LBC Express

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

They are rude, as in rude. Usually, customers have the attitude, but not in this company.

I had to get mad and give them a lecture on how customer service works, that it's bad for the company. Listen to my calls. I'm not exaggerating. I told them I used to be a supervisor for a call center with an international account...

and never have I heard the way these people handled calls. Maybe they were not trained or told their job description. Here in the US, customer service is a priority, people get fired for failing that. But it seems, if I'm going to see it from others' perspective, LBC is responsible for this?

When did they decide to hire rude people? Customer service is a skill set. After that, even my people no longer want to do business with LBC. Yes, they don't help, but you don't tell us that we're bad because we called you and it's 5 am there.

How do we know, we're in America, and why are you open and answering calls if you're telling us that we're the ones who called at 5 am? Kept on repeating and insulting. I don't wish for them to be fired, I want them to be educated on how to do well at their job because they're carrying LBC's name. Maybe it was only the guy that was nice and the other lady who apologized after I made my sermon...

but the rest... oh gosh, if I was there I would have come to your office and talk to them upfront. I'm sorry. The wait time is long and they drop the call and send a survey thing?

What about my concern, nothing. So I hope you address this. This is not a joke. If this spreads, people will be laughing at LBC and the employees who are very nice.

I've never encountered a rude employee at any of your offices or stores, here and in the Philippines, your people, drivers, everyone, so nice.

That's why I was shocked. I am writing this long complaint and I'm giving it time to write because as I said, I love LBC and I don't want this to ruin the company.