An electronic device failed and the company organised for AAE to courier the device to their head office for repair. A lady from AAE called, told me to write down some details, stick the piece of paper to my package and someone would pick it up the folowing day.
The next day the courier turns up and proceeds to be extremely rude to me (repeatedly asking me "where is the barcode" and "how do you expect this to get anywhere") before snatching the package from my hands and storming off.
A few days later I check my mail and there is a "attempted delivery advice" card in the mail. Problem is I was home whe he "attempted delivery". The courier did not come to my front door, instead they must have stood at my front gate before deciding no-one was home.
The card left stated that I could pick up my package later in the day at a local post office. I go to said post office and my package isn't there. I ring AAE and they advise me that the package has gone back to the depot and to ring again tomorrow to find out where it is. I ask if they can re-deliver it and I am told they cannot as the package has been marked for being delivered to the post office. The next day it is still at the depot and a young guy tells me he can have it resent (by courier) tommorrow to my house. I tell him this is fine, but I will not be home after 2.00pm. Ten miutes later I get a call from someone at AAE saying that the courier cannot bring it around after 2.00pm... I tell them I needed it BEFORE 2.00pm and she said 'well why don't you just pick it up today from the post office"... ARGGHHH Do not use AAE - they are seriously imcompetent and the thought of my belongings being in their care is cause for serious concern.
I struggle to think of a time I recieved such poor and confusing service from any company.
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I recieved an attempted delivery notice from Australian air express on Christmas Eve. I went to collect the package from the post office where they told me they did not have it.
The delivery notice was difficult to decipher due to poor handwriting and was incorrectly dated which caused a problem at the post office.
I rang Australian air express to find out where my package was and they told me it had been attempted to be delivered that day and would not be at the post office until 3 or 4 pm that afternoon but couldnt guarantee it would get there that day.
I accepted this but mentioned that it was frustrating that much of the confusion at the post office was related to the poor handwriting and incorrect dating of the notice. I was told by the overly-defensive employee " I don't think that is anyones fault, it's not someones fault if they have bad handwriting". I said to her that its not about good or bad handwriting but the fact that people were unable to read it. Even the postal workers could not read it in order to trace the package.She again became defensive about it to which I pointed out I was not accusing her of anything but simply providing feedback.
It is really sad that employees of a company cannot accept feedback from the cutsomers who use their service and those they hope to gain business from in the future.
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why is it they dont even come to your house and just leave it at the local post office but don`t even let u know its waiting for you ... now remember its not Australia post that has the parcel to bring to me ...but i go into the post office a week after many ph calls trying to track it and it has been sitting couldnt someone just say oh it will be at the local post office not brought to your door like they keep telling me .. i stayed at ho me everyday for a week waiting and wiating .. not happy will never use these again
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I read the other 3 complaints re Australian Air Express and I can assure you the comments about rudeness, threats to delay your package if complaint is made and hang-ups and lies are true. I am not one to take anything so rude sitting down so I can offer the following to others having issues with the above mentioned.
A. Call and complain to Quantus as they are a partner to Australian Air Express
B. Call and complain to Australia post as they are a partner to Australian Air Express
C. Contact the customer service manager at Australian Air Express who is Marian McNickle on 0295821539 and complain until you are satisfied.
D. Ask to speak to John Mason who is the furthest down the line you can go in the Hierarchy.
E. Continue to spread the word and insist that any 3rd party sending you a package does NOT use Australian Air Express to deliver to you.
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An overnight delivery that takes 6 days!!
Australian Air Express did not make the original delivery because apparently the driver couldn't find the address. I assume that is because the driver could not see the large numbers on the building directly facing the driveway. This is the driveway that is on a major road to a business that has couriers and delivery drivers making deliveries every day. Either that, or he found the number, but couldn't see the door immediately below the very large numbers that led to my business.
I suspect however, that the real reason is that the driver was too lazy to get out of his truck and walk in the door of the business. If he had made that effort, he would have had someone sign for the goods and I would be a happy customers. Instead the driver used a technicality in AAE policy that says that if a unit number is not on the address, then the package doesn't need to be delivered.
But let's suppose that this policy is fair despite the fact that building of my business is clearly numbered and signed with the address on the package, then one might think that AAE might make the necessary phone call to find out the correct address? But no, AAE has to wait until the customer finds out that the package has not been delivered (from the sender), then the customer has to ring AAE and find out what has gone wrong, only to find out that the package has gone to another department (incorrect address department!!) and won't be able to be retreived for another 4 days!!
My suggestion is that if you have important goods to ship in Australia or goods that you want to arrive somewhere on time, don't use Australian Air Express!
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