Fed Up with Xend's Poor Service

Update:
If you're having problems with your shipments at Xend, scroll down at the bottom of the post for some contact info.

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I've been using Xend for a long time and have always been satisfied with their service, even with the  few missed pickups and super delayed tracking on their website.  The convenience of having items picked up at home at a cheaper rate compared to commercial couriers with cut-off hours (hello LBC!) made using their service tolerable.

My recent shipment and dealing with their unhelpful and useless customer service was the last straw.  I shipped an electronic item worth 10k within my same city and used a paper waybill.  The rider who picked it up said he does pickups for Xend and another courier and did not give me an official receipt (and even claims they don't give official receipts nowadays). Waited 24 hours for tracking to appear but the tracking number never appeared on their website.

48 hours had passed.

Tracking number not found.


???!!!


Where is my item?

Sent a dm to both their Facebook and Twitter and got an automated reply which annoyed me more.
Waiting 24-48 hours for a reply is very poor customer service!  I wouldn't be surprised why they were handling high numbers of inquiries because of their poor service.

I posted a support ticket at Zendesk and received a reply the following day asking for a copy of the waybill and the tracking number so I uploaded it onto the site.

No response.

Again.

They can't even track a paper waybill!

Even when I followed up asking for an update.

No reply.

Until now as I type this.

And they call themselves customer service specialists.  *sigh*


Want to know how I knew my package was delivered to the destination?
From the recipient, of course.  No help from Xend or that Henry or whatever his name is who claims to be a customer service specialist.

I imagine it would be way worse if it didn't reach its destination.  It wasn't even entered into their system!  And they didn't give an official receipt!


I will not be using Xend again.  You've lost a loyal customer.
I'm not surprised there are a lot of complaints on their FB and reviews online because of their very poor service.


If, by some chance, you've come across this blog and plan to use them, just don't. They're not worth the hassle.  For sellers & business owners, just avoid them completely.

Riders keep changing and some have even complained to me of bad management and poor pay that's why some have left. Tracking is sh!t and unreliable.  The website has bugs which have been unresolved for years. Customer service takes too long to reply. It shows you that they do not value their customers' time and will keep you hanging.


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UPDATE:

If you plan on using Xend, DON'T!  

If you have problems regarding your shipments, you can send an email to admin@xend.com.ph or bjorn@xend.com.ph (CEO) or call 09260780543 

Want to file a complaint against Xend at the DICT? Send an email with a detailed history of your complaint to info@dict.gov.ph and prd@dict.gov.ph or contact them here. Also send another copy to Mr. Marlon Fabricante (OIC for Postal Regulation Division of DICT) at marlon.fabricante@dict.gov.ph

Facebook group for Xend Customer Complaints [click here]


Xend's own employees air complaints against the company  [Youtube]
Channel 2's featurette on a customer complaint versus Xend [Youtube]