Toll IPEC

Warning: this review may also be part rant but my experience was disastrous.
First off, the software needed for the consignment notes to be printed is only PC compatible and since my friend took her laptop I was using my Mac. I called to enquire about this and they told me to have the driver bring the consignment note. I guess I thought he would bring something printed out but instead he brought one of the manual consignment notes. He was friendly and helped me fill it out but when it came to things like the weight and dimensions which I had already submitted online, he did not have access to that information which I thought was weird. I went upstairs to retrieve the info, the consignment notes went on the 2 boxes and off he went.
The customer received only 1 box, he was pissed so I called to follow up.
Call #1: I am told that the box is in the Sydney depot and dispatch will find out why it didn’t go out and get back to me within 4 hours. I hear nothing.
Call #2 (a few days later after hearing nothing): I wait on hold for 10 minutes and am then transferred 3 times. I speak with Sydney who wants to confirm the address for delivery. I say that I am not in the office but the address is the same as the one I inputted online and the same as the one to which the other box was delivered. She reads me an address so I just say «sure, let’s go with that» as I assume that it must be correct since one of the boxes arrived properly. She then transfers me to the depot closest to Somersby. That depot then tells me it is not with them and that they have to transfer me to Sydney. I explain that I have just been transferred from Sydney, the person proceeds to explain to me that because it is not with them that it is not something they can speak to. I am little short at this phase and just say yes please transfer me to whoever I need to speak with. I also want to tell her I don’t actually care why she is the wrong person to talk to as I clearly did not choose to be transferred in the first place but she seems like the type of person who might slap me through the phone if I do so I keep those thoughts to myself.
She still gets a little short with me which makes me even more frustrated and back to Sydney my call goes. I am told that the box has been delayed due to weather and that it should go out when the trucks are next able to travel. I am told that they cannot tell me when this might happen. She takes my email address and tells me she will send an email update when the box leaves the depot. I hear nothing.
Call #3 a few days later: I again wait on hold and wait for it… again am transferred back and fourth between depots as no one seems to know where the box is. One depot asks for a description and the dimensions… yes the same dimensions as I filled in on both the consignment note and online because apparently, they cannot access that information. She goes to look in the depot and says it is not there so she transfers me back to Sydney. They tell me they aren’t sure where the box is but they will pursue the enquiry… as if this is not something they have been doing yet. I ask to speak with a manager. I tell him I am frustrated with the process as it has been less than efficient. He does not apologize, again that Australian never admit fault thing that I despise so much especially when there is clearly someone at fault. Instead he says only «yes I can see the notes here.» He asks me if I put the address on the box. I tell him I was not aware that I needed to do that as the address was both input online and printed on the consignment note. He says that sometimes the notes get damaged like this is my fault somehow. I comment that perhaps then the system is flawed but I will put the address separately on the next shipment. I ask him if he is suggesting that the box is lost and that the consignment note may be damaged. I tell him that I was told previously that weather was the issue and now all of a sudden it is lost? He tells me he is just trying to come up with possible scenarios. The angry part of myself wants to tell him that I do not care about all possible scenarios, maybe aliens took it, maybe it fell off a truck, maybe it spontaneously combusted… instead I just ask him what the next steps are. He says he will increase the urgency of the enquiry, again as if before the fact that the box had not been delivered was not urgent even though the first box had arrived almost 2 weeks prior by this stage. I ask him to update me when he has more information. He asks for my email, yes the same email address that someone else had allegedly taken down. I HEAR NOTHING.
The customer finally somehow receives the delivery over 2 weeks after the first box was delivered and I am shocked but relieved.