Ordered a mobile phone from a Sydney store, who quickly shipped the same day and I received a fastlabel number.
Checked online the next day (Friday), to see that it had been picked up. Monday I checked to see no updates. I thought it might say in transit, nope nothing.
Checked Tuesday, Online tracking said it was on the truck and would be delivered today. By 7 pm it still hadn’t turned up.
Next day I rang the customer service at 8.03am. the waiting time to talk to the customer service was one minute. 20 minutes later they stopped giving a time. After 30 minutes I got through and explained what had happened, the service agent found it hard to locate the order, even though I gave her the number. When she did, she couldn’t understand why it was not delivered, all she could tell me that there was no more scanning activity since pick up at the depot. “maybe it was on the 48 hour delivery” she said. Apparently a fastway day is 48 hours! She could not contact the driver by phone so they would would send a him SMS. She we let me know by SMS in a half hour.
After four hours of silence, during which I checked online to see if there was any change. It now said it " Your parcel is at the delivery depot ready for delivery in the next available cycle" When I rung to find what is the next available cycle, I was told that it was still on the truck! So why the online tracking message that says otherwise. They couldn’t tell me.
I asked to speak to the customer service manager, sorry her “supervisor” was unavailable but she would send her a text message to call me in a 30 minutes. “what do you wish to talk to her about?” Obviously the missing parcel, I just said to discuss the appalling service.
Well, an hour later she rang me, apologised and said she would see what she could do, “would I be home to receive the parcel” Yes I would be, so she would let me know.I heard nothing and I had to go out later, but my son had arrived home. The parcel arrived, and my son said “bit late mate” alluding to the fact it had taken 48 hours to deliver. The driver’s response was to mutter something about " I don’t know"
I checked the online site after delivery today to see that they had added this “We attempted to deliver your parcel however no one was available. Please visit www.fastway.com.au/card or contact your local courier to arrange redelivery” to the listing between it was on the truck waiting for delivery and “Your parcel is at the delivery depot ready for delivery in the next available cycle.” This definitely wan’t there the day before, it looks like some one is trying to cover there backside. I was going to write a letter of complaint to the CEO of the company, turns out the head office is in New Zealand.
Fastway, no way.