ComplaintsforCaribbean Cargo DC LLC

• Initial Complaint

  11/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Earlier this month I paid ~$380 to have a barrel shipped with the company. They were suppose to reach out to let me know when they would pick up the barrel but they never did. After about a week, I eventually went to the office to ask when they would come to pick up the barrel and the lady at the desk told me that she "didn't want to deal with" me and that I should come back when the manager is there.

  

  Business response

  12/28/2021

  Good Day. We would like to begin by stating this customers cargo was in fact picked up and shipped as he requested. We add the following based on our staff's interaction with this customer:
  
  This customer has had an issue with any female staff he encounters when he comes into our office. Please note every time he comes in he says rude comments while waiting, because he does it in the lobby our staff unfortunately hears all of it. Our front office female staff's first encounter with him was on 11/05/21 when he came to purchase a cardboard barrel. He and our General Manager had an agreement that he would pay $40 instead of $45 for the barrel, however, the front office staff on duty at the time was unaware. His invoice was processed with a $45 balance. Our staff investigated by checking the $5 difference with the General Manager. During the wait, this customer decided to talk to other nearby customers  and stated "things have changed and these new people are unprofessional". He also stated that when our former GM worked in our office "these people would've been fired for charging him so much." Our GM confirmed the agreement and his invoice was immediately adjusted to reflect the promised amount.
  
  Our second encounter was on 11/17/21 where this customer came in to schedule a pick up. During that time, the office was very busy due to our yearly holiday rush. This customer did not appreciate how long it took to process the invoice. At that time, one of our other front office staff members stepped in to accept payment because of the rude things he was saying while waiting. One of our warehouse staff members witnessed this. He paid cash and left. An hour later he came back stating that we had given him the incorrect change and that he was shorted $10. Based on the customer's prior interaction/comments the same day, our office staff alerted the GM. While waiting this customers says to our office staff, she "should be fired and waiting in the unemployment line" and  tells her she is "underserving of speaking to him and that he wouldn't hire" her. Our staff member responded to him by saying "Sir, there is no reason to be rude, someone else is handling your issue, and I'd ask that we remain respectful when talking to each other, because I haven't disrespected him so I don't deserve it". He responded by saying to our staff the following: she didn't "deserve his respect, you are nobody." Again, or ** spoke to this customer had provided him the correct change and he left.

  The next day,  this customer shows up at 9:15am asking for our GM  and was advised our published hours reflect our office opens at 10am. Our GM  had not yet arrived but would be in office at 10 am. This customer tells our staff he has and issue and needed to speak to our GM . Again, our staff advised him or our hours of operation and the GM would be in at that time to speak with him. Our staff also offered the customer the option of waiting until 10 am for the office to open. This customer responds by stating to our staff following instructions that she should be in the unemployment line and he'll report her. He made more rude statements but our staff ignored his behavior and remained silent until this customer left. 

   Finally, we note that this customer has a habit of being rude and condescending to our female staff. He is a long-standing customer who has a penchant for saying offensive things aloud and when he complains, he doesn't tell the full story. As a reminder, his cargo was picked up and is on its way to Montserrat. Thank you.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid to ship items 3 commercial bins in October 2020 and only two arrived at the Tobago destination. The company never acknowledged or fully explained what happened. I subsequently received a Bill of Lading FMC#******* dated Jan 30 2021 for the invoice #****-*****. This inferred that the box was shipped in Jan 2021 instead of the original shipment date in Oct 2020 with the other two bins on invoice #****-*****. Efforts to get an understanding of what happened proved futile, as no would give any concrete answers to trace the bin's location or where in the process it was lost. What was even more frustrating is that I was made to feel like a bother, because I had to pursue this issue to get some form of info or restitution. No one would tell me why the bin on invoice #****-***** was not shipped with the other two bins in October 2020 on the last Tobago shipment for 2020 . No one explained what the Jan 30 2021 Bill of Lading which was emailed to me signified, instead I was advised to list my items and attach receipts to file a claim for the loss, which I did in September 2021. The total submitted for my items in the bin was $1711.24, excluding the cost paid to ship ($235). On Nov 23 2021 I received notification that the claim was approved for a maximum of $500 and a credit ($225) towards a future transaction. The company states the following on the invoice "CARIBBEAN CARGO DC, LLC REQUIRES INSURANCE COVERAGE FOR ALL CARGO AND GREIGHT SHIPMENTS BEGINNING AUGUST 1 2020. THIS ENSURES ALL CUSTOMER HAVE GUARANTEED PROTECTION FROM ANY DIFFICULTIES THAT MAY ARISE. RECEIPTS NEEDED FOR THE OPTIONS ABOVE."I am/was a loyal customer to this enterprise and I am very disappointed in the service I received concerning this matter. There was a difficulty experienced and I was not protected. I would like to receive my full refund of $1711.24 plus the cost of shipping paid. I have no use for a credit as the company no longer ships to my Tobago destination as 2021.

  

  Business response

  01/12/2022

  Good day. We note that on November 23rd (2021) a settlement offer was presented to this customer along with a $500 check, which was mailed and we believe cashed by the customer. Please see the attached copy of the offer letter as documentation. It reads as follows:

  "Caribbean Cargo Dc has approved the claim on the loss of the contents of your box. The insurance claim has been finalized internally. Caribbean Cargo has issued you the maximum allowable refund based your purchased insurance coverage for this shipment. Your itemized packing list and other supporting details were reviewed and finalized. This letter is to confirm same. Enclosed is a copy of said invoice highlighting your requested coverage for said shipment. We have approved a payout in the amount of $500.00. The check payment has been processed and mailed to you. We have also approved a shipping credit for one free barrel or Box (Value $225.00) as a good faith offer. This amount represents the shipping cost of your lost box. This letter can be used as your credit voucher and can be used for any future shipment transactions. This will be the final settlement offer for the loss of said goods from Caribbean Cargo DC."

  Our office also has email trails documenting our interaction with this customer. We ask that the BBB notes that the customer submitted her packing list and claim amount in October and was sent the $500 settlement payment in November. Also, the insurance coverage she purchased, and her declared for this particular shipment, was for $500. If the value of the contents were of a higher value, and the customer had declared as such, we would have required her to insure her shipment accurately. Customers cannot expect a higher value of insurance payout when they legally, in writing, only have admitted contents valued at $500.

  Thank you.

*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. ↩