 21:52

          The newsagent deliveries have been around for a few years, not that well advertised.

          Won't help @OP as in this instance his parcels were large & heavy - the newsagents won't take them. Might get lucky.

        • 2fiddy on 31/01/2018 - 22:59

          Suppose to get a call from their manager this morning at 9:30am but nothing. Called them at 10am and was told nothing has been action and i should've organized a redelivery(i was under the impression that this was done yesterday after so many calls back and forth. Anyway, a few calls back and forth over the next few hours later, a team leader finally called me back and was told a redelivery will be arranged at their expense.
          So i finally got my pacels this evening around 4pm.

        • try2bhelpful on 31/01/2018 - 23:06

          @2fiddy: At least they have been delivered. I would be giving feedback to the seller that the company they are choosing for deliveries is unsatisfactory.

  • 2fiddy on 30/01/2018 - 19:54

    I usually have them delivered to work since i live alone and there's no one to receive it for me.
    3 large boxes that are 15kg each is a bit much for me to carry home.
    The point is the driver did not even attempt to deliver, he just drop the card expecting i wasn't home.

    • Randxyz123 on 30/01/2018 - 20:21

      3 large boxes that are 15kg each is a bit much for me to carry home.

      Uber?

      • 2fiddy on 30/01/2018 - 20:26

        Doubt it’ll fit in a sedan

      • 2fiddy on 30/01/2018 - 20:42

        Lol. The point is, if i could receive it at work i would've done it. No point wasting 1 whole day at home waiting for it.

  • D C on 30/01/2018 - 20:52

    To add to the "TNT is useless" theme, their SWMY site only tracks items sent domestically, not from overseas. YMMV.

    Use TNT.com for tracking.

    • 2fiddy on 30/01/2018 - 21:14

      I used both.
      The point still remains that the driver did a lazy and just drop the card without attempting delivery.

      • D C on 30/01/2018 - 21:53

        At least you got a card, SMS is the norm these days. Don't even have to get out bed to send those.

        • 2fiddy on 30/01/2018 - 22:07

          Lol. Sad that you’ve paid over $1k for their services and this is what you get.

  • brad1-8tsi on 18/09/2018 - 13:38

    So frustrated with TNT. They are hopeless.

    26/08 Bought a 75" TV in the ebay sale

    05/09 Order dispatched QLD to SYD

    07/09 TNT attempt delivery - I'm not home because they gave no notification they were coming.

    10/09 I ring TNT to organise a delivery for my next accrued day on the 14/09

    11/09 TNT attempt delivery. I then proceed to make 5-6 phone calls to them confirming they will deliver 14/09 (because their systems are rubbish and they don't communicate with each other.) They advise delivery will be before 3.00pm on 14/09 (that's as close as they can get).

    14/09 I wait until 2.30pm and then call TNT. They advise that the goods weren't put on the truck. I proceed to make 10 phone calls over the next 3 hours trying to get a mutually agreeable solution (because their CSAs aren't empowered to make a decision and they can't communicate with each other). I can't get a day off for a month. I can stay home until 09.00am or come home at 3.45pm. Apparently they have no way of targeting a delivery beyond a specific day (which they have proved they can't do anyway).

    17/09 TNT CSA rings me in afternoon asking if I received my delivery despite my notes clearly stating that they need to organise something at a mutually agreeable time period. The guy from TNT then tells me they aren't a courier company and he intends to send the TV back to QLD. They don't seem to understand that people generally work 5 days a week and days can't be taken off with zero notice and unlimited quantities.

    I can't believe this company. I'll never buy anything again when TNT is involved.

    • brad1-8tsi on 19/09/2018 - 09:49

      Update:
      18/09 - they tried to deliver at midday. No notice that they were coming and they obviously haven't read the note on my file saying I can be there up to 8.45am or after 15.45.
      Hopeless

      • 2fiddy on 20/09/2018 - 21:27

        I feel your pain.
        The fault lies with the driver i believe. They are too lazy to actually deliver the item, so they just drop a card in the mail box and their support staff are no help at all and lie a lot. In the end they wore me down, got my things delivered to a newsagency and picked up from them instead. I vowed never to use them anymore.
        I hope everyone does the same, these kind of company should not be allowed to conduct business.

      • Blakes7 on 20/09/2018 - 21:35

        Good luck; I'm in a very similar situation.

        Advised a 17:00 delivery, but they show up at midday when I'm at work :(

        So scared my hard earned, delicate $$$$ TV is being roughed up, carted all over the suburbs all day, then back to depot, and out again for another day.

        Also, I guess there will be an additional delivery fee?

        • 2fiddy on 20/09/2018 - 22:42

          They tried to get me to pay the additional delivery fee. Manage to argue my way out of it. In the end it didn't matter anyway, as they pull the same stunt with redelivery. Just drop off a card, without attempting. Got an sms, ran down from my apartment, was already gone.

        • brad1-8tsi on 21/09/2018 - 08:23

          Don't use the website. Call the customer service. Arrange a delivery date. Be nice but firm. Keep telling them you aren't upset with them but with TNT's systems.

          Don't pay extra - the contract for delivery is between TNT and Video Pro

      • brad1-8tsi on 21/09/2018 - 08:20

        Finally delivered yesterday afternoon 20/9. They had threatened to return it to sender and I called their bluff and told them that was fine by me.

        I was told the box would be picked up from the Enfield depot at 3.30pm and be delivered between 4.00pm-6.00pm so I left work at 3.10 and arrived home 3.45 (thank you Sydney Trains). The driver rang at 5.30 and said he'd just picked up the package and wanted to make sure I was home.

        He arrived my place (Erskineville) at 6.10PM. The TV hadn't been strapped in or secured in any way and had one edge propped on the wheel tub, so the carton was only supported on 2 edges. Possibly it had fallen over in transit. I didn't think to take a photo as I just wanted to get the transaction over with and couldn't be bothered arguing with the driver and his transport practices.

        I helped the driver carry it in (this was pre-arranged and I was happy to help).

        There was a hole in the box (took a photo).

        I've unpacked the TV and it wasn't damaged and seems fine but TNT= Never again.

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