LBC Express

I am extremely disappointed with LBC Express and feel obligated to share my experience publicly, after over a year of unresolved issues and countless follow-ups that have led to nothing but frustration.

I shipped 13 Balikbayan boxes from the UAE to Manila, and the entire experience has been a nightmare:

My boxes were delayed by more than 6 months with no clear explanation.

When I finally received the last 3 boxes, many items were missing, damaged, broken, or had expired including spoiled food and destroyed goods.

I filed a formal complaint with full documentation receipts, photos, videos, screenshots and yet, nearly 7 months later, Ive only received copy-paste responses from various customer service agents.

Every time I follow up, Im told my case is being forwarded to the concerned department. That has been their answer for nearly a year.

Ive spoken to multiple LBC staff members, but there's been no accountability, no update, no compensation, and not even a proper apology.

To make matters worse, Ive had to rent an apartment in Manila (16,000/month) just to receive and monitor the boxes, waiting for a resolution that never came.

LBC has shown a complete lack of customer service, poor internal communication, and what feels like an effort to avoid responsibility entirely.

I trusted this company with my hard-earned money and precious shipments meant for family and charity purpose and in return, Ive been met with delays, damage, and silence.

To anyone reading this: think twice before trusting LBC Express with your Balikbayan boxes or overseas shipments.

LBC still has the opportunity to make this right. Im waiting but I wont be silent.

I sent a balikbayan box from Canada to the Philippines. The tracking number did not show up on their website for more than 2 months, so it means that it was not yet sent.

I called customer service multiple times, and they gave me the same response: there was no reply from that branch and that they were 'following up the package,' but there was no progress at all. Their customer service email is much worse in that they will give you computer-generated or copied and pasted responses that did not help at all. I was able to call the branch in Toronto only once after multiple attempts because nobody ever answers the phone, and they told me that they did not receive any message from LBC about my package. They only knew that there was a problem when I called them.

I don't know if the customer service is lying to me that they sent a 'follow-up message' to the branch or if they are not doing their job at all. The Toronto branch gave me their email address, which unfortunately never replied to me. When I called customer service again to follow up on the status of my parcel, they said that the Toronto branch would call me, which I do not believe given my prior experience when contacting them. I think that they are falsely reassuring me since I was very relentless when I called customer service again.

When I requested to speak to their supervisor, they refused and could not give me a valid reason for such refusal. They also refused to give me the contact details of the 'team that is handling my case,' which I doubt ever exists. I don't know if the parcel will ever be sent.

This has been a painful lesson to never trust LBC. I will not send any package via LBC again.

I reached out to LBC via email two days ago and I have yet to receive a response. I contacted LBC customer service by phone on two occasions today.

On both occasions, the representatives hung up the phone when I sought information on my shipment. My concern is this: I shipped three boxes from Honolulu to Tagum City using LBC shipping. All three boxes were shipped on the same date and arrived at the LBC warehouse in Manila on the same date, 22nd November. However, I noticed that two of the boxes departed the LBC warehouse in Manila on 23rd November en route to Tagum via Davao City.

The third box is shown to have departed the warehouse on 26th November via a different route.

The fact that the three boxes have the same final destination, arrived at the warehouse on the same date but left on different dates via different routes causes me concern. Customer service could simply provide me with an explanation and give me peace of mind.

I reached out to LBC via email two days ago and I am yet to receive a response.

I contacted LBC customer service by phone on two occasions today. On both occasions the representatives hang up the phone when I sought information on my shipment.

My concern is this: I shipped three boxes from Honolulu to Tagum City using LBC shipping. All three boxes were shipped on the same date and arrived at LBC warehouse Manila on the same date, 22nd Nov.

However I notice two of the boxes departed LBC warehouse Manila on 23rd November enroute to Tagum via Davao City.

The third box is shown to have departed the warehouse on 26th November via a different route.

The fact that the three boxes have the same final destination, arrived at the warehouse on the same date but left on different dates via different routes causes me to be concerned

Customer service simply had to address my concerns, give me peace of mind and it would have been ok.

This issue started when our initial pickup back in early Aug 2024. We called main office to book pickup with two additional 'custom size' boxes which we were told could be accepted.

However when the driver arrived (stationed in the Va Beach office location/office) I was told it couldn't be picked up. He gave multiple excuses such as 'I don't have room because of the promo", 'It is too heavy for me' (note that I did offer to help him but I believe he was upset because we boxed and pickup was in a side suite of the house and he didn't want to track thru the soft area even after I placed support sheets to wheel cart over)'. During discussion he consistently raised his voice to me as I tried to keep a level tone responding 'I booked this pickup correctly and it is not my problem that your office cannot schedule correctly'. I finally conceded to his inability to pickup and proceeded to rebook for the following week with another confirmed pickup time between 10am-2pm EST.

This scheduling also met with issues first starting off with no-show of driver between appointed times. I waited an additional 30 minutes before calling main number explaining situation and asked them to call local office for follow up. After another hour of no response I called back again and they told me they emailed office to get status; I asked for escalation of issue and was confirmed of said email response to the issue.

At 4pm my wife called local office directly and was given the same line that 'the driver is in the area'. Around 450pm she called again and was told they were trying to get a hold of the driver; however their office closed at 5pm and we got no further response with my entire day wasted waiting for someone to show.

As of this posting we are still waiting for a resolution and reply.

In closing the main points are that LBC has a severe issue with the following: (A)-lack of customer service, coordination between main and branch office (B)-lack of timely response to inquiries to both locations as I was given the appropriate apology line with no assurance of follow up (C)-improper employee attitude towards the customer issue (D)-company inability or willingness to address employee attitude towards customer