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:06/10/2024

  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.

  I work and live in ********* and I am in the process of moving to ****** for my retirement. On April 29 2024 I sent a box with several of my belongings to ******** Mexico where my sister lives, for this I contracted a parcel company called "Paqueteria El Viajero" which charged me 260 dollars and notified me that the final shipment to ****** would be done by another parcel company called Estafeta once the box crossed the US border. On May 22 2024, my sister received the box completely crushed and when she opened it she noticed that some electronic items arrived severely damaged and no longer work.I notified Paqueteria El Viajero of the damaged items to which they replied that they were not liable and that I had to contact the parcel company Estafeta directly which I did, I began a indemnification process with Estafeta and after a week they refused to pay. Then I contacted the mexican consumer protection office PROFECO which told me to check this issue with Paqueteria El Viajero directly because they are the liable party because they contracted the parcel company Estafeta.The value of the damaged goods when they were new was around 2500 USD, however I am aware that my items are 10 to 12 years old so the real value today may be half or less.Paqueteria El Viajero claims it is my fault because I did not pack my items properly but this is a lie because the person at their front desk helped me pack my belongings on their premises which in my opinion was done properly.Somebody has to keep a closer look at these parcel companies that ship things across the border, they lose and damage packages and they blame the customer for everything and nobody is liable and nobody refunds anything, I'm not the only person with this problem, this happens to thousands of people every month.

  Business Response

  Date: 07/16/2024

  To Whom It May Concern:

   

  In response to complaint ID: ******** Mr. ****** ******* ******* ****** walked in the  office 4/29/2024 requesting shipping services to *******  The customer was provided with available products and services in detail verbally. That same day a client purchased our services. He purchased one box 24*24*24 and shipped it to **********************. Client was assisted in transferring items from his container to the cardboard box. He signed and initialled an itemized document stating what his package contained. In this itemized document states "El empaquetado interior de paquete es responsabilidad del cliente, Envos que no cuentan con aseguranza Paqueteria El Viajero no se hace responsable por ningn dao, prdida parcial o total robo. No se aseguran artculos usados." Customer did purchase $10 insurance that covers up to $100. The Insurance was voided as the customer failed to declare a cell phone was included in the box. He was notified via Whatsapp of these actions and a letter from Paqueteria El viajero was submitted inside the package aswell the report from Estafeta his package was wrongly packed.  The letter stated the $10 insurance went toward taxes of the undeclared cellular device. Another letter was submitted in the package for the ax that had to be removed from the package due to being considered a weapon. . 

  Customer Answer

  Date: 07/16/2024

  I am rejecting this response because:   

  This parcel company is totally incompetent and corrupt, they keep refusing to take responsibility for their omissions.
  
  The person who attended me put many of my items into the box so I did not pack my items by myself so you do bear some responsibility in this matter.
  
  I clearly stated to her that I was in the process of moving to ****** and that it was my first time sending a package and that I knew absolutely nothing about logistics and parcel companies and customs and taxes so I asked her for her guidance but she failed miserably at doing her job. She never warned me that my items where wrongly packaged, she never told me that my camping axe was going to get confiscated, the undeclared cell phone was my fault but that has nothing to do with the destruction of my other items.
  
  In our Whatsapp conversation they claim that I refused the option they offered me of packing my items with packing peanuts for additional 25 USD and that the destruction of my items was my fault.
  This is a total lie. The person who attended me never offered me this option, there is no mention of this in the receipt.
  I went to talk to them in person few weeks ago and they told me they have surveillance cameras and they got everything recorded on video so please show me the part of the video where you "offered" me this option and I "refused" it.
  
  The bottom line is that my items where packed properly in their premises with the help and "guidance" of one employee of theirs so I was expecting my items to arrive in ****** in one piece but this did not happen and I blame them for this.
  
  I want a reimbursement of at least 260 USD which is what I paid for the service.

  Business Response

  Date: 07/17/2024

  In response to complaint ID: ******** Mr. ****** ******* ******* ****** walked in the  office 4/29/2024 requesting shipping services to *******  The customer was provided with available products and services in detail verbally. That same day a client purchased our services. He purchased one box 24*24*24 and shipped it to **********************. Client was assisted in transferring items from his container to the cardboard box. He signed and initialled an itemized document stating what his package contained. In this itemized document states "El empaquetado interior de paquete es responsabilidad del cliente, Envos que no cuentan con aseguranza Paqueteria El Viajero no se hace responsable por ningn dao, prdida parcial o total robo. No se aseguran artculos usados." Customer did purchase $10 insurance that covers up to $100. The Insurance was voided as the customer failed to declare a cell phone was included in the box. He was notified via Whatsapp of these actions and a letter from Paqueteria El viajero was submitted inside the package aswell the report from Estafeta his package was wrongly packed.  The letter stated the $10 insurance went toward taxes of the undeclared cellular device. Another letter was submitted in the package for the ax that had to be removed from the package due to being considered a weapon. . 

  Business Response

  Date: 07/17/2024

  In response to complaint ID: ******** Mr. ****** ******* ******* ****** walked in the  office 4/29/2024 requesting shipping services to *******  The customer was provided with available products and services in detail verbally. That same day a client purchased our services. He purchased one box 24*24*24 and shipped it to **********************. Client was assisted in transferring items from his container to the cardboard box. He signed and initialled an itemized document stating what his package contained. In this itemized document states "El empaquetado interior de paquete es responsabilidad del cliente, Envos que no cuentan con aseguranza Paqueteria El Viajero no se hace responsable por ningn dao, prdida parcial o total robo. No se aseguran artculos usados." Customer did purchase $10 insurance that covers up to $100. The Insurance was voided as the customer failed to declare a cell phone was included in the box. He was notified via Whatsapp of these actions and a letter from Paqueteria El viajero was submitted inside the package aswell the report from Estafeta his package was wrongly packed.  The letter stated the $10 insurance went toward taxes of the undeclared cellular device. Another letter was submitted in the package for the ax that had to be removed from the package due to being considered a weapon. . 

  Customer Answer

  Date: 07/18/2024

  I am rejecting this response because:   

  You keep refusing to take responsibility for your omissions.
  
  I trusted you with my items I thought you were professionals, however I was vey wrong. 
  
  I asked for your guidance and expertise but you failed to do your job.
  
  Please stop blaming me for your incompetence and refund my money, IT WAS YOU WHO PACKED MY ITEMS!!
  
  I you do not refund me I will escalate this with Attorney General *** ******.