PACK & SEND Australia Avis 

Booked an item for pick up and the courier was a complete no show. No communication whatsoever. Called up to ask for an indication of when it it might be and was told any time between the next 2-3 days, somewhere between 9am and 5pm — not especially helpful for someone who works full time.

So then I ask if I can just drop it off myself, to which I’m told yes, but I’ll have to cancel this booking first and to just take the box in and they’ll sort everything out when I get there.

So I head in to my “local” branch and the chap behind the counter was incredibly rude to me from the get go. As soon as I walked in the door he looked at me with a combination of contempt and bewilderment, as if a man carrying a box was some form of foreign concept to him. He proceeded to be the most unhelpful, condescending and disagreeable individual I’ve had the immense displeasure of encountering.

When I informed him of my conversation on the phone he snapped “did ya book it online?” to which I responded, no, I was told to just come in and it would be sorted. He then proceeded to lecture me about how it’ll be more expensive. I was unaware of this but said that would be fine expecting it to be a smallish amount more.

He proceeded to tell me it would be more than $100 extra simply for dropping it off in person. When I politely asked for an explanation of the different prices he proceed to ramble on about his wages and superannuation and other completely irrelevant details. Instantly regretting having asked, I finally asked if I could book it in online myself right there in the shop to which he informed me yes I could, but I’d need to print my own labels, a statement delivered all the while standing directly in front of a printer. Defeated and clearly not about to receive any help from the attendant, I said fine, I will return with fresh labels.

The next morning I arrive with fresh labels at the exact opening time they’ve listed on their website as I needed to limit how late for work I’d be, having detoured two mornings in a row.

No one home. So I wait 5 minutes…still no one home. I wait another 15 minutes and then finally someone arrives to unlock the front door and switch the lights on. The bittersweet part is that once someone finally decided to show up (nearly half an hour after the advertised opening time) it took no more than 15 seconds to drop the box off. Which is great, but oddly frustrating that it took a weeks long ordeal for such a simple action.

So that is the tale of the worst customer experience of my life. Everyone I dealt with was rude and immensely unhelpful. I will never use Pack and Send again and the only reason I’m not giving less stars is because the parcel arrived within the expected timeframe (although that’s really not their win but the actual courier themselves).

Pack & Send ONLINE is easy to use, reliable and very affordable. Self service is the way to go.

Easy process from start to finish. I should use this service more.

Have had good experiences with this company. Goods transported efficiently and safely

Very easy to book and clear messaging about how to prepare packaging. Opted for drop off and was a very simple process.

My parcel was picked up 4 days after it was scheduled, claiming that no one was at home on the scheduled day, but the box was left at the front door, so if someone actually came, they would have seen the box very easily. Besides, I had left the front door open as I was home the whole day.

Pack and Send got my guitar safely home from America to Australia. I couldn’t speak more highly of them. The service was excellent.

Have used pack and send many times but this time was not enjoyable.

Missed pickups, mixed comms, blaming the courier company when it's your problem.

Hopefully next time is better.

On the 24th of Feb I went to Pack and Send in Preston to arrange shipping of an Artwork within Australia. When I arrived the manager of the store Karim asked me if I wanted insurance and I said, “yes, of course”. He assured me the work would arrive safely, and I spent a lot of time there ensuring the work was well packed. The salesclerk helped me pack the work however I had to use my own bubble wrap as the store said they “didn’t have enough despite me seeing two huge rolls of bubble wrap out the back. I packed the box with the Clerk partly because I also had other things to do that day and I had already been there for over 2 hours. I was also assured he was an expert at this and asked for feedback on the packing a few times. The 3 staff members assured me it was well packed and would arrive intact.

I was originally quoted almost $300 to send a single box and when I expressed that this was a lot Karim offered me a discounted rate. At no stage in the interaction did he inform me that the new rate did not include insurance. I was not informed that Insurance also meant warranty or that I would need to explicitly state the value of the work in order to obtain the insurance.

Unfortunately, the work arrived at the gallery very badly damaged. The Gallery manager stated it looked like the box had been dropped or hit very hard as the glass case was smashed in several pieces and the ceramic piece was cracked down to the sturdy base.

I was very disappointed that Pack and Send would not take any responsibility for the damage of my piece or even give me a refund for the service that they were unable to provide. I was also concerned that handling the broken glass would put the gallery staff at risk. I had to arrange for a replacement work to be delivered by my own time and expense. Unfortunately Pack and Send stopped responding to my calls or efforts to contact them to follow up. I am hoping other people don't have the same awful experience.

Update 27.3.2026 despite lodging a formal complaint with Pack and Send still no reply from them.

Where to start? To say "thank you" for a job well done does not seem enough at all. Brandon and his team at Pack & Send Subiaco (Wembley WA) did an amazing job for my wife and me.

How? My wife and I collect blown glass. We found several beautiful lots at McKenzies Auctioneers (Claremont, Australia). The purchase at auction was the easy part. The hard part would be finding a packing company that could safely pickup/pack/ship our items as we live 11,250 miles /18,105 kilometers away. We live in Atlanta, Georgia (USA). Thankfully, we were recommended to Brandon and his team at Pack & Send Subiaco. Keep in mind, I never spoke to Brandon; everything is being conducted through email, and I am relying on the professionalism of both the auction house (their recommendation) and of course Pack & Send Subiaco.

My wife and I were not disappointed. Every detail that one could think of was covered. First: the cost. Shipping from Perth to Atlanta is not a cheap proposition. Brandon and his team researched the most cost effective way to ship our piece and gave us a few options. The piece of concern was a significant and extremely delicate, one-of-a-kind sculpture that when assembled stands over six feet tall (1.83 meters). To say we were anxious would be an understatement. Brandon and his team knocked it out of the park. The sculpture and its stand arrived in two boxes and the packing was brilliant. I don't know how else to say it...as mentioned, the glass sculpture itself is very delicate and could easily have been damaged in transit....it arrived perfectly intact.

If you have something really delicate and it needs a little extra love in packing, you found the right company in Pack & Send Subiaco. We will definitely do business with them again!

They picked up from the door, were terrific with clear instructions, delivered to my door as promised. Price was extremely fair. I have told everyone in my family!

Pricing was great, and pickup from our office was super quick. The tracking was updated regularly so we knew exactly where it was the whole time. The box arrived safely in NZ sooner than I even expected, and our customer was very happy with the delivery. A completely smooth and seamless process with a 5-star outcome.

I ordered transport for my items from VIC to NSW twice. The first time everything went smoothly, but the second time they kept delaying the delivery endlessly. I have no idea why

On top of that, every time I called customer service, I couldn’t get any real solution or help.

Overall, this shipping experience was absolutely terrible.

The team at Toowong pack & send are very helpful and courteous.
Using the online booking system is easy & makes the postage prices a lot more affordable

Yes a good company what they first quoted me some $80 became $314 a bit of a surprise to say the least also tracking number not available until the next day made the receiver a little nervous

I found the set up very easy to use and the communication was excellent

We have used PACK & SEND’s Online Self Service for repeat shipments using the exact same box, same contents, same dimensions, same weight range, and same route.

Despite this consistency, we have now been charged multiple “Manual Handling Surcharges” after delivery for shipments that are materially identical to many others that travelled through their network without issue.

When challenged, the explanation provided was that invisible or unspecified factors during depot processing may trigger automatic charges. No evidence was provided. No measurable difference was identified. Just a generic reference to automation systems and terms & conditions.

In other words: identical shipments may or may not attract additional charges, and you won’t know until after your credit card has been charged.

That is not transparent pricing.
That is not predictable commercial practice.
And it is not acceptable for businesses relying on consistent freight costs.

What is most concerning is the pattern — repeated post-billing adjustments on shipments with no meaningful variation.

If you are a business sending repeat freight, be aware that even if nothing changes on your end, your final cost might.

Very disappointing experience.

The team reliably pick up and deliver my fragile items from Sydney to Melbourne.

It was easy to book online and the delivery time from NSW to Qld was very fast

Excellant online execution. On time pickup and quick delivery.