The PBT Group - North Shore - Albany

Ordered package took 8 days to arrive in Auckland on the 28th and after spending 14 days in North Shore PBT (without being able to contact through phone or in-store on various days), is sent back to where it was sent from. Funniest thing I found was the automated voice on the phone at one point asked how they can "help you" just to say "thank you, we will direct you to the next available support personal." after 3 seconds later. They should really fix the contact and management system.

Would give 0 if possible Sent parcel to wrong address dispite having another parcel on the same van correctly delivered. When called was told I would be sent a photo and an update.. none came Then had another representative who was extremely rude hang up on me. I've never experienced such bad customer service. Only redeeming quality was the 3rd representive who tried to be helpful but even then they couldn't resolve it.

At first, reading the previous reviews scared me. However, my parcel got delivered a few days later in good condition.

My parcel arrived at north shore depot on a Tuesday morning and my delivery address was literally right opposite yet it didn’t move for days. Ended up calling on the Friday (woman I spoke to was lovely) saying I’ll just walk over and pick it up. One of the girls in the office said to the other something like “oh yea I think that one was in the wrong bay” so who knows when it would have been delivered….

If I could give this company a zero I would! I can't believe businesses still use PBT couriers, this has got to be the worst courier company I have ever dealt with! I will be boycotting any business who does in the future I am yet to get my urgent essential parcel from Bed Bath And Beyond....it's still sitting in the depot 3 weeks later numerous calls/emails and promises of call backs etc etc the phone mannerisms of every single person in customer service is shocking, extensive training should be done as they are all just rude. I think a complete overhaul is needed. I can't get my essential items because they said my house is a closed business due to level 3 restrictions even though I have explained numerous times every time I call that it is a residential address in the middle of farms! Their reviews are so bad! I just want my urgent essential items!

I ordered some things from Bed, Bath N' Table start of December. It's mid January with still no parcel, no communication, no update on where my parcel is, and after waiting over an hour to speak to an "agent" I was just told to "just wait for it to arrive". Looking at the reviews it doesn't seem to be an uncommon experience to have with this company

Pbt really needs to make some adjustments. I ordered something from Bed, Bath and Beyond in November for Christmas. I understand Christmas is a difficult time for couriers but every other Christmas present I ordered online has arrived except for the one item that PBT is handling and I doubt I will get my package in time. It sat in their depot for over 3 weeks and then I emailed them to get an update, afterwards it got sent out but has been "out" with the delivery driver for over a week. I've waited over a month for one small package. Plus they have never responded to my customer service emails, so what's athe point of having a customer service then? Businesses, like Bed, Bath and Beyond, should really change their couriers because this is definitely affecting them.

Our parcel was delivered to the wrong house and resulted in the most unprofessional service I have ever received. If we had not phoned in to say our parcel was missing, I'm sure PBT would not have reached out to let us know about the mistake (which we do understand happens every now and then). After trying and failing to reach PBT customer care via phone over five times, we finally got through on the 17th (Friday), to be told our parcel had been delivered to the wrong house. I was assured that the driver will be collecting the parcel THAT day and deliver it to the right address. We did not hear back from anyone again over the whole weekend. After no parcel was delivered and we had not heard back at all from PBT, I called again on the 20th (Monday), and spent more than 3 hours on hold trying to get through to a customer representative. Finally on Monday afternoon I was able to get into contact with someone and they proceeded to tell me that our parcel HAD indeed been delivered to our house, even though the delivery photo clearly showed a different house. I proceeded to explain that I was told on Friday that our parcel had been delivered to the wrong house and that the courier was supposed to collect it and bring it to the right address on Friday, which I feel I did not have to explain because I had already done so on the Friday. We were then told that the courier had never gone to collect our parcel, nor was there an investigation launched to see where our parcel was. We decided to drive to the house they had told us our parcel was delivered to, to try and retrieve the parcel ourselves. However we were only told again by the residents of the house that the parcel was collected that Monday morning already by the courier! Later that afternoon I spoke to PBT via phone again and explained that the other residents don't have our parcel and are claiming that PBT had collected it that morning.  Apparently there was no record of this on their system, which I find totally unprofessional and shows the lack of communication within the company itself. After giving up hope of ever seeing our parcel, we received an email stating the parcel was delivered on the 21th (Tuesday) to our house. We feel that PBT as a whole needs to improve in so many areas and increase their communication. I do still feel most of the blame lies with the courier driver herself as she was the one who made the mistake the first time and then proceeded to either tell lies saying it was delivered to the right address and then collecting the parcel without notifying anyone about our parcels movements. I feel she was in the wrong and was trying to cover her tracks by blaming us and not communicating. At the end we are happy that we received our parcel but we will never be using PBT's services again!.