OSS World Wide Movers Reviews 74

Reply from OSS World Wide Movers

Nov 19, 2023

Hi Liss,

Please can you supply your reference number or the surname the shipment was booked under, so we can look into this matter for you. Was your consignment coming into Australia or being exported?

Regards OSS World Wide Movers

Reply from OSS World Wide Movers

Oct 16, 2023

Dear Deanna,

We are sorry to hear about the challenges you faced during your move from the Gold Coast to Macao in August 2023. Moving to a new location is a significant event, and it's disheartening when the experience doesn't meet expectations.

We appreciate you taking the time to share your feedback with us. We will raise your concerns regarding the packing of your clothes and the handling of delicate items, such as paintings, with our packing team. Generally, we do not advise the packing of clothing in plastics as this can cause items to sweat, if there is any residual moisture in the clothing.

While we strive to ensure the highest level of service and attentiveness to our clients' requests, and I apologise if in this instance we fell short. Your remarks regarding the lack of consideration for your specific instructions and the insufficient packaging for delicate items have been noted. We will review our processes and procedures to prevent similar occurrences in the future.

It's reassuring to hear that the receiving company, AMR, provided a positive experience and demonstrated professionalism during the unpacking process. We will also share your positive feedback with them and recognize the excellent service provided by their team, especially Mr Filipino Airosa.

We regret any inconvenience this may have caused you and truly value your feedback. If there's anything more you'd like to share or discuss further, please don't hesitate to reach out. Your satisfaction is important to us, and we are committed to addressing and improving upon the concerns you've raised.

Regards

OSS World Wide Movers

Reply from OSS World Wide Movers

Oct 16, 2023

Dear Tracey,

Your comments are disappointing to read as we have always tried to be accommodating to your requests.

You are welcome to access your effects and have them collected by a third party. The delay in responding to you was simply to check and reconfirm the volume of the consignment, which has been delivered into us at differing times. It is very likely you will be asked for this information if you engage a third party.

The volumes of consignments are recorded upon receipt when the consignment is collected and packed by OSS. However, part of your shipment was quite different as you would be aware you arranged for a third party to collect, pack and deliver effects into our depot. These items were loaded directly into containers without the assistance of OSS, so their volume is unknown to us.

The request you made initially was for a delivery cost of your consignment, and we advised we needed to confirm the volume of your effects being delivered. Our warehouse team have this request and will action it.

We will be in touch shortly with both a delivery cost and a cost to hand out your effects ex our store.

We are confused by the reference you have made to COVID as it has not been mentioned or is a factor in our recent dealings with you.

Regards

OSS World Wide Movers

Reply from OSS World Wide Movers

Oct 16, 2023

Dear Cillian,

Whilst all feedback is welcomed, your comments are neither balanced nor fair.

You have omitted to state the most relevant fact of your shipment. That being, that it was not initially booked to be moved to Dubai and was in fact booked via a shared container to Dublin.

The quotation and information provided initially was based on relocating 15.50 cubic metres of household goods from Sydney to Dublin. We provided options via a shared container service and a faster 20-foot sole use container.

The shared container quotation to Dublin had an estimated transit time of 12 to 16 weeks and the 20-foot sole use container option had an estimated transit time of 9 to 11 weeks. Our quotation stressed these are estimates given without guarantee as shipment routing can be varied by the shipping line at any time. The shared container option was expressed as subject to sufficient volume to fill the shared container being available. It also noted that the timeframes were neither a minimum or a maximum and if a specific delivery date was required then the alternative and more expensive FCL option may be required.

Packing and uplift took place on Saturday the 11th of February 2023. The shipment then being stored at our depot awaiting other consignments being collected for Ireland which could fill the shared container. This process is entirely normal.

Weeks after collection you advised that you now wished to ship your effects to Dubai not Dublin. You suggested you had a friend that would enable a shared container to be sent between the two of you to Dubai, however this further shipment did not eventuate. We then provided a quotation for a 20-foot sole use container to Dubai.

After expressing concerns at the shipment cost. Dubai being more expensive than Dublin, you advised that you had sourced an alternative shipper who had a shared container ready for dispatch.

We advised the refund applicable if the shipment was to be cancelled and made arrangements for the shipment to be handed out to your alternative carrier. Unfortunately, the refund has to deduct all sunk costs which are considerable and included: A$1,245.00 of specialist crating for delicate items, packaging, haulage, handling, storage, administration and now GST. GST is exempt from international shipping contracts but becomes applicable as we were no longer exporting the consignment but rather handing it out domestically.

This information was all conveyed to you in advance to enable you to make an informed decision.

We regret your negative comments, but OSS has done nothing wrong in these circumstances. Your decision to change destinations and engage another provider has increased your costs, some of which could have otherwise been avoided.

Regards

Reply from OSS World Wide Movers

Jun 14, 2023

Gus it is important we talk about the facts of the matter. You accepted our quote in Mar22 & you were informed at that time you required an import permit into China before your goods could be shipped. It was over the ensuing weeks that your flights to China were cancelled & you couldn't travel to China in order to get the permit finalised & this continued until Jun22. It was at this time that you requested for your effects to be dissected & a portion sent to Darwin as your wife also could not obtain her visa. On 4 July the dissection was arranged & inspection by yourselves in our depot & you were advised at that time there would be additional cost involved with this dissection process as this is clearly outside of the terms of the original agreement being $290. You provided a list of what items were to be dissected which our warehouse completed on the 6 July & we awaited your instruction with regards to a physical inspection by yourselves and subsequent details for the delivery to Darwin. The fee for this dissection of $290 is what remains outstanding.
From here we acknowledge things went silent on both fronts until Nov22. Come Nov22 we were back in contact with yr wife & she came in to complete the final dissection & we arranged delivery of those items on the 9 Dec22.
We did not receive the green light from you to ship your effects until the 12Jan23 & a booking request was made with the freight company. On the 18 Jan they provided us with 2 vessels we could ship yr effects on, the first not departing till the 4th February. The booking was secured and your effects finally dispatched.
While I do acknowledge there were a few months there that nothing was happening and we acknowledge for this, however this silence did not impact the shipping of your effects and only affected the items being dissected for delivery to yr wife as you didn't have the required import permit.
Our quote clearly outlines exclusions and involve additional costs and this was advised to you before we made any changes. it is worth noting we did not bill you any storage durig this period we held your goods while waiting to dispatch your goods due to your inability to secure the appropriate permit. We look forward to your settlement of the outstanding invoice for the extra services we provide to you outside of the original contract. Rgds

Reply from OSS World Wide Movers

Jun 13, 2023

Dear Chris,

We appreciate your feedback and apologise for the difficulties you faced during your relocation. Your move took place amidst the COVID lockdowns in New South Wales, which severely restricted the movement of workers between Local Government Areas (LGAs). Additionally, the US experienced unprecedented levels of port congestion and shortages of drivers and labour.

Based on the most recent correspondence we received from your partner after the settlement of your claim (for A$23,000 out of a total sum insured of A$65,000), we understood that all outstanding issues had been resolved. The last communication we received stated:

"Mark, thank you for the detailed info on the costing of the containers. This disagreement of ours was very well cleared up with this data, which I was trying to get from OSS for a while to understand the various cost components of our move. Given what you sent, we are satisfied with the final terms proposed. Mike, can you please send me the form or forms that I need to complete? Sorry for having lost the previous ones in an avalanche of email. It looks like we are a form or two away from having this finalized. Thank you for all of your hard work – Elaine"

To clarify, we would like to address the following points based on your comments:
Your move involved a large consignment of 120 cubic meters, packed into a 40ft and a 20ft container, and an additional 20ft container. Initially, the consignment was estimated to be 120 cubic meters, but you later informed us that the volume would be reduced. Therefore, we made a booking based on shipping a 40ft and a 20ft container only. However, prior to the packing dates, you informed us that you were unable to dispose of some intended items and that additional items would need to be shipped.

Wooden crates are rarely used by the moving industry for export consignments from Australia and were not included in the original quote. Instead, we provided Rebul Crates, which are award-winning packaging made of reinforced cardboard. These crates have a honeycomb design that offers greater shock resistance and ease of handling within the supply chain. They are widely used by museums and art galleries in Australia.
The discussions regarding crating before your move were focused on reducing the cost of crating. Various options were discussed, and on August 30, 2021, you clarified the items that should be crated and the ones that should be bubble wrapped. As a result, only three new crates were required, and you were charged accordingly for the crates used.

Your shipment took place in 2021 during the height of COVID-induced delays, port congestion, and increasing freight rates worldwide, especially to the US. This situation was extensively covered by the media at the time and can still be referenced. The volume of your shipment increased from 96 to 120 cubic meters. While the original booking was for a 40ft and a 20ft container, we advised you that amending or cancelling the booking could result in a loss of the booking and a significantly delayed sailing date with higher freight costs. Therefore, the booking proceeded as planned, and revised costs were agreed upon before shipment.

Considering the circumstances, the timeframe for your initial consignment was reasonable. Your effects were packed and uplifted on August 27, 2021, and the main consignment departed on September 27, 2021. The delivery of this consignment took place on December 6, 2021. However, due to the overflow consignment that couldn't travel with the original booking, it arrived at the US port on January 29, 2022. These challenges arose due to COVID restrictions, port congestion, and labour shortages in the US.

We acknowledge that your relocation did not go as smoothly as we would have liked, and we apologize for the difficulties you experienced. It was a challenging period to operate in, and we hope that the finalized settlement allows you to move forward with your life in your new home.

Regards

Reply from OSS World Wide Movers

Jun 13, 2023

Christina thank you for your feedback and whilst we always try to get it right first time we do acknowledge that sometimes things do always go according to plan and we did drop the ball on this one. We do apologise for this. After discussing the issues & meeting with you we were able to get all of these issues sorted out quite promptly & without any additional costs being incurred to yourself. After our discussion on the completion of the work I did appreciate your feedback that all the issues were all resolved. Once again apologise for the initial issues but thank you for the opportunity to work with you to resolve them to your satifaction. Best Regards Mark

Reply from OSS World Wide Movers

Jun 13, 2023

Dustin thanks for your feedback, however we must redress the inaccuracies you have put forward.
OSS did store & ship yr wife’s goods in 2017 via a shared container service to the US. In late 2017 following the delivery of the goods, it was identified that a couch & side table were missing. As soon as those items were identified as missing a series of investigations were commenced throughout the logistics chain to try & identify what had occurred. A shared container service involves the handling of your effects through multiple points including US Customs screening. If an item is missing the most likely scenario is that it has been mishandled/misplaced at some point, theft is rare to non-existent. The loss of items in transit is disappointing but extremely rare.
This message was conveyed to your wife at the time:
"It is perplexing when items go missing in transit as there are a series of checks in place, but all of these can come undone through simple human error. If an item is recorded as being loaded when it is not, tracing that item is difficult. If it has been subsequently moved to another location without record it is exponentially harder. This would always be unintentional but your frustration & confusion at the process is completely understood.
Luckily you purchased insurance cover with OSS so these pieces can be replaced to their insured values AUD6000 & 1000. It is likely these items will turn up but without a timeframe on this it is unfair to expect you to wait indefinitely. Rest assured if those items are located we will notify you & arrange delivery at our cost.
Unfortunately, Dustin, having valued & insured the replacement cost of your couch & side table at A$6,000 & A$1,000 respectively, you cannot later reasonably claim figures more than these values.
Your valuation of the couch & coffee table being worth over $15,000 doesn’t match your declaration of the replacement cost on your application. You seem to be saying the coffee table itself is worth more than A$9,200 which completely contradicts your earlier statement & the claim form submitted. $1,000 was declared on the insurance application, & $4,000 was claimed.
The facts of the matter are the goods consisted of 55 items & was valued & insured by you for a replacement cost of A$33,300.
The settlement figure of A$9,364 includes replacing the missing items to their full insured value.
Your claim has been protracted by the unrealistic demands being made. eg you have claimed your TV remote & HDMI cable were missing. The amount claimed for these items was A$4,200 to replace the TV against a sum insured of A$2,000. However, the replacement cost of the missing remote & cable is less than US$100.
Dustin, your claim has been dealt with promptly, yr claim was submitted Nov 17, an insurance assessor appointed, visited yr residence, & following their report, a substantial settlement offer was made on 4th Jan 8 for A$9,364 less the excess of A$200.
As you have claimed rodent damage it’s important to note your goods were stored in our Customs & Quarantine approved facility. Where as part of our licensing arrangements our facilities have rodent protection (bait stations) that are monitored quarterly by Rentokil. It’s unlikely any intrusion occurred whilst in our care. We note the assessor’s report your wife was sleeping during his visit. This meant the evidence of rodent damage, supplied by you to him, was photos of a bed base. We understand, you have expertise in this area as an animal control technician & identified the marks on the base, as being consistent with rodent damage. It’s curious to note the delivery paperwork did not record damage to the exterior bubble wrapping, as access to the bed in storage by pests would be through the external plastic bubble wrap.
Finally, we would caution you from making defamatory statements. We have acted in good faith & continue to do so. The settlement offer remains to finalise the matter. Rgds