It took AAE 9 days to delivery next day delivery package.
Package needs to be shipped between Sydney metro and North Sydney.
AAE send the parcel to Melbourne Instead....and parcel was sitting their 4 days without any action taken by AAE. I made several phone calls. They offer me to pay extra to arrange it to be sent back to sydney in next available flight. Instead of compensation they need more money to fix their own mistake!!
They assured me that parcel should be delivered on 5th day of the week (Friday). I called on friday to check the where about of the parcel, found that parcel is still in Melbourne...I called again, they came up with another excuse and assured me of Monday.
Nothing Came up on Monday, I call again...they said sorry It can't be delivered today again because Parcel arrived from Melourne at 10:30 am and drivers have already left.
I can't understand, there is still the whole day infront of us but they were so unwilling to make some effort to do the right thing.
I even offer to pick it up by myself from their depot...they reply- "there are hundreds of parcel here, we wont know which one is yours, so you can't come".
They have no customer feedback line where someone like me call and tell them about their services. I would never use their service again.
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DO NOT USE AUSTRALIAN AIR EXPRESS!!!
Why is it that when a courier company loses your package, or when if fails to arrive at its destination at the expected time... that it somehow becomes our problem? Following is a story of how it has taken 7+ days for a package to travel to a destination just 2.5 hours drive from the point of origin.
Today I called Australian Air Express (AAE) to ask when my package would be arriving (call #1). I was told that it had been picked up on 8 April 2008 and had been delivered to my local post office on 9 April. So I drove down to the post office only to be told that they had no record of my package. I drove back home and called AAE back (call #2). I was told that they would need to contact the driver to find out what had happened. I received a call back in 30 minutes (call #3) saying that the package had been delivered to the wrong address and that they would call me back with more information. After waiting 5 hours, I called them back to ask where things were up to (call #4) - I was told that the matter was being investigated. When I insisted on knowing how the investigation was progressing, I was told that they had not tried to contact the driver since the original call 5 hours earlier. When I told them that was not good enough - I was told to stop moaning!!!
At that point I asked to speak to someone more senior. Ten minutes later I was transfered to someone else. The person I spoke to had obviously been briefed by the original customer DIS-service representative, because she immediately adopted a contentious attitude. When I started to express my disatisfaction with the service provided by AAE - I was told to be quiet if I wanted to see my package!
I was then told that the package had been delivered to a post office over an hour and a half away from my home, and that it would probably be transferred to the regional mail centre on 14 April and hopefully forwarded to my local post office so that I could collect it sometime after 15 April. When I told them that this was not good enough - I was told that there was nothing that I could do!
So there you have it... the story of how an overnight package has taken more than 7 days to arrive at a location just 2.5 hours away. If you can relate to this situation - please forward this email to demonstrate to Australian Air Express that this is not acceptable!
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