Schenker, Inc.

We have reviewed the circumstances surrounding the importation and customs clearance of the cargo for this new customer to the *** branch of Schenker, IncAs you will see by our outline of the events listed below, the *** branch did process this shipment timely based upon the particular
circumstancesThe main delay was due to the customer’s impression that there would be no expenses for them to outlay as they thought the shipper overseas was paying for all the costs related to the shipmentThis caused a delay from July *** - ***Obtaining the Power of Attorney (POA) did also take several days but this is always explained to the customer at the onset of the customs clearance processWe could have done a better job in requesting a revised commercial invoice at the same time of requesting the power of attorney reducing the delays by a day or so but the delays were out of our controlBelow is a timeline of events in c hronological order to show the reasons for the delay
Shipment Arrived on July ** ***
-Arrival Notice was sent to the customer on July *, 20** (*** *** @ ***)
-July * message was received from *** *** advising us to contact *** *** @ *** *** *** to clear the shipment through US Customs
-July * -Recvd message from *** inquiring about our destination chargesBeing that the consignee was under the impression all charges were to be paid at origin by the shipper
-July * -message was then sent to origin to receive confirmation on the terms ddp or dap to (*** ***, ** ***)
-July * - Recvd ack from origin
-July ** -Message received from *** *** ( DB Schenker , BCN ) advising that the terms are DAP and to contact *** locally ( *** *** ) for the POA
-July ** @ - POA was sent to the consignee to complete (Time for POA process can take approx( 24- business hours ) to process
-July ** -POA was set and file turned over to brokerage dept for process
-July ** - Brokerage team sent request to Fernando requesting a corrected Invoice
-July ** - Invoice was received from ***
-July **- Shipment was cleared through US Customs and message sent to the consignee to advice of clearance statusSchenker Invoice and credit card form was sent to the customer
- July **- Customer ( *** ) *** *** sent email to one of his co workers ( *** ) with Schenker in copy to coordinate payment of Invoice with *** ( Schenker *** )
-July ***Shipment was delivered that same day at hrs signed by *** *** at *** Software
*** ***

Revdex.com:At this time, my complaint, ID [redacted] regarding Schenker, Inc. has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

Review: A delivery order was received for us at customs three weeks ago. This was to be an expedited shipping, sent air mail. In these three weeks, the contact has failed to provide us with appropriate or timely information. Because of this very unprofessional handling of our package, we have not been able to provide our products to our customers, or clients. Numerous complaints have been made directly to our direct contact at Schenker, after numerous requests were made to see how we could get our package. Finally after three weeks, Schenker is requesting money from us, without an invoice detailing the expenses. This delivery service is by far the most unprofessional and difficult provider we have ever dealt with.

Product_Or_Service: Freight DeliveryDesired Settlement: DesiredSettlementID: Other (requires explanation)

We would like to receive the proper invoice and our delivery in the timely fashion that we originally requested.

Business

Response:

We have reviewed the circumstances surrounding the importation and customs clearance of the cargo for this new customer to the [redacted] branch of Schenker, Inc. As you will see by our outline of the events listed below, the [redacted] branch did process this shipment timely based upon the particular circumstances. The main delay was due to the customer’s impression that there would be no expenses for them to outlay as they thought the shipper overseas was paying for all the costs related to the shipment. This caused a delay from July [redacted] - [redacted]. Obtaining the Power of Attorney (POA) did also take several days but this is always explained to the customer at the onset of the customs clearance process. We could have done a better job in requesting a revised commercial invoice at the same time of requesting the power of attorney reducing the delays by a day or so but the delays were out of our control. Below is a timeline of events in c hronological order to show the reasons for the delay.

Shipment Arrived on July [redacted]

-Arrival Notice was sent to the customer on July *, 20** ([redacted] @ [redacted])

-July * message was received from [redacted] advising us to contact [redacted] @ [redacted] to clear the shipment through US Customs.

-July * -Recvd message from [redacted] inquiring about our destination charges. Being that the consignee was under the impression all charges were to be paid at origin by the shipper.

-July * -message was then sent to origin to receive confirmation on the terms ddp or dap to ([redacted])

-July * - Recvd ack from origin.

-July ** -Message received from [redacted] ( DB Schenker , BCN ) advising that the terms are DAP and to contact [redacted] locally ( [redacted] ) for the POA .

-July ** @ 1317 - POA was sent to the consignee to complete (Time for POA process can take approx. ( 24- 48 business hours ) to process .

-July ** -POA was set and file turned over to brokerage dept for process.

-July ** - Brokerage team sent request to Fernando requesting a corrected Invoice.

-July ** - Invoice was received from [redacted].

-July **- Shipment was cleared through US Customs and message sent to the consignee to advice of clearance status. Schenker Invoice and credit card form was sent to the customer.

- July **- Customer ( [redacted] ) [redacted] sent email to one of his co workers ( [redacted] ) with Schenker in copy to coordinate payment of Invoice with [redacted] ( Schenker [redacted] )

-July [redacted]Shipment was delivered that same day at 1550 hrs signed by [redacted] at [redacted] Software .