Their main 'agent' was all smiles and friendly talk in Singapore when it came to picking up the furniture and items.
After packing up my furniture and household goods on 24th June, I was told later that they are unable to get a container due to sudden price increases in the freight market and said they would not charge me for storage while they store my container until prices come down.
I left and arrived at the destination country and still had delays every week since the price was not coming down.
As a customer, this was not my concern and should be the duty of the moving company to sort out beforehand. They then claimed later that this was a favour done for me by not charging me for storage, when it is their responsibility as movers to sort out shipping and freight details, as this is the service that I am paying for in the first place—for them to take care of shipping and freight.
The shipment was delayed since they waited for weeks for the freight to drop. I recieved the conta
iner and goods on my doorstep on Thursday 12th September for this 'door-to-door delivery' service.
I was also asked to pay additional charges when the delayed shipment arrived at the destination port (excluding duty tax, which I fully acknowledged that I had to pay) for container demurage due to late shipment arrival.
Additional charges included container security deposit, port storage charges, and container rent charges. The destination agent said that your source agent has notified us that you will be bearing these charges.
Why was I, the client, asked to handle these charges, and that too, for a 'Door-to-Door' delivery as advertised by them?
I asked the main agent here to look into this and refused to pay such charges, as in my opinion and understanding, it was not part of the clause.
His attitude completely changed, and he disputed, saying that it was.
The clause is given below:
'Please note that our rate presentation excludes import duties, taxes, chassis demurrage charges,
extensive customs inspection, quarantine inspection fees, storage in transit, parking charges (if any at
point of destination), access charges at destination (stair carry, hoisting, shuttling, delivery to multiple
locations and handyman services.'
He then proceeded to dispute in the Whatsapp Chat with an unprofessional attitude, and stated (copied word to word):
'I will make it simple. You don’t agree they don’t release. Your port charges will accumulate and this comes under our exclusions. So it’s up to you'.
Finally, he ended the chat stating he would respond to me the next day, 'and not in the usual way you expect us to'.
I then received a strongly worded email, where I was threatened by the agent with him yelling in ALL CAPS in the email, devolving into a full display of unprofessionalism.
and stated:
'If we hear adverse feedback from our prospects about this incident ; we will not hesitate to circulate this.
Any further dissonance ; this goes to our legal counsel.'
Threatening your customer with legal action is no way to run a business, and hence, a 1 star review has been given due to the above threat.
I have the entire Whatsapp chat, and the email as solid proof if anyone attempts to dispute my review.Read more
