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Transglobal Express / parcel lost in transit, careless customer service, deliberate lengthy complaints procedure

1 United Kingdom

Good morning,

I am writing to you to raise an issue about: Tansglobal losing my suitcase and unsatisfactory customer service.

The issue that I have experienced was: I had 5 boxes and a large black suitcase stored in Exeter with a company called Stuff2move. They arranged delivery of my belongings from their storage facility in Exeter to my then address in London using UPS, who have some of their deliveries handled by Transglobal. The 5 boxes arrived but my suitcase did not. I received no notice that my boxes had arrived, so they were left in the hallway where they could have been damaged or stolen. I called UPS and after several unhelpful phone calls they directed me to speak with Transglobal to arrange launching an investigation. I have records of emails between a representative of Transglobal and myself about the investigation, and then the claims process when she confirmed that my suitcase had not been found after the investigation had been concluded.
Since Stuff2move were the account holders who engaged the services of UPS and thus Transglobal, they are the ones who have to handle the claims process as the intermediary between me and Transglobal. I have given a detailed account of the value of my suitcase and my belongings inside on a claims form as £791, but I also want a full refund on the £210 I paid for the delivery. The total claim is therefore £1, 000.95. I have been offered compensation of £50 which is totally outrageous and belittling considering the amount of time, effort and energy I have had to use to follow up UPS and Transglobal's mistake. If this case is not resolved in a satisfactory way, I am prepared to post on every social media account I own about UPS's incompetence, carelessness and terrible customer service. I will even go so far as to create social media accounts exclusively to post about how unhappy I am with UPS, and provide a list of their competitor services to use. I am sure you can understand the potential reach of these social media posts even without a number of comments, likes and shares I expect to get, spreading the awareness of UPS's shocking service and disregard for my personal belongings. I am extremely disappointed and unsatisfied with the service I have received so far and I will not be letting the case go until I am satisfied with the compensation I am offered.

It occurred on: January 24th, 2018. The case has been ongoing for 3 months now.

I want Transglobal to issue me a formal apology for losing my item and a full investigation to be carried out to make sure it hasn't been stolen or mislaid somewhere. I also want a full refund of the £210 price of delivery from Exeter to London and compensation of £791 to replace the value of my belongings in the suitcase.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Samantha Gillies

Parcel reference number: 1Z2X12A56897070995

100 Mysore Road
SW11 5SA

Transglobal Express

Apr 17, 2018

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