Nathan McDonald

Review of InXpress Australia

I wish I could say good things about InXpress but ...

I wish I could say good things about InXpress but my recent experience made me feel like they give absolute no care to customers and will go out of their way not to help you at all. Long and the short of it, they organised a one off shipment for me. I didn't need to setup an account as I do not need to do shipping in my business so they elected to just use their own InXpress account with Startrack. They should of just said we don't do one offs and then I wouldn't have to write this review. I was not offered insurance and guess what, the shipment was lost by Startrack. Fast forward 4.5 weeks and they gave no care. InXpress said they were ringing their account manager at Startrack and saying its all they could do, I rang Startrack almost everyday chasing up my items and the information was completely different then what I was being told by InXpress. InXpress said the investigation was still under investigation with Startrack when I know for certain the Investigation was completed 2 days earlier and Startrack gave me 3 options to get my money back for the lost goods. They did not want to take any of those options, threw it in the too hard basket for them.

One of the process was to take a disclaimer certificate to say the goods have gone missing with Startrack to their account manager which they never did because they didn't receive the certificate. I had to do all the ringing around and they didn't care nor take priority of the issue. They say they would call me back on numerous occasions and never did. The final straw was in an email to me which said the exact wording:

"Inxpress have exhausted all avenues with Startrack for recovery of your goods including reimbursement in line with the following:

clause 11.3 Unless you have elected that our Transit Warranty is to apply to a consignment, we do not provide a warranty against loss or damage to goods during carriage and while the Goods are in our possession.

As you are aware, you chose not to open an account with InXpress with this consignment booked via our cost account.

The only avenue now left to you is to access your business insurance to cover the loss of your goods."

So I had to take it on myself to ring Startrack again, finally spoke to somebody who cared and 40 minutes later had found my items. Finally delivered 5 weeks after pickup.

I would be careful of your accounts with InXpress and can not recommend them to look after you if something goes wrong. It definitely has opened my eyes.