Complaints & Reviews — Gateway

Poor service

The worst supplier I've ever dealt with! Here is my experience as a customer when ordering goods to be delivered by iExpress Australia. I will set out the facts here. They send sms in the morning with their current day plans - "today we will be with the package within one specific hour". Of course, there was never any agreement on such a delivery time with me as the consignee and they did not even try to contact me to agree on it (in any form). As it would be for most people in this situation, the time they specified did not suit me, so I use the website provided by iExpress to change the delivery address or at least the delivery time. It turns out that the address cannot be entered in the system completely as it can be in the Australian postal address (for example, the complex building number cannot be), as well as the delivery time can be selected only in the form of a date starting tomorrow. Logically, I don't just need a date, I also need to specify the delivery time, so I use the specified phone number to call iExpress Australia customer service. Finally called iExpress Australia customer service (always had to wait at least 5-10 minutes for one of the operators to pick up), named the shipment number perfectly and clearly and the operator also confirmed that he understood it, after a longer explanation managed to postpone the delivery to a time acceptable to me (but there the proposed interval was within 4 hours). We agreed that it would happen the next day, I repeatedly asked the operator about the date and time when it would happen, she promised to be at the appropriate address the next day at the appropriate time. There was no misunderstanding. The next day is coming, the agreed delivery time is approaching, but I already started to suspect that nothing will be delivered, because I had not received the usual "ultimatum sms". I called iExpress customer service again - yes, it turns out nothing will be delivered today, being able to postpone to tomorrow. They don't know which operator I spoke to yesterday and she didn't answer! Of course, it is unpleasant that the logistics "professionals" are so distracted and careless, but I did not give up hopes of postponing the delivery for another day and then the package will be delivered to me within the time indicated! I repeat at least 3 times the date, time and address, which we have agreed on when I should finally receive the package, the operator confirmed it and promised that it will be delivered. This day is coming, knowing that something may not come to them in the morning, I call and find out if there will be. Be today! Later comes sms with another parcel number that will be in the address at that time. I will be a little surprised by another parcel number, but the courier will still call and deliver. But as it turns out, this small shipment was divided into 2 parts and this courier delivered only the 2nd part and was even surprised that I had not received the 1st part yet! Apparently, the 1st part of the shipment was with the original package number, which was promised to me for two days and not delivered. Needless to say, it did not deliver the 1st shipment or the main part to me either! In short - criminal negligence and unacceptable attitude towards the client! Wouldn't that really be a reason to write ptac, because I consider this attitude to be customer fraud!? Never, repeat, never use iExpress Australia delivery services unless you have a choice!