International Shipping Cargo Agency
- Items damaged hidden charges untruthful Open
Satyapriya C Pani filed this complaint against International Shipping Cargo Agency on Dec 07, 2022
Dear Sir/Madam,
I wanted to raise a complaint against a cargo company by the name of International Shipping & Cargo Agency, GF-**, Indra Prakash Building **, Barakhamba Road, Connaught Place, New Delhi ****** (Tel: +************,+************, +************; WhatsApp & Call: +** **********; Website: https://www.airseacargoagency.com/). I am an Australian citizen.
Background:
*. I used services of the above mentioned company to send * parcels (total weight approx ** Kgs) from Bhubaneswar (city in India) to Mebourne (Australia). The agreement was for door to door delivery. They requested for the weight and dimensions and constituents of each parcel before confirming that they can deliver them door to door from India to Melbourne. I provided the requested information and they confirmed they can deliver. They stated that the items will be collected by one of their partners and sent from Bhubaneswar (lndia) to New Delhi (India), from where they will send the packages on to Melbourne (Australia). I was okay with that. But it never happened, infact i was told later that i have to pick up the packages from the airport without proper information where to call. But this is not the only issue ,there are quite a few which i have elaborated on below.
Following are the details of my complaint:
*. Though I had clearly marked parcels with glass items and had asked for them to be handeld with care, the parcels were not handeld with care and most of the items were broken in transit from Bhubaneswar to Delhi.
*. Afterthe parcels arrived at their office in New Delhi, they removed the items from their original packaging, and did a repackaging. Their packaging was absolutely unproffesional. I have elaborated this and provided examples in point * below.
*. When the parcles arrived in New Delhi, they refused to take two of them saying they were larger than what is allowed. I clearly called out that:
a. They had confirmed before they picked up the parcels from my location in Bhubaneswar (India) that they can deliver the parcels to Melbourne.
b. I was scheduled to leave * days from the time they called. I mentioned that I will not be there in Bhubaneswar in * days time if they were to send the * parcels back to Bhubaneswar from Delhi, neither did I have any family or friends who could receive the two parcels on my behalf. I asked them to honour their word and deliver the items to Melbourne as originally agreed by them.
c. They then said the parcel can be sent but I will need to pick it up from the Melbourne airport.
d. Though this was not agreed between us originally, I agreed to this arrangement because of the situation I was in.
e. As I had not sent items in the past this way to Melbourne from India in the past, I was unclear of the process and asked if I will need to pay any additional amount when picking up the items from the airport. They said I will not need to pay anything in addition to the charges I pay them.
f. They also said one of their staff will help me through the entire process once the parcels arrive in Melbourne.
*. I then asked them again to clearly mark all five parcels as fragile when transporting from New Delhi to Melbourne as they had items that could get damaged or break, and I did not want any further items to break. They confirmed they will and that they will repackage all items to ensure no further breakage takes place.
*. I was informed by International Shipping & Cargo Agency once my parcels arrived in Melbourne. Upon asking for details of their staff who could help me to go though the process to collect my items from the airport.
a. I was then told that I will need to organise for my own agent to clear cutsoms and will need to pay for the agent and airport clearance of my parcels. I then mentioned that this is not consistent with what they had mentioned earlier (points *e and *f above). They did not acknowledge what they said and mentioed that this is the standard process.
*. I paid for the airport clearance of my parcels and followed the required process to get approval from border security and quarantine.
*. Once I picked up my items from the airport (on **/**/****), I noticed none of the parcels were marked as 'Fragile'. (contrary to my conversation with them as per point * above).
*. When I opened the parcels at home, I found that **% of the items were broken or damaged. Basic care that I would expect a professional and competent packers to exhibit was missing.
a. Most of the items were just placed in the box without proper packaging. As examples:
- Fragile/breakable items were placed in the same box along with a metal item without any packing around the fragile item. A photo of this is attached as evidence. It is very obvious for the fragile items to break in this scenario.
- No proper padding was provided to most items including fragile or glass items
b. Mistakes can be made by operators. But breaking most items proves lack of competency in providing the service.
*. My mother passed away in September this year (****). The items I had sent were her belongings that I wanted to send to Melbourne and keep with me as her memory, and held immense emotional value for me. I had specifically mentioned this to International Shipping & Cargo Agency. They still did not exhibit reasonable and responsible behaviour to ensure the above. In addition, they aggravated the emotional pain my family and I are going through by not honouring their words/commitment and damaging most of mother's possessions
As a summary, I found the International Shipping & Cargo Agency to be:
*. Unprofessional
*. Dishonest
*. Incompetent
*. Untrustworthy
I thus wanted to lodge this complaint and would thus like to request your support and advise regarding the course of action for appropriate compensation. I am also flagging this so that appropriate actions can be taken to avoid other Australian citizens from going through a similar experience.
Thank you.
Regards,
Satyapriya Pani
Are you brand?
Are you Lawyer?
Resolution Demanded:
Refund / Credit for purchase
Damages for loss and agony
International Shipping Cargo Agency
Resolved
Frustrated? File a Complaint
Samsung
"The social media sharing helped me a lot. I am thankful to Voxya for helping me. Thanks"
Kshitiz