Dismal Customer Service Provokes a Pointed Review-STX
We are moving from STX and don't need a container nor do we have to ship a car. All we have to ship are 2 pallets of prepacked boxes that need to be ocean shipped to the States and then overland to our final destination. Pretty easy stuff since we have lived all over the world and have shipped containers and vehicles to/from several countries.
So, we first contacted Brandon Transport for a quote in mid December so that we could get this scheduled and obtain an estimate. We were told that we would receive an estimate and documents to fill out. We had not received them following the holidays so I went into the office to discuss. The office manager was in the States and no one in the office could help! I requested that they send an email to the office manager while I was waiting since the move was less than 2 weeks away. Over a week later and still no response!
Frustrated, we moved on to Plan B. I called Flemmings Transport and talked to Osborne. He was polite and effective and seemed to have a good handle on things. He gave me a quote over the phone and explained the process. Good service always gets our business and the 'Crucian Time' looses again! Flemmings Transport will pickup all the boxes next Tuesday for a Thursday shipment to Miami.
Osborne also provided me the price on the phone for a friend who had contacted B/T prior to the holidays on shipping a car ocean freight to Miami and then overland to Texas. She had never received a response from B/T after an email and two phone calls! Wow!
This is called fair warming to anyone who is planning a move and actually needs some assistance.
In a prior life, I was the Manager of Customer Service for a major automobile manufacturer and I really don't have any tolerance for shoddy customer service! There are too many other businesses out there that focus on customer service providing a pleasant, efficient and cost effective experience for their customers.
Brandon used to be awesome (under the management of Bill Hoos), but then several years ago (if I recall correctly) the owners pushed out Bill (rudely) and put a son in charge. That seldom works well, and it hasn't worked well for Brandon Transfer or any of their customers. Glad you found Flemings. They are good people.
I talked to Osborne again this morning inquiring about payment and documents.
He said we could just stop by and pay with cash, check or CC prior to leaving and that we did require any specific documents. He will fill them out. I thought that he would at least need a bill of lading from us.
Certainly seems like a great company to deal with! So far, they get 5 stars from us!