Bongo International
BongoUS Lost Parcel

Its now January. Since October I have been in correspondence with Bongo International regarding a missing package (valued and insured with them at over $650). I first noticed a problem when Bongo's postage tracker showed my item as being delivered, when it hadn't.

I contacted Bongo international on the 2nd October and had a response from (Ashley D), who confirmed that DHL had left the package at the address without getting a signature (which is required). I reiterated that I had not received the package and was told by (Ashley D) 'I have contacted our DHL representative regarding this to open up an investigation. Once I receive more information, I will let you know. If you have any questions in the meantime, please let us know.'

DHL called me that day, and agin I told them exactly what I had told Bongo. I had not received nor had I authorised anyone to leave the package at the delivery address.

On the 11th October Bongo finally got back to me and told me I had to make a claim with their claims department (Lauren C). Which I did immediately.

On the 29th October (Lauren C) emailed me to confirm the claims department had received my documentation and would take appropriate action.

I waited, on the 28th November I contacted Bongo International and asked for an update. (Timothy Cunha) responded 'Richard, Due to the recent hurricane sandy and the past weeks holiday we are experiencing some delays. Please bare with us as we plan on having all issues resolved by the end of the day today'.

I waited with understanding, on the 6th December I asked for a further update to my missing package. (Sade S) responded 'Hello Richard, I do apologize for the delay in processing your claim. Our claims department is working diligently to get through all cases. Please note that due to the hurricane, renovations on our warehouse and the holiday we are have been back-logged in processing. Our claims department will contact you as soon as they have an update. Regards!'

I waited, on the 17th December I contacted Bongo International and asked for an update. (Estefania P) told me 'I can also see that our Claims Department is reviewing the information you have sent and you should be contacted shortly. If you have any additional questions in the meantime, please let us know. Thank you'

To date I have not had any further correspondence with Bongo international, expect from my bank to say each month they have taken $15 in membership fees and from Bongo to say they have an item waiting to be posted (which should have been in the original package), they will be charging me for storage if I do not send the item! I dont believe my package was actually sent. It consisted of $650 worth of Ralph Lauren Clothing, which has magically disappeared. No one at Bongo can give me an answer nor can they finalise my insurance claim. Should it really take this long?

Company: Bongo International
Country: USA
Site: bongous.com

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