Elite Shipping (ES) completely failed to deliver on the contract and then retreated to endless attempts at denial and deflection. And even when their conduct was no longer defensible, there was still no real commitment to refocus on customer service and make up for the incredible mess they created. Instead they kept flooding the zone with empty promises. Plus, I never received a response from the ops team or senior management who were copied on more than 200 emails between all parties involved over 5 months. Those in charge just kept hiding behind the friendly sales & marketing team.
When my belongings – shipped from Dubai to Australia – were delivered to our home in early Oct 2022, much of the content was seriously damaged. To make things worse: 32 boxes/items were missing, incl. clothes, shoes, office stuff, and more; causing some serious disruption in our lives.
I instantly reported this to ES who then claimed for 2 weeks they didn’t know what had happened. After endless follow-up emails and calls, their marketing team wrote: “We just found 27 of your boxes in our warehouse”. That obviously makes no sense at all. Having 27 or even 32 boxes/items with the customer name on them sitting in a warehouse for 2.5 months is proof of ES’ total unreliability. The ops team would have spotted them every day. And of course they would know that not all were handed over to the container transportation company. It was only in late Oct when ES finally admitted: “Please note that this is unintentional and merely due to operational error and under staffing as the cargo was initiated on peak season time.” But none of that led to them taking steps to rebuild trust.
Mistakes happen, but when they happen, real professionals take responsibility. The right way to act would have been to proactively reach out with a plan to accelerate the process of getting all remaining items shipped as soon as possible while ensuring there are no additional delays. But again, that’s clearly not ES’ priority.
The 27 items finally arrived in Australia in late Dec 2022 but were only delivered in early March 2023 – roughly 7 months after the first shipment left Dubai. What caused this horrible additional weeks-long delay was ES’ failure to hand over the paperwork to their Australian partner in time, despite being reminded of it multiple times, as I was told. Plus, when it finally happened, ES still did not even pay them quickly.
ES also never traced the other 5 missing boxes. All we were told was “you can claim insurance”. Plus, they sent a false list of these 5 missing boxes. And the Packing and Tally Lists of the 2nd shipment also came with wrong box numbers. The box content descriptions were also not very detailed.
On its website, ES is relentlessly pushing claims like “Easy & Hassle-free Relocation Services” from an “Unbeatable Logistics Service Provider”, and “We’re committed to delivering quality service.” None of that is even remotely true. It just points at the only thing important to them: endless self-praise.
