Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB, I am filing a complaint against Seven Seas Worldwide, a shipping company I used in June 2024 to move my belongings from Thailand to the U.S. Seven Seas offered what appeared to be the best rates, advertising "door-to-door" service based on the number of boxes shipped. At every stage of the online process—entering my address, contact info, and paying the deposit—there was no indication that the quoted price was not the full cost. A screenshot of my online quote is attached. After placing my order, I received a PDF outlining the next steps. What I failed to notice, and what I believe was deliberately unclear, were additional "destination fees" in USD that more than doubled the initial quote. The document did not provide a clear total cost. A copy of that invoice is attached. I didn't realize these charges until my goods arrived in the U.S., leaving me with unexpected fees. While I acknowledge my responsibility to review the invoice, I feel Seven Seas’ lack of transparency and clear communication during the quoting process is deceptive. I have attempted to resolve this issue with them, but they refuse to compromise. I believe Seven Seas has violated advertising standards, and I request BBB assistance in resolving this issue. Sincerely, ****** ******

  Business Response

  Date: 09/05/2024

  Our customer's complaint is invalid.  And he provides proof it is invalid by attaching a copy of our quote which outlines every dollar that is owed for the shipment. 

  A complete copy of the quote is provided to the customer prior to the customer paying a deposit or booking the shipment.  I have attached the page from the quote with each area highlighted.  As you can clearly see, every penny is detailed on the quote and what each payment covers.  Again, the quote is provided to the customer before any payment is accepted.  

  I reviewed the file and there is no communication from the customer asking for clarification for any information provided on the quote.  

  Misleading?  We are quite the opposite.  Every detail is provided on our quote, that quote is provided to our customers prior to making a booking, and even prior to accepting the deposit.  And this customer provides proof of this by including the quote to their complaint.  

  Business Response

  Date: 09/09/2024

  I have spoken to the management team in our corporate office that is handling this customer's complaint.  In an email response from the customer, he admits that he did indeed read our quote that was provided to him.  Please see a copy of that email below.  I am asking that this complaint be closed based on his own admittance to receiving and reading the quote.  The customer had seven days from receipt of the quote to progress the shipment or cancel it.  He chose to progress and paid a deposit.  At no other time was this issue raised until after we fulfilled our part of the quote and shipped his items from Thailand in June to the USA.  Then he chose to complain.  

  Copy of email from the customer.

  “Your website provided a quote, which I accepted and put a deposit for. I later received an email (June 12, 2024), which included the quoted number and then 2 pages later included an extra fee that exceeded the quoted price by double. This extra fee is not once indicated until AFTER I had paid my security deposit. Had I caught this initially, I don't even know what my recourse would have been. I was in the middle of a move.”

  Customer Answer

  Date: 09/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The point of my complaint is not the quote. It is the false advertisement on their website. 
  

  I am willing to acknowledge my failure to understand the quote. Seven Seas has yet to acknowledge that listing a “door to door” price on their website and then quietly doubling it on their quote - nowhere including a total price - constitutes a failure in transparency and truth in advertising. 
  

  Seven Seas’ unwillingness to respond to my complaint in good faith continues their trend of predatory and willfully obtuse customer relations. I would very much appreciate if the BBB could assist seven seas in comprehending my complaint rather than deflecting repeatedly as is their custom. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 09/16/2024

  We have provided a copy of the quote which outlines every penny that is owed.  The customer has stated he read the quote.  If he read the quote, he was aware from day one of the charges due.  And he was given seven days to pay the deposit if he wanted to proceed with the shipment.  There is nothing to compromise on regarding his shipment.  He was provided the quote, admitted he read the quote, paid the deposit, and we shipped his goods.  There is no lack of transparency or deception when every penny is detailed in our quote.  

  The customer claims we are not willing to respond to his complaint but yet we have.  As well as every correspondence sent to our customer service team.  

  His delivery of his items has been scheduled and we are loading them in to one of our cubes in order to protect the items in route to him.  

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I wanted to ship goods to the United Kingdom and I found seven seas worldwide to help me. I found it a little difficult as I gave adhd and a disability so I asked the agent to help me fill in the forms, they helped me to fill out forms from there end as I could not manage by my self as it was my first time to ship items internationally. As the items I was sending was fragile I said to the agent please make sure it the insurance covers for any break or damage to my mirror as it could break and I need full coverage. They sent me the form as it shows on form I’m covered as it also shows examples in both columns. They sent this to me and also they was aware I asked for full coverage for a mirror as it’s easy to be broken on transit and I feel they conned me as the insurance paperwork is not clear as it does not fully show what kind of insurance is basic or premium. I just asked for full Coverage as I knew that some people do not care of others items and I wanted to be insured for any breakage. In the document it ticks that my goods are covered because it shows it and the examples there. Now the company is saying they won’t insure and I signed the paper but they knew clearly that I requested to be covered specifically for that smashed mirror that they carelessly delivered and it was of sentimental value to me. It’s very sad really. The employee Ethan knows I told him I wanted coverage fully. This is the form they sent me and I trusted them and signed it. I need compensation for this mirror, the other items are fully damaged and can not be fixed sadly!

  Business Response

  Date: 11/13/2023

  Hi Anita, 

  I am sorry to hear that you received your items damaged however you have filed a complaint with a US based company.  Our insurance coverage is handled by our parent company in the UK.  Even though we do not handle insurance, I have looked in to your situation.  You have been in contact with the correct department and the only department that can assist with damages and complaints.  As Eddy has responded, you completed the insurance form for basic insurance and signed the form.  Any further outcome will only come from the department you are in contact with.  I have included his last response below.  Please note there is nothing the US division can do to assist, you are in contact with the correct member of senior management.  Your signed insurance form is attached to this response.  If you need further assistance, please contact Eddy and his team directly.  Again, I apologize but there is nothing we can do here in the USA to assist.  

  Dear Anita,
  
  Thank you for your message and your unhappiness is most distressing indeed, however as detailed within the terms and conditions of trading with Seven Seas Worldwide, proper insurance cover will be in effect except upon express instructions given in writing by the Customer and accepted in writing by the Company. You chose not to value your items for Premier Insurance cover which is entirely at your discretion as policies were indeed available to you.
  
  However, if any regrettable damage should arise within a shipment, howsoever you deem it to have been caused, the matter is correctly referred to the insurers if the appropriate insurance cover is in place. Regrettably, you, at your own preference opted to take the Basic Insurance cover upon your possessions during the online documentation process hence, Seven Seas Worldwide shall not be held liable for such consequences that have arisen.
  
  At such impasse, we can offer no alternative resolution so we await your advocates formal & legal approach from your referral as you have advised is your next step. The process is as detailed within our previous correspondence.
  
  Kind Regards,
  Eddy M******
  Customer Complaint & Resolution Specialist
  Seven Seas Worldwide Group
  www.**********************
  ***************@**********************

  Customer Answer

  Date: 11/13/2023

  I am rejecting this response because: I told them I wanted full coverage and the agent selected the insurance that was covering a broken mirror, the agent told me in her words that the insurance covers if my mirror is broken as I asked them specifically to please make sure it covers a broken mirror so I trusted her and she arranged the insurance and just sent me the form to sign, on the form I saw the section ticked that I’m covered as it shows in the section I’ve highlighted to you. 
  Eddy sorry but your insurance form does not specify this clearly, it does not say I selected basic as it shows examples at the bottom, I just know I told agent and she said I was covered for a broken mirror if it broke as that was a big concern for me, show me the proof I selected basic coverage as I know and my witness also knows that I said make sure my mirror was covered for breakage! This is totally mis leading form and I know that again I told agent to make sure I’m covered for broken mirror.
  
  Sincerely,
  Anita K********

  Business Response

  Date: 11/13/2023

  Anita, 

  I have already responded the USA office can not assist.   Eddy is located in our corporate headquarters and can be reached via his email.  The email you have been communicating with him already.  If you have any further issues, please reach out to him. 

   

   

  Customer Answer

  Date: 11/13/2023

  Hi,

  I honestly am shocked in their response. I took insurance because  they told me it covers any breakage. Why would I even bother to take any insurance if they are not covering breakage or any kind of damage? Insurance was only for lost or breakage and they knew this clearly as I stated this to them, and agent told me clearly this insurance covers this.

  eddy the manager is being very difficult as they don’t want to pay out for the damage that was caused! This is really unlawful what they are doing.
  I am really shocked how this company is taking advantage of vunerable people. 

  Customer Answer

  Date: 11/14/2023

  Hi there,

  I also wanted to let you know the only reason I accepted the basic insurance as the agent on the phone told me clearly when I asked if my mirro breaks will the insurance cover and she said yes! That’s gods honest truth, they have recording I’m sure! I swear on the bible that they told me it will cover the broken mirror that’s why I signed the paperwork that she completed for her end. I just signed it trusting and believing her! I was mislead and obviously in this situation un protected and lied too.it this item was sentimental to me, it’s not just an item or product. It was a gift from my grandma that passed away 

  Business Response

  Date: 11/14/2023

  Anita, 

  Although I do not have anything to do with the insurance company, I have spoken to Eddy directly.  Your complaint has been escalated to management and they will respond within 10-15 days, once they are able to speak to all parties involved.  I am afraid this is where my assistance and the USA division of Seven Seas will end.  I must reiterate that you are contacting me through a US based company and the USA division of Seven Seas will not be able to further assist beyond the escalation. 

   

  Customer Answer

  Date: 11/14/2023

  I am rejecting this response because the USA can assist! I’m a citizen of the USA and I used your company from the USA to ship the items. Eddy is not being helpful at all in the Uk as he is not understanding that when I asked your employee by phone while in the USA if the mirror is covered under basic insurance for breakage they replied yes, I Confirmed several times and she said yes. I also told Ethan as long as insurance covers breakage then basic is fine because why would I spend 700 for premium insurance when my items are older??? This isnt right! This is a con, I’m being conned! 
  I will be back soon to the USA and get legal advice as this is incorrect that you will not fix my damaged goods, my mirror was shattered and it was bounce proof, this tells me that who ever was assigned and which I did see the UPS man put a product on my mirror box when I clearly told them not to place items On the box as it’s a mirror!! It was well signed and written on box as you also have proof of the boxes you shipped for me from the USA! 
  I just want my mirror fixed or compensation for the damages of the items! As a courtesy I feel if your company really cares they would help me out to fix the issue! That’s all I’m asking for.

  Thank you

  Sincerely,

  Anita K********

  Customer Answer

  Date: 11/14/2023

  BBB thank you for your help.

  I am really disappointing that sevenseas worldwide lied to me, clearly I did ask agent will  basic insurance cover a broken mirror and they said yes. This was 100% confirmed that’s why I went with this insurance and trusted that they were looking out for me but this was not the case!! Now the time came to claim because my products were smashed and damaged because of carelessness and boxes and items put on top of my product which was marked clearly that it was fragile! This is really the worst company and I would advice everyone to keep clear if they want there products in one piece! It’s a shame as they lost Alot of business from us now because they only said sorry! They did nothing to compensate me knowing how distressed I am! It’s really unkind and bitter that own and run this company 

  Customer Answer

  Date: 11/14/2023

  Thank you I will wait on these investigation and response from the company to why they told me basic insurance covered a broken mirror and this was several of times I mentioned as I did ask agent working for sevenseas worldwide does basic cover broken mirror and they said yes. It’s already very stressful to move stuff and filling many forms but the agent told it me that I was covered for broken mirror!! This is their fault for miscommunication and I trusted her words. 

• Initial Complaint

  Date:10/02/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We shipped 8 boxes and 2 instruments to Malaysia in early May 2023 from the US using Seven Seas (J000/469/107). We paid the customs clearance fees in August, and an email from Seven Seas customer service on August 18th detailed that we can expect roughly two weeks for customs inspections/clearance after the ship arrival date of August 13th for scheduling of delivery. On August 31st, we received a phone call that stated, on August 13th, there was a fire on the shipping vessel, and one of the containers that set fire contained our shipment. Our shipment was deemed destroyed. We were told that partial delivery fees and the customs clearance would be initially refunded, and that insurance would follow up accordingly. Insurance has not directly followed up with us. We never received any information that would verify our shipment being on that ship, no incident reports regarding cause of fire, no information on how full shipment destruction was determined, etc. We enlisted the help of a Malaysian law firm that has requested documentation related to the incident and our shipment, as well as a demand for compensation for our loss. They have received no response from Seven Seas. Customer service sent an email on the 27th of September that insurance was finalizing our claim and to provide banking information. We never filed a claim ourselves, as we were only told over the phone that our shipment was destroyed and sent a link about the incident. After inquiring about the expected insurance settlement, we were told to expect USD 2289. We shipped over USD 15000 worth of freight and were charged USD 1924.40 for shipping costs. I would provide specific valuation based on what we entered for our documents, but the website does not allow us to access this information. The insurance payout seems to be based on the absolute minimum required. We paid for delivery of a shipment which will never arrive, so that should be just the starting point to our compensation.

  Business Response

  Date: 10/05/2023

  This complaint was sent to a US company, the BBB,  and unfortunately this horrible fire occurred overseas.  The United States branch of Seven Seas fulfilled all of our requirements of the shipping contract.  While we are devastated for our customers and the loss due to this fire, there is nothing our branch can do.  This is being handled with our corporate headquarters and the overseas insurance company.  If there was something we could do to assist, we would, but the proper departments are handling this.  The only option for assistances is to speak with the senior management team that you are currently dealing with.  I will however pass this complaint on to them but that is the only way I can assist.  

  I am so very sorry this tragedy occurred and all that our customers are going through.

  Customer Answer

  Date: 10/08/2023

  Complaint: ********
  
  I am rejecting this response because I wanted to make a direct request to the US office. We do appreciate your response, as it was the kindest and most thoughtful correspondence we have received thus far. However, we are still without any documentation like the proof of our shipment's presence on the ship, incident report(s), the insurance report, etc. Therefore, we won't provide our bank details without any documentation. I actually can't believe anyone else would blindly provide bank details in this type of situation. Could you provide us with some direct contacts for the central office? For example, more specific then customersevice@sevenseas or insurance@sevenseas? 
  
  Sincerely,
  
  Kristin B********

  Business Response

  Date: 10/11/2023

  This is a devastating situation for so many of our customers and I wish there was more we could do from the US.  The two offices that are handling this situation is our Malaysia office and our corporate headquarters.  I do not have access to any of the information that you are requesting or I would be happy to share it.  I can however assist with one of your request and provide you with two direct emails.  The senior member of management that is handling the insurance claims is **** ******.  Unfortunately I believe she is on holiday.  Her email address is **********************************.  **** ******* is a member of her team who is also handling this horrible situation.  His email is ****.*******@sevenseasworldwide.com.  I hope that this can help you in some small way.   

  Customer Answer

  Date: 10/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your assistance!
  
  Sincerely,
  Kristin B********

• Initial Complaint

  Date:09/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was informed after almost 3 months after our shipment *********** from San Francisco to Malaysia, that all 5 boxes have been lost due to a fire on the ship. I was refunded the Destination Charges and a partial of Delivery Full Fees, which is 184.93 of 1006.24 that I paid, or 18%. I understand nobody anticipate the fire, but I don’t understand why I it’s not a full refund. As a customer, I paid seven seas to move my boxes from US to Malaysia, obviously this failed, why I still need to pay for a service that failed to do the job and caused thousands USD loss including some items of commemorative value and lots inconvenience? I know some fees go to 3rd party but that’s between seven seas and 3rd party, it doesn’t change the fact that I paid seven seas to do the job and seven seas failed to complete the job and I should be refunded.

  Business Response

  Date: 09/07/2023

  On August 31st the customer was advised we are working with the insurers.  We can do nothing until we hear back from them.  Please advise correspondence sent to the customer for our senior management team.  

  Dear Tan,
  
  Thank you for your messages and we fully empathise with your deep distress I can assure as certainly this is a most distressing situation to have arisen.
  
  Please confirm the exact name as is registered with your bank for the bank account number of which detail you have provided below.
  
  Our insurance desk are liaising with the insurers currently and such officials will shortly be processing all applicable claims accordingly. Further details regarding the progression and settlement of the insurance claim will be communicated in due course. Currently claims are typically settled within 30 days therefore I would anticipate such will be concluded by October commencement. However this is a very large incident and forbearance is requested whilst all those affected are assisted.  Could you advise if you hold any further insurance policy upon your shipment in addition to that taken with Seven Seas Worldwide?  
  
  Your disappointment is entirely understood but all services were undertaken for your shipment and hence the fees are applicable for such.  Obviously the entry clearance and delivery will sadly not be achieved and hence such funds are to be returned.
  
  I do hope this clarifies for you and I look forward to hearing from you shortly.  We do apologise most profusely that you have been caused such distress due to this tragic event occurring whilst shipping with us.
  
  With kind regards,
  
  Jane
  Customer Service Manager
  Seven Seas Worldwide Group
  Web: www.sevenseasworldwide.com

  Customer Answer

  Date: 09/07/2023

  Complaint: ********
  
  I am rejecting this response because:
  yes that's what we have received via email. but that's regarding the insurance part. what about the delivery fees? I am expecting a full refund instead of just 18%. Please clarify if that would be included in the insurance part and I misunderstand it. 

  
  Sincerely,
  
  Zhiwei ****

  Business Response

  Date: 09/09/2023

  This issue is being handled by our senior management team in the UK.  The US company performed our services by collecting the items and shipping them overseas.  Any refunds are handled by senior management in our corporate headquarters, not the USA.  

  With that being said, the email sent to our customer clearly states the services not performed will be refunded.  A copy of that sentence taken directly from the email is "Obviously the entry clearance and delivery will sadly not be achieved and hence such funds are to be returned."  I believe this addresses the refund.  

  Once the insurance company settles any claims, the same department will reach out to our customer and advise.  

  Customer Answer

  Date: 09/10/2023

  regarding the latest response from seven sea US company, I want to make it clear again I didn't get a FULL refund, there was a refund but it's just a PARTIAL refund which is just about 18% of what I have paid and that is what I am complaining about. I don't know a effective way to complain against the UK company, since seven seas has a US company and doing business in the US, it's the only way that I know that I can file a complaint. 

  Business Response

  Date: 09/15/2023

  While I understand the reasoning of using a US company to file the complaint, there is nothing I can do except pass your complaint on to the department you are currently dealing with. I will reach out to them again but the corporate office is in contact with the insurance company and will be the one who issues any refund to all customers involved.  This situation is a complete tragedy and I am very sorry this has happened to you and all our customers involved.  But there is nothing I can do to expedite or change this situation.  I will reach out to Jane E***** who is handling this situation and will revert back anything that I learn.  

  Business Response

  Date: 09/18/2023

  While I understand the reasoning of using a US company to file the complaint, there is nothing I can do except pass your complaint on to the department you are currently dealing with. I will reach out to them again but the corporate office is in contact with the insurance company and will be the one who issues any refund to all customers involved.  This situation is a complete tragedy and I am very sorry this has happened to you and all our customers involved.  But there is nothing I can do to expedite or change this situation.  I will reach out to Jane Elwell who is handling this situation and will revert back anything that I learn.  

  Customer Answer

  Date: 09/26/2023

  ok. the latest response from the business didn't clarify if the remaining fees would be covered in the insurance part or not, so I am going to wait and see the insurance result first. and I want to make it clear, though in prior communication the customer service said the delivery fees is not refundable, I don't understand why sevensea can do that, which is the reason why I am complaining here.

  Customer Answer

  Date: 10/16/2023

  hello, I have some updates, since this was closed, please let me know if I should open a new claim and refer back to this. for now I would just share my updates below.

  1) I received refund from insurance on Oct 10, but the amount was not right. I purchased premier insurance of $1,650.00 for my items, but only refunded $1,587.96. There was no settlement document, so I totally don't know how this was calculated and why it's less than what I have insured. 

  2) I requested for insurance settlement document from [email protected] on Oct 5, then Oct 10, no responses from anyone in the past 12 days. I believe no customers should be treated this way!

  3) I want sevenseas to explain: why you can keep my fees while you failed to do the job (as mentioned previously, only 184.93 out of  1006.24 was refunded to me)? I double checked all documents signed and place order process and nowhere mentioned the fees refund policy. so based on what terms you can keep my money? where and when are these terms disclosed to customers?

  Business Response

  Date: 10/17/2023

  I thought I was very clear in my previous emails.  You are filing a complaint with a US business, the BBB.  The USA division of Seven Seas can not assist with this situation as this tragedy occurred after the container left the USA waters.  This situation is being handled at the corporate level as that is the department that handles any and all insurance claims.  The only staff that has the power to discuss pay outs, insurance, complaints, are all members of senior management in our corporate headquarters.  Please direct all questions to them.  I apologize however there is nothing that I can do further to assist.  This situation must be handled through the proper channels. 

• Initial Complaint

  Date:03/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company admitted that my package was damaged but did not mention this until I contacted them about missing items. I wonder if they would have said something if I never contacted them... About the missing items - the company will not provide explanation of what happened and are claiming the type of insurance I purchased is insufficient because I did not upgrade (although I thought I did and that is why I upgraded insurance for select items) and did not cover all items, although this was not clearly stated on the forms to do so. They pretty much took my money knowing it wouldn't cover anything at all. They have been very unhelpful. I would stay away from this company.

  Business Response

  Date: 03/21/2023

  I am not sure why this complaint was filed in the USA.  The items left the USA back in 2022.  Specifically Oct 29, 2022.  At that time there was no complaints regarding our service levels here in the USA and the customer reported no issues.  

  In response to the customer's claim that our team is unhelpful--Our customer service team has responded to every contact from this customer explaining the following: 

  1--Australian Dept of Agriculture and Water inspected the items upon arrival in to Australia.  That is the only time the boxes were opened.  This is the only time items could have been removed from the boxes. This has been relayed to the customer.  2--Regarding the insurance complaint, I have attached a copy of our insurance form that explains in detail the differences in the types of insurance the customer is able to purchase.  As you can see, the form is completed and signed for by the customer.  We do not chose insurance options for our customer's.  

  Our corporate complaints team is working on the investigation of the missing items and are also responding to all complaints from this customer.  Again, I am not sure why this complaint is being filed in the USA.  The items left our possession in 2022.  

  I am including the latest email between the customer and our customer service manager.  As any decision regarding any complaints will come from our corporate team: 

  Dear K****,
  
  Many thanks for your below email message with the additional information that you have kindly provided and such will be additionally submitted to our logistics dept accordingly whom are undertaking a full investigation into this distressing situation.  Currently they have updated me that Bio-security officials in Australia, upon importation of your shipment, requested three of your shipping boxes to be opened for the contents to be checked.  This was performed under surveillance with our staff present and all items that were inspected were returned to your boxes.  None of the inspected boxes coincided with the box numbers from which items are missing K**** but please be assured that the investigation remains in progress.
  
  The level of insurance cover and the policy selected is entirely at the discretion of the customer and, as can be seen detailed upon your insurance document, you specified Basic Insurance cover for a total value of USD$2,428 of which policy has a cost calculated at 3.5% of this value.  Therefore you were charged a premium for this insurance cover of USD$84.98 with the invoice (copy attached) being issued to you on the 12th October 2022 and which you duly settled.
  
  Therefore if any of your eight boxes had remained undelivered to you at the destination, you would certainly have been able to claim the sum declared for any possessions which had travelled within that specific box.  You have implied that the Basic insurance cover taken was worthless K**** but this is incorrect as you would have been able to claim for non-delivery of a box as detailed above if such event had arisen.  The insurance cover has been in place during the transit of your shipment and the premium is not subject to refund as you are seeking as you would have been able to benefit in the event of a box being undelivered.
  
  You mention that the terms of the insurance cover are unclear but the very top of the insurance document that you completed illustrates a precis of the cover and as can be seen, only Premier Insurance extends cover to the theft or loss of contents.  At this section of online documentation completion, the full terms and conditions of insurance cover are also displayed to aid our customers in their insurance purchasing decision.  Also at the very outset of your booking a copy of the Insurance Terms&Conditions had been issued to you and such also fully details the Basic Insurance policy as extending cover to the loss of a box but not encompassing partial loss of contents.
  
  Your correspondence advises that you thought you had taken Premier Insurance cover but as can be seen on your insurance form, this column remains blank for all contents of your boxes.  The invoice for the insurance premium that you settled declares the cost as being for Basic Insurance upon the document.  We had received correspondence from you on the 10th October (copy attached) advising that you had reduced the amount of insurance so perhaps your confusion has endured as I do appreciate that document completion occurred five months ago.
  
  Whilst I would not wish to cause you any offence or further unhappiness, compensation as you are seeking for your brushes, bracelets and cleaning products is not applied as no insurance cover of any type had been taken on most of these items.  However please be assured that I will certainly revert as soon as our investigation into this regrettable matter has been fully completed.
  
  I do hope this assists and with kind regards,
  
  Jane
  
  Customer Service Manager
  Seven Seas Worldwide Group
  Web: www.sevenseasworldwide.com

• Initial Complaint

  Date:10/07/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The shipment was originally scheduled to arrive in 93 days to 113 days. We shipped out on Mar-14-2022. We received the shipment on Sep-12-2022. It was 180 days to received the shipment. However, because of the delay of over 60 days, we had to purchase new flight tickets in order to receive the shipment. We completed the payment of $3400.00. while the shipment was moved from us to the origin San Francisco warehouse on 3-14-2022 and the shipment did not leave the origin warehouse until 6-02-2022.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 6, 2022/10/11) */ The customer did not pay for their shipment until April 9, 2022. At that time, the port congestion and issues on the West Coast are well documented in the media. We loaded this on the first available container and kept the customer informed. Here is the official response sent to the customer's complaint. This is from senior management and explains to the customer exactly why their shipment was delayed. Dear ******/*****, Thank you for your email message although I am certainly sorry to read of your disappointment and complaint in regard to your shipment to Australia as we certainly would not intention you to encounter any such frustration I can assure. It is indeed fully appreciated that it is extremely inconvenient to anxiously await the arrival of much needed possessions and therefore any lack of information, conflict of detail or a delay is most exasperating. Regrettably the global shipping industry worldwide has been affected by vessel timetable disruption which is primarily an enduring after effect & consequence of the pandemic, resulting in random vessel cancellations and under capacity in some ports causing congestion and consequent vessel timetable deferrals all of which are unfortunately beyond our control to entirely predict or to prevent. Please refer to our trading terms and conditions. Whilst an estimated transit time is advised at the outset as typical for the shipment to take, this projection is not extended as an absolute guarantee as circumstances beyond the governance of Seven Seas Worldwide can arise within global shipping as are unfortunately described above. There is no lack of understanding to your unhappiness or inconvenience I can absolutely assure but compensation for consequential costs such as flight tickets & travel expenses etc as you are seeking is not applied. Currently a maritime containers progress and its timetable is subject to change which is the first time in 25 years we've experienced this and we hope to see a sense of normalcy return as soon as possible. In the meantime, we are doing everything we can to have your shipment arrive as soon as is possible. Please be reassured that your shipment is safely laden within a maritime container of which arrival timetable to Australia is currently awaited. We do apologise for your dissatisfaction as your custom with Seven Seas Worldwide is highly valued I can assure and we would certainly not intention for disappointment to be encountered if in any way avoidable. With kind regards Jane Customer Service Manager Seven Seas Worldwide www.sevenseasworldwide.com Consumer Response /* (3000, 13, 2022/10/17) */ We need to purchase extra air ticket to received the shipment due to Seven seas Worldwide never notice us the shipment was 90 days delay. Business Response /* (4000, 17, 2022/10/27) */ This is the first that I have received notification of the customer's response on Oct 18th. Our corporate headquarters and senior management has denied the refund request from the customer due to the explanation provided to the customer. We cannot control the port congestion and lack of personnel at the ports. I can resend the customer's complaint and request for refund but I do not believe they will change their position as this is out of our control. If this was an error on our part then we would certainly have considered a refund. Consumer Response /* (4200, 19, 2022/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) That was an error on your part. Because your company didn't notice us for the 90 days delay. We need to purchase extra air ticket to received the shipment.