Complaints

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On June 16, 2022, I sent a brand new ******* Galaxy A21S cellphone from ****** to this company using **** They received the item on June 22, 2022. They promised to deliver the phone to **********, **** in 15 to 21 business days. The same day June 22, I paid for the service *** $136.93. On July 20, 2022 , the problem began, I started calling the office everyday and nobody answered the phone. I have written numerous emails to the company's customer service and I have received zero answers. Finally on on August 30, ***************************************************, who owns the *** Courier, sent me an message stating that my phone has been misplaced either in the warehouse in *******, ******* or the one in Havana. He told me not to worry since the phone was not lost and asked for a coupled a days to find it, and finalized the delivery. I've been patiently waiting for the results but after a month an a half, I haven't received any. I don't know what is going on with this company and to resolve the problem I'm asking them to fulfill the contract or to return my cell phone and the monies that I paid them and to ***

  Business response

  11/04/2022

  Greetings,

  As I mentioned before to our client, the phone he sent to **** using our services wasn't able to be found in the warehouse in ****. **** is a country where none has jurisdictions and he knows it very well.

  AeroVaradero (the owner of the warehouse and the ***** company who handles all deliveries and storage of merchandise in ****) have not answered yet our request for information.

  The customer will received proper information once we get an answer. Keep posted.

   

  Customer response

  11/04/2022

   
  Complaint: 18252561
  
  I am rejecting this response because: Its been the same story or excuse since I started asking for the delivery of the package. When I sent the cellphone to them and paid for the service, they sent me a contract, which promises delivery in 15 to 21 business days. After the 21 business days have passed, I started asking about the delivery date. Since then, *** sent emails, made numerous calls to the office in *******, sent messages though the WhatsApp platform and had no answers from them. On August 30, 2022, I finally received and email stating that the package was lost or misplaced and they told me that they where going to find. This business has giving me the round around for many months and its not acceptable that they hadnt fulfilled the contract. Furthermore, they say that I should know what is happening in **** but Im not a ***** citizen or a ***** resident 
  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩