Toll Holdings Limited Avis 

Dreadful customer service and delivery issues. DO NOT USE
I recently had a parcel being delivered by TOLL Priority. After receiving notification of the delivery in the morning, I waited all day for the delivery. Around 3.30pm a driver came to my door, asked my name and handed me a parcel which was the right size and weight for what I was expecting. As I was in the middle of something at the time of delivery I put the parcel down and forgot about it until the next morning when I received multiple notifications to pick my parcel up from an inconveniently located collection point. At that point I realised I had been handed someone else's parcel for a completely different address. I was then forced to deliver the parcel in my possession and drive quite a distance to collect my own. I contacted TOLL about the issues and received some appalling emails from a "customer relations analyst" that effectively blamed me for accepting the wrong parcel. Since I had been asked for and provided my name I think the responsibility should be with the delivery service to check the name and address on the parcel match the name and address at the delivery point. Had I received a better response from TOLL about this issue I wouldn't be leaving this review.

They threw packages over my fence with no attempt made to ring the doorbell or place it in the parcel box (which would have fit said packages). This has happened THREE TIMES despite the packages being marked in bright orange tape with the word "FRAGILE" across them and the issue being raised with the company.

This company is the worst bunch of people in the whole of the freight industry. Parcel sent from Rotorua to Auckland didn't leave Rotorua for 4 days then gets lost in the depot in Auckland. Many long phone calls still didn't get any results and no one wants to call back.
Still under investigation but I certainly don't hold out any hope as everyone is so incompetent.

I have yet another woeful tale of this company's incompetence. Purchased something online way back in November 2022, chose Toll as my carrier (big mistake) with signature delivery (that bit is key here). I get the usual emails saying it's due to be delivered today, except I get one on Monday, another on Tuesday, another on Wednesday....like the day of delivery never comes. But then.....Thursday comes around and the email says "your parcel has been delivered"...except it hadn't. I saw no delivery, I certainly didn't sign for anything (like I had paid for) and then the nightmare with customer service (also hilarious) begins. Oh my God!!!!! TOLL has so many smaller branches of the main parent company but only one or two ways to contact via phone or email (nightmare). I've got an email trail for 8 weeks....back and forth, waiting for depot to respond to enquiry but it never happens. State and National managers allegedly get involved, but I'm sure this is just lip service to appease the angry customer that TOLL has stepped it up a notch. Why do I suspect this? because nothing happens still. TOLL likes to tell you very quickly to go back to the sender and sort it out with them, they really are quick to do that and essentially pass the buck, wash their hands etc etc. I was persistent and even went to the depot and was told what is essentially a lie from customer service at the pickup window. I was told my item and I quote "It appears a relief driver was working on the day your parcel was being delivered and he has delivered it to the wrong address. I will speak to my manager and get back to you". I have subsequently had a call from the depot saying this is not accurate and I should not have been told that. And of course their is no repercussion on the person who did this. My argument all along is NO SIGNATURE was obtained as was meant to happen. They are now saying it was delivered with...wait for it....VERBAL CONSENT.....are you kidding me TOLL, what the hell is that and how is that secure or even legit. THat is not what I paid for. They again told me to go back tot seller and essentially leave them alone.

Invoice number: JBHL574281

10th January 2022 email notification of delivery for Tuesday 10th Jan. Not delivered. Customer portal in Maroochydore 9th Jan and out for delivery.
11th January engaged in a web chat with Toll, advised driver 'ran out of time' and rescheduled for 12th January. No delivery.
13th January spoke to Toll call centre, who advised parcel was not loaded that day, still in the depot, and would be delivered Monday 16th Jan.
16th January: called Toll for ETA and was advised Tuesday 17th Jan delivery, as Toll only delivers to this area once a week, no one had explained this before.
Escalated the issue two layers of supervision, explained that Toll had missed three deliveries and no one would be at the property on the 17th Jan, it’s a rural property with no where to leave a parcel, and rain was due on 17th Jan.Advised it would be delivered on 24th Jan, which I deemed unacceptable as it had been with Toll in Maroochydore since 9th Jan. Advised by Mark team leader in Melbourne that it was too late in the day to do anything about it, and what would I like to do.
I requested to be contacted by his superior, but needless to say, I didn't receive the call within the hour, or at all.

Spoke with Amazon, and they cancelled the order and refunded the costs. Amazon USA service (they handle Australian queries) is simply amazoning!!,

So Toll, or Team Global Network, to use the correct nomenclature, proudly quotes on their corporate website:
''Our brand ‘Curiosity in Motion’ centres on our customers and to see the world from their perspective. It captures how we at Toll deliver on customer promises today while creating solutions for tomorrow.
Ultimately, if there’s one thing our customers have come to expect from us, it’s this: no matter the job, we’ll always go out of our way to figure out the best solutions.
This is our promise.''

Looking at the hundreds of dissatisfied customers on Trust Pilot and Product review I guess you have failed on this promise. or maybe the depots didn't get the memo??

Two questions: Why does the customer portal not reflect the true status of the parcel, this is bordering on deception.
Secondly, on the Toll website on the CONTACT US PAGE, there is a drop-down box for the country, then state, curiously, Queensland is missing from the list, which prevented me from pursuing the complaint further.
Your business is a total shambles, and I will not purchase any goods online where TOLL is the retained carrier. Get your act together, and treat your employees with the importance and respect they deserve. Provide them with the training to enable them to achieve this lofty ambition and make them accountable and responsible for their actions, all the way up to the board. From my experience, poor performance reflects poor leadership, and ineffective management.

Or implement an AI system, which will clear out the blockages, from depots to the board, and return Toll from an illogical appalling service company into a world-class logistics company.

UPDATE 18/01/2023
No contact from Toll, Mark clearly ignored my request, the item, a Denom Soundbar was delivered, left behind a dog fence, I discovered this on my return home at 10.00pm on 17th Jan, the box soaked with the rain.
Tried to call Mark on the number he used to call me, 03-8463-4409, recorded message stated that Toll had tried to contact ma and for further assistance call customer assistance. Spoke to a lady at the call centre, very helpful whom stated this would be escalated to both parties and I would be advised within 1-2 business days.
No need for further comment the facts speak for themselves

Had a sorry we missed you card on my fence as we don't have a letterbox. My son was home all day so package wasn't even attempted to be delivered. Registered for my Toll can't login in just keeps going back to the login page. Have sent and email waiting for a response but not hopeful after reading these reviews. Suggestion on how to improve the company I suggest a complete overhaul of everything.

Told me delivery would defintely be today. Even gave me a time frame. Driver was in our small town. Only 3 deliveries they said. He was to do the other two first, then ours. The time frame passed, no delivery. I checked with customer services again. Was told he was held up but would still deliver today. At that very time, as I discovered later, he was almost back at the depot, and our consignment was scanned back into the depot. I only found out when I checked the tracking online, because customer services was closed. Their customer services requested urgent delivery today for me. Now I have no idea when I'll get it.
Worst experience ever with a freight company.

Online portal is stuck in an infinite loop of login in, validating email address, going through process again only to have it say that you need to validate email... Disappointing from such a large company

The WORST most unreliable freight company I’ve ever had the displeasure to use.
No customer service
No advanced notification
No communication between head office & drivers.
What a nightmare.
Any online store using TOLL has lost my business.

Delayed items, no answer or updates from "support team". The day they supossed to deliver, i finally got an update, guess..., they said my item was unable to deliver so go to the airport to claim it. I was at home all day long, and TOLL drivers NEVER rang at my apartment, not even the card was left in the mailbox. Such a lazy and useless service, AVOID this company, this is not the first issue i have with them.

Said my parcel was delivered, checked the front door and there was nothing there. They have given me crap responses saying there is nothing they can do because it says delivered!

NO RESPONSE RECEIVED ON THIS

Dangerous Toll van driver
One of your van drivers just drove straight across the front of me from the outside lane and then turned immediately left to make delivery - We’re only talking 30 or 40 metres from when he appeared in the outside lane next to me to when he overtook me, pulled across the front of my car and turned immediately sharp left - I had to do an emergency stop to stop myself driving into the back of his van - I was concentrating on avoiding an accident so I didn’t get the rego unfortunately - I hooted at him - response - he flicked ME a long deliberate middle finger bird ! Bloody appalling driving / manners / attitude. It was at the industrial estate behind the BP service station at Chinderah, NSW at approximately 11.45am NSW time.

I am so upset :( Got my nana a christmas present, said it was deliviered and "signed by me" but i havent been at home for a week :( the signature is a random scribble. I am so so so upset as I can't afford to buy my nana another present.

As others have suggested, do not use any e-seller using this apathetic and incompetent courier service.
After traveling the length of the east coast to get to SA my consignment arrives in the Adelaide depot in the early hours of a Friday. That's where nothing else happens.
After an online query and phone call on Friday afternoon I'm told they'll look for it on Monday! What the....
So 9:30 Monday nothing on the tracking. I call and ask the Filipino call centre to put me through to someone in Australia. Who tell me they're still looking for it!
I get a txt with nothing but a link to the website suggesting an update. There is nothing on the website. So another wasted call via the Philippines to find out what the txt is about.
Send an email which I'm told they've found my parcel which needs re-packing! Why? Might get it the next day. Funny how it arrived packed exactly the way it had left the sender! More bull@$&.
Utterly ridiculous and unacceptable attitude towards a customer query. They simply don't care.
I think the measure of a reliable courier service is if their customer service is provided in Australia.

Been on the phone everyday just to follow up on my parcel which the operator said they will request it to be delivered the next day. So far, three days in and no response from their depot yet. This is really frustrating.

Absolutely shocking service. First delivery 'attempted', no one rang the doorbell or left a note. Attempted to redirect to a pick up point, instead a signed for delivery has supposedly arrived at my flat, no sign of it and no note.
Easy to get through to customer service on the phone but they're not able to access the necessary information on their end.

TOLL group consistently get pretty bad reviews so here's one a bit different. I work for a not-for-profit and we ordered some IT gear from a third party to go to our Adelaide office. Anyway, there was a stuff-up with the labeling and the parcel wasn't delivered, not TOLL's fault. I contacted the Call Centre, a really lovely lady in the Philippines answered and we were able to discuss having the parcel re-delivered. On the second attempt the parcel was not accepted by our office because of miscommunication, our fault.
Really great TOLL driver 'Andrew' with excellent customer service skills contacted me and I was able to communicate to our office to accept the parcel. Andrew went back delivered the parcel Happy Days! Thank you TOLL for your excellent service in delivering our parcel

Been over a week and heard nothing, they sent me a text that claimed to be proof of delivery, I was home at the time sat 2 feet from my door. Parcel never got delivered.

My package did not arrive because, according to the company that uses Toll for reasons beyond my ability to understand, reported they couldn't find the property ... even though, as confirmed by the company I purchased my item through, I added extra very clear instructions for any super lazy driver who couldn't be bothered opening their eyes! Anyone with a drivers licence can read, so the missed delivery was due to pure laziness on behalf of the driver before a long weekend. What's wrong with you Toll? Get your act together! You're blessed to even have a company!

I spent 2 hours in total trying to get my parcel delivered. In the end I asked for a refund. I don't think they even try. Too hard to find a unit so they say they could not deliver and make you pick it up. You still have to pay the delivery fee. Do not order anything if toll is the company that delivers