Team Global Express

Three times now I've had to use this company to receive parcels and they always fail to deliver first try. This morning somehow they managed to miss me and leave a card in my letterbox, when there are clearly two cars in the driveway indicating there are people home, so clearly the driver couldn't be bothered, just put the card in the box and drove off without even trying to deliver my parcel. Absolutely fuming. I will be doing my best to avoid using this company again.
Edit: after organising redelivery the following day on the parcel I have waited all day and received no confirmation or communication about when, or even if, it will arrive. At this point I can only assume they have decided they cannot be bothered doing their jobs and will now be keeping my item.

I can only agree with the other reviews. This company needs to remove the word 'express' from their name. Even 'global' is a stretch. Clearly my rural address, 15 minutes from a major centre, is too far for their drivers to bother with. After a week of watching the tracking state 'out for delivery' I drove to their depot where my parcel was sitting and collected it myself. Beats me why Amazon use this company and not the good old fashioned postal service!!! I will not be a repeat customer.

I am pretty sure these guys used to be Toll but have possibly rebranded. I say that because of the trademark customer service - which is absolutely terrible.

Lets start.

I ordered a Christmas present that was due to arrive on Monday the 20/11/23, I was not at home as was working and so I received a card encouraging me to reschedule delivery.

I hop on to the website on the card through my phone, and try to schedule redelivery. After going through the motions of creating an account, I get to the option to select redelivery options (At this stage I could not continue on the phone, as they appear to have not tested the UI at all - leaving the confirm redelivery button inaccessible. I switched to my laptop) On this page it states something to the effect of "redelivery must be requested before 7pm for next day delivery, otherwise it will be the day after" no worries, I book my redelivery for the 22/11 and request for it to be left at the front door. They state that in order to do this, I must leave the card at the front door too. I set a reminder to do that on the day.

Tuesday the 21/11 I get a text message saying they cannot leave it at the door as the sender had requested they get a signature. I call the centre when I get home from work at 6:30pm (before 7pm) to request redelivery, and let them know that I'll be on site to sign. The agent "Blessella" tells me that wouldn't be a worry, and confirms my best contact method as being through my mobile. I'm told I would receive an SMS and an email.

The SMS and email do not come through on the Tuesday, and after not coming through on the morning of the 23rd, I call the call centre again.

This time I speak to a supervisor - Renato, who confirms that Blessella did nothing in relation to my order following the call. He also advises me my package will not be coming today, so the time I've taken off work meant nothing, and they likely expect me to now take another day off work to arrange it.

Completely unacceptable.

I request it to be returned, and I request reimbursement for my time. The absolute lack of accountability, and the sheer amount of handballing that happened next was shocking.

First I got that because I put the order in at 6:30pm it was too late to be picked (which is irrelevant when your website states any order before 7pm can be delivered the next day) then I get that this 7pm claim is "incorrect information"

When I try to log into my account to view the order to grab a screenshot, its suddenly in "error" mode.

They then try to say that it was DHS, to which I reminded them that everything about the service from the card to the call centre was them.

I eventually got through to Angela in the customer complaints team who said they cannot provide reimbursemen (incorrect according to the ACCC)

I get through to her supervisor Betty, who tries to say the same and who suddenly backflips on this "not being a process" after I bring up the ACCC.

Shortly after this, I am told that they WILL be delivering my package today after all.

3 hours 30 minutes in total for a resolution when they could have done this from the start. It is shocking then to think, how many other people they are screwing over with this type of behaviour and getting away with it - simply because they will not dedicate three and a half hours to jump through all their hoops.

Let me be very clear.

When you see "Team Global Express" are going to be delivering your package, you are NOT paying for a freight or courier service.

You are paying for an experience in frustration.

You are paying for phonecall's with staff that don't know their own websites or their own processes. You are paying to be gaslit for their mistakes, you're paying for a service that you are going to have to PUSH to be fulfilled.

I see your rebrand toll, but here is a secret. Rebrands are a waste of time, if you don't fix the core issues that lead to it in the first place.

Joke of a service, Joke of a company. Avoid as you would the old Toll

Chris, in his review below is 100% correct. The depot is an absolute debacle and frankly so is the entire Team Global Express business. Expected incompetence in every possible facet of this business, definitely don't expect you parcel to be delivered.

Pathetic excuse for a courier service , failed to leave package at door despite cctv at door , left card with code that didn’t work , try ringing company no answer , having to drive to miners rest to pick up package , tell me it won’t happen again next week package not left at door have to drive back to miners rest , will not use ever again and hope the go into liquidation soon …,,, 🖕team global express

Useless, why drive so far out to my place and leave a card in the fence? Worst service and not able to get in touch to find my delivery. Avoid like the plague