LBC Express
reviews and complaints

Good morning.

Ang ganda ng nakita kong lead copy nyo sa customer care nyo na "Get in Touch with our Professional Customer Support Team" Kasi is like to talk about professionalism with high hopes na sana itong ineffortan ko na message will not be put to waste. I refer to LBC right away for my courier services and I couldn't let this pass.

Pumunta ako sa branch nyo early this morning to send a package. While I was writing, medyo di maganda yung pinag-uusapan ng mga tao nyo. What they were talking about is parang "wrong packaging na because of maling packaging mas nakakatipid si customer and lugi si LBC." I honestly didn't want to listen Pero the messsge of their conversation is foul for us, customers. I didn't mind and just let that pass.

Upon payment, inabot ko yung bayad ko na P500 for a P197. She asked for a smaller bill but I only have P125. Sabi nya first customer nya ako. She asked me nicely if I can wait kasi Wala pa daw syang barya ang I'm the first customer. So I waited. Altho while waiting, I wonder she isn't doing anything to get at least a loose change. Then the next customer finished the transaction and unfortunately, I heard, Wala rin syang exact amount. So she asked the customer to also wait. Then nag-usap sila nung kasa nya and to my surprise, meron akong change all of a sudden.

I left and said thank you but she never bothered to say anything. She didn't hand me over my transaction slip, I found it lang sa counter. She didn't explain why there is "subject for delay" and what not, in other words, she literally said nothing. Ganito na po ba kabastos yung ipapa-assist nyo sa customers nyo? This is very unprofessional. I was close to really confront her but I'd like to keep my cool kasi she doesn't deserve more time delay but she isn't a good representation of what you promote as a brand. I asked if she accepts GCash or other cashless payments, none. Credit card, none. If there are no other payment options, then loose change should be available at least during the first transactions. Unless you are expecting me to pay P197 for a fee na din naman namin kabisado based on your packaging requirments or are you expecting na magbayad ako ng P200?

It's not my intention to ruin your day but I guess you should know. You can let this pass but I tell you if this is the type of employee you have in your branches, mauubos customers nyo. This kinda ruined my day and it's sad na first customer, kung kelan Sana mas May energy at fresh pa ang lahat, pero the quality of service is beyond standard. Paskong-pasko Pero si Ate girl marami pinagdadaanan na naipapasa sa customer.

Attached is my transaction slip. Andyan name ni ate girl. You may review your CCTV if you wish to confirm.

Thank you for hearing me out.

I did not like your staff's approach. Online showed LBC Ayala Central Bloc close at 9PM and I traveled from Colon hoping I could make it. Indeed I came 8:33PM but guy said he could not do it unless it's 8PM. He then changed it to 8:30PM with his unfriendly look. Altho I told him the transaction (LOAN) will be quick because its emergency, but still refused. According to him, he's not paid for an OT. I then said I will file a complaint and later then he changed his approach, check counter and said no.

I want to file a complaint about your service. my package is not arrived yet. the items maybe expired when I receive it. Its been 3 months of waiting

I am filing a complaint regarding the delay in the shipment of a package.

I have been tracking a parcel I am to receive from Cebu City (to Quezon City) since December 7, 2022, and have found the updates and movement insufferably slow, ambiguous, and unhelpful.

The package I am about to receive was accepted at PASEO ARCENAS and the CEBU DISTRIBUTION TEAM last December 7, 2022 (Wednesday). If you discount December 8 (holiday) and December 11 (Sunday), then December 13 is continued as the fifth day, which is the end of the lead time guaranteed by LBC Express. Instead, my package was at the Cebu warehouse for four days.

After persistent inquiries, it was only on December 13, 2022 that I got the update the parcel was en route to the LBC Central Exchange. Still, the latest movement included a disclaimer that the next update would take 2 to 5 days, which is an additional waiting time to the 2 to 5 days lead time of LBC express.

I understand their logistics have issues because of the holiday season but I would appreciate a more specific update on where my package is. Is it on a cargo ship or plane bound for Manila today? Is it stuck in the distribution center? Has it been lost? Is the ship or plane carrying the package on the way? Instead, you have to wait long hours and even days to have any idea if you'll get a package or not.

Unfortunately, I feel like the package is in limbo. Where is it exactly? I had made plans for this package to be given to the final recipient by December 16, considering the lead times shown on your website. I trusted those lead times. But as I mentioned, I cannot give an update to this person because there appears to be no movement. I've been told by previous customer support that scanning may be delayed. Is this true? How will this affect the lead time?

For reference, I sent a package from Quezon City to Panglao, Bohol during the quarantine period back in 2021, when shipping was limited, yet still received daily updates as to where it was, allowing me to keep tabs on the parcel. Not once did I get a notice saying LBC Express needed 2 to 5 days for the next update.

But with this current transaction, I have no guarantee the delivery will be made on time. If we follow the lead time of 2 to 5 days, my package should have been delivered by December 13. Now, I have to wait an additional 2 to 5 days just for an update. This is absolutely unacceptable.

Unfortunately, customer support is equally incapable of handling the volume of queries. LBC Express's Facebook messenger account does not allow live chat and is limited to automated messages. The customer service hotline is the same and I have been unable to connect with an agent as the call is always dropped after I input the tracking number. Whenever I input the tracking number I get advised it isn't valid, despite the fact I've used it when tracking my package via web or messenger.

On Twitter, I only get the same response, that the team will expedite delivery (which has not happened at all) or that they're working on the issue. There has been no tangible resolution that would assuage my concerns that my parcel will be delivered ON TIME. You cannot even contact their branches and distribution centers.

This kind of service is unacceptable for a logistics company that has "Express" in its name. The lack of clear, specific, and timely updates on package movement, along with limited support for customers. If LBC Express cannot guarantee to deliver within their lead times during peak season, they should be advising their clients about delays beforehand, or simply remove the notice of their lead times if they are incapable of fulfilling it.

The tracking number is [protected] and I was suppose to get this product by today and it was not delivered and now it says there was a concern and to contact lbc express the only problem all the numbers you give are unreachable I have globe telephone and the number is not reachable from a globe number. Why do you guys put unreachable numbers and the number I can reach hangs up after inputting the tracking number. Why do you guys hire illiterate employees that dont know where they are when they wake up little alone being able to deliver a package. I received a text message with no way to respond stating that my package would be delivered today> well guess what it wasnt. I know they know where I live because just yesterday I received a package from you so I will call amazon and tell them to give my money back because they hired an illiterate company with illiterate employees that dont know what day or what year it is and to find out another company that maybe will be able to deliver consistently. I know that is next near to impossible dealing with the philippines

Paki check po ung 1 pang balikbayan box na pinadala ko hanggang ngayon d PA made deliver ilang araw na nsa pulilan delivery team, samantalang sabay sabay ko pinadala ang 5 box pero naiwan ang 1 box at di PA rin na idedeliver. Tracking number [protected] sent on September 30, 2022.

Good day!

This is Vince Bernardo. We just received our package today, but there are two missing item/s, two apple AirPods. The tracking number is [protected].

Here is my email address: [protected]@gmail.com

Phone number: [protected]

Paki orient lng po employee nyo from STO. TOMAS DAVAO DEL NORTE Branch pinabalik balik ako para makuha lng parcel ko..maagang nag cut off 4:30pm..2 package ang dumating 1 package lang binigay sa akin din bumalik ako mga 5:00pm hindi na ako pinapasok kasi nag cut-off sila ng maaga mga 4:30pm dated November 29,2022. Sinabi lang sa akin na alam daw nila na dalawa ang package nalimutan lang daw nila ibigay balik lang daw ako bukas. pwde ba yon mali na nila kasi nalimutan nila tapos balik na naman bukas aksaya ng pamasahe. Tanong kulang ano ba ang office hours nyo po.

Tracking number SB-[protected], I would like to complain regarding this! I have been reaching out directly thru email to follow up. This is a Maya card and I was supposed to receive it yesterday! However as per your email support, the rider attempted to deliver it yesterday However house is close or no one is around! THAT'S A COMPLETE LIE! I NEVER RECEIVE A CALL YESTERDAY AND MY MOM AND SON IS HERE AT HOME. MY INSTRUCTIONS ARE CLEAR TO MAKE SURE TO CALL ME TO CONFIRM THE RECIPIENT AND MAKE SURE HE IS AT THE CORRECT ADDRESS! THIS IS FRUSTRATING! THAT PACKAGE HAS A MAYA CARD! IF THAT WILL BE DELIVERED TO AN INCORRECT ADDRESS I WILL MAKE SURE TO MAKE A BIG PROBLEM! MAKE SURE IT WILL BE DELIVERED TO ME TODAY! DON'T YOU GUYS DARE MAKE UP A LIE TO COVER UP YOUR INCOMPETENCE!

This about my parcel the receiver adress and contact details is they copied it wrong by the lbc center gaisano fiesta mall. I need to correct it I have important docs inside the parcel

Tracking number is [protected]

My document was supposed to arrive yesterday (November 15,2022), based on the tracker as well as your message from Viber. But until now (November 16), it hasn't arrived yet. I urgently need that document and due to the delay, other plans are on hold as well.

Kindly make your services better or have more delivery personnel in order to cater to your clients in a timely manner as you promised/advertised.

And for the record, this isn't the first time that it happened.

The tracking number is [protected]

I want to make a complaint concerning the balikbayan box that i sent from singapore to iloilo. I personally fill up the box and it was in total good condition.

The box is in rectangular shape. The box was pick up on October 1, 2022.

The box arrived in Iloilo City, November 13. The box is totally out of shape and wrapped with multiples tapes. I was wondering whether the box was opened and things were missing. What happened to my box which was in good condition when it was pick up. Please see attached the condition. This is the second time that I received my box in that condition. I like to know when was the box damaged and wrapped: in Manila or Iloilo City.

my name lim toh nee

email: [protected]@yahoo.com

Thu, 10 November 2022

Shipment is with a concern. Please get in touch with our official customer channels.

Thu, 10 November 2022

Shipment is with a concern. Please get in touch with our official customer channels.

Wed, 09 November 2022

Shipment is with a concern. Please get in touch with our official customer channels.

Wed, 09 November 2022

Shipment is with a concern. Please get in touch with our official customer channels.

Tue, 08 November 2022

Shipment is with a concern. Please get in touch with our official customer channels.

Tue, 08 November 2022

Please expect delivery within the day.

Tue, 08 November 2022

Shipment has been received at BATANGAS DELIVERY TEAM.

Tue, 08 November 2022

Shipment is en route to BATANGAS DELIVERY TEAM. Next update for this shipment will come within 1 to 2 day/s.

Tue, 08 November 2022

Shipment has been received at COURIER EXCHANGE.

Mon, 07 November 2022

Shipment has been received at NL SHUTTLING TEAM.

Sun, 06 November 2022

Shipment has been accepted at CITYMALL MAYOMBO.

I'm complaining about my bag. Hindi sya nadeliver sa bahay, walang nagdeliver but sabi ay nadeliver na. Hindi man lang nila ako tinatawagan or tinetxt to inform n naideliver n un package k which is ang laman ay bag. Then nagkasakit kmi nacovid binalikan k sya s opis dto sa norzagaray bulacan ang sabi ay ibinalik n dw s nagpadala but wala din daw dun binabalik according sa pinagbilhan ko or dun s nagpadala and then ngayon ns dispose na dw without any inform or txt sakin or call n ididispose na un package.

Last October 24 2022 we ship eyeglasses of our costumer here in LBC Marquee Mall Angeles city Pampanga Branch, its a door to door ship. October 25 2022 the LBC Marquee Mall Angeles city Pampanga Branch called to us to change the shipment status based on the "RIDER REQUEST" to pick it up at LBC Concepcion Tarlac, so we talk to our costumer and he agreed too. The LBC Marquee Mall branch told us that they are the who's going to inform the costumer if already pick up at their branch at LBC Concepcion Tarlac. Last October 30 2022, we follow up the item but they said there's still no response at their email. So the item took so long its almost 1week and they didn't give us a update until noe regarding this if we can't call them.

Yes I am referring to vista mall malolos, gf vista mall, mc arthur hi-way, brgy longos, malolos, bulacan

October 31, 2022

Dear ka - lbc,

Good day & thank you for your email.

Please encode/provide your tracking number of your concern for our checking and reference. May we verify if you are referring to this branch.

Vista mall malolos

Gf vista mall, mc arthur hi-way, brgy longos, malolos, bulacan

Thank you.

Iris cloza

Lbc express, inc

=

To whom it may concern,

I have am on-line business that requires usage of all types of couriers.

Occasionally we have late deliveries that require lbc to accept up to 18.30 at night.

Lbc vista mall malolos currently do not have a regular cot-off time for acceptances due to their pick up truck arriving at different times. This could vary by 2hrs

Twice this week we have been told the truck has gone (both times before 18.00).

I visited lbc vista today to ask what time was their cut-off today.

Their answer “not sure when the truck will arrive. Could be 4, 5, could be 6”

This is totally unacceptable for a big company not to have a set schedule for pick up... So customers can still make a cut-off time.

Request this to change and to advertise in their shop what the cut-off time is and make sure the truck does not depart that branch until all paperwork is complete for parcels that meet the advertised cut-off.

Thank you

made an online pickup schedule (https://lbconline.lbcexpress.com/rider-home) with a 5hr timeframe [protected]). called twice [protected]) @ 1513 and @ 1756 (5hrs) and spoke to a customer representative after checking the confirmation. nobody called to tell they are unable to complete the confirmed pickup after 1800. very unprofessional of the pickup team and very poor delivery of services from customer services team. beware of unprofessional lbc cargo pickup services team

I booked a same day home pickup service using the website. They sent a confirmation of my booking via email and via text message with a reference number. We were waiting for a rider to pickup the parcel until 7pm and nobody came, to think that I booked it before the cutoff time of 10AM. I booked it at around 8AM. Then the next day we called Customer Service, they hanged up 4 times saying they will just put us on hold. Then the 5th person I spoke with, told me there's no booking made. And until now the status on my account says pending pickup. Not a great experience.

Good day! Could you please help me find out what's the holdup at Taiwan Port. Last time I tracked my 2 balikbayan boxes, they arrived at Taiwan Port on 9/4/22. As of 10/4/22, they are still pending departure due to port congestion. It's already 10/23/22 and there are no recent updates made. My aunt's boxes which were picked up much later than mine are already in Manila. Their boxes were via Korea though. I'm going home next month, and I really expected those boxes to arrive in the Philippines before I do. Pls help me. Thanks

Went to your branch yesterday in Rob Pavia. One of your employees there is very unprofessional. She insist that I purchase the medium kilobox instead of small while it is apparent that my goods qualify in the smallbox. When I did not adhere to her recommendations she treated me as if I was not a customer there. Also, it took a day before the tracking number appeared in the tracking app. Please advise your employees not to be rude. Thanks