ComplaintsforS.O. Express - The Mark of Moving

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/29/21 S.O. Express picked up 17 boxes and 1 additional item. The invoice was paid in the amount $5,490. The *** I was given was between ****** days.I was told the container arrived in ****** in December 2021. S.O. Express sent me a message stating that due to an operation in the ********************, they had to seek alternate routes. They said this would take longer for containers to be released from customs and due to the pandemic all processes were slower.In June 2021, my family and I went to *******. I wanted to make sure our shipment would be in Brazil by the time we arrived. All our belongings are in the container with S.O. Express.I stayed in ******* until February 2022. *Please note that when I left ******* in February 2022 I sent several boxes, through a different company, and have already received them all.*On 12/6/21 I contacted *** she stated the container was still at customs in ******.On 12/21/21 I contacted *** she stated the container was still at customs at the ********************, and stated all ports in ****** were delayed.On 2/17/22 I contacted *** she responded stating she requested information regarding our boxes and *** would be in touch with me. He never reached out to me.On 2/22/22 I spoke to *** He said he would find out what was going on with the container and let me know. He didnt.On 3/22/22 contacted *** again. He stated the container was in line for inspection and delayed. On 4/25/22 I contacted *** again and asked about the boxes. No answer.On 5/18/22 I contacted *** again. No answer.On 5/19/22 I spoke to *** and he stated container was still in process and delayed.Since 5/19/22 they no longer answer me or reply to my messages, and I still have not received my shipment. I requested proof that the container is in fact in ******************** and they failed to do so.

  Customer response

  07/13/2022

  I have not heard from the business in response to my complaint.

  

  Business response

  07/13/2022

  Everything **************** is telling regarding the port situation in ****** is true, our Company has been spending a lot of money to release the container, this week finally we got good news and next week we will have this problem solved.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a 75 year lady, diagnosed with lung cancer surgery scheduled for last May 13th. I didn't know what to expect in that procedure I thought I could send some used stuff to my daughter in law and to my 2 sons. A friend gave SO Express info and I contacted Val that gave me all the instructions of how to proceed (I have all conversations recorded and the messages filed on WhatsApp).He came to pick the box up on May11th, I paid $410.00. On that occasion he asked me to fill a form and instructed me to make a short description of the contents of the box. That paper has a number that he said would be the tracking number and the customer service phone number as well. He said it would take at most 60 days to be delivered.A little before the 60 days I started calling the company and getting weird answers about the location of my box. ***********************, the account executive never gave me any information about where my box was, always telling lies. I guess I must've called them 30/40 times and the answers were: "the container was redirected to a different harbor"; "I don't know which harbor"; "I can't tell about the harbor"; the owner's name is ****** but he is not here, I'll ask him to call you up". "I gave him your msg, can't do anything if he didn't call you"Like 2 months ago, she told me the box left the Customs and was waiting for the pick up. After 15 days, she said the truck drivers where on a strike, which was not true. No strikes in ******. Then, she came up with another story that the box had to go back to Customs because a machine was broken when it first went through. On October 12th, me and my husband decided to visit the office, since it passed 6 months. ****** put me on the phone with someone that was said to be ******** wife. She told me the box was still in ****** harbor and I'd be the first to know when it was delivered. I called again 15 days ago. ****** said it is NOT in ****** so I filed a complaint at ********** ******************

  

  Business response

  11/24/2021

  This container were is ******************** belongs still at Customs in ******, unfortunately ********* authorities have sovereign to do whatever they want, we are waiting for release since then and the company is having a huge loss with this delay.

  Nothing is wrong , only huge bureaucracy in ******.

  We ask a little bit more of patience ,'

   

  Thank You,

   

  S.O. Express Customerservice

  Customer response

  11/30/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jacilu

  All I am asking is an answer to the whereabouts vi of my box. Brazilian Customs at what specific Port or Harbor destination. They have the obligation of providing the information I have been asking over and over for months.

  A box that should have been delivered within two months is going to complete seven months and they ask me to be patient??

   

   

  

  Business response

  02/08/2022

  Dear BBB, on 12/10/2021 we have delivered customer's box, since the beginning we told him that ********* customs were holding and working very slow. We thanks our customer to be patient .

  We are offering to this customer as a good faith from our Company a good discount on future shipments. 

  Customer response

  02/10/2022

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does partially satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  
  

  However, the copy of the receipt they attached to their last letter does not belong to me or even my son.   My box was sent to my son Guilherme ******* who lives in *************************, ************,******.  He acknoledged receipt

  of the box last December 10th.

  
  

  I thank for the generous discount they are offering on my next remittance and want to remind them that I am not a man but a young  old lady.
  
  Regards,
  
  *****************************

• Initial Complaint

  11/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have hired SO Express for an international move to ******. They picked up my items 6/30/2021 under contract #SO64306. I paid $6400 in transportation and $500 insurance fee. So far, I have not received my items and I kindly ask BBB's help to intermediate and resolve the issue. In the contract, they determine the time of delivery to be between 60 to 90 days. Since the pick up date, it has been 138 days. I have tried contacting the company multiple times, and I am repeatedly told that they do not have an estimate as to when it may be delivered. I am not given any details as to what the hold up is and/or if there is any resolution in sight. At this time I am at a loss without my moving items and no one else to recur, so I am writing to BBB in the hopes that a solution can be intermediated .

  

  Business response

  11/16/2021

  Dear ****************,

  Nothing to be worried about , your moving is at Brazilian port waiting for release by Brazilian Customs, unfortunately we do not have power to speedy this process, I will keep you informed when it will be released.

  Meantime, read the contract that is showing the tile of delivery can be later if have any issues with customs.

  Thank you very much for your understanding.

*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. ↩