I've had similar experiences with Australian Air Express - My package was supposed to have been delivered to my address, I made sure someone was home to recieve it however no one actually came through to the house instead just left a card in my mail box to tell me to pick it up from the depot which is about 50 km away, after driving out there however I was told the driver had made a mistake (whoops) and I would have to pick the parcel up from my local post office. Being a friday afternoon however by the time I got back home the post office was closed (luckily it opens on a Saturday I thought).
Next day I drive to the post office to find out that once again there was no package so I call the depot in Hobart and was told that "We must have delivered it to a different post office, you'll have to find out which one when they are open again"
Monday Morning, I do the call around to find out where the parcel is to all my local post offices and NONE of them know anything about it, giving up, I go to work around midday and come home at 5pm to find another card in my mail box to tell me I have to drive out to the depot because they have once again attempted delivery, while I was at home in the morning...
So driving BACK out to the airport I was told that the parcel was there all along and was told it was just bad luck and these things happen. Not even an apology.
By the time I got home I was absolutely FUMING having not even recieved an apology, I call their call centre and was told that if I want to make a complaint I should email it to their reservations department, so that I did and recieved an email back shortly saying it was escalted to a team leader. Each week I sent another email asking about a response and after three months I had heard absolutely nothing!!
I urge anyone who has had similar problems with Australian Air Express to do 2 things:
1) Email their National Customer Service Manager, Colin Ferguson and tell him how poor their service is CFerguson@aae.com.au - he doesn't seem to know much about customer service though either.
2) Lodge a complaint with the Commonwealth Ombudsman.
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