Reply from International Sea & Air ShippingOct 13, 2025
Dear Sierra,
We are truly sorry to hear that your experience felt stressful, and we appreciate the opportunity to provide accurate context for future customers reviewing your post.
From the very beginning, your estimate clearly stated that pricing was valid for departures within 30 days of the quotation date. You were initially quoted in March for a possible spring shipment, but your actual booking occurred several months later, after ocean carrier rates and fuel surcharges had increased industry-wide. These cost changes were explained in writing prior to shipment and are standard practice across all international moving companies.
The mix-up you referenced involving another family with a similar surname was an isolated clerical error, and our operations manager immediately called to clarify and apologize — it was resolved the same day, and no part of your shipment was affected.
Regarding your pickup schedule, your move date was impacted by vessel timing adjustments and container availability, which were outside our company’s control but communicated to you promptly each time. We understand how disruptive that was and did everything possible to complete your loading before your move out date.
The shuttle charge was not applied arbitrarily or contrary to promises made. As noted in your signed agreement, shuttle service may be required if direct access is limited or if scheduling does not align with the vessel’s assigned loading window. Since your contract was based on a live load, your sales representative advised and explained the actual date was contingent on the booking which meant flexibility was required. In your case, the container had to be loaded via our warehouse since you had a firm move out date with no flexibility. The charge includes handling into and out of the warehouse, reloading into the container, and temporary storage — a multi-step process that is both labor-intensive and costly.
As for your delivery address, our records show that the change was made after your shipment was already in transit. Your contract was quoted based on costs to a specific city, and the new address was in a completely different area. The corresponding mileage charges were itemized and explained extensively prior to delivery. The invoice total of approximately $600 received from our destination partner included standard destination port charges, which were clearly noted in your documentation as not included in the door-to-door quotation. The address change itself accounted for $350, after a deduction we negotiated on your behalf with the local agent. Even so, your new address was serviced promptly once the container cleared customs.
We regret that some items were scuffed in transit, though thankfully the majority arrived intact. All shipments travel thousands of miles by sea and are handled by multiple port and customs authorities; minor surface wear can occur despite professional packing. Customers are always encouraged to file a written claim for review under their selected coverage.
Finally, we want to address the suggestion that our team avoids accountability or transparency. Every customer receives written documentation, copies of the signed contract, and open lines of communication with our staff. Phone calls are used to clarify time-sensitive updates, not to replace written correspondence.
We acknowledge that this relocation did not meet your expectations, but we stand by the fact that all services, adjustments, and communications were consistent with your signed agreement and international moving standards. We wish your family the best in your new home and remain available should you wish to discuss your claim further directly.
