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:06/01/2025

  Type:Product 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.

  ******* Ruitort Subject: Complaint Regarding Non-Refund of Expenses for ************** Dear *********** am writing to formally lodge a complaint regarding the non-refund of expenses for a service I paid for but did not use. The details of the transaction are as follows:Order/Tracking Number:EX7313 Date of Payment:March 1/2024 Service Details: Shipping container from ******* (CAN) - ******* (ARG)Amount Paid: : 2250 USD On March 1/2024, I booked and paid for "************************ CPT"with WorldCargo which includes the transportation of the container by land from ************ to *******, *********. However, I was unable to use the transportation service due to the shipping company's lack of knowledge because when the ship arrived in ************, it was no longer considered in transit to *******. It had to be deconsolidated in ************. I promptly notified the company on various occasions, as evidenced in the attachments.Despite following all the procedures outlined in their terms and conditions, including canceling the service within the stipulated time frame and providing necessary documentation, I have not received the promised refund. I have made multiple attempts to resolve this matter through their customer service team and directly with the director of opeartions, including:Contact on Jul 1, 2024:*** *********, the Director of Operations, reassured us that the refund was **************** on Oct 7, 2024: *** *********, the Director of Operations, told us that he would check with the head office regarding the refund but nothing ever came out of it. This was the last contact that was made and nothing has been resolved ever ************* on Dec 16, 2024: A call was made ***** *********, the Director of Operations, and it was simply ********** date, I have not received the refund, nor have I received any substantive explanation for the delay or refusal.Sincerely,******* *******

  

  Business Response

  Date: 13/01/2025

  Dear Mr. ********************* you for bringing your concerns to our attention regarding your shipment (Shipment Number: EX7313). We take all feedback seriously and aim to provide clarity on this matter.
  
  To clarify, the service you booked with WorldCargo was for the shipment of your container from ******* to ************, with inland transport to ******* arranged separately as part of the overall service. As per our agreement, WorldCargo fulfilled its obligations by coordinating the ocean freight to ************ and securing the inland transport arrangements for delivery to ***************
  
  It is important to note that customs clearance in ************ was your responsibility or that of your appointed customs broker, as stated prior to the shipment. The inland transport from ************ to ******* could not proceed without customs clearance, which your broker needed to complete upon the containers arrival in *************
  
  As highlighted in the email exchanges, your customs broker chose to deconsolidate the goods in ************. This decision, made outside of our control, rendered the inland transport to ******* impossible, as CMA CGM requires customs clearance to execute further transit. Additionally, in your email dated June 19, 2024, you explicitly requested to cancel the inland transport, effectively invoking our cancellation policy.

  Furthermore, it is important to clarify that destination delivery fees, as quoted, are designed to cover a variety of charges at the destination, including terminal handling, inland transport coordination, and delivery to the specified location. These fees are incurred regardless of whether the inland transport proceeds, as they encompass services and commitments made on your behalf to third parties.

  As a reminder, our terms specify that after certain points in the shipment process, cancellations become non-refundable due to costs incurred with third-party vendors such as carriers and handling agents. However, we remain committed to working closely with our clients to find amicable solutions where possible. In this case, our accounting team is actively coordinating with CMA CGM to reconcile costs and secure refunds for the unused portion of the inland transport. Once this process is finalized, we will process your refund in accordance with our terms and conditions.
  
  While delays and customs-related issues were beyond our control, we remain committed to resolving this issue for all parties involved.
  
  Sincerely,

  World Cargo

• Initial Complaint

  Date:04/04/2024

  Type:Billing 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.

  I hired world cargo to transport my 40 foot container, (containing household goods) from ********* to *************************** in *********. As payment and shipping charges for this service, I made full payment of CAD$ ******* on the 30th of October ******* was their responsibility to pay the shipping company **************** for transporting the container to the final destination in **********Therefore, I was taken aback when I received a call in January 2024 from **************** saying they would not release my container until they received the complete payment as they had only received partial payment.I contacted world cargo multiple times requesting them to send me an invoice receipt from **************** confirming that they have been paid in full, but never received that **************** was their non payment of full fees to **************** (despite charging me), that resulted in demurrage charges in *****. If they had paid the shipping company their dues which they had collected from me well in advance, the need for these penalties (INR ********* equal to CAD $ 3757 plus my other expenses (travel, board etc) of CAD$ 2500 = Total CAD$ 6257) would not have arisen. World cargo not only violated our agreement, but also broke my trust and caused me mental harassment, inconvenience and financial duress. Whats worse they are not resolving this issue despite me contacting them multiple times. I am 80 years old, frail in health, and with limited financial resources.Moreover I paid for a service that was never completed and should be refunded.I am seeking reimbursement for the demurrage charges, plus the part of payment that I didnt receive the service for as well as the costs I had to incur in resolving the situation in *****. They returned just $1500 despite charging me $3050 for the service!?! And nothing else n account of demurrage and expenses.I have requested them several times to do the right thing, but to no avail. Hoping you can help me find a resolution.

  Customer Answer

  Date: 04/04/2024

  I would like a refund from world cargo as the services they provided were incomplete and their dishonesty resulted in me being penalized an amount greater than what I had paid them for transporting the container in the first place. Also, they never provided the full service they were hired to!

  

  Business Response

  Date: 10/09/2024

  Please see attached.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 21528527
  
  I am rejecting this response because:
  

  I was forced to pay demurrage amount equivalent to CAD $ *******, due to incomplete transaction done by the business. I incurred further expenses as I had to travel to ***** and stay in the city till the container was discharged. I expect the business to pay the demurrage amount in its entirety - at the very least. We would not have been in this position if they had done the job right.

  Sincerely,

  *** *****

  

  Business Response

  Date: 20/09/2024

  Dear BBB & Mr. ******************* are writing to make it unequivocally clear that World Cargos responsibility for this shipment concluded upon its arrival at the designated port or terminal. As per our standard procedure, all communication was conducted between the clients port and the carrier. World Cargo is not involved in any further communication or logistics once the freight has reached its final destination.
  
  Furthermore, once the shipment reaches a new country or port, World Cargo is unable to take any further action or provide assistance, as it falls outside of our capacity and scope. This is due to international laws, customs regulations, and other legal constraints beyond our control.
  
  At no point was World Cargo made aware that the freight had been held in ***** until the client informed us. As per our terms and conditions, clearly stated in both our quotes and invoices, World Cargo bears no responsibility for any fees or charges incurred after the freights arrival at its destination.
  
  It is critical to note that World Cargo has already gone beyond its obligations by covering and reimbursing the inland transport costs, which was the extent of our agreement. Any additional fees, including destination charges, storage fees, travel expenses, or import duties, are solely the responsibility of the client, as explicitly outlined in the terms and conditions signed prior to the shipment.
  
  Additionally, World Cargo has already offered an extra goodwill payment of ***** CAD to help alleviate the situation.

  We trust this final clarification will put any further discussion to rest. World Cargo will not assume responsibility for any fees or expenses beyond what was agreed upon.
  
  Best regards, 
  
  World Cargo Team

  Customer Answer

  Date: 26/09/2024

   
  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.
  

  Im exhausted with fighting and between the business and **************** feel its a *****- Goliath fight.

  Please let me know how you intend to transfer the 1000$.

  Sincerely, 
  

  
  *** *****

• Initial Complaint

  Date:07/11/2023

  Type:Billing 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 contracted World Cargo to ship a bus from their Depot in Surray ** to ****** ***********. They quoted me a firm price which I paid and then they said they needed over $2000.00 usd more. I do not have the extra money so requested a refund. They told me there would be a cancellation fee and I do not have it. It is only being canceled because they changed the amount to be paid. It has caused me a loss of revenue in ****** and alot of stress. Please help me.

  

  Business Response

  Date: 14/12/2023

  To whom it may concern,
  I trust this message finds you well. I am reaching out to provide clarification and context regarding a recent situation involving a shipment with our company, World Cargo.
  Upon further review of the shipment in question, the initial quote was based on the assumption that a 40 HC container would be suitable for shipping the bus. From our initial conversation with the client, they provided us dimension which led us to believe that a 40 HC container would be suitable. It was relayed to them that if the bus could not fit into the container, additional equipment (flat rack) would be required and that it would cost approximately $2500 USD. These are two different services and have different costs due to the clients shipment needs.
  After receiving the bus and taking precise measurements, it was determined that the bus would not be able to fit into a 40 HC container and a flat rack was needed. We relayed this to the client and they requested a refund instead.
  The client's request for a refund has not been denied; we are fully prepared to accommodate it. However, it is important to note that our company adheres to a 25% cancellation policy, a detail explicitly communicated to the client from the outset. This fee covers the time and resources invested in the shipment, including receiving and handling the bus in our warehouse, storage, and the administrative work involved in documentation and rate inquiries. This policy is clearly outlined in both the terms and conditions form they signed and at the bottom of the invoice, examples of which are attached for reference.
  Contrary to what the client has provided in this case, the cancellation policy is not mentioned in the payment receipt. We have made diligent efforts to address their concerns by exploring alternative shipment options and waiting for responses from other carriers to potentially secure a more cost-effective shipping rate. Regrettably, the client rejected these alternatives.
  For your convenience, we have attached examples illustrating when and how the client was informed of our cancellation policy. Please review the documents to ensure clarity on the matter. If you have any further questions or require additional information, feel free to reach out.