LBC: Package Delay, Terrible Service, Mishandling, Tracking Errors, Complaints

Personally, LBC Express Philippines is the WORST Cargo Company in the country and I will never ever send my package through them – NEVER AGAIN!

The reason I wrote this blog is that I want everyone in the world to know my frustration and anger towards LBC, a Money Remittance, Courier and Cargo Company Founded in 1950. I have been very patient in inquiring the status of my package in the past few days but it looks like all my forbearance is lost.

This is the story: We all know what happened during Typhoon Sendong (International Name: Washi), which drastically hit Iligan and Cagayan De Oro last December 17, 2011. It left thousands of families homeless and thousands were dead and missing. My wife’s family who lives in Iligan City was safe but a number of relatives and close friends died and moved to the evacuation center. On the night of December 17, we rode the ship bound for Iligan to help her relatives in any way we can – emotionally, financially, etc. We are not as emotional as you think we are but our tears just cannot stop falling during the time we arrived at their place and saw their worst nightmare.

In the following days, I asked my siblings to send cash donations and used clothing. The cash donations were sent through bank transfer. It was  used to buy underwear, toiletries and other personal stuffs. The used clothes were sent through a cargo company. After knowing that JRS Express accepts free shipping for Iligan-bound cargoes, I told my siblings to send it through them. My sister, Venus, sent a couple of packages through JRS Express last December 22 and it arrived in Iligan on December 24.

My brother, Julius, has a couple of huge boxes filled with used clothes. Since LBC Slow (opps! I mean LBC Express), is more accessible for him and thinks it will arrive faster compared to the free service of JRS, he decided to trust his package with LBC, thinking it will arrive after a day or a couple of days. On December 23, 2011, before he knew that JRS’ (Venus) package will arrive in just two days, he sent the two boxes and paid P3,000, hoping the clothes will arrive faster so it can help my less fortunate relatives in Iligan. He got two tracking numbers, they were 341000635174 and 341000635184.

Package 341000635174 arrived after two days, while the other one, 341000635184, is already 10 DAYS DELAYED as of this writing. Even if it is not for the Sendong victims, a 10-day+ delay is still terrible.

Before going back to Cebu on December 27, 2011, my wife and I visited LBC-Iligan (Mahayahay Branch). After talking for several minutes with the two LBC staffs – Joy Pabatang and Jasmin Rivas – my voice raised at them after I heard that the package is in Toledo. WTF? (What The Friend?) After 4 days, the package is in Toledo? Is this what you call MISHANDLING or TRACKING ERRORS or what? I asked them, who is at fault and the staff answered to let my brother talk to LBC-Cebu (Mambaling Branch) so they can fix the issue there. My blood pressure went 200/150 after hearing that my brother could be at fault for some reason even though I already asked them about the address written on the package and found out it is correct. Besides, there were two packages sent at the same time but why only one package arrived? Can you call this TERRIBLE SERVICE or what?

I told Joy and Jasmin if they could help me call LBC-Cebu (Mambaling) or their manager so I can personally talk to them and ask them why the package was in Toledo instead of Iligan. The two staffs answered that they cannot make long-distance calls without a clear reason – or possibly because telephone line was faulty? but how come she was able to talk to a staff in LBC-Iligan (Palao Branch) using a landline?. So, I asked them if they can use their cellphones – they told me they cannot use it because it is for personal use only. I told them to do everything they can to contact LBC-Cebu because they belong to the same company – LBC Delay (opps! sorry again, I mean LBC Express) – but they just could not help one frustrated customer who is helping his relatives and other people in the area who were badly hit by the flood.

On December 28, my wife, 11 months old son and I were back in Cebu and one of the first things I did was to contact my brother if he already contacted LBC-Cebu (Mambaling). He told me that the package is already in Cagayan De Oro. I was thinking the package would be delivered on that day because CDO to Iligan is only 2 hours away. Sad to say, it still hasn’t been delivered.

On December 30, after a week since the package was sent, I asked through their Facebook Page the status of the package. Anna, the LBC Staff, answered that the package is still in CDO Distribution. This is pure BS! (Banana Shake!) I understand the situation in CDO after typhoon Sendong and some of LBC staffs may not be working during this time of the year. But, can LBC do something about the situation? Sure, they can. They already know about the situation in CDO and Iligan since December 17, so there is enough time for them to devise a Plan B. If their cargo trucks/vans were washed away by the flood, they can hire a car or bus or any other kind of transportation. By any means, they should bring the used clothes to Iligan because they do not know how sad I am seeing my unfortunate relatives and friends. I personally say, LBC Express Philippines does not have a HEART and they cannot live up to their name. I do not think they are “Hari ng Padala” – it’s all hype!

LBC did not deliver! And… do I have doubts in my mind that the package is lost or stolen? YES!

Today is January 2, 10 (TEN) days after my brother sent the two packages at the same time, where one already arrived after two days and the other one is still two hours away from where it should be delivered. I told myself not to start the year with an angry heart but LBC’s terrible service really started this burning desire to write this blog.

Guess what? Yes, you guessed it right! I am not the only one who is frustrated with their terrible service. I have seen a lot of personal comments and reviews about LBC and I am no longer surprise by what they say about the cargo company. Here are some of the negative feedback:

LBC Express – One of the worst Companies
LBC Express – Hari ng Delayed na Padala
LBC Express – My son called me a Liar
LBC Express – Not Reponsive to Complaints
LBC Express – Lbc employee in Evangelista mkt. is so arrogant and disrespectful.
LBC Express – Not to be Trusted
LBC Express – Irresponsible handling of package by LBC
LBC Express – Letter of Feedback
LBC Express – LBC did not deliver!
LBC Express – Terrible service and poorest customer handling
LBC Express – LBC money remittance delayed

More news about LBC Express:
ATR Kim Eng wins vs LBC in US bankruptcy court
Billions in advances ruined LBC Bank
LBC breaches customer trust; loses new lawsuit
LBC Express caused bank’s fall
Bank’s closure rattles LBC Express
LBC group officials fail to attend arraignment
LBC EXPRESS versus Euberto and Sisinia Ado – SC Judiciary
BSP: LBC Bank doomed by huge cash advances to LBC Express

And their mission statement? “LBC aims to be the total solutions provider of choice professionally and technologically equipped to serve Filipino families and businesses entities across the globe.” YEAH RIGHT! You judge, you decide. As for me, I am no longer trusting my packages with LBC Express unless they prove to me they are capable of handling my packages professionally.

Oh, by the way, you can add your comments below if you are one of those customers who are not satisfied with the services of LBC.

UPDATE: JANUARY 3, 2011

Today, my wife Lisa posted the above comment at LBC Express Inc. Facebook page. After two hours, no one cared to tell her when the package will exactly arrive or even calm her down or tell her someone will call the sender (my brother). They usually answer within several minutes but this time they are not minding the issue. “Danny” and “Lester” are assigned to answer the queries today – based on the other queries on the same hour – but they did not care about the issue. What they only cared are the tracking number issues and other inquiries. Yesterday, the one who answered the queries at LBC Express Inc. Facebook page, at this time of the day, was “Anna” but how come today it’s “Danny” and “Lester”? I was expecting the same person to answer the queries today but it seems LBC Express has a lot of staffs to rotate. If they have a lot of people working for them, why are they not able to deliver the package from CDO to Iligan? A bus costs only P145 and CDO to DESTINATION ROUTE IS PASSABLE. I really wonder where are some of the areas in Iligan that are impassable now? My first package (341000635174) arrived 8 days after Sendong, the second package (341000635184) is already 11 days delayed and today is already 17 days after Sendong.

By the way, the antonym of passable is “impassable” not “unpassable”.

UPDATE: JANUARY 7, 2011

After 15 LOOOOOONG DAYS, LBC (who call themselves as “Hari ng Padala”) has finally delivered the goods intended for my relatives who were drastically hit by Typhoon Sendong. It’s really painful to hear them cry over the phone after receiving the used clothing we sent to them. If only the package arrived after 24 to 48 hours, it could probably lessen the burden of my unfortunate relatives. 15 days to deliver a package from Cebu to Iligan is just dreadful.

Dear friends, never take revenge. Leave that to the righteous anger of God. For the Scriptures say, “I will take revenge; I will pay them back,” says the LORD. ~Romans 12:19

LBC Express Tracking – 341000635184