After the sad demise of Pakistan Postal Service a host of private courier service companies have started operations in Pakistan. Some of them are duly licensed but we also have a lot off smaller ones working in their respective local markets as well. To be the best in any field, consistency in the delivery of superior class delivery services is the foremost criterion. On this point most of the courier companies, despite their long presence in the market, fail to rise up to clients requirements. Below we rank the best and the rest as per the reviews and rankings they have received from their customers.
SKYNET WORLDWIDE EXPRESS
Ratings = 5 STAR
SkyNet Worldwide Express is an international brand courier service operating in Pakistan since 1972. It has presence in all the major cities of the country including Lahore, Karachi, Islamabad, Rawalpindi, Faisalabad, Multan, Peshawar, Quetta and Sialkot. SkyNet Worldwide Express is the only company in our list which has a 5 STARS Ranking.
Customers have highly recommended their services, praising their professionalism, staff behaviour, fast online parcel tracking, on time delivery and excellent support services.
Rating = 4 STAR
DHL Pakistan, a subsidiary of Deutsche Post DHL is another international brand courier company. It is one of the most established and credible courier companies, operating in Pakistan since 1969. It has a country wide collection and dispatch network with offices in every major city of Pakistan including Karachi, Lahore and Islamabad. DHL Pakistan is especially trusted for international couriers and overseas parcel delivery by students. Local businesses also trust DHL for worldwide courier deliveries of critical business documents.
Although mostly customers have a “WOW EXPERIENCE” with DHL Pakistan, some have raised concerns in regards to issues with their customer service helpline as well as poor level of information available on their website for courier rates and delivery destinations. DHL needs to look into these complaints and resolve them to the satisfaction of their customers.
TCS Express & Logistics (Pvt) Ltd.
Rating = 2 STAR
TCS is a private, family owned courier company of Pakistan established since 1983. Over the years it has invested a lot in its brand building through heavy advertising in newspapers and television. TCS also has a countrywide collection network with offices in Abbottabad, Faisalabad, Gawadar, Hyderabad, Islamabad, Karachi, Lahore, Multan, Peshawar, Rawalpindi and Sialkot.
My personal experience with TCS has been almost always very good. I have found staff at their collection points to be very professional, the have a fully computerized mail dispatching, tracking and delivery system, courier rates are definitely higher than their competitors but the premium they charge is for their brand name.
Unfortunately as we say in all commercial matters, Customers are King and the ultimate verdict comes from them. Mostly the customers have reviewed TCS courier service as below average. Serious concerns have been raised such as
1- People getting late deliveries over Eid festivities
2- Parcels being delivered on wrong addresses.
3- Cash on delivery transactions going wrong
4- Unprofessional, non-cooperative and unresponsive staff.
5- No one listening to complaints.
6- No time commitments.
Frustrated customers asking for their money back and a person even complaining of losing his job due to late delivery of his documents. Corporate clients of TCS are not happy with serious issues of their COD money being stuck with TCS, complaints not being registered and very poor follow ups.
Call Courier Service
Rating = 1 STAR
Call Courier is a local Lahore based courier service, a subsidiary of Excel Group, operating since 2012. It is primarily used by low income people in Lahore who are looking for cheap and economical courier services.
Almost all customer reviews are negative for this company with people referring to it as “badtareen (the worst)” to “fazooltareen (most ridiculous)” to “third class”. Many customers wondering as to why do these people start a business when they have neither the understanding nor the capabilities to manage the same.
The main cause for concern for Call Courier is that their customers think that they are dishonest, calling their staff as “cheats” and “liars”. Serious complaints of parcels being delivered in unsealed condition with items missing. Customers are also very annoyed with the unprofessional and unethical behaviour of company riders and customer service agents. In a nut shell one customer has advised “Do not use them as they make long delays in delivery”.
Leopards Courier Service
Rating = 2 STAR
Leopards Courier is another private, family owned courier service in Pakistan, a subsidiary of Leopards Group, established since 1983. It has offices in Bahawalpur, Chakwal, Sakrdu, Faisalabad, Islamabad, Karachi, Lahore, Peshawar and Rawalpindi.
After going through over 28 reviews posted for this company one can see that almost all of the customers have lost trust in them. Many advising not to use them, branding them as “incompetent imbeciles” and “irresponsible”. Some even advising them to close down the service.
The complaints are mostly related to late deliveries and consignments either being returned or simply getting lost in transit. This has left many customers with a bitter experience. Customers are unable to connect to the helpline and are unable to track their consignments. A major concern for Leopards should be that e-Merchants have lost confidence in their services, as their customers are not getting timely deliveries. Many have decided to discontinue their business with them.
Gerry’s International – Licensee of Fedex
Rating = 2 STAR
Gerry’s International is a licensee of Fedex Express Corporation – FedEx, USA in Pakistan, specialising in visa services. It is owned by Gerry’s Group and operating since 1973. It has a country wide presence with office in Faisalabad, Gujranwala, Hyderabad, Islamabad, Karachi, Lahore, Multan, Peshawar, Quetta, Rawalpindi and Sialkot.
Customers are not happy with their visa drop box service complaining of delays causing thousands of rupees worth of damages. Customers also complaining of lazy and unprofessional staff.
M&P Express Logistics
Rating = 1 STAR
M&P Express Logistics is a subsidiary of Muller & Phipps established in Pakistan since 1986. It has a country wide collection network claiming to be reaching 1300 plus locations across Pakistan. M&P is one of a few companies providing home pickup and door to door delivery service and cash on delivery service for e-Merchants. M&P is also Pakistan’s first ever FedEx Authorized Ship Center under the FedEx FASC Program.
One would imagine high standards of work ethics from a big brand such as M&P but unfortunately the customers disagree giving it only a 1 STAR Ranking. Customers are most agitated as their shipments are delayed, lost in transit, delivered on a wrong address or returned back to the shipper. Many customers complaining that no one responds from the customer helpline, ever.
Mr. Ahmed’s comments below about M&P are self-explanatory,
“My experience with M&P Express is as follows.
1- Customer Service = 0
2- Attend Phone = Never
3- Shipment Tracking = Unreliable
4- Contact Information = Not Available/Inaccurate/Non Responsive
5- Website Locate Service = Non Functional.”
Complaints of important documents such as university admission application, thesis papers, driving licenses all gone missing or delayed.
Overall courier services in Pakistan, with an exception of a few, are offering below standard services to customers. It is therefore very important, especially for B2B services that one selects the courier after first thoroughly testing them for a few months. It is painful when a business or an individual suffers because of the carelessness in the delivery by a courier company. In this age of the internet and e-commerce, courier companies need to raise the bar and improve their services in order to retain clients.