Dear Hank Lii Han-Ting, I'm disappointed to read of your experience online, rather than be given the opportunity to discuss your concerns personally. However, please allow me to respond in kind to your points on our service.
The original quotation was provided to you with urgency by email and was always subject to a pre-move survey. Our senior consultant, who as you correctly identified, is American, again, with urgency and understanding that you were pressed for time, fit you in for an appointment after normal business hours in the evening of 24th of January as requested.
Both during the survey and throughout the move process, it was explained in detail that alcohol is a restricted item and we highly discourage shipping it to the United States. The additional charges incurred that were explained to you prior to packing and that you reference in your review, are for customs duty and taxes on alcohol and are outside of our control as they are determined by US customs. We are only able to provide you with an estimate at the time of shipping.
The increase in charges are easily explainable by the additional services that you requested to be included in the quotation, which included an additional pick up of bulky items from a warehouse, including a bed that required handyman for assembly in your Singapore Residence. There was a 3.5% credit card surcharge for payment by credit card, which is clearly detailed in our proposal, an insurance premium of SGD 1,000 based on the declaration made by your self. The additional items added after the survey accounted for a small volume deviation from the estimate and were charged for fairly and per our proposal.
Pertaining to the delay. Unfortunately we are unable to dispatch container to the US if the US Customs forms are not completed satisfactorily. The shipment was also delayed per your request while you discussed the issues pertaining to alcohol with our US Partner, for which we waived storage and handling charges.
I'm sorry that despite our best efforts to accommodate your last minute requests, and Links and our US Partners best efforts to explain the procedures, you are still dissatisfied.
Please feel free to reach out to me if you would like to discuss further. Nick - GM Links Moving.
Hi Sophie thank you for your feedback and apologies you experienced frustration on the communication side of things with our sister company BaggageXS. Unfortunately, our cartons come in set dimensions, and we do not provide over sized cartons, as they are often too heavy laden for a single mover to move safely, and if too heavily laden, can be dangerous. For Baggage shipments, we provide S, M, L and Book Cartons.
Our insurance policy discusses USD currency as it is an international policy, and accounts for fluctuating exchange rates.
Once again, apologies if you had any issues communicating with our baggage department, please don't hesitate to reach out to me personally if you have any further queries.
Nick, GM, Links Singapore