Fastway Courier Shepparton

We had Christmas gifts dispatched from Dandenong on the 14th of December and apparently signed as received on the 18th of December. We never sighted the goods or received any notice in our letter box so we contacted the sender who had also made several attempts to track the goods and apparently Fastway Shepparton signed for the goods!! The only person who should ever sign for goods is the named recipient and signing by anyone else is fraudulent.

We desperately followed up with Fastway Shepparton again on December 24th from 9am onwards and none of the phone numbers even answered. We rang Fastway head office and they confirmed that Fastway Shepparton was closed on the busiest delivery day of the year and there was no hope at all of getting our Christmas presents. We finally received a call from Fastway Shepparton on the 4th of January advising that our Christmas presents were finally available for pick up from the Bicknell's Freight Depot. I asked why the presents were not delivered and was told that our address was out of his service area? I then asked why the goods were accepted for delivery by Fastway if you did not deliver to our area? The local agent got very aggressive and said he would send the goods back to the sender if I did not stop complaining!! This agent was extremely rude and threatening and this was the worst customer service we have ever experienced.

We acknowledge that the sender did put the wrong phone number on the parcel, but the address was correct. I spoke with the general manager of Fastway Australia who was helpful and he checked maps and advised that our address was well within Fastways service area and the goods should have been delivered. I also contacted the local Bicknell's depot and they also said that our address was well within their service area. Note that this complaint is only related to the Fastway Shepparton sub agent and not Bicknells Freight who actually tried to help.