Monday, October 29, 2012

Consumer Talk : The Fight against Xend Business Solutions Inc.

Three weeks ago, I happily announced the winners of my month-long 5th Anniversary Giveaway contest. As soon as I sent out the emails to the winners, I immediately got their replies back together with them sending me their mailing addresses and contact details. That same evening, Paul and I turned our dining room into a mini packaging factory. We carefully labeled each envelope, wrote down mini notes for each winner and attached the correct waybill papers to all prizes that will be sent via courier. We're both OC so we had to double triple check every thing before sending it out. There was definitely no room for error.

I've been using Xend Business Solutions as my courier for almost a year already. Sending out all sorts of items from gift certificates to Starbucks planners and a lot more. So far, I've never had any problem with them save for one hiccup that involves them overcharging us for a couple of cans of peanuts. This was immediately resolved as the delivery man quickly came back to our house with the refund after I sent a complaint email and they were quickly forgiven for it.

To those who know us, Paul and I are pretty patient when it comes to dealing with suppliers and service providers. We try to give them as much leeway as possible always giving allowances for human errors and delays.

However, this was just TOO much.

frannywanny anniversary 2
Four days after sending out a package to a winner who resides in Taguig (barely 45 minutes from where I live), I was appalled to find out that the package still hasn't reached her. This was sent together with 4 other packages which were quickly received the day after it was picked up from my house. This package includes a box of Gold Leaf Tea boxes and a bottle of Gold Leaf Tea Concentrate. I even went to the extent of attaching the bottle to the box with a lot of scotch tape to ensure that the bottle won't left behind or stolen.

xend
5 days after the package was picked up from my house (October 18), I sent my first follow up email which was immediately attended to by a certain Shim Felipe. This was also after checking the tracking status and no update has been made since October 13. Here's what he said:

Good Day! We sincerely apologize for any inconvenience this has caused. Upon checking, package is out for re-delivery today. We'll make sure that we'll take steps to ensure that this will never happen again. Again our sincere apology for any difficulty that delayed shipments has made. We value your business. Hoping for your kind consideration and understanding.

This gave me hope that there was just a slight delay in the delivery and I quickly relayed this to my winner. Assuming that the prize was to be delivered last October 18, I was surprised to find out that after two more days (October 20) my winner still hasn't received her prize. Again, I sent another email and Shim Felipe quickly responded with this:


From: Customer Support 1 
Subject: Re: FW: Just Craving [General Help #128091] 

Good Day! We sincerely apologize for any inconvenience this has caused. Upon checking, package is out for re-delivery today. We'll make sure that we'll take steps to ensure that this will never happen again. Again our sincere apology for any difficulty that delayed shipments has made. We value your business. Hoping for your kind consideration and understanding. 
Thanks, Shim Felipe 
Again, I felt relieved and told my winner that she will surely receive her prize on October 20. It was only when I made my full report and attached both emails together that I realized...it was a TEMPLATE email! I was infuriated. Now, I began to doubt if Shim really knew what package I was referring to. The prize could have been lost days ago and he just keeps on telling me that it's out for re-delivery.

My doubts were confirmed when I gave Xend a call last October 22. Talking to their CSR and Manager on Duty, they both asked me for a photo of the product. While they still continued to assure me that this was just protocol and my product wasn't lost, I felt more helpless than ever before. We went around and around barely hitting any conclusion. At this point, I was already demanding for a refund and for them to pay for the missing product. The manager quickly agreed and said that we will be able to receive the amount within 5 working days.

The following day (October 23), both the winner and I were able to receive a call from Xend's accounting representative verifying the waybill and the product AGAIN. I once again confirmed with her that a refund and lost product compensation will be made and she promised to call me before the day ends as she needs to double check this. No call was made. Now, I'm confused. Are they refunding the product or not?

I've been calling Xend so often that I've memorized their number by heart. All I had to do was to press the "redial" button on my phone and it would dial the hotline number on its own. That was how often I've been calling Xend to do my follow up. Not only was it so hard to get hold of the Manager as he seems to be always out of the office or on break or worst, on day-off, the phone line gets cut off every 10 minutes too! I felt like I was at the losing end yet I know I shouldn't give up.

While I gave up calling Xend's hotline, I sent them an email last October 24 detailing the emails that I've sent, the phone conversations that have transpired and I attached a photo of the prize, the way bill and a screenshot of the current tracking status of the package. I requested for a reply within 24 hours.

October 27, 60 hours after -- no reply was sent. At this point, you could just imagine how tired and frustrated I already feel towards Xend's inefficiency. Finally, I got through their hotline and was able to talk to Olive who, in my opinion, was the most efficient among ALL the Xend employees. She listened to me and read the email. She apologized for the delay and quickly acted on the case. Within hours, she sent me this email:

This is to inform you that we got an update from the concerned Department. And we declare this item as lost. We will refund the amount of this item to you, anytime next week. 

She called back as she promised she will and the day ended with her confirming that a refund will be made by this week. Thank God for her as I was already in the brink of asking the DTI for help.

Today, October 29-- The refund was finally delivered to my home together with an email from Xend apologizing for the boo-boo. I've also sent out new set of prize to my very patient winner hoping that it'll finally reach her tomorrow. This time, I made use of another courier service.

Apology accepted but rest assured, I'm never availing of Xend's service ever again. It was just too traumatizing and exhausting to take the risk that I might have to go through the whole thing again. No way, Jose!

My objective for sharing my experience with you is NOT to mainly bash Xend. I hope that what happened between us will serve as a wake-up call for them and also, I hope that this story will serve as an eye-opener for all of us. 

For the consumers, we always have to fight for our rights. Let us not let our hard-earned money go to waste and if you know you are right, then fight for it. For the service providers, please value the importance of customer service. Always remember, it takes months, even years to build a good relationship but just one boo-boo to ruin it. Honesty is really the best policy.

29 comments:

  1. Thank you for sharing this.. I am about to announced my giveaways too in my blog and i've been hearing a lot of complaints abour Xend. An this port proved them all. if they keep this type of business, im sure, they will be closed soon or even closing down with legal actions from their clients.

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  2. I've had my share of trauma with Xend which forced me to likewise switch couriers a few months back.

    Their customer service is really bad, and I mean REALLY bad.

    I can understand lost packages and delayed deliveries - as that is part of the risk - but what I cannot accept is how they handle their "used to be loyal" clients.

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  3. I've never heard of Xend before, but I doubt that I'll ever try to use them after reading your particular account of what happened.

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  4. This is really inconvenient when service providers delays too much since service should be their core competence.

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  5. Your post re: Xend made me remember the hassle they put me through last August. It took them more than 2 weeks to deliver a pair of shoes from QC to San Juan. Must have called them more than a hundred times to follow up (no exaggerations) and my calls were either met with a busy tone or a constantly ringing phone with no one picking up. When someone eventually did pick up, she put me on hold for 15 minutes then hung up on me. That pissed me off big time. Customer service major fail. And I was not as nice as you. I filed a letter of complaint against Xend with DTI. As of now they have emailed back that they're already processing my complaint.

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    1. hi missM, can I ask how did you file a complaint against XEND via DTI? I used to love sending things via XEND till a package going to Bacolod arrived with multiple big and small holes inspite of the dual XEND packaging. It's like someone purposely used something long and sharp to puncture the packaging and damaging something inside worth 1300+. After presenting my case, XEND would only give me 3 local free shipping coz LBC (their courier in the province, would not acknowledge the fault). So I'm now wondering, how to file a case against them? Your advise is greatly appreciated. Thanks in advance!

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    2. Hi missM, kami nga ng seller ko mandaluyong to mandaluoyng lang. 5 days na nakalipas wala pa din till now. Di ko lang alam if hanggang kelan itatagal pa.. kainis lang..

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    3. Hi, I've experienced some bad stuff with Xend just recently. I ordered a planner online on Dec 16. I gave my address to the online shop. Then Xend delivered it to the wrong house on Dec 16 (fast service, huh? Nope.). When I asked the online shop for validation of my address, it was correct -- Xend got the address wrong (how, I have no idea, I thought things would be type-written nowadays to avoid rookie mistakes like these).

      After calling on Dec 22, they said they'll retrieve the package, and it'll be delivered the next day. Dec 26, called again, they said they'll retrieve and deliver it today or the next day. Called AGAIN just today Dec 28, apparently whoever was responsible failed to schedule my package for retrieval!

      I want to curse Xend, as well as the lady who received my package (because why would you sign for something you never ordered?! Insensitivity.), but for now I'll just be a little more patient. If this lucky lady turns out to have used my stuff, Xend will declare it lost, then they'll have to refund my payment to the online shop. Who knows how long THAT will take.

      After reading your post and the other comments here, I'm surprised Xend hasn't improved their business ethic, or gone bankrupt altogether. Sheesh. For other online shops out there looking for a courier, Xend should not be an option.

      P.S. Their email response is slower than a turtle walking on peanut butter -- if they respond at all.

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  6. Yikes! Thanks for sharing Franny!!!

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  7. I live very near the head office of Xend but I haven't send anything using their service yet. Wow, I can't imagine if sakin nangyari yun. Malamang susugurin ko sila talaga! :P

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  8. Omg, my ebay seller sent my dslr via xend. God help me.

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  9. I would just like to ask:
    What courier are you using right now?
    And perhaps other couriers that you would suggest?
    Preferably the cheapest yet most dependable, by your experience

    I'm planning to start an online shop, by the way

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  10. @facade de aurum: I use Fastrack now :)

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  11. Hi,

    I'm having same problem with them right now. I used their international shipping because i am confident about their tracking system.

    The package arrived in the USA but they cannot provide further details about the status. Now my buyer claimed she didn't receive anything

    I kept contacting their CS and they kept giving me the same answer, their international partner is not replying to them. I'm so furious!

    Any advice?

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    1. Hi Amythest, I'm so sorry to hear about that. I thinnk one way is to email the head office to formally lodge a complain. Then try to give as much information possible like a copy of the waybill and screenshot of the tracking system. Hopefully they'll act upon it soon. Good luck! - Frannywanny

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    2. i am very fraustated too with this XEND courirer as a matter of fact inaaway ko na ang shopthiseasy ngayun kc i placed my order last friday dated june 5,2015 hanggang ngayun walang dumating never send your items via xend anymore they are the worst courier i ever encountered.

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  12. Even their refunds are taking a long time. -_- They told me it would be processed in 10 business days but it has already been 3 weeks since their promised refund. Never will I trust their service again

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  13. I also experienced same poor service from Xend. Nagtxt sakin to tell na my items were on hold due to unknown consignee. Ngtanong ng landmark and contact details then after hindi naman nagreply. Sa tagal ko na nagoorder online eh ngaun lang may ngsabi na hindi mahanap ang location ko. Di ko alam if alibi lang nila yun dahil tinamad magdeliver dahil may bagyo last week.. kainis..sana magsara na sila..

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  14. Same here! I'm so frustrated with Xend! They totally delayed my business and they have very poor customer service. They did the same thing to me with the automated emails and texts. I find it so disappointing and aggravating that I had to send them emails explaining with every single detail. According to my supplier pa, their courier was very rude. This is the last time i'm using their service. Would you have any suggestions on the best courier to use, both efficient and affordable? :) Thanks! Good luck to all of us! God bless! :)

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  15. Oh dear, reading about all these, I guess I have to accept that it is only by miracle that the package to be delivered to me would make it on time. It is a puzzle to me how slow the system picks up details. I was already given a tracking no. So I tried to check the status on the website and it's been more than 24 hrs now, the tracker says "tracking number not found." How long does it take them to update their database? I would assume the system is not well integrated and that makes it prone to problems such as what everyone here has been talking about.

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  16. I bought an item from ebay.ph last Wednesday and my seller told me that I'll be receiving the package the next day. I was so happy cuz I bought that item as a gift for my boyfriend's birthday. But everything was ruined cuz up until this day (Monday), the package has not arrived yet. My bf's birthday has already passed and I dunno the whereabouts of my package. I reported this to my seller and he was also wondering what might have happened. We are both contacting Xend as of this moment and got no response from them yet. I am afraid that they might declare the item as "lost" like they did to you. I'm really annoyed by their lame service!

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  17. I made an online purchase last year and the seller used Xend. It was my first time to have a package delivered by Xend. When the said package did not arrive after two days, I asked the seller and she contacted Xend. She told me that Xend's response was that they had delivered the package but no one answered from my house. That's just BS because my work is homebased so I was at home the entire day that Xend said nobody was there to receive the package. I would also be alerted by three dogs if there was someone at the gate. I don't know why they made up such a lame excuse. The package came the next day.

    There was also this one time when the delivery man called me up because he could not find my address. I was surprised because it wasn't the first time that Xend have gone to my house. Also, other couriers would always just show up in front of my gate without asking me for directions. So I gave the delivery guy a clear direction, pointing out landmarks. He finally came but, surprisingly, he took a different road. Why the heck did he ask for directions in the first place? I don't get it. I heard someone calling from outside and finally it was the delivery guy, but he was calling out from outside my neighbor's house. Grrr

    I'm about to have another package delivered by Xend (sellers can't resist them because they're so affordable) and I'm wondering how they are going to piss me up this time.

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  18. Me yesterday I try to use xend hoping my parcel arrive to my customer smoothly only one thing when xend delivery man arrive in our place they knock to my neighbor door where in I already indicated to my booking that we're in green gate we're in my neighbor door they knock is maroon OMG does their delivery man is color blind or doesn't know what is color green? Hoping and longing be safe delivered.

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  19. I really hate Xend. Unlike using a direct LBC/2GO. I always get my packages from NCR all the way down to CDO the next day and on very rare case in 2 days.

    But with Xend terrible and miserably 6-7 days with so many terrible excuses. Only the seller is happy and customer is not. Seller does not want to use direct LBC sometimes and getting lazy.

    With Xend send your package today and it will sit idle for the next 2-3 days before it gets forwarded to LBC/2GO. Problem too on LBC any packages via XEND is not on a priority list as it takes another 2-3days again. Terrible partnership!

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  20. I sent parcel to my buyer via XEND.The rider picked the item last friday. The buyer ordered food supplement from me. Supposed to be, she will e receiving that the day after, so that is Saturday, but the delivery man wasn't able to deliver it, the reason was "hindi mahanap ang address". The rider informed her that he will be delivering the item to here Sunday afternoon. I wonder if Xend is allowing this Sunday deliveries? My buyer finally received the item but the bottle has a small crack and plastic looks like ngingatngat ng daga! I already send some pictures to their Facebook page, hoping to resolve this issue as soon as they can. How frustrating! I will not use this courier ! NEVER AGAIN!

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  21. Same here. I sent an international parcel (EMS) last December 23, and still no update from Xend! I couldn't even use the tracking number they've provided because it only displays "tracking not found". I've shipped international packages before using Xend, although the arrival of parcels do get delayed, I am always updated with the tracker. However, Xend did lose one of my shipments bound for SG and I never got any compensation. I told myself I'll try and use them again since my other shipments were all right. Oh boy, how wrong I was. This is a nightmare. I am never using Xend again. Their service is garbage! Once you pay for the shipment, they don't care about your package anymore. Xend is the worst courier, I have no idea how they're able to stay in business. I feel like I've been scammed. I really hope our complaints could be backed up by DTI.

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  22. It's been 3 days since I've bought an item online here locally. The seller used xend and now I can't track the item using their wayfinder.IT says tracking not found Oh no...

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  23. Same here... And i badly need the parcel. It has everything my newborn will need in the hospital. Hala!!!!

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  24. I am also complaining to XEND due to a parcel that was already picked up from me 10 days ago, XEND = NO REPLY and NO ANSWER from our calls. THE PACKAGE WAS ALREADY LOST. HOW WILL I REQUEST FOR A REFUND. MY CLIENT IS ALSO CURSING ME BECAUSE OF THIS. I AM PLANNING TO FILE A COMPLAINT TO TULFO BROTHERS TOMORROW

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