Shipping complaints: What do they say about a freight forwarding company?

From time to time the Australian freight forwarding world gets rocked by waves of shipping complaints against discounters, newcomers and big players. Typically these shipping companies claim to offer the “best prices” and “best quality freight services” between Australia and overseas.

Researching the shipping complaints and seeing how these companies perform is important before choosing a freight forwarder for your shipping. You can gain insight into how they respond to their customers about delivery errors. How they treat their existing customers is often an indication of how they will treat you.

What do shipping complaints say about a freight forwarding company?

Media coverage of shipping complaints from discounter

The media have covered news on discount freight forwarders upsetting customers who paid for ‘door-to-door’ worldwide delivery but did not receive their parcels. Some of these companies have been operating more than ten years. Dozens of actions filed against them cite consignments of all sizes having vanished without trace.

In their defence, managers that work in the discounter state, “We send things to where we are told. If there is a problem with delivery we use our best endeavours to fix it.”

Australian Competition and Consumer Commission (ACCC) and the non-delivery of products and services

The Australian Competition and Consumer Commission (ACCC) states on their website the following rule regarding non-delivery of products and services:

“When a business accepts your payment for products or services they must supply them to you within the timeframe they have indicated or, if no time was specified, within a reasonable time.”

By virtue of this law businesses (especially freight forwarders) should NOT accept payment if they do not intend to supply the products or services stated in their contract within the timeframe indicated. Any business that does not comply with these standards is to be reported to the authorities in order for them to be investigated.

With this in mind, what should we look for in choosing a freight forwarder?

Is second-rate service synonymous with cheap freight rate and shipping complaints?

One of the comments in the Sydney Morning Herald reads, “It would seem that if you pay a second rate service fee then you get a second rate service.” There are many others quick to state that this is what people get for choosing freight companies with so-called “cheap freight rates.” But is this a fact?

“Not Good Enough” is an online forum with a long thread of messages from customers disgusted with the freight service they have received. Guess the name of the companies on this list? These are not cheap freight forwarding companies, but big industry names.

Price is not the sole determining factor in choosing a freight forwarding company. As you can see in the image above, even big names in the industry had their own share of shipping complaints. Some of these are listed for unsatisfactory customer services such as:

• Charging like banks
• Rude and unhelpful customer service
• Lack of care in handling goods and merchandise
• Delivery delay without any notice
• Threatening customers

Online shipping complaints, reviews and customer feedback

It is difficult to please everyone, but freight forwarding companies should do their best to ensure they deliver the best service to their clients. This includes addressing the concerns of irate and unsatisfied customers.

Freight Forwarder Quote Online Australia and Freight Forwarding has been servicing clients in Australia and around the globe. We have over 30 years experience. Further, we have been actively involved in social media with profiles on Facebook and LinkedIn. Over this time, no customer has given us any shipping complaints. Rather, we receive occasional commendations from customers which lets us know we are doing the right thing.

We have dedicated and experienced staff members available to ensure prompt and reliable service at all times. Just know if we did receive any unhappy feedback we would address this quickly as we check our social media profiles every working day. If needed, clients may even speak to our Managing Director.

Shipping complaints and quickly give you an idea how good the freight forwarder is

Over-expectation vs reality

Shipping complaints are brought about by many factors — primarily customer expectations that aren’t met by the freight forwarder. Does this mean customers shouldn’t expect? Not really, but customers should be realistic as well.

There is a reason why these freight forwarders are offering low rates. They are most likely reducing fees on certain services such as customer service. This may explain why there is no-one answering customer phone calls or email messages. There is also likely no system to track each parcel.

So how do we save ourselves from falling prey to such freight forwarding propaganda?

• Ask people you know who have used freight forwarders
• Search for and read online reviews on the freight forwarders you are considering
• Check out their social profiles. Read customer feedback and reviews on prospective freight forwarders
• Send prospective freight forwarders a request for a quote or help on your situation and see how fast and how informative their response is.

Doing these things will help you work out who might be the best to choose. This applies not only to new freight forwarding companies but large shipping companies too. Read both positive and negative reviews posted online by customers, and weigh the risks of experiencing the same.

Choose Freight Forwarder Quote Online Australia to save yourself from the hassle of losing your cargo

We cater to medium and large-scale businesses and deliver:

• Competitive price rates
• Great customer service
• Help when you need it

Find out more about Freight Forwarder Quote Online Australia and Freight Forwarding or follow us on our LinkedIn profile to remain updated for our upcoming blogs regarding for you to remain posted of the recent Trade Agreement, freight and customs news. Otherwise, call us at 1300651233.