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:08/22/2023

  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.

  Date of transaction: August 17, 2023 I used the services of this company to import a box of dry goods (foodstuff) from *******. When the box arrived the ***, I went to pick it up and the ladys husband loaded the box (18 kilograms) into my car. I paid and prepared to leave when he told me there was a little problem with the box. He said that rodents had chewed through the box but there was no damage to the foodstuff contents. He proceeded to show me a document from the airlines - Lufthansa. I scanned the document and left. Upon getting home, I discovered the box was totally damaged and the contents inside had been thoroughly chewed through by rodents. This experience has been unpleasant and unhealthy for me. The lady and her husband are not forthcoming with any genuine explanation.

  Customer Answer

  Date: 08/22/2023

  Glamor Global of ********** Street in ******* is the freight company I used to delivered a box of dry goods from *******. When the box arrived, Glamor Global did not contact me. I contacted them and arranged for pick up. I was there to pick up on Wednesday, August 16, but no one was there to attend to me. I scheduled a second pick up date for Thursday, August 17. Also, I gave advance notice to let **************** know I would be coming since I could not reach ****************************, the lady who runs the business.

  When I arrived, **************** loaded my car with the box, since it was heavy, about 18kg weight. I thanked him and gave him the money ($50) for pick up. **************** then told me that there was a problem and showed me a document supposedly from Lufthansa Cargo (this document has no contact phone number and the English Grammar is incorrect). He proceeded to let me know that *********************** had told them that rodents had chewed through the box but no damage was done to the food contents inside the box. However, when I arrived home, I noticed that rodents had thoroughly chewed the box and thoroughly nibbled through the food products inside the box. I reached out to **************************** and requested a full explanation of what happened and to contact Lufthansa Cargo if possible. But she did not cooperate with me know acknowledge my request. This experience has been unpleasant and unhealthy for me.

  Business Response

  Date: 09/05/2023

  I received a letter which *** ******************* did complain about our services. She shipped food items with our company Glamor Global logistics from *******. The shipment was carried by Air Maroc airline and was cleared on the 7th of August 2023 at Lufthansa cargo office at ***********.

  Upon collection of the total shipment with over 28 boxes, we discovered that rodents had eaten into some of the boxes at the Lufthansa cargo facility, which *** ******* 's box was included in the damaged boxes. Immediately, our staff that went for the collection made a formal complaint with Lufthansa supervisor ****************** who was on duty at that time.

  A statement of fact was made for us, signed, and we were advised to go to Air Maroc online to file a claim for the damaged boxes. The claim was submitted online to Air Maroc and a copy of both the statement of fact issued by Lufthansa and a copy of notice filled claim with Air Maroc is attached.

  As part of our customer ********************* *** ******* was promptly notified that a damage was made to her boxes at the **************** when she came to collect her box, and she was told that all necessary action was being taken to file a claim. She did not raise any objection, but to our surprise, she decided to make a formal complaint.  Unfortunately, this might take a while because Air ***** does not have an office domiciled in *******. They transact business through Lufthansa Cargo. We will ensure that the issue is resolved, once we hear a response from Air Maroc. Our ultimate goal has always been to ensure that all our esteemed customers are always happy with our service. 

  We will definitely follow through with the claim, and *** ******* will be contacted once we hear feedback from Air Maroc

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