Complaints

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• Initial Complaint

  Date:09/30/2025

  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.

  On Aug 29th, 2025 we paid $1820.00 to ship seven items to ******, *******. On 9/3/25 all the items were picked up. There is a 15 business day delivery even though we were promised delivery on September 8th or 9th. As of 9/30/25 one of seven items have been delivered. We are told that three items are damaged but we dont have specifics. There have been claims of delivery attempts for the six items; however, no note was left at the door. Additionally no signature is required for delivery. My family has been instructed to contact the Belgian branch of ***** to resolve the issue. Our contact at Logicstics has been unhelpful. Additionally her manager is aware of the issue but is unwilling to engage with us via email. (In writing). My son is studying in ******* for two years. Wed like him to have warm clothes, linens and his rice maker. This company has failed us.

  

  Business Response

  Date: 10/08/2025

  We truly understand how important this shipment was for you and your family, especially given that your son is studying abroad and relying on these personal belongings. We regret the stress and concern that the process caused, and we want to provide some clarity on what occurred.
  
  Your shipment was collected on September 3, 2025 as scheduled. As part of our standard process, we always advise verbally and in writing that transit times are not guaranteed, as international shipping is dependent on a number of factors outside of our controlincluding customs clearance and the timely provision of documentation from shippers.
  
  In this case, the couriers brokerage division reached out to you on September 8, 2025 requesting information to clear the shipment. A response was not received until September 16, and when additional details were requested, those were not provided until September 22. Your shipment was released by customs 2 days later and was subsequently delivered in full and without damages.
  
  While we recognize that waiting for these items was difficult, the timeline reflects that delays were primarily related to documentation exchanges with customs. We care deeply about each customers experience and understand how meaningful it is to have personal effects delivered safely and reliably. We are glad your shipment arrived and without damages and wish your son the best with his studies. 

  Customer Answer

  Date: 10/15/2025

  
  
   Complaint: 23953983
  
  I am rejecting this response because:

  From Logicistics response: "In this case, the couriers brokerage division reached out to you on September 8, 2025 requesting information to clear the shipment. A response was not received until September 16, and when additional details were requested, those were not provided until September 22. Your shipment was released by customs 2 days later and was subsequently delivered in full and without damages."
  

  The timeline and assertion of non-responsiveness is entirely incorrect. 

  
  I have attached a screenshot from the company dated September 9th that says "At the point nothing is required on your end."

  Also attached is a PDF of email dated 9/16 responding to a request for additional information.  Note that the information requested is provided and that ****** **** - an Logicistics employee - is on copy.   Also note Logicsitcs, the shipping experts, did not request the necessary paperwork up front.   We depended on their expertise to meet the 9/8 delivery date we originally agreed to. 

  A screenshot from Fed Ex is also attached showing delivery was completed Oct 2nd - not Sept 24th. The timeline provided in the response from Logicistics is entirely incorrect. 

  Finally, I've attached a PDF of the email string that got the shipment delivered.  Note Logicistics was not involved in the solution.  

  As a follow up I had a phone call with Logicistics on Oct 7th.  A representative from Logicistics offered me $500 if I would take down any negative reviews and sign an NDA.  They refused to do that conversation via email.  I have their refusal in writing.   I declined their offer. 

  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/21/2025

  Hi *******,
  
  Prior to arranging the collection of your goods, on June 23rd our team provided you with a customs guide containing the information required for the duty-free entry of your goods and advised that if applicable it is your responsibility to provide any documents from that list which we would submit to the courier on your behalf. We also sent another email on the 23rd where we advise it is your responsibility to respond to courier inquiries and provide any additional information requested for your import. We also disclosed that while typical transit times range between 110 business days, these times are not guaranteed. At no point did we commit to a fixed delivery date of September 8th, but instead consistently advised that timelines are estimates and subject to variation due to customs clearance or courier processing. Once the goods were collected, we sent you a dispatch email on September 4th advising that the delivery dates posted are not accurate until your shipment is released by customs and that you need to respond to courier inquiries promptly to provide the information being requested. I have attached screenshots of these emails for your reference as well as the customs guide that we provided to you. 
  
  Regarding your note on September 9th communication stating At this point nothing is required on your end, that email was sent to you on September 8th prior to the courier requesting information. In your screenshot it shows that you replied on September 9th but this is not the date the email was sent. I attached a screenshot of the original email showing it was sent out on September 8th. At the time of that email being sent out, that was correct at that specific stage in the processhowever, as further information was later requested by the courier, those details needed to be provided directly by you for clearance to proceed. 
  
  We value your feedback and will use this experience to continue improving how we communicate responsibilities, timelines, and documentation requirements so that future clients can avoid similar frustrations.