ANL Express

Dear Mediator: This is [redacted] writing on behalf of ANL Express. Our...

response to the case is: The tracking # is missing in the letter which makes it impossible for us to locate any info on the package. Please notify the complainant that as soon as we receive the tracking # , we can start to work on resolving this case. We are indeed a highly reputable international express delivery company & we have been serving thousands of international customers for over 10 years. We always value the needs of our customers and we are doing our best to resolve these recent complaints. All complaints dated between Sep. & Dec. of 2014 were based on an unusual circumstance totally beyond our control due to sudden changes of China Postal Custom Regulations during that period. Both our company & our customers have been suffering much loss because of it. Thank you very much for contacting us & our valued customers to resolve these complaints. Sincerely, A.N.L Express Customer Service [redacted] 
[redacted]

Dear Mediator: This is [redacted] writing on behalf of ANL Express. Our response to the case is: The tracking # is missing in the letter which makes it impossible for us to locate any info on the package. Please notify the complainant that as soon as we receive the...

tracking # , we can start to work on resolving this case. We are indeed a highly reputable international express delivery company & we have been serving thousands of international customers for over 10 years. We always value the needs of our customers and we are doing our best to resolve these recent complaints. All complaints dated between Sep. & Dec. of 2014 were based on an unusual circumstance totally beyond our control due to sudden changes of China Postal Custom Regulations during that period. Both our company & our customers have been suffering much loss because of it. Thank you very much for contacting us & our valued customers to resolve these complaints. Sincerely, A.N.L Express Customer Service [redacted] 
[redacted]

The Mechanic did not open the door when it broke. The passenger side door handle was broken when the customer brought the vehicle in. In order to write the repair order up on the vehicle we had to obtain the vin number located in the driver side door jam. The Service Manage opened the door and the...

handle fell apart in his hands. We can not be responsible for an old car part falling apart during normal operation. The customer authorized the repairs in full and then complained at the register, during the pick up of the vehicle, and we have the customer $100.00 off the service visit as a Goodwill Gesture. We are not responsible for the age and condition of the vehicles brought to us, this vehicle was not damaged by us and we went above and beyond as we do for every customer in every situation. I am disappointed that this situation has been brought to this level and would be glad to speak with customer again if any further discussion is needed. Joe Rush

Revdex.com:At this time, I have not been contacted by ANL Express regarding complaint ID [redacted]Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: The part operated perfectly fine when I dropped it off. I had no problems operating my car handle almost every day for the past year. Circumstantial arguments about my passenger handle don't address how a door handle comes off from usual operations. The only time a door handle comes off is by applying too much force when opening. The mechanic himself admitted to this never happening before in his experience. I sincerely doubt the integrity of this argument if even he has never encountered this. 
Regards,
[redacted]

The tracking numbers are missing in the complaint letters & as soon as we receive them, we can start to working on resolving these cases.
Old Style', serif;">  Thank you very much for contacting us & helping our valued customers & our company to resolve these complaints.   ANL Express Customer Service [redacted] 
[redacted]

Review: October [redacted] and November [redacted] ,I have sent five parcels to Chinese by this express company,but I haven't received has been more than two months!Desired Settlement: I hope I can receive my parcels within a week or immediately

Business

Response:

Dear Mediator:This is [redacted] from Customer Service of ANL Express responding to a complaint letter.The complaint dated in October 2014 was based on an unusual circumstance totally beyond our control due to sudden changes of China Postal Custom Regulations during that time. Many items were lost & both our company & our customers have been suffering much loss because of it.We are indeed a highly reputable international express delivery company & we have been serving thousands of international customers for over 10 years. We always value the needs of our customers and we are doing our best to resolve these complaints. In this case, The customer's packages were finally received by the recipient and therefore this case has been resolved. We will be forwarding a copy of this responding email to the customer as well. Thank you for your understanding.ANL Express Customer Service[redacted]

Review: Dear Officer,

I am the receiver of the packet and I live in Beijing, China. One of my friend in New York couriered me a Coach bag through ANL Express on ** Oct 2014. The tracking number is [redacted] The packet status turned into 'Customs Clearance' on ** Oct 2014 and never got any update since then. After few months waiting, I contacted their customer services in January 2015 via email to ask what happened to my packet, and they simply told me that my packet was still with the Customs and asked me to wait longer. I waited for another half a month but still no any updates, I filed a complaint again and got no reply.

It was extremely difficult to contact their customer services due to time differences between China and the States and I do not think they did anything helpful on my case. It is their responsibility to help customers to clear customs but they took no action at all.

Appreciate your help and look forward to the reply.Desired Settlement: Deliver my packet no later than the end of February 2015

Business

Response:

Dear [redacted]:This is [redacted] from Customer Service of ANL Express responding to your complaint.The complaint dated October 2014 was based on an unusual circumstance totally beyond our control due to sudden changes of China Postal Custom Regulations during that period. Many items were lost & both our company & our customers have been suffering much loss because of it.Please check your email to fill out a "Cusomer Compensation Form" in Chinese which I just emailed you for your lost item;at the same time, if you can,please also email us a photo & description of the bag, so that we can try to possibly locate it among the Customs' returned items.We are indeed a highly reputable international express delivery company & we have been serving thousands of international customers for over 10 years. We always value the needs of our customers and we are doing our best to resolve your complaint. Thank you for your understanding.ANL Express Customer Service[redacted] ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because I do not receive neither my packet nor any compensation for my loss from the business.

[Your Answer Here]

I have filled up the 'customer compensation request' as the business required, and sent it back together with a copy of the waybill and picture of my item. I am now waiting for their reply, either my packet delivered by end of this month or full compensation on my packet.

The compensation request is filled up in Chinese and it provides my Chinese name, mobile number, email address, information on my packet (a coach bag valued USD500), and the description of the whole story.

Thank you.[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have resent all reqiured documents to both of their email addresses they used to communicate with me on * Apr 2015 (Beijing Time, GMT+8). No response received as of now. I believe my case is handled by lots of people in ANL and there is NO communication at all among them. So I have to repeat myself again and again.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Case ID: #[redacted]airway bill No. [redacted] We contacted Miranda many times from Feb 2015 till now by Phone and e-mail to request item receipts but customer did not respond until now. And we contacted her by e-mail already.we will try to work out a resolution with this customer.we can offer this customer a hundred dollar compensation by check and an extra $50 store credit

Review: Shipping package has never arrived, the phone number that on the receipt doesn't work. The lady who received my package said her job just collected money, she cannot do anything.

I shipped my package on Oct **, they promised it would took 3 weeks. Three months later, the package still doesn't received. Some stuff would expired already.Desired Settlement: pay the price that the package's worth.

Hope the government can audit this business, there has so many complains on the [redacted] language site. They steal poor people money, take advantage the people who are new in this country.

Some people need go to their Flushing business location to check them up, it will scary an American officer how the business operated. Million dollar cash business.

It has been done quick before more victims.

Review: I deliver a box to China on Dec. **, 2013 through Anl Epress, but the parcel is not deliver to receiptant. I was told the subcontract carrier has attempted deliver 3 times in China when I contacted the carrier to find what happen. So I asked my fathe-in-law who is receiptant I wrote down on the waybill to contact the Anl Express subcontractor in China, and he was told the phone number was wrong on the waybill when Anl Express transited the parcel, so the subcontractor can not reach the receiptant through phone and even did not deliver to the address.When I passed the such information to Anl Express, the customer service also realized their mistake and commtted me the parcel will be redelivered due to their mistake. We found that mistake from Anl Express in January, one month past, noboday cann tell me what the status of the parcel now even I have contacted Anl Express so many times.

Note: I wrote down the phone number is [redacted] on the waybill, but Anl Express wrote as [redacted] when the parcel was transitted in China.Desired Settlement: 1. redeliver the parcel as early as possible;

2. refund me express fee;

3. apologize to me as their bad service and attitude during the phone conversation. (tough tone, handed up phone on me)

Review: During October and November, I sent about 10 packages by this carrier to China. However, I still didn't receive my packages by today(12/**/2014).Desired Settlement: Firstly, they should could return my packages. Secondly, they should return my shipping fee. If they thieved my packages, they should also pay me for the missing items.

Business

Response:

Dear Mediator: This is [redacted] writing on behalf of ANL Express. Our response to the case is: The tracking # is missing in the letter which makes it impossible for us to locate any info on the package. Please notify the complainant that as soon as we receive the tracking # , we can start to work on resolving this case. We are indeed a highly reputable international express delivery company & we have been serving thousands of international customers for over 10 years. We always value the needs of our customers and we are doing our best to resolve these recent complaints. All complaints dated between Sep. & Dec. of 2014 were based on an unusual circumstance totally beyond our control due to sudden changes of China Postal Custom Regulations during that period. Both our company & our customers have been suffering much loss because of it. Thank you very much for contacting us & our valued customers to resolve these complaints. Sincerely, A.N.L Express Customer Service

Review: Hi I used the delivering service by ANL Express company from Sept,2014 to Nov.2014 to mail some packages to my family and friends. However, the earliest package I sent from ANL Express has been more than 3 month and there are totally 9 packages among this period, and none of them have been delivered. I believe this is an unreasonable delay in completing their service and they are able to provide any information about when my packages would be delivered.

Consumer

Response:

At this time, I have not been contacted by ANL Express regarding complaint ID [redacted].Sincerely,[redacted]

Business

Response:

Dear Mediator: This is [redacted] writing on behalf of ANL Express. Our response to the case is: The tracking # is missing in the letter which makes it impossible for us to locate any info on the package. Please notify the complainant that as soon as we receive the tracking # , we can start to work on resolving this case. We are indeed a highly reputable international express delivery company & we have been serving thousands of international customers for over 10 years. We always value the needs of our customers and we are doing our best to resolve these recent complaints. All complaints dated between Sep. & Dec. of 2014 were based on an unusual circumstance totally beyond our control due to sudden changes of China Postal Custom Regulations during that period. Both our company & our customers have been suffering much loss because of it. Thank you very much for contacting us & our valued customers to resolve these complaints. Sincerely, A.N.L Express Customer Service [redacted]

Review: I use this company to mail some liquid products to China. When the package arrival, all the products were broken. I called the company for compensation but they refused to pay anything.Desired Settlement: The ANLEXPRESS company should pay all the product lose and the fee they charge me.

Business

Response:

American New Line customer representative spoke to the customer [redacted] in person about his damaged package, and the representative apologized to [redacted] and offered him $100 compensation according to the industry policy.

From the back of American New Line Air Waybill (in Notice Concerning Limitations of Liability section), it says “In the U.S. the Warsaw Convention limits our liability to U.S. $9.07 per pound (U.S. $20.38 per kilogram), unless you declare a higher value for carriage… If not governed by the Warsaw Convention or the CMR as described above, our maximum liability for loss, damage or delay is limited by the this Air Waybill US $100 per shipment or U.S $9.07 per pound (U.S. $20.38per kilogram)…you may pay an additional charge for each additional U.S. $100 of declared value for carriage.”

However, [redacted] did not purchase any of additional insurance in order to declare the value of his package, and he claimed that the value of his package is U.S. $656. With respect to the industry policies listed in the back of American New Line Air Waybill, the company is only responsible for compensating the lost package with maximum $100 USD to [redacted], and ANL will refund the shipping fee for [redacted] as well.

Review: I am filing this complint against ANL Express postal delivering company about my late and none-delivery products.

We have delivered over 3000 dollars products to china through this company since October **. However, we have not yet recived them since then. ANL Express state that our products are in the process of clearing out from the custom, However, we have reached out to the chinese custom services , they denied there is a problem. We have called many times, the answers from ANL express compnay are the same. The company have postpond the produts over 2month now when they were promised for only 2 to 3 weeks. It has been created a big problems for not only us but also my friends and families. As far as I know, this bad situation has affects so many customers around PA area. I am pleased you can help us slove this problem and diliver the products as soon as possible.Desired Settlement: I need my products to be delivered as soon as possible. Thanks! Updated 1/*/15:Thanks for replying to me so fast. As far as we concerned inmy situation. We would like to get full refunds of all our goods value money!This has been affecting not only our time but also our metal exhaustion. Wehave been waiting for almost three months as it should be only be delivered in2weeks!!!During the time we are waiting, we have called ANL express many times,ANL express customer service gave us all kinds of impractical reasons to getaway with the facts that they are delaying and delaying.In fact, we are not theonly victim, there are hundreds of people who are also in a bad situation likeus or worse . Thus,we would like either our products to be delivered assoon as possible or get refunded as soon as we desired.Thanks again for your attention and corresponding. Pleasefeel free to email me at [redacted]at anytime with any questions .My best Regards [redacted]

Consumer

Response:

At this time, I have been contacted directly by ANL Express regarding complaint ID [redacted], however my complaint has NOT been resolved because: The package #[redacted] has not been dilivered by 4 month now. We are worried and concerned if it has lost or been stolen. We have contacted ANL Express conpany and have not yet recived any response by them. We have called many times, and ANL Express company told us it still been clearing out from the costoms which is not true! Please help us slove this problem since the package is very importent to us and it worth a lot . Thanks again for your attention.[redacted]

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

For ID #[redacted]: In regarding of 2 order numbers in this case, [redacted] was already received and documented on 1/**, and we are greatly looking forward to discuss the resolution of the other remaining order with the customer. However, we tried to contact the customer on 2/* through the phone with no success.

Review: On October [redacted] of 2014, I sent a package to China. They have still not received it. ANL Express responds with a very poor attitude by telling me to just wait even though it has already been eighty days since the package was sent. Now i'm not even sure if my package is still there and I feel like I deserve reimbursement for the package that may have been lost based on the fact that it has not been successfully received yet.Desired Settlement: I feel that ANL Express should return either a full reimbursement on all items inside the package and refund the shipping fee.

Business

Response:

The tracking numbers in all these cases were missing in the complaint letters & as soon as we receive them, we can start to working on resolving these cases.

Review: ANL express promises to deliver my package 5-7 business days from New York to China. I used their services from March 2014 to October 2014. Usually it takes 3 weeks to arrive. It's fine.

However, from 9/** to 10/**, I sent over 10 packages through ANL express. Today, Three of them haven't arrived China (two were sent on 10/**, one was on 10/**). The others were received on early November and late November.

Moreover, one of my package are missing items. In that package, a pair of shoes of [redacted] (Value $955) and a [redacted] necklace (Value $217) were missing. The package was opened by someone else. It is not in the original condition. The shoes and the necklace were stolen by someone and the box are still in my package.

I called this company many many times asking about my missing items and when my friends in China can receive the last three package. They always told me just wait two weeks. And time goes by, I still do not know where my packages are.

I went to their office in Flushing once in December. I claimed for $1,172 back ($955+$217). But they wouldn't pay me.Desired Settlement: 1. I want them either find my missing items or pay me the price of my missing items.

2. Deliver my three packages by the end of December and pay me $100 for each package of the delay of service

Consumer

Response:

At this time, I have not been contacted by ANL Express regarding complaint ID [redacted]Sincerely,[redacted]

Business

Response:

The complaint dated in October 2014 was based on an unusual circumstance totally beyond our control due to sudden changes of China Postal Custom Regulations during that time. Many items were lost & both our company & our customers have been suffering much loss because of it. We are indeed a highly reputable international express delivery company & we have been serving thousands of international customers for over 10 years. We always value the needs of our customers and we are doing our best to resolve these complaints. In this case, The customer's package was finally received by the recipient. The order # is [redacted] and therefore this case has been resolved. We will be forwarding a copy of this responding email to the customer as well. Thank you for your understanding. ANL Express Customer Service [redacted]

Review: I use this company to deliver two packages to China on October [redacted], and until now, I still did't get my packages. This company said it was due to the policy change of General Customs Administration of People's Republic of China. But the truth is not. They stole lots of packages themselves and they delivered illegal items inside their packages. And they never transfer our packages to China. I have more than 100 victims and all of them didn't get their packages for more than 2 months. This company is a cheater and he lost our packages and still treat us as fools. We want everyone know what kind of company it is and would like everyone to avoid it.Desired Settlement: I want my package or refund.

Business

Response:

Dear Mediator: This is [redacted] writing on behalf of ANL Express. Our response to the case is: The tracking # is missing in the letter which makes it impossible for us to locate any info on the package. Please notify the complainant that as soon as we receive the tracking # , we can start to work on resolving this case. We are indeed a highly reputable international express delivery company & we have been serving thousands of international customers for over 10 years. We always value the needs of our customers and we are doing our best to resolve these recent complaints. All complaints dated between Sep. & Dec. of 2014 were based on an unusual circumstance totally beyond our control due to sudden changes of China Postal Custom Regulations during that period. Both our company & our customers have been suffering much loss because of it. Thank you very much for contacting us & our valued customers to resolve these complaints. Sincerely, A.N.L Express Customer Service [redacted]

Review: They didn't deliver my package for more than 3 months.Desired Settlement: Refund or deliver my package.

Business

Response:

The tracking numbers are missing in the complaint letters & as soon as we receive them, we can start to working on resolving these cases. Thank you very much for contacting us & helping our valued customers & our company to resolve these complaints. ANL Express Customer Service [redacted]

Review: I used ANL Express service to sent my package(worth 700USD) to China at the end of Sept, 2014. Now 4 month passed, my friend in China still hasn't received the package.

I called ANL express several times, they promised me they would give me 100 USD if my package could not be delivered within 2/3months no matter its lost or not.(that's their policy actually)

So I filed a claim at the beginning of Dec, 2014 in order to get that 100 USD compensation, then 2 months almost passed, no once has given me any feedback for this 100 USD compensation! I called and emailed them several times, no response, no one replied my email what so ever.Desired Settlement: Very simple, contact me, mail/give me the 100 USD check.

Business

Response:

Dear [redacted]: This is [redacted] writing on behalf of ANL Express, [redacted]. This email response is in regarding of a complaint case ID [redacted]. We have already resolved this issue and deposited a check in the amount of $100 to the customer's account # as requested by the customer on 2/**. The check # was [redacted] and we already left a voicemial to the cutomer [redacted] at ###-###-#### to reconfirm that the money was received. Thank you very much for contacting us & helping our valued customer & our company to resolve this complaint. ANL Express Customer Service[redacted] ###-###-####