StackryReviews 21,057

Hello Martin, appreciate you taking the time to leave some feedback, and I'm sorry this was your experience with this shipment. I'd like to take a moment to address what you've described as bad customer service. I took some time to review your communication with the customer support team regarding this shipment. I think it's important for us to distinguish the differences between receiving bad customer service, and receiving appropriate customer service wherein the service provided did not result in the desired outcome from the customer's perspective.
I can confidently, objectively say that the support the agents provided was appropriate, adequate, and constructive. You made an inquiry regarding some clarification on the shipment and the problem with its contents, which was met with reason and educated replies. To say the customer service was bad simply because those replies were ones you did not want to hear is reckless and unfair.
Yes, I have to say that it looks as though you arranged and completed a previous shipment containing the same items that were stopped this time around. That is indisputable. Our representatives acknowledged this as well, offered further explanation, and apologized for the oversight on the previous shipment that led to the situation. To hold those individuals responsible for that oversight is irresponsible, as they would've had no hand in that process.
Sound reasoning was provided across the board from our team during the correspondence, along with specifics for further clarification. Had the support been rude, or inaccurate, or unhelpful with reaching a resolution, then I would agree with the claim of bad customer service. We respect your decision and right to ship and do business with whoever fits your needs the best. I'm more than happy to discuss this further with you if you'd like, and would ask that you email in to [email protected] to the attention of Ryan to do so. Enjoy your day ahead and take care!

Hi Atanas, thanks for your feedback! I took a look into this, and found that you have just this one shipment from your Stackry account, so I understand you may not have been familiar with the rules and regulations that come with shipping hazmat items internationally with a forwarding service. Further, I haven't found any history of communication between yourself and our customer support team, which to me suggests that it's a matter that was not inquired about with our staff to allow us to offer an explanation.
Without going too in-depth here, there are particular rules and regulations in place when it comes to the preparation and handling of items classified as hazardous or dangerous goods for international transit that we, as a forwarding service, must adhere to. This includes certain materials being used in the packing process. In addition, we have some partner carriers who will not accept and carry hazmat shipments, while some will, but the destination country can impact which carriers may be available options, too. The sum of these things means that one could generally expect to have to pay more for a hazmat shipment, compared to a non-hazmat shipment (though that wouldn't be the case 100% of the time by any means).
We actually have a page on our website dedicated to the topic of hazmat, which can be found here: https://www.stackry.com/hazmat
In addition, we have a pricing page that can be found here: https://www.stackry.com/pricing
Feel free to check those pages out to acquire some more information on those subjects. If this is something you'd like to have the opportunity to discuss further I'd be glad to do so via email. You're welcome to email us at [email protected], and if you put the email to the attention of Ryan it will be directed to my queue. Thanks, and have a great day ahead!