Ordered Phone off eBay, Delivered by Fastway Couriers and It Hasn't Moved from The Depot since Last Week?

kakarot123 on 13/06/2018 - 19:06
Last edited 15/06/2018 - 12:47 by 2 other users

I ordered a phone from allphones on ebay as I've ordered from them in the past with no issues.

It was shipped via Fastway couriers.

The parcel was picked up on the 5th of June, and arrived at the 'Melbourne' depot ready for delivery in the next available cycle at ~2pm on the 6th of June.

I thought to myself, great, it will be delivered on the 7th or 8th. In saying so, there has been no update or email or notification since from Fastway. I have called them twice to ask what is going on, and they said that the parcel may be mixed up at the local Melbourne depot (which is literally 5 minutes from my house) and they will try to get it delivered ASAP.

I called again earlier today to ask and they repeated the same thing, I put in a request to just pick up from the local depot and they said they would get in touch but I haven't heard a single word.

I've lodged parcel enquiries and there has been no proper response from them (apart from the "we will look into this for you").

I've messaged allphones and they said they will look into it but they haven't heard anything from fastway.

It's pretty frustrating/annoying as I've had issues with my phone recently and just haven't had any luck with anything.
Just wondering if I can do anything about this? Is it worth/justifiable to open a ebay/paypal case?

UPDATE: was told on 15th morning that parcel got lost. Will apply for a refund.

Thanks guys.

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Comments

  • [Deactivated] on 13/06/2018 - 19:13
    +1

    What was the estimated delivery date for your order? Until that has passed, there probably isn't much eBay will be able to do.

    • kakarot123 on 13/06/2018 - 19:16

      Estimated delivery of order was 7th-8th June.

      • [Deactivated] on 13/06/2018 - 19:24
        +1

        I see, I would recommend to wait a couple more days for a response from either Allphones or Fastway, as it is currently only 2 business days late, the 11th was a public holiday here in Vic. If you don't get a response by then, you should try opening an eBay case for "item not received".

  • websterp on 13/06/2018 - 20:20
    +4

    Why am I not surprised? I know we all have our own gripes with courier companies but when it comes to being the worst Fastway simply has no competition. I'm actually quite surprised how they are still in business with such a bad reputation. Perhaps they provide extremely attractive rates so the businesses such as allphones cannot refuse.

    Once they took two weeks to deliver a package where I was located literately 2 km from the sender. Since it was for work I had to use the courier preferred by the sender but at the end I was actually fuming for not driving for 5 minutes and picking it up myself. The staff and drivers are either brain dead, incompetent, don't care or all of the above. Every time I've rung asking why the package status is "at depot ready for delivery in the next available cycle" the answer was - Our drivers turned up around 7pm but could not get it in to deliver the package. This is after telling them repeatedly both verbally and in written form that how stupid it would be to turn up at a business outside of normal business hours.

    Just look at the reviews:
    https://www.productreview.com.au/p/fastway.html

    And also check google reviews. See the pattern?

    • kakarot123 on 13/06/2018 - 20:56

      I've had 6 other times where fastway delivered and I actually had no problems there.
      Just this time, it's been stuck at the local 'depot' for around a week and there's absolutely no contact at all.

      I called twice and they said that it's just been a slight mix up and that it should be there soon and that they'd keep me updated but in fact, they have no updated me once.

  • theoaus on 13/06/2018 - 21:33
    +1

    They took 17 days to deliver a package from Sydney to Melbourne.
    Yesterday i received an email from them "Hi, thank you for your enquiry …….. Regretfully, it appears that your parcel may have been lost; therefore the matter should now be forwarded to our Claims Department for evaluation.blah,blah blah…
    Today i received the parcel…

    It's not Fastway,it's SLOWway…

    • kakarot123 on 13/06/2018 - 21:54

      An absolute joke.

      To be honest, I feel like I shouldn't have to deal with this. Would it be unfair of me to open an ebay/paypal dispute if I don't receive my item?

      • Quantumcat on 13/06/2018 - 22:06
        +1

        Wouldn't be unfair at all, it's the seller's fault for trying to take shortcuts.

  • Chris Topher on 14/06/2018 - 14:00

    Where I moved from, Upwey Vic, all courier companies considered it to be country, there were more 2 metro rail stations past Upwey. Therefore, being a country delivery there was a fixed 3 day wait, where parcels were kept at the depot until the mandatory 3 day wait was over, that was plus weekends and public holidays. Then there was the standard courier dropoff at the local P.O. because [cough] no-one was home to accept delivery. BTW, the end of my short street ran into 'suburbia' where same day and next day deliveries happen, even with the standard courier dropoff at the local P.O.

    Now that I have moved to the country, standard courier parcel delivery happens here without fail…. on Fridays only. Unless of course, it's a public holiday, it's next Friday.

    The standard courier dropoff at the local P.O. is so lazy and it causes more work for the P.O. Staff and the postie, as a parcel-to-pickup card is made out, the parcel stored, the postie delivers the card. The customer gets the card, arranges to go and pickup.

    (puts soapbox back in corner*

    IOW, you have to be aware of courier policy.

  • Love a bargain on 14/06/2018 - 14:31

    I've had a similar experience with Optus and Star Track. Star Track never managed to deliver the item even after I called Optus who then called Star Track which said they'd the item and promised to deliver the next day. The same conversation repeated for on a daily basis for a number of days until Optus decided that it's easier to just give me a refund.

    All the courier companies are equally bad/ unreliable.

  • SnoozeAndLose on 14/06/2018 - 14:34

    OP any update today?

    • kakarot123 on 14/06/2018 - 16:16

      No update from them. They haven't contacted once or anything. Allphones have said sorry but haven't heard anything updates. I'm probably going to apply for a dispute on ebay as it's been too long with no news

  • angelkulit025 on 14/06/2018 - 14:47

    Had a similar issue with "Snail"way couriers. Ordered something from Sydney, tracking showed "arrived at the 'Melbourne' depot ready for delivery in the next available cycle" at 10 am in the morning Friday. I thought because 10am seems early it would've been delivered the same day in arrived in their depot but nope. Had to wait til the next delivery which is a Monday. Monday came, onboard with the driver and was expecting it to be delivered but guess what nothing arrived at my doorstep! Called CS and told me all the BS stories they can come up with like you need to wait until 5.30pm as they deliver until that time. Tuesday came and was really annoyed and frustrated, called CS again and finally got told the truth that the truck their delivery guy used broke down. (not my problem, i told them) I just want my stuff delivered!. It finally came on Wednesday after more than 10 calls to their CS.

    • kakarot123 on 14/06/2018 - 16:17

      Called them twice and they said they'd text me to let me know when I could pick up the item from the depot which is literally 5 minutes from my house. They said it would take max 24hrs. I haven't heard anything from them.

  • singlemalt72 on 14/06/2018 - 15:02

    Fastway often misplace packages - I have had 2 mysteriously disappear and another mistakenly delivered to an address 1200 km from me.

    • kakarot123 on 14/06/2018 - 16:19

      I wouldn't be surprised if they lost this one.

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