Direct Freight Express Avis 

Advised after almost 3 weeks that my consignment was "probably lost" by one helpful customer service staff member. I did all the chasing, including waiting on hold for multiple minutes each time I called and followed up myself with DFE's agent. Have advised the sender to use Aust Post in future.

Terrible customer service
Never answer their phone put you on hold forever
Garbage company

Second time I have received a delivery from the same supplier, second time it has been late off their tracking.
The “scheduled for delivery by” date was wrong both times, so the person who stayed home waiting wasted their time.
One package was picked up from the supplier on Tuesday in Melbourne, for delivery in Melbourne, “scheduled” for Wednesday delivery but didn’t arrive, didn’t arrive Thursday so I called them, to find it wasn’t even on a truck. Now it will be Monday they say, and I need to have someone home again! Time wasters.

I had a terrible experience with Direct Freight Express. I called their customer service team at around 10:16 AM on April 22 regarding a delivery (Tracking #3499510108740) to update the delivery address. I’m both the purchaser and the receiver, and HairCo (the seller) told me I should be able to do this.

The person I spoke to flat out refused to help, was rude, and hung up on me when I asked for her name to leave appropriate feedback. As a paying customer, I should be able to verify my identity and request reasonable changes — especially since Direct Freight's own Terms and Conditions don't clearly prohibit this.

This experience was completely unprofessional. It goes against what I’d expect under basic customer service standards and Australian Consumer Law, which guarantees service with due care and skill. The lack of accountability and refusal to even provide the rep’s name makes the situation worse.

Would strongly recommend choosing a courier that actually supports customers instead of shutting them down.

I wasn't surprised at the rating when I opened the app and started this review. 1.6 to be honest is a true representation of this company. I bought some items in Victoria and freighted them to WA. The company I bought the gear from uses this freight company for their nationwide deliveries. The gear started its journey on April 2nd 2025. Arrived in Perth 6 days later. I got an email on the 10th saying it was out for delivery. Nothing has arrived. No further communications. Can't get hold of anyone. Takes an hour just to find an email address etc. Over $1000 worth of gear in the wind and the tracking is showing expired with no further delivery options available.

They say they're all about great customer service. That's so far wrong it makes "false advertising" look attractive.

I had a great experience with them, fast delivery and good customer service

We are a brand that have used Direct Freight for wholesale orders. They have repeatedly lost consignments specifically to major retailers such as David Jones and Glue Store. This consistent behaviour definitely seems 'suss'...

No dedicated customer service, terrible after sale service. No one to reach to except for a 1300 number. They don't care about you or your company, and definitely do not take responsibility.

Had 2 parcels sent by this company,they lost both of them, this time claim they have given it to an agent, but they can't contact the agent or tell me who the agent is, customer service were rude and disrespectful, just 1 lie after another

Absolutely the most frustrating and useless courier company I've ever dealt with. Staff are always pleasant, but they can never tell you where your parcel is or when you will get it. I have been waiting 10 days for a delivery and have called 3 times but always hang up with no answers, just frustration. Never again, I don't know how they are still in business.

This company does not track items on line trucks, items get scanned at a depot, whether the package gets loaded onto a truck is unknown, they use the term "should have been loaded". When the package is undelivered past the delivery date, they use the term again "should" have been recieved at another depot. If you ask, when is the package going to be delivered, they say "don't know". In a nutshell this company has no idea where you package is for considerable periods of time, they charge express fees but don't deliver on time and make up excuses as to why the package might be delayed, but they can't confirm so it speculation. I would not use this company if you are expecting express delivery and you like reasurance that the shipping company you have entrusted with your package knows the location of your package. From my perspective what this company advertises is false, not on time, no tracking, poor service.

Absolutely useless. Scanned my parcel into Brisbane and then a week later it's back in Western Sydney. Will never use them again.

the delivery man was so rude and unprofessional. Despite checking with their office, he refused to drop the box at my door and when I asked him to wait until I call the office, He pushed me away and tried to return the parcel back. I had never ever seen such an attitude before.

called direct freight express to track and locate were my package is that ive been waiting on for a week and after being on hold for 12 minutes they hung up.

this is extremely poor customer service not only at the call centre but with there dispatch times they say you package is scheduled for delivery on a specific date i expect to get it that day or the day after but waiting over a week with no response to any call or email is extremely poor, being such a large freight company one would think they would have a better tracking system and answer customer in a timely manner not hang up on them.

and just received an update from the company that sent my parcel direct freight have lost my package so if anyone needs to send fright out i would highly recommend not using direct freight F****** poor customer service with shipping

Left an expensive bike outside the building, didn't even buzz the apartment for us to come down. Irresponsible drivers. Don't trust them

Very poor delivery services. They said they delivered my very costly parcel but I didn’t receive that. I didn’t give them authority to leave my parcel. Even they didn’t call or message when they deliver my parcel. I was all day home that day. But still didn’t see my parcel outside when they said they kept after few days when I called them. Looks like these guys are taking people’s parcels at their homes. Very disappointing and stressful. Not reliable.

Undelivered days late, causing a cancellation of critical contractors before holiday season. No tracking update. No ability to contact.

There is now a business who I will no longer use due to their reliance of this company

No communication to let you know they have your parcels. Then when you track it says it's been delivered but has not been delivered to my house even though I have been home all day. Where is the picture to show that it has been delivered.

Supposed to be express, rightyo.
The tracking is completely useless, doesn't even include details on where the package has stopped or where it currently is.

Hopelessly useless this company should not have express in its name. waiting for a parcel from Sydney to Cowra. If i could give you no stars then thats what i'd do
supposed delivery date according to their track and trace system 21/11/24, in Orange depot 28/11/24 no updates since, latest date for delivery 29/11/24 You need to overhaul your company and its policies. in my opinion if you cant deliver an item on time the the customer should get a full refund

I had a parcel delivered on the 18th of November, the delivery driver asked if I could help given the number of items 9 in total, I carried 8 out of the 9 and one was dropped from the rear of the truck onto the floor by the driver. Good job it wasn't breakable, I then started to check my items and there was one missing, this was delivered the following day as it was left on the vehicle?? Another delivery on the 26th of November, over $3000 worth of electrical equipment left at my front door for all to see which ended up surprise surprise being stolen. No notification of intended delivery or notification of delivery on the day, spoke to customer service after being on the line for over 30 minutes before someone picked up who showed no remorse or compassion about my items and claimed it was the sender's responsibility. I was told I had to make a police report and follow up with the sender. Another delivery yesterday 28th of 2 items that were scanned at the depot and only one was delivered, chased up today and they don't know where the item is. This company is a joke, no organization, no customer service of sorts, lazy drivers who deem a front door a safe and acceptable place to leave valuable items at and have no come back or responsibility by Direct Freight!!!