Transglobal Express - Missing items and damaged goods

Feb 11, 2022

Antoinette Okon-of London, GB

I would like to register a formal complaint about my items that had gone missing and the goods that had been damaged. On 31 January 2022, I had 19 boxes of luxury vinyl tiles picked up from my home address 2 Frigate Mews, Watergate Street, Deptford, SE8 3HZ. These boxes were labelled to be returned to Unit H1, Pilgrims Way, Prologis Park, Coventry, CV6 4QG. Unfortunately, I wrote the wrong address instead of being returned to Unit 2, Logix Road, Hinckley, LE10 3BQ.

On 2 February 2022, I had a call from one of your associates stating that the address I gave was wrong and 3 of the boxes were returned to your company. She advised that I should wait for all of the 19 boxes to be returned and then I would have to pay for reshipping to the correct address.

On 4 February 2022, I called your offices to find out whether the other tiles had arrived and I was told that they had received 6 boxes and they are still waiting to receive the other boxes.

On 7 February 2022, I called your offices to enquire whether the remainder of the tiles had arrived. This time I spoke with Maurishca Figueiredo. Maurischa advised that she will check with the warehouse whether they have received all the 19 boxes.

On 8 February 2022, I again called your offices and specifically asked to speak to Maurischa. This time I insisted that I needed an answer as time was against me to return the goods within the given time. Maurishca then came back to inform me that 6 boxes of the tiles were still missing. She sent me an email and attached was photographs of the tiles they had received. I expressed my disappointment because some of the boxes were opened and some had been re-wrapped with black bags. I requested to speak to their manager. Maurischa stated that the manager will call me later. The manager failed to call.

On 9 February 2022, I called your offices again and spoke with Maurischa. I informed her that the manager failed to call me as she promised. She assured me that the manager will definitely give me a call. Later, the manager Martitne Forbes called. Martitne re-iterated that they had only received 13 boxes of the tiles and they are still waiting for the rest of the boxes to arrive. I expressed my dissatisfaction about the manner in which my case is being handled by your company. I found Martitne extremely unhelpful. Instead of resolving the issue and taking responsibility for the loss of my goods, Martitne was blaming me for giving the wrong address stating that was why the goods were missing. Had it been that I supplied the right address, the goods would have not gone missing. The shipment had to go through a third party and as a result damages and losses are inevitable. I, however, refute these claims. While I did provide an incorrect address, this should not affect the process of return; in that the systems put in place for such an incident should not result in lost and damaged packaging.

As it stands, I am running out of time to return these packages and receive my refund of £1,033.83. The situation is, are you willing to use an alternative dispute resolution scheme? Please let me know by 14 February 2022. Thank you in advance.