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No response from courier company

Monday, December 9, 2013
Guardian Angel

Each week, the Guardian Angel column highlights complaints sent in by you, the consumer, and provides solutions or directs you to the appropriate resource. Problem: Sujeeta Persad from Chaguanas sent in a complaint about Customer Service First (CSF) Couriers Ltd, of Montrose, Chaguanas. Ms Persad said: “I purchased a computer weighing 25 lbs and when I got my invoice from the company I called and spoke to a Nikeisha Clarke. 



“My concern is that the company charged me insurance and according to their service manual, page five, the customer has to request insurance. I never requested insurance. Ms Persad said she told Ms Clarke in the past she had purchased a computer and laptop and was never charged any insurance fees. “She told me to send her the old invoice and she would talk to her supervisors about the situation,” Ms Persad said. 


“This happened around November 16. I never heard from her. I used their ticket system and no one addressed the situation properly. “They said they sent out insurance e-mails but I did not get any. I asked them to resend them. No one did. “If I did not request insurance and was never informed of their insurance policies, then I would like to think and believe CSF Couriers owes me money.”


Solution: CSF Couriers’ terms and conditions on its Web site said, “Please be advised that all valuable packages should be insured (this is for your safety and insurance).” However, the company’s service guide on page five clearly states: “CSF Couriers will provide insurance for items. This is an additional service and must be requested via e-mail before your items arrival to the Miami warehouse in Florida, USA.


“Insurance will not be applied without an e-mail request and must be requested prior to your items arriving at our facilities in the USA.” When contacted, a manager at CSF Couriers said items that were fragile or over 50 lbs by volume and sent by air were insured. The manager promised to forward the matter and call the Guardian Angel to follow up but up to press time, there has been no feedback from CSF Couriers. The Guardian Angel made numerous calls to the company, but the phone just keeps ringing with no answer.  



Even as you’re encouraged to take the appropriate routes for addressing your complaints, the Guardian Angel is here to assist you. You can send the Guardian Angel an e-mail about your problem and what steps you took to deal with the matter. The Guardian Angel looks forward to hearing from you and bringing some relief to your problems. E-mail her at [email protected]


Please include your name, address and telephone number as we’ll need them to follow up with you. Unfortunately, owing to the volume of e-mails and limited space, it is impossible to address every complaint, no matter how worthy or acknowledge receipt of every e-mail.


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