Report: #1502238

Complaint Review: Forward Air - Boston - East Boston Massachusetts

  • Submitted:
  • Updated:
  • Reported By: Derwin — Newton Massachusetts United States
  • Forward Air - Boston 480 McClellan HWY East Boston, Massachusetts United States

Forward Air - Boston Lost Customer's Shipment! East Boston Massachusetts

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Tuesday, November 10, 2020

I received a voice message that a shipment (barrel) had arrived at Forward Air’s Boston facility  and that I was to make arrangements to come pick it up.

I called at 6pm EDT and left a voice message indicating to please call me back and I would like to make arrangements to pick up the barrel

Wednesday, November 11, 2020

I did not receive a call back so I called and spoke with a representative at Forward Air and was instructed come to the Forward Air facility on 480 McLellan Highway in East Boston where I would pick up paperwork to take to US Customs and get a clearance stamp of approval, return to the Forward Air facility with the authorized paperwork and a money order or cashier’s check of $45 made out to Forward Air.  I was also informed that if I did not pick up the barrel after November 16, there would be a $30/day storage fee.

Monday, November 16, 2020

I arrived at 9:45am EDT at the Boston Forward Air facility with a $45 money order which I gave to the Forward Air representative.  I was given the documentation to submit to U.S. Customs.

I drove to U.S. Customs at that same morning who informed me that the barrel was still in Miami according to his database records and would not stamp the paperwork originally sent.  I then called Forward Air telling them that something was not in order. 

Forward Air Boston informed me that they looked into the issue and informed me that an airline vendor did not timely or properly update data in a system for the paperwork to be in order for US Customs approval.  This same day, they informed me in a later conversation that they sent a follow up email to her contact at this airline.  In a later conversation this day I was informed that the situation had been rectified and new documentation was emailed to me (below) to submit to US Customs.  

Tuesday, November 16, 2020

I called US Customs in Boston and spoke with a Customs Officer who informed me that I was still unable to get a stamp of clearance because there was no change in their database enabling me to acquire the shipped barrel.  The officer informed me that Forward Air needed to call him at the same number, and ask for his name, so that this issue might be reconciled.

 I called Forward Air and who informed me this remained an airline problem.  They took the phone number and name I provided her at US Customs and informed me I would receive a call when the issue is rectified.

At 9:24am EDT I called my contact in Trinidad and Tobago, who is the sender of the barrel and updated her on my failed attempts to collect the barrel.  She called her customer service representative at Forward Air in Trinidad in effort to resolve the issue.  He also owes her a response.

A week later, I still await their call.  I have made a good faith and timely effort to collect this shipment which my colleague paid good money for a service we have not received yet.  I have followed instructions to the tee in effort to collect this shipment.  Factors beyond the customer’s control more closely related to Forward Air’s control have impeded me from obtaining the shipment.  Additionally, we are now facing a potential $30/day storage fee which now renders the value of the contents of the barrel a financial loss.  If the storage fees are implemented, I am no longer interested in collecting the barrel and would prefer to collect it by other legal means without having to pay for storage fees.  The storage fees really should be implemented on the airline which has allegedly caused this problem, not the customer.  

 I am unable to resolve this problem myself, nor should it fall upon the customer to solve this internal logistics issue with Forward Air.  I have driven twice from southwestern Mass in attempt to collect this barrel as each time I was under the impression business was in order to do so.  


This report was posted on Ripoff Report on 11/24/2020 08:28 AM and is a permanent record located here: https://www.ripoffreport.com/report/forward-air-boston/east-massachusetts-lost-1502238. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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