LBC Express
Reviews and Complaints

Please teach your riders from lbc baguio to have some manners! Knocking at someone's door doesn't mean banging too loudly as if it was an emergency call! My husband and I are on a night shift! We have a newborn as well! This is the second time that someone slammed our door too hard! If only I have the strength to get up I would slap that rider on his face! Have some decency to knock properly at someone's home!

To whom it may concern;

Dear maam/sir:

Nais namin ipaabot ang aming reklamo tungkol sa package na pinadala ng nanay ko. Dahil nakabukas ito sa baba at nawawala ang cellphone na pinadala nya na iphone7. Sabay pinadala ang box pero magkahiwalay na dumating. Ito ang unang pangyayari na naranasan namin ito sa inyong kumpanya. Sana matugunan at mabigyan ng aksyon ang aming reklamo. Maraming salamat. Have a good day!.

Katrina D. Paguio.

November 6, 2019,

I am wondering why in this age of technology your company does not accept landline number of the consignee as the contact information?

I am in the US right now. We are beating the deadline of an Insurance Company based in Makati, that's why I asked my daughter to send the documents through your LBC, Ground Level, Travelite Express Hotel corner Shuntug Road, Baguio City, 2600, Benguet, Philippines. The envelope was not accepted by your staff - and the reason why - the contact information of the consignee is a landline number!

Let me remind you of the following:

1- Legitimate and established companies use landline as their contact numbers because the reason may be is to show that they are not fly-by-night companies, that they maintain an office, that they have a landline number that, unlike mobile number, cannot just be changed overtime by using a new SIM card - is it not profitable for your company to serve this niche market (those using landline numbers as their contact info), or is your company profitable enough to need not cater to this market?

2- In today's technological age, there is a seamless connection between mobile and landline - it seems you do not want to grab the opportunity that technology offers - or do you think you are big enough that it should be the customers who will adapt to your rigid policies?

2a- I was thinking about the reason why you are very rigid with your policy of not accepting landline number as the consignee's contact information. In fact, we are willing to pay extra charge just for your delivery personnel to contact the consignee from their mobile phone to that office's landline number? You should be giving your customers options in this regard.

Sana kung magbibigay po kayo ng no. Tatapusin nyo kasi naexperience ko 5 cut off nila nagextend sila ng 5:30 tatlo na lang natitrang no. Di pa nila inintertain sana tinapos na kasi 2hrs mahigit nagantay mga tao sana maintindihan nyo naman naiintindihan naman namin na may cut off pero sana limitahan na yung pagbibigay ng no. Kung alam nilang malapit na cut off kasi expectes ng mga tao eg tatapusin sila kasi ngbigay ng no. Lbc lancaster po ito

Here's my tracking number: [protected]

I am writing to follow-up on my request to return my item from Bayanan Muntinlupa Branch to my local branch here in Caloocan and my refund.

I have already told what happened to my local branch and to the staffs in your customer service hotline. I even talked to a supervisor named Anne Enriquez who could not do her job properly.

So to anyone reading this, FOR THE NTH TIME,

I shipped the item last October 23, 2019 for branch pick-up in Bayanan Muntinlupa. The expected arrrival on the branch is on October 24, 2019. It was a costume meant to be used on October 25 for my client's event.

24 October 2019
As per your LBC Track and Trace, at 05:16AM of October 24, the package arrived in Muntinlupa. My client and I were monitoring when it will be available for pick up within the day as it says in your transaction slip that Pick-up Date is October 24. At 08:57AM, it said in your tracker: "Ready for delivery: Please expect delivery within the day."

When the receiver came to the branch around 5PM, the staffs in Bayanan branch told him that the item is not yet in their branch and it will not be available for pick-up until the next day at 11AM. Imagine how my client reacted to the situation when her son was supposed to attend an event which will start at 7AM the next day.

25 October 2019
My client was clearly mad and disappointed as I was and since they would not be able to use the costume for the next day's event, I called my local branch and customer service to have the item returned to the origin branch.

My client threatened to post negative things on social media and post my page in different groups for bad review. But this poor handling of item was entirely LBC's fault.

On this same day, I called the customer service and told them to expedite the process of my item's return and give me a refund since they were not able to deliver the package on the expected date. All they can say to me is that the item will still be in Bayanan branch with the risk of my client retaliating by claiming the costume that's why I asked them to have it returned because the item is not safe until it leaves Bayanan branch.

I was able to talk to Anne Enriquez, the supervisor, who told us that she will expedite the request for the return and the refund of my costume. My mom and I asked her to have the item returned by Saturday at the latest and she said she will escalate the request. I also called my local branch to inform them about my request with customer service.

26 October 2019
I called my local branch to follow-up if my item is on its way back to the origin branch or if they have any reports on the whereabouts of my item. But the only thing they told me is that the item is still in Muntinlupa.

Since there was no movement on my request, I called the customer service again for the 4th time to follow-up while I was also being lambasted by my client on my personal contact number and Facebook page. I was talking to a staff and I ask her if she could put me on the line with her supervisor Anne Enriquez, and this staff told me that all supervisors are busy at the moment. So I explained to her again my dilemma.

THIS STAFF told me that I have to get a complaint ticket from my local branch before they can process the return of my item and refund. THIS WAS THE FIRST TIME I HEARD ABOUT THIS TICKET THAT APPARENTLY I STILL NEED TO GET. I was frustrated by this time and asked for the staff's name, LO AND BEHOLD, IT WAS ANNE ENRIQUEZ I WAS TALKING TO ALL ALONG. I talked to her the previous day and she did not mention any request of ticket on our part. To think that she is a "supervisor" who is expected to be more professional than her staffs. NICE TRY ON MAKING A FOOL OF YOUR CLIENT, Anne Enriquez.

DO YOU THINK YOUR CLIENTS ARE STUPID?

As of today, November 5, 2019, my local branch doesn't have any idea on the whereabouts of my item. IT HAS BEEN 14 DAYS since it was shipped. That item could've been available for rent but due to your poor management you can't even deliver the item to appease your disappointed client.

Instead of prioritizing the item's return and refunding the expenses to show that you care about your customer's satisfaction, you focus on finding out which branch to blame first.

Why don't you start living up to your tagline "HARI NG PADALA".

All I got from this transaction were disappointments after disappointments.

Shame on your Customer Service Team, the branches involved and even the delivery man responsible for the package for this terrible experience.

I ordered an item online and the seller sent it via lbc. The seller updated me that the rider texted her that he already dropped the parcel at Mplace Condominium LBC BRANCH, QUEZON CITY since my condominium does not allow, as per their company policy, the dropping of parcels in our mailbox. I immediately checked the item. One of the staff did not immediately attended to my need because she is constantly at her cellphone. It took her a few minutes before she realized that I was there waiting for my name to be called. I told her that I was informed that the rider already dropped my parcel at their branch. She immediately told me that it is still on its way. I told her that the rider insisted that it was already dropped at their office. She again denied the said fact.

After that, I informed the seller regarding the incident. She immediately contacted the rider and clarified if the item was already dropped at the office. The rider affirmed such fact. I went again to the LBC branch. Right after entering their office I immediately saw the parcel right beside the staff to whom I inquired my parcel earlier. I approached another staff. I told her that I inquired earlier regarding my parcel but one of their staff said that it is still on its way but the rider said otherwise. She asked for my surname and upon hearing the same, she immediately pinpointed to the parcel placed at the desk of the earlier mentioned staff. I told her that I inquired this morning regarding that item but one of their staff told me that it is not yet delivered. She retorted rudely that they have just received that item this afternoon, contrary to the facts stated by the rider.

When she is about to give the item she threw it over the counter without muttering any word.

Last oct. 28, nakareceived ako ng text sa bdo na for delivery na un card ko at nagbigay ng tracker no. Pero nun chinicheck ko sa website no item found lumalabas.

Ng magtry ako ng mga sumunod na araw nagulat ako na ang status na ng shipment at naforward na sa shipper?!
Nareceived ko un text ng oct. 28 pero oct. 26 pa lang sa inyo hindi na malocate un address ko?! Anyare!

Nov 2, 2019, LBC Balamban Branch was open that day, so we decided to pick up the package hence the track stated that arrived in Balamban. When we already inside to ask about the package, the teller/employee said "Sir, i can not entertain about COP because I only entertain, documents, passports and papers. The assigned person intended for that task is not around and on-leave. He'll be here on Monday." So, we decided to go home and wait for Monday.
Monday, November 4, 2019 Around 1PM, my partner went again to pick up the package, and you know what she(same employee) said to my partner?
She said, "Sir. the person assigned for COP is not around, 'ni lakaw man to sir. wa ko kahibaw asa.'" Their duty hours but not around. My partner asked if what time or how long her co-employee arrived, she just said "I do not know".
Is that how to entertain customers?..We are busy people and that is not the only agenda we make/do in a day. It takes a lot of time.
My partner waited for more than 2 hrs there to wait for her co-worker arrived.

My point is: is there specific person assigned to specific job? what if that person is not around or on-leave? and there is important documents or whatsoever that needed the customer badly? what the others will do?... just wait for that specific person to do the job?..but to think, there are only 2 customers (including us) waiting, last saturday november 2,
Be flexible Maam in LBC Balamban Branch.

This is Roberta Castro Delosreyes. I sent a box intended for my brother Cesario Boy Castro Jr. at 6th Street Casmor Subd phase ll Mabiga, Mabalacat Pampanga Philippines on April 9, 2019.

Apparently upon following up, I was told it was delivered and received last October 10, 2019 under tracking #[protected]. Please send us the proof of the delivery receipt. My brother told me he did not receive this box as of November 2, 2019. Please email back this proof of delivery receipt to my sons email address [protected]@gmail.com

Thank you,

Roberta C. Delosreyes

Hi po, this is Bianca Marie Lastra... Itatanong ko lng po kung bakit biglang naging ganito... Kahapon po kasi (October 31, 2019) around 1:41 pm sabi "Ready for delivery. Please expect delivery within the day." pero around 1:50 pm, bigla pong naging "Shipment issue. Please get in touch with us through our official customer care channels." Bakit po ganon? Makukuha ko pa po ba yung items ko? [protected] po pala yung tracking number ko... Salamat po...

The item was supposed to be delivered by 28 of October but it is already 31 and no parcel was delivered. It was supposedly a door to door transaction but apparently I was informed that my area was out of coverage for the delivery when I personally went to the LBC branch to ask for the item. They said that the LBC Express will automatically send me a message when they receive the item, but I received no message that the item cannot be delivered and I have to pick it up. No one informed me and it is very inconvenient to personally walk in their branch to ask for it since it is quite a distance from my location. I hope you have a better informing system so it wont incovenient the customers.

This is for the worker assigned in Gaisano Savers Mart Basak Lapu Lapu City Cebu, she doesnt smile, she acts like a boss, I went to pick up a package dropped by the delivery guy for me to that branch because I wasnt at home when he was about to deliver it, when I was inside, she asked me in a rude tone of voice, when did the delivery dropped it, I informed her the date and she asked for my ID, I gave it to her and when shes done, she just put my ID on top of the table without saying anything and didnt even say thank you ! Overall, she's rude, that was today, October 30, 2019, whoever that woman or worker is, she should have an orientation about good customer service !

The LBC text me to claim the payment on my cop items but both two branches here in Harrison and buendia Harrison told me that your system is offline. What is the purpose of your text message if I can't claim my money? I just wasted effort and money in transportation going back and forth from different branches. Please do an immediate action to this. Thanks!

Good day! I just want to make an official complain as well as a follow inquiry regarding my remittance to account (BPI)transaction last friday Oct 25, 2019 at LBC Mansilingan branch, Bacolod city. I haven't receive my money in my account until now (3 working days).
I already asked the same branch last saturday and was told to wait but until now I haven't received any notification.

I informed them that maybe they need to make a correction.The account number written is correct but the account name written was in my married name(my maiden name is my account name).

I already made an email regarding this to your customer service.hoping for a prompt response.

Attached here is my official receipt.

Thank you and best regards,
Joannah Christine Decena Seares

The item was perishable and supposed to arrive before October 9. I tracked the item and October 5, its already in Batangas. Expected tobe delivered on October 7 and 8. The receiver will go back abroad already. Contacted facebook team so many times and explained they have to deliver the item as soon as possible. They only gave promises but they did nothing and started to neglect my messages. The receiver itself went to the office to explain the situation and personnel said it will arrive october 9 afternoon. Receiver cannot claim since her flight is Morning of October 9. There was really no prompt action. I emailed LBC Oct 15, stating the parcel receiver is already abroad and should return the package to sender. Received response Oct 20 and said they will do action. Emailed again Oct 28 and asked why i cant track parcel anymore, i received reply Oct 29 saying they disposed it. Why didnt they sent messages to the sender that they will dispose it if unclaimed until a certain date? And what's the use of the email i received October 20 if they wont make an action? This is really disappointing. How can you dispose the item, how can you just dispose the money we spent to buy and send the product? I hope action will be done.

Money was sent october 3. Address was accidentally mistaken my mom went there to follow up since money is intended for a very important reason. After a week no update was given. From then my mom kept on updating.. no update from them. I called them today they said they have requested an sent an email already but still no reply up until now.

We need the money to be sent ASAP if it can be sent please make a way to return it ASAP

LBC, can you please give proper training to your employees. Please do employ people who are oriented to customer service because basically your business is providing services. People at the front desk were lazy (mostly b**l[censored]). They were not entertaining customers properly. For your information, most (not all) of your front desk employees were unapproachable! Ang susungit! It's natural for us customers to ask questions and they always attend us impatiently. I'll drop a branch name! Replace those people in LBC Balagtas (Pandacan) branch. They were not answering my questions like I wasn't there. It feels like I'm invisible (and please don't get me wrong cause there were only 2 customers that time. Me and the other lady so don't think they were busy that's why there weren't answering me). I was thinking if they were paid well. If yes, then replace them with better employees cause they were not doing their job. Or if you can't do that, I suggest you to conduct customer service-oriented training to improve your services and your employees' performance. Number 1 padala pa kayo ng lagay na yan ah. Don't take that for granted, maraming naglalabasang courier these days, baka ma-replace and papaging number one nyo just because of your employees. You have a brand to protect, teach your employees to protect your name as well!

The male staff disrespectfully tossed my money and paper to me. Very rude. I followed the S. O. P. which to get a number and fall in line. I'm pregnant so i was really waiting for my turn. When it was my turn the rude male staff called in the senior citizen instead of me. (The senior man was polite and strong.) I was ok with it. I got annoyed but kept quiet and just didn't make any facial expression. But when I finally got my turn for some reason he decided to be rude to me. The male staff was very aggressive and I feel threatened to go back to the branch. If this happens again, I will raise another complaint.

Oct. 20, 2019 afternoon my husband sent a package for our baby, then he said there's problem with the connection, it is offline so he couldnt get the control pin as the staff said they will process it and will send him the kptn so he did leave a contact number and he leave the branch coz he has some works to do. But then at night something happen to our baby, and our baby got hospitalized he travelled immediately to our province at 3:00am. Everyday I keep asking him where's our package. So he said he will check it what happens when he comes back to cavite, then he travelled back to cavite by hhoct.25 in the afteroon, he arrived at 3:00am oct. 26, but unfortunately he haven't time to make some follow up yesterday coz of work. So today, he came by at the store just to be told that the staff he have made the transactions with is not there at that time, and come back later. But, I receive a message from that staff saying that he was absent today. And he will process my parcel tomorrow. For 7days how come he did not process my parcel!? What a lazy staffs!

Sir/Madam,

My name is Hilda Rose and I want to voice out my dissatisfaction about your companies poor communication and service. I called for a pickup for my 2 large boxes to be sent to the Philippines and I was scheduled after a week when I called. The office scheduled the pick up on October 26, 2019 between 10am to 2pm on that day. I cancelled all my errands and stayed home to wait for the pick up staff to get my boxes. I started waiting 9am and by 130pm I called the office and a woman answered that I was not on the manifest list. How can I not be on the list when I called 10/25/19 and I was told it was confirmed. The woman told me she will talk to her manager and will call me back. I did not get any phone call so I called the office and the Reno office at 3pm 10/26/19 finally answered. I asked what happened why my boxes were not picked up and the guy said that the staff assigned to pick up the boxes called in sick. I was mad because of the conflicting answers I got between the woman and the guy. This is my very first time using your company for sending balikbayan boxes and this is my bad experience. My reference number was 2998800. I am so very frustrated about this initial experience with your company. The guy reescheduled me for 10/30 between 10am to 12 noon. I will still go with the plan but this may be the last that I will send boxes with your company because of the inconsistencies of the reasoning of why your staff failed to do the service to me. Hope this will not happen again to your other customers. Thank you for paying attention to this complaint.

Hilda Rose (email=[protected]@yahoo.com)

1055 Tudor Ct.
Reno Nevada 89503