LBC Express
reviews and complaints

I went to waltermart cabanatuan near NEUST where there is a branch of LBC. I'm a loyal costumer of LBC since i used this company to send package from USA to my family here in cabanatuan(by the way i'm balikbayan). Anyway i went to this branch in LBC walter mart and try to widthdraw some money but the employee name Christian, told me that just go to western union beside their stall. To my surprise i ask him why i cannot get money from LBC since there is an celfone app from LBC that i used to send money., this guy not only have very bad costumer service but the attitude is rude also.Anyway this happen on Feb 7 2023.

It happened on Feb 1 and 2 when BPI to Cash recipient cannot withdraw money due to system error (according to the branch -Guindulman Bohol). Time wasted, money wasted for nothing. This is the second time that happened. Advised recipient to go to another branch and hopefully get the money. Hope LBC will get their act together and improved service. Will personally visit the branch next month to check if any action has been taken to improved service.

I would like to make a complaint about the document we requested to be processed. It's a marriage certificate to be attested in DFA and UAE Embassy in the Philippines. Our expectations were set that it would take 8 weeks minimum. January 4th should've been the 8th week, so I kept following-up daily for the document since.

But every single day, every single representative I called in LBC Customer Service said the exact same thing. There is no update yet from your system. They have given me multiple WhatsApp numbers of Gio, Leni, but both of them cannot give a concrete answer as to where and what happened to my document. One was not even responding to my messages.

I was also told by one representative that there's no appointment yet with DFA. 3 months without any progress, at this point, I would like to request a refund. Given the experience, the refund should be processed without difficulty.

Please consider this urgent as I am already in the 6th month of my pregnancy and without the attested marriage certificate, the government or the hospitals in Dubai will not issue a birth certificate for my child. Even if this isn't the case, 3 months of no progress is still ridiculous, considering we paid AED 750 for it.

One of lbc agent sent me a message on my whatsapp number telling that my package is already arrived last january 25, 2023 @4:33am and they are asking me to pay the custom clearance worth 3,000pesos immediately. I already paid that last january 27,2023 @8:13pm then last january 28, 2023 @5:15am they sent me a message again they are asking me to pay for the delivery charges for 1,000pesos and they said that is my last payment and they assured it to deliver my package and I find a way just to pay it today, january 31, 2023,@8:47am but they said its not 1,000pesos anymore because I need to pay 2,000pesos now instead of 1,000pesos for the first payment they are asking for just the delivery charges. Until now they are still holding the package they are asking for more money that they want me to pay more its now worth 5,000pesos just to deliver my package they said the delivery man is not going to accept my package just to deliver it again that's why they are demanding for more money so they can deliver it to me. They are scamming me! They gave me a 2 options I need to pay 5,000pesos just for the delivery charges or I will pick it up but they said that I still need to pay them again before they will release my package.

My uncle told me who is working in customs advising to now pay them because if I really need to pay for the delivery charges they need to deliver it first to my home address right after I just paid the custom clearance and they need to deliver it first then pay upon delivery but no because they are asking me pay it. They are still demanding to me that I need to pay again for 5,000pesos.

I know that the sender is not paying it because he didn't know that's why I am paying for it. He didn't know about the custom clearance and the delivery charges because the courier company branch didn't inform him what to do.

I already paid 5,000pesos for the custom clearance and deliver charges and they are still keep on demanding for more money.

I asked them if ever I didn't paid for the delivery charges and send it back to the sender instead because I cannot pay for it. They said, I need to pay 15,000pesos more just to return the package to the sender.

I took a screenshots all our conversations.

Nagpadala ng january 9 si edrean benosa (husband ko) deliver kay maria adela bedis (kapatid ko). Sad to say, kulang ang info about s add n ibinigay ng kapatid ko. Nag follow up husband ko january 16 s naga to correct da mali. Branch ng naga city xa nagpadala at dun dn nag follow up. Up to now wla pa s kapatid ko ung parcel. Nagtext sa kanya lbc naga city f ibabalik nlng ung parcel o deliver n s gantri. Bakit kailangan p namin mgbyad ng shipping fee e byad un n deliver dpt sa bhay ng kapatid ko. And now dadalhin lg s robinson gentri kelangan p mgbyad ng kapatid ko. Ang tgal ng proseso nyo s follow up, sobrang kailangan n ng kapatid ko ung parcel now kailangan p nya mgbyad ulit pra makuhan un? Nkakadis appoint maxado serbisyo ninyo. My # dun n inilagay and yet bkt ndi nyo twagan.? Ang bulok ng sistema nyo. Kamahal mahal ng delivery charge dn gnyn ang ngyari.

Hi Sir / Madam,
Have a good day ahead!

I, Ms. Mylene H. Galang was formally filing a complaint to one of your staff in CPT01-Calumpit branch. This incident happens today earliest this afternoon, I ask my mother to send parcel bound to Caloocan City. My mother Ms. Aurora Hernandez politely asks your female staff to kindly write for her the details that LBC need to send parcel due to my mother was not able to write and she is alone. Unfortunately your dear female staff refused to extend her help, she said that is not allowed and keep on telling my mother why you came alone to send your parcel? Really, this is part of how you treat a customer? My mother is not asking for a big favor just to copy what is the information needed for shipper and consignee details so that she can send the said parcel, on the other hand my mother ask for another staff to make it for her and your male staff (Mr. Jerome Isais) politely said yes mam just a minute I just need to finish my transaction. Why your male staff extended his hand to help for my mother, why the female staff she said that is not allowed? Guys you are in a customer service I don’t think you have all the reason to not extend your help. Your female staff should need to undergo proper training on how to deal with customer.

I salute your Mr. Jerome Isais for showing the real meaning of customer service and teach also your co-associate to do her best shot when dealing to your customer.
I know LBC is a big company and they will not tolerate wrong attitude when it comes to customer service and besides over a year’s LBC was the leading company when it comes to courier services.
I need an immediate action regarding this matter
Speedy response is highly appreciated.
Respectfully yours,

Mylene H. Galang

Hi I sent 2 boxes for my family in the philippines. One of the box was slashed opened and lots of items were missing when I did the inventory. I emailed the customer service of LBC last January 17 regarding the Balikbayan Box with this email address ([protected]@lbcexpress.com) but till date no reply or call on there behalf. I also went to there warehouse in Iba, Zambales to find out what happened. There answer was, they delivered it as ease in our house meaning its damage already when they received it. I will attach the picture of the box & the tracking number for reference. I ask LBC on my email about there course of action. Until now nobody is reaching out. The tracking No is: [protected].

I dont know what happen sa service niyo. Almost 2 months have passed still ang cargo box na pinadala ko pa last november 10, 2022 ay hindi pa naidedeliver sa family ko sa pinas. Ang last track ko ay nasa upper laguna delivery team na yung box last january 10 pa. My question is, how many days ang need to wait ng family ko para ma-receive nila yung box? Research ko din yung contact number ng upper laguna pero hindi naka post sa website nila for follow up.

4 times akong nag email sa customer care but they are saying "they already logged this to your internal link for assistance" na hindi clear kung kelan idedeliver.
I have the right to know what's the reason of the delay and when they will plan to deliver my cargo box to my family.
All I want is exact date.
Hoping for your action regarding of my concern.
Tracking number -[protected]
Next time change the expected time in your slogan, 55 days to 2 and half months so the customer will not disappoint for the delay or make it 3 months.
Very disappointed customer.

Hi I supposed to receive an item from Bicol region my auntie did ship the items last January 9,2023 supposedly we could receive the items as they promised 2-3 days but what the hell going on lbc!. now its January 14, 2023 we didnt receive and your tracking is useless because unreliable youre fooling your customers you cannot provide the real time of delivery its not worth it on how much delivery fee we paid for it. We went to the branch lbc tikling bcoz they said must get it there but they said the items was not there. How lbc now?, we badly needed the items. Yestrday tracking shows will delivered but didnt get any updates or even call and nvr even show up now again you will do the same! Then we went to the nearest branch to us informing that our address cannot locate. then now say it will redeliver hello wer?

We need a solid update on the item hello!

[protected] this is the tracking number

Very disappointed we wont repeat of your damn service!

I’ve sent a box from Vancouver, Canada last Sept 28, 2022. It takes a while for me to receive it. Before my flight to Vancouver on the 11th of January, I’ve decided to just pick up myself from Bulacan warehouse-Bocaue Branch. Upon reaching the warehouse, they handed me my poor and not in good condition box, already opened. I was so mad and frustrated, I wasn’t able to argue cause I have too much stress that day prepping for my flight the next day. When we reach home and checked the opened box, I realized some were missing like 3 boxes of Chocolate Trick or Treats, vitamins and some foods. Bag of sugar were scattered around the box. I hope you’ll take this matter seriously.

Regards,

Ruby S Lazo

This is my tracking number [[protected]] I receive an update yesterday that my product has arrived, and today it tells me that is ready for delivery but it was postponed. But we didn't postponed it. It say "Shipment issue. Please get in touch with us through our official customer care channels." the item was from lazada. Call me this is my contact number [protected] call me now I badly need it today. Thank you

Hi! i would like to ask, I was tracking my delivery and the status said "Shipment is with a concern. Please get in touch with our official customer channels."

My tracking number was [[protected]].

My question is what is the issue? I was waiting for the delivery all day until now because the shipment status on dec 31 was "Please expect delivery within the day."

we badly need the documents thank you!

Sent this box September and its January still hasn't recieved. They keep saying is at the warehouse but no status when is going to be delivered. Understand that you wanted to save time and gas to waited for others so deliveries as much as you can BUT it is ridiculous not knowing when hoy expecting to get your package. Someone needs to do better job and whoevers policies trying to do this is obviously not working.

The item was good. It took too long to receive the item, but it's fine; however, when it comes to the delivery man, he mentioned the wrong price (a higher price) to my sister, who went out and talked to him, and so I went to get my wallet and gave a higher bill to the delivery man. However, even before I told him to keep the change, he assumed he could just keep the change and said thank you and was rushing to leave, so okay, he could keep the change since I thought it was only a few coins. After he left, it wasn't just a few coins. Being kind is not a problem, but my sister and I keep having this experience when it comes to the delivery man of this company, unlike the delivery men of other companies. This company's delivery man most of the time assumes that we don't need the change, or sometimes they ask if they can keep the change since they delivered it directly to our house or because we didn't meet them on the road, etc. Being a delivery man is a good job, but making extra money with a shady excuse makes a bad impression on the buyers.

Shipped a product last December 27, 2022. Until now, January 4, 2023, the product has reached yet the recipient. Checked the online tracking website, only to find out that there was a concern with the shipping. I never received a call from LBC about the issue and even the receiver. I am not sure as to why they would include a contact number on the shipping details if it would not be used as a resource, in the first place. The main issue of the rider is that, the receiver’s house is closed. Well, this could have been resolved immediately if they called the recipient which should be a protocol, or perhaps, should have called me as a shipper since my contact number is included on the details. Called the Customer Service several times only to get scripted response “I will make a follow up.” The last agent I have spoken to, her name is “Tet”, she was not nice and very sarcastic in her approach.

My 2 boxes were picked up from Alabama last August 22 and I was told that it will reached Cebu in 3 months.

I went to Cebu last November and thinking it gets there by the time I am there. It did not happened. I came back to US with the thought that maybe it is good to have those packages there by December.

I was patiently expecting by December it will be there, so my family would be able to receive them at Christmas time. It did not happened.

Come New Year, still it did not happened!

Now, I made follow-ups on this by phone and by messenger with your automated responses with little help. I spoke to one of your customer persons "Ian" with no assistance provided. You can check our recorded conversations how he responded to my inquiry. So I made another call and spoke to this lady "Bell" who was a complete opposite of "Ian." (Thanks to her)...

I was told that there was an attempt to deliver 1 box last Dec 17 and no one was there. The box has the recipient's phone number and it makes sense to call them ahead before proceeding to the location to ensure there is someone that would receive the boxes or send them a text or leave a note by the door to tell them that there was a package to be delivered indicating the date for the next delivery and give their contact number for the call back. This should be conducted professionally in your business.

My issues here are the following:

1. When is the repeat delivery of the first one? It is now more than 2 weeks past from the date the LBC delivery courier was in the recipient's address.

2.Why is the second box did not arrive on the same day with the first box when they were picked up from my house at the same time? When is it going to be delivered?

Of note, again, My boxes were picked up August 22, 2022 and it is now Jan 2023!

I realized it is exhausting to send boxes through your company this time and this should not happened as I was charged $285.00 for the shipping. I have had high respect on you as I had good experiences with you when I was in CA.

I am looking forward for the resolution as soon as possible. I need the boxes to be delivered without further delays anymore.

Regarding my package with tracking ID [protected], LBC UPPER LAGUNA DELIVERY TEAM has been:

a. Delaying delivery of my package outside the committed 1-2 day timeline (it was shipped last Dec 17 and has not yet arrived)

b. Unresponsive to queries regarding the reason for the delay of delivery of said package

c. Making no attempts to deliver the package despite MULTIPLE DAILY requests to expedite delivery

d. Not providing updated status tracking of my package (last update was 19 Dec 2022 when it arrived at UPPER LAGUNA DELIVERY TEAM)

No one has reached out to me when my package was showing out for delivery twice and then the status is now showing that there is an issue with the shipment. I tried to reach out to their customer care email address and toll free number but nobody from their end answered my concerns. I haven't talked to a live agent at all. Nada!

Tracking # [protected]

Out for delivery last 12/16/22 and 12/17/22 but no one called me

Your website show an update that since Dec. 14, 2022 the package was already here in Pampanga and since then we lost track of the package since you dont make any update. We've been calling you guys multiple times and all you can say is that your going to escalate my concern but until now I didn't recieve any updates.Hope you can do something about it.

I booked for pick-up of my parcel scheduled today. However, the sender waited until 8 hrs. as per the customer service and told me that the pick-up time is around 2pm-8pm. When I checked my app, it still showing pending for pick up.

The parcel is needed before 28th December 2022. How can we assure that the receiver can received it before the mentioned date above if the LBC is not abiding with the scheduled date of pick up. Moreover, what's the use of that booking app of LBC if this is the case? It's not convenient at all!