The PBT Group - North Shore

Sadly, I cannot give a 0 or negative number review.Appalling customer service. Four days to get a package from Napier to Auckland. As if that wasn't bad enough, the so-called 'Customer Service line needs to be renamed the "No Service" line. No one answers the thing. The company is IMPOSSIBLE to get hold of. They simply do not respond to calls or emails.DO NOT USE this company if you have a crucial delivery."

By far the most inefficient courier service. I don't think they have as many drivers as the other big 3. Over the years they have been slow to deliver and have a habit of leaving packages at the wrong address. Very lackadaisical. Latest drama - 3 days from pick up in St. Lukes to deliver to Glen Eden. If you have a choice don't use them.

I can only speak to my own experience as a recipient. They generally deliver within 1 to 2 business days after pick up. Like every courier company, they rely on overworked and hardly-well-paid contractors, so things will go wrong.The one time where things went quite seriously off track (no delivery for nearly 4 working days), I rang their call centre and they actually got the courier driver to deliver on the same day as promised. When other courier companies let me down (talking from experience), ringing their call centres is next to useless. They will deliver when they feel like it. If they don't feel like doing their job that day or next, tough luck.And unlike NZ Post and NZ Couriers, their local contractor has never committed delivery fraud on me. When I am there, they knock and wait a reasonable time for people to answer the door; when I am not home and it's signature required, they actually leave a card and don't just throw my items down (looking at you, NZP).

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!.

Nobody came but it said it missed me! Arranged redelivery but missed me card again. Nobody came. I was home at that time. No call. No email. No txt msg. Super long wait on customer service. This time I arranged pickup but no response at all from them. Where is the pickup place??? Oh my gosh. Terrible experience. Are they really courier company? It looks like they don't want to do this job.

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. Not to mention that I live 3 minutes from their depot. I've waited over a month for one small package. Plus they have never responded to my customer service emails

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 wish I could rate them 0 stars, tried to send some acm sheets from auckland to cromwell, they delivered the damaged sheets, pissing the customer off. when i asked them for a claim i was told it was a cash sale and i couldnt apply for a claim or a refund. Requested the claims admin to get the sheets back - was promised to get them back in a day, trying to chase them up but nothing yet. If you are smart enough dont use these thugs, who rip you off.

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….

Would give 0 if possibleSent 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 cameThen 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.