It has been over 2 weeks and my item is still at the depot, this is unacceptable on how one would operate. The person that run this Auckland Toll operations should be fired. No accountability or ownership on goods been late.
I paid for some furniture, to be delivered from Botany to Kaeo. That was nearly 3 weeks ago. i was assured that it would be on the next shipment north. Hours of chasing up, unanswered "customer service" numbers, and i discover that it hasn't even left the depot in Auckland. This company is a disgrace. I have no idea whether it has been lost/stolen/misappropriated, or whether we have to continue to sit at home day after day waiting for the delivery that never comes. DO NOT USE THIS USELESS COMPANY WHICH HAS NO IDEA ABOUT LOOKING AFTER ITS "INSIGNIFICANT" SMALL CUSTOMERS. The one star is simply because they won't let you post none.
Ordered my parcel for a function, after a week and a half an attempt of delivery is made on a Tuesday, a call card is left in the letter box. Contact made to redeliver is arranged with delivery instructions if no one is home. 4 days later on Saturday the day of the function nothing has arrived. Try to call Toll s customer service line to arrange pick up but they are non operational weekends so call back on Monday during business hours. Toll s service is stuck in the 90 s, can you please be contactable 24/7 like most postal businesses in the millennium. When your reviews are mostly poor then that sure says something about Toll services.
I was going to lunch as the driver was delivering to the business next door, so I assumed when I returned from lunch my delivery would have been dropped off. Nope, apparently our office was closed, which it never is, he just didn't try. This was for an overnight package I needed that day, by Monday when they did deliver the urgency was gone, they'd already messed me around.
I used the TollNZ complaints service to ask why the driver was literally meters away and did not deliver, and why he lied and said we were closed.
I get a response that my consignment does not exist. I told them it does and it with a screeny, again 10 days later (so much for priority complaints) I get another reply telling me it does not exist. Turns out the NZ site had sent my NZ complaint to Aus and they would divert it to them. A few days later I get a call asking if my package was delivered, I said yes, but my concern is why it was late, oh, I'm only calling to make sure it was delivered.
As far as they are concerned, its done, they don't care. Totally inefficient management, how much time and fuel is wasted, and stress caused, by Toll drivers not doing the job they are paid to do? Toll should be hard on this sort of thing to ensure they do deliver first time every time, where possible. I'll be suggesting to my supplier a change of freight forwarder, given all the rubbish reviews on here, it does not bode well for any business that associates with them.
Has been sitting in their AKL depot for nearly a week now. Just sitting there doing nothing, not being delivered. As useless as a chocolate fireguard this company.
This company can not deliver on time.even worse they lost my package. It took 5 days from point of pick up to get to depot. Package was coming from manurewa to botany.
A 25min trip. Wouldn't use or recommend this company to anyone. And they still haven't resolved it. Just been bounced from one place another. USELESS
Waited for my parcel for 14 days and I called them. Told me my parcel has been lost and didn t even try to inform me about the issue beforehand. Just told me to ask for a replacement or refund to Adidas. I am very unhappy about their service.
They do not appear to have phones or know how to use them. Very very poor service.
Left Xmas present package by the garage door exposed on a rainy day without knocking. Instructions were to leave on front porch if NO ONE WAS IN. Luckily I was in and saw the driver as he hopped out, left the package and scarpered.
Zero stars is my rating!!!i bet the 4 and 5 stars they received are from TOLL management..Very bad,rude,slow,horrible and disgusting delivery service..All I wanted was the location of my parcel..Customer service there is a Joke,they should be fired.Rude and arrogant people,after treating me like a child and moving me from department to department.puts me on hold for 25minutes then said.sorry,and hangs up..that call wasted 45minutes of my life!!!
I call back the next day to complain to the manager and the dick says,"you again...sorry,the manager isnt here..bye.." and hangs up again..NEVER USE TOLL PEOPLE!!!!
My parcel was sitting in their depot for a week before they decide to deliver it.
Another parcel, they said they attempted to deliver it but no one used the intercom to even try to deliver it.
I don t understand why business keep using it for delivery, they are at the same level or even worst than Aramex.
Such a shame...
I don't write reviews but seeing as I have been waiting for periods of up to an hour for the last few days trying to call through finding out where my parcel is. Left message for a call back three times and still have not heard anything. spoke to the shop where I made purchase and they said it was picked up 10 days ago. On the track and tracer it says when its been picked up but doesn't show anything else. I will not buy from any shops that use Toll. Unacceptable and very poor service. No communications.
Worst experience ever. Waited a whole month for my item to show up. Half a dozen phone calls to the call center and now they have told me today my item is damaged and I will be needing a replacement from the store I order it from. Had to get a refund from store i order from and advise them to consider changing courier company as they have just last a customer thanks to Toll.
Have been waiting 2 and a half weeks for a domestic NZ parcel and after multiple calls and emails with customer service I finally find out that the driver doesn't even have my parcel...The lady I talked with on the phone was very nice and helpful and would hate to blame her customer service on something that is out of her control. Just don't ever order something using this service if you can somehow find out.
Extremely dissapointed
Parcel booked on Friday , pickup didn't arrive parcel left out all weekend .
I shouldn't give them one star either, worst customer service i have even received in my entire life. Staff have been giving me wrong address to correct the parcel , visited there , couldn't find the signage, at last staff told me that its not our address.Delivery service is pathetic , drivers leave parcels (big boxes) on top of the letter box which is on the road. Big boxes should be deliver to the doors. Never knock or check if someone is at home , they leave the parcel on the road. how careless these drivers are, i am surprised,many other people who have used Toll have received very poor service so i am not alone. Shocking part is management never reviews the service standards ,the company is delivering ?
if this continues company would definitely shut soon.
Phone lines are terrible,never answers , if answers they keep you transfer here and there.i am done with them. I never want to use them but unfortunately when order things online those companies use Toll as a carrier. WORST WORST WORST .....NZ TOLL TEAM INCLUDING CS ,DELIVERY TEAM,DOMESTIC/INTERNATIONAL are USELESS USELESS USELESS.
Terrible service, always have a bad experience with theses guys.
Tried to call the 0800 and the 09 number many times, could NOT speak to a real person ever! Can't believe it takes more than 6 days to ship a car from AKL to Wellington. No update, no follow up, no notification, NOTHING! And I haven't got my car yet!
I've had 2 failed deliveries! I had to get a replacement sent out and that didn't even reach my hands! Says it was delivered but nothing! I didnt even sign for it either of the parcels. Your drivers keep signing for them. I've waited weeks for this parcel.
Very unhappy with the service I received transporting my car from Christchurch to Auckland. Finally washed my car after the move and noticed there are scratches and indentations on the roof of my car! According to their contract Toll take no responsibility for damages or losses, this is ridiculous especially when such damages or losses occur when the clients belongings are only accessible to them. I will not be recommending their services or use their services again.
I'll no longer be purchasing anything from an online store that uses Toll as their courier.
Our experience with this company was terrible from the beginning to end after 7 day and many many phone calls from customer service to management nobody was helpful! I will be avoiding any company who uses toll courier from now on.
After my parcel was collected and ready to be delivered, 7 days later still not delivered as apparently the driver can't find the address? Not once did i get a call asking me for directions, and we get couriers delivering daily lots of parcels, how useless. Will never recommend anyone to use Toll New Zealand for their poor service!
Very poor, waited in all day , they say they attempted delivery, at 5-40 pm after i waited in all day. I was home my 2 cars outside. I was in the front room till 6-30 never left the room , if they did call why didnt they not leave a note or try harder to get my attention.
very angry.
Expecting a package delivered by Toll. They've marked it as delivered with no signature to a 3rd party. I have not received my package, nor a notification of attempted delivery. One can only assume that the contents of my package were desirable enough to steal. I will be contacting the police over this matter.
Form Auckland to Auckland. 2 weeks went by and I haven't received it
No person ever answered my phone calls.
Was ringing to alert them to one of their 40 foot container truck drivers insane driving - encroaching in to my motorway (SH20) lane twice within 800 metres - when i passed him on the outside of him i could see he was busy on his cellphone - awesome skill set when driving a large truck let alone illegal.... Truly a muppet.
Well done Toll....
I deal with Toll drivers everyday and they make me not want to get out of bed in the morning. Unprofessional, always on their air-pods talking to mates, rude and just complete lack of care for their customers. Toll needs to put new systems in place to make their service more professional.
Changed the address without updating the website, no reply on the phone....
Extremely poor service, taking forever to deliver the parcel, spoke to the lady on the phone who was extremely rude. Pathetic service
Do not use this company! I ordered products on the Adidas website and unfortunately they use Toll as their courier company. I ordered these products 2 weeks before Christmas as Christmas gifts. I tried calling several times before Christmas and was promised delivery before Christmas. Christmas came and went and I received nothing. I then decided to use the gifts for my partners birthday present in early Jan. Still nothing. I made countless calls and still empty promises despite talking to managers. Pathetic customer service and kept blaming Adidas when in fact it was their own incompetence.
Package we ordered with replacement cable for our internet didn't show up for one and a half weeks meaning we had to fork out $ for data in the mean time. Later found out that a pile of Toll courier packages had been abandoned in Mangere. If I could describe this company in an emoji it would be:
Easy company to deal with, I used the vehicle transport service they have
The worst courier company to deal with. They never pickup! They also fuss if the pickup is on the first floor. Ridiculous service.
AVOID! After three weeks of calling, spending over an hour on the phone in total, they had promised me deliveries on three specified dates which never happened. Customer service lies to you, went in to their Depot to grab item, sick of waiting. Waited some more... I was there for over an hour before I was able to leave with it.
Package arrived in Auckland for delivery in Auckland then was lost and showed up in Dunedin. No communication, dates being missed. Employees given half baked tools to work with. Clearly this is a business with leadership that doesn't care about customer experience.
They were suppose to deliver my couch which is 1 seater , 2 seater and 3 seater. Only the 1 seater and 2 seater has been delivered. Said will come back next day with 3 seater but never turned up. Even has put on system everything has been delivered which has not. So now i have to chase up and find out where my 3 seater is ! Would NEVER EVER use this company ever again!!!!
Terrible experience! The driver just left my products outside on a very busy foot path. He refused to talk to me on the phone and refused to wait for my staff to check the stock. The products got missing due to his laziness! Don t use this delivery company!
Not even worth of a one star! but since I need to click at least one star to be able to write a review then there you go ONE STAR! ( when it should be NO STAR AT ALL)
You honestly have the most horrible customer service.. Two times I have dealt with your company due to undelivered item, and trying to find out what happened.. The undelivered item is not the one that frustrates me but the way your customer service handle telephone calls and queries. Not very friendly and it looks like they doing us a favor for answering our call and queries.. Truly very disappointing. I will never want to deal with you again
And please do yourself a favor and train your customer service department especially those who answers the phone calls.
Cotton on use Toll and its the worst decision they have made. Myself and my partner have had packages lost, not labelled and apparently attempted to be delivered the package 6 times. Phone calls being made to Toll and no one knows whats going on, its out for delivery one minute lost the next and then its not even labelled correctly. Worst freight company i have ever delt with!!! Cotton on! re think your freight cause by the look of these comments its a frequent issue !!!!
Rung to let us know they would be half an hour away 4hrs later still waiting for them. No phone calls or anything and had to get my husband to finish work early so he could pick up our son from preschool. Terrible service
Terrible service and customer service, don't seem to care. Would go out of my way to avoid using this company, Or atleast if you want your parcel delivered quickly..
My package didn't arrive. So I called to find out they said it is marked for urgent delivery that day. I waited. Nothing. The next day I called, same story but I chased up more periodically throughout the day. I offered to come to the depot myself to pick it up. They said ok come, but I asked for them to locate it first so I don't waste my time. Several calls later they can't locate it. I.e. It is lost. So I will need another one sent from the company I purchased it from. Great. So I organised with the company for me to pick it up from the warehouse because 1. I need the item right away. and 2. I don't want toll shipping it. They agreed. Then Toll call me back saying they have delivered my ice machine to the wrong person. Wow. So they give me their name number and address so I can go there and pick it up. (I know right) I called the person, organised to pickup this morning. As I am driving there. I get a notification on my phone from toll " Your package is out for delivery" I stop and call toll. They said they sent someone to pick it up and it will be out for delivery today. What an absolute shambles. I struggle to comprehend how so many mistakes can be made. I still haven't got my ice machine and I am wasting time and money buying bags of ice each day for my business.
I'm not surprised with the overall rating. I'd give negative rate too. Within Auckland, I've waited for over 3 weeks. Got back from customer service who told me they have checked with their shipping service team and would catch up with me ASAP, however, almost another week gone, nothing heard from them.
Failed to delivery 4 times. We rang 4 times. We were promised 4 times that it will arrive that day. And 4 times they failed to deliver. And customer services didnt seem to be too concerned. Stopped using them for work post as well.
unbelievable slow. 3 days passed, still no sign of parcel within the same city. no answer of phone never. how this kind of company still exist?
Extremely pour service, The "fast tracker" useless ,no information what so ever.Delivery from Auckland to Auckland 4 days now still not here...
I would never use their services again.
The star is there so I can post but they don't deserve it..
While Toll did answer my calls, they gave me the wrong information that my parcel was being delivered that day. This was after leaving my package of live trees sitting at their depot for 2 weeks. After I cancelled meetings so I could wait for the delivery, they took the package to another delivery company, where it will wait for another 2 days....
Every single time a regular delivery from Wellington takes 3 to 4 days and the shipment of 2 or 3 boxes (same delivery but 2 sometimes 3 parcels) gets separated and 1 box on 3rd day... others on fourth!? How the heck can you do this Toll... they are sent out together!? BIZARRE - faster to post and more reliable, sorry Toll would like to put more stars but thus far you don't deserve it
:o(
Been dealing with toll for years and they just don't care about anything.
Use another company if you can
Customer service and the drivers are just rude and have no care for the products.
The pics says everything how they operate.
Needed to get in throught the driveway and there was the truck parked right infront of it.
Yellow lines everywhere.
The drivers didn't care one bit so I just had to wait.
Took some photos meanwhile :)
These people are useless. If there were -ve stars they would all be yellow.
Utterly disappointed at their service. We are a Bird Rescue Charitable Trust and ordered specialised food for a New Zealand Endemic endangered bird from the South Island. We are based in Auckland. The Toll delivery van came to our address on the Wednesday and then couldn't find the parcel. They said they would come back in the afternoon. We did not receive our parcel until the following Tuesday!!!
Very poor services been waiting for ages for goods to arrived people have to read this comments
Absolutely terrible service lost count how many times i have rung up and emailed toll nearly 2 months have gone by , they say they lost my galaxy Samsung tablet . I am sure it has been stolen by one of there employees. I have learned a valuable lesson read the reviews . Toll is completely incompetant . idiots
Wish I could give zero stars. If I could give it negative stars I would. Hopeless company.. I could go on Dropped parcel wrong flight, Completely incompetent at their job. Bad reputation in New Zealand, Worst delivery service and people I have ever encountered, customer service is useless, avoid using this this company. Worst courier delivery service I have ever experienced
Terrible weekend service. Waites over half an hour and saw nobody. Ended up leaving empty handed.
Same issues as all the other reviews. Worst service ever. Don't use them.
Unfortunately Cotton On insists on using Toll as their courier service and they are the slowest and most unprofessional couriers operating. They mark packages attempted delivery when the driver runs out of time that day and turns around to go back to the depot, they don t operate on Saturday unlike other courier companies or NZ Courier Post and they don t update their tracking until after the event. I could drive to Auckland and pick up the items quicker, NZ isn t a large country your service is disappointing.
If you want something urgent to be lost, then get deflection/attitude/put on hold when you chase it up - Call Toll, they will fill these requirements for you!
Absolutely appalling care of a 1 off sculpture. Arrived smashed beyond repair. No admittance of fault or how to claim. Just discussing service.
1 star is even to much for this useless company.
I've now started to believe in fairy land... Where your freight gets sent to and disappears. Not only did they lose my large freight in their Auckland depot, they also failed to react and get my time critical freight sorted causing my build to become time critical. A week and a half to get freight from Auckland to Tauranga? Once they realised my freight was missing, not only did the "amazing" people at the Auckland branch fail to follow up and remedy the situation as quickly as could be reasonably expected, they also failed on 4 different occasions to follow up with me. In contrast, I had 4 calls from the Tauranga branch, who only did the best job on their part anyway, and zero calls from the culprits in Auckland. I'll never use toll by choice. The delivery eventually 8 working days after arriving in Auckland
Terrible experience. Transporting dangerous goods is a joke. First and last time ever using Toll NZ
If I could give these guys no stars I would because this is probably the worse company to work for
Said they tried to deliver but we know they hadn't. Where was the notification delivery card? Pack of liars. Do not use this company. Try ANY ONE ELSE.
Happy as can be! Had endless roadblocks trying to get my car from Nelson to Auckland with other Freight Companies until I gave Moses a call and he had it up here within the week and for a reasonable price too! Will definitely go thru Toll next time I need a car transported
I would give 0.5 star if I could.
The sender sent the parcel in Tauranga on 3rd Oct, the driver attempted the delivery next day - this is the only part where I d give a half star.
Called the customer service next day, was told it would be delivered on Monday following week. It didn t arrive. Called again the same week, was told the same, didn t arrive.
I ve called them 4 times for one parcel, within North Island, and guess what, I still haven t received it until today, 15th Oct. This is a f****** joke.
I couldn t choose the courier company, the sender did. Anyway, it is a huge disappointment. I NEVER recommend Toll.
i don't wanna give a single star to them they are providing poor services. nut without star i cant be able to post this. they got my parcel on 4th April and last week i called them for the parcel and they mentioned my wrong address then i confirmed address. yesterday i tracked my parcel and that is delivered somewhere else instead of my address. how they can do this to anyone's parcel. if they didn't find any address they can call customer or ask them to pickup. but they delivered my parcel to the wrong person's hand and i don't know where is my parcel now??????????
Delivery is almost ALWAYS late and this time they have lost my package! They didn't even apologise or seem to care that my package is lost. Seriously wish Cotton On would switch to NZ Post or literally anyone else other than Toll Parcels
Almost impossible to get hold of their customer service centre. From time to time things get done but often left waiting too long for parcels, calls, collections etc.
Completely and utterly incompetent at their job. I've had multiple parcels disappear with Toll. Unfortunately they are often used a third party courier when parcels come into the country (such as from Zara, Adidas etc), I would never knowingly choose them to deliver any item. They provide horrendous service.
crap service rude and unhelpful.truck from s&z enterprises
Poor service waiting 12 hours to pick the container , waiting waiting bad bad. Bad
tollgroup.com