Warning to anyone buying anything sent by Toll Group

ClintonL on 20/05/2020 - 15:53

So i ordered a few packages from toll, they were sent out on the 4th of May. Unluckily for me they were hacked on the same day and their data posted over the dark web (not the first time within the year either).
Packages were from Melbourne to Sydney. I called up and they said systems would be back up in the week and even though there is no tracking there won't be any delays and packages will still be delivered as normal without delays.
Fast forward to end of last week i called up again they said stone wall me with the same thing so i put through an online complaint. Obviously i don't get a reply from the complaint and today i call up again to escalate.

Fast forward to today and it's been 16 days. I call back and they say they can't check where the package is because systems are still down. I ask to flag my packages as missing but they assure its not even though they can't track it. I tell them that the parcels have not been received and it's past double the ETA even though "there were no delays in the network". I ask for them to escalate the call to speak to a manager and they say they can't because the system is down, i asked them for an email address to send in a missing enquiry and they said they can't because the email is down. I then ask for a reference number and get told they can't generate it because surprise surprise the system is down.

So now i'm sitting here trying to decide what i can do.

TLDR: Don't use Toll

General Discussion

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Comments

    • ClintonL on 20/05/2020 - 16:05

      Yeah i'm aware of the hack, just find it amazing how a big company like that can have their system down for over 2 weeks. Also hopefully steer away anyone here from potentially having go through the same shit.

      • Pineapples on 20/05/2020 - 19:08
        +1

        Down for two weeks AND be hacked twice in a few months. Pretty poor form.

      • ihateuall on 20/05/2020 - 19:25
        -1

        if it wasn't down, would that even achieve anything?
        you'd be able to see it's stuck in transit, and what town the packages are in.
        what use will that be, you still don't have the items.

      • Vandelay Inc on 22/05/2020 - 07:51

        Same thing has happened to me. I've been waiting 2 weeks and still nothing and no update from toll.

    • CheapandUsed on 20/05/2020 - 17:15
      +3

      https://www.itnews.com.au/news/toll-outsources-it-to-india-4…
      The comments are the key point
      " Gordon Hickley • 2 years ago
      Disaster in the making. Will be interesting to see the retreat with tail between the legs in years to come. The perceived benefits of offshoring just aren't there. Promise high and deliver low."

      Nobody learns, CIO reduced costs by outsourcing, gets the bonus, jumps to the next sucker, ship sinks behind them, repeat.

  • Sergeant Salami on 20/05/2020 - 16:00
    +3

    Hey OP, we use Toll at work. They got hacked again for the second time this year. They have taken their track and trace and other systems offline. Packages will still be arriving as usual but you won't have any visibility over packages.

  • netjock on 20/05/2020 - 16:38
    +1

    LOL is any of the other services any better even when they are not hacked? Even DHL takes 2 weeks to get items from Hong Kong to here. It isn't "usual" times.

    It is interesting a lot of hacking is going on, because all the hackers are probably under lock down and can't find a freelance job.

    • ihateuall on 20/05/2020 - 19:24

      it's probably more likely because windows 7 has lost support from Microsoft this year so it's open to flaws and people are still using it.

  • dasher86 on 20/05/2020 - 16:40
    +1

    ordered a package on wed received today.

    • ihateuall on 20/05/2020 - 19:23
      -2

      on wednesday received today? today is wednesday. which wednesday was it ordered. your comment is poorly written.

      • dasher86 on 20/05/2020 - 19:45
        +2

        Clearly last Wednesday.. received today.

        I hate you all as well.

  • popsiee on 20/05/2020 - 16:44

    Toll Priority
    1.2 from 3,773 reviews

    https://www.productreview.com.au/listings/toll-priority

    Not only the hack they are hopeless !

  • knasty on 20/05/2020 - 18:30
    +1

    Can't be worse that StarTrack. I've had so many issues with them even where their system were working…I now actively avoid online vendors that ship via StarTrack.

  • Pineapples on 20/05/2020 - 19:07

    Worst case scenario, was it purchased with PayPal or a credit card with insurance?

    • ClintonL on 20/05/2020 - 19:33

      Credit Card, don't know if it's fair to start a chargeback against the seller though if it's toll that lost it (seller sent me consignment numbers and shipping notice). If i don't receive anything in another week or so though i'll have to see.

      • Pineapples on 20/05/2020 - 20:42

        That's a good point about not pinging it back on the seller. I just checked and the Postal Service Ombudsman doesn't cover TOLL. I've found the local TOLL depot really helpful in the past, but not sure what they'd have to add in your situation.

  • ihateuall on 20/05/2020 - 19:22

    toll have been perfectly fine for me.
    next day delivery, never missing a beat. they come pretty much exactly on the minute the same time each day.

    So i ordered a few packages from toll

    From Toll or through Toll? They deliver packages, not source them.

    What's this about them leaking private info? You can't make claims like that without backing it up.

    • ClintonL on 20/05/2020 - 19:29

      I ordered packages from a place delivered by Toll.

      https://www.tollgroup.com/toll-it-systems-updates

      20 May 2020, 5PM AEDT
      Following our announcement last week that a ransomware attacker had stolen data contained on at least one Toll corporate server, our ongoing investigation has established that the attacker has now published to the dark web some of the information that was stolen from that server. As a result, we are now focused on assessing and verifying the specific nature of the stolen data that has been published. As this assessment progresses, we will notify any impacted parties as a matter of priority and offer appropriate support.

      12 May 2020, 4.15PM AEDT
      Toll confirms data theft following targeted cyber attack
      Early last week, following detection of suspicious activity on our IT systems, Toll confirmed it was the victim of a cyber attack involving ransomware known as ‘Nefilim’.

      After detecting this attack, we shut down our IT systems to mitigate the risk of further infection. Toll has refused from the outset to engage with the attacker’s ransom demands, which is consistent with the advice of cyber security experts and government authorities.

      Our ongoing investigations have established that the attacker has accessed at least one specific corporate server. This server contains information relating to some past and present Toll employees, and details of commercial agreements with some of our current and former enterprise customers.

      • netjock on 21/05/2020 - 00:30

        Our ongoing investigations have established that the attacker has accessed at least one specific corporate server. This server contains information relating to some past and present Toll employees, and details of commercial agreements with some of our current and former enterprise customers.

        A lot more exciting than them stealing millions of delivery data knowing where 200k pairs of Nikes went to each household last year.

  • psdillon on 21/05/2020 - 12:42

    Never order a gift if it's sent via Toll, despite vendor promises of delivery dates. Christmas before last gift never arrived. After much chasing up and failed promises of re-delivery, found the package at Melbourne distribution centre, 3 weeks after Christmas. Had to go get it myself.

  • Lysander on 28/05/2020 - 21:40

    Seems there is no service that works and is reliable left in Australia???!

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