ComplaintsforCBI USA

• Initial Complaint

  04/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Delivered Jan 16, 2024 It was handed directly to a receptionist or someone at a front desk. Signed by: David. ****** ORDER # ******************* and delivery number # ********************** This package and others (purchased from various sellers) was supposed to be held for me by CBI until the pick up date. I came to pick it up on Wednesday March 27, 2024. On Wednesday, I arrived around 2:15 PM, all of my packages except this one were wheeled to me in a cart were. Before | could open all the boxes a man came and quickly scanned my receipt to obtain prove I had received all of my packages. After opening all my packages I this one was not there and they had closed. I also had a flight to catch I thought I would email them to pick it up on my way back thinking they had made a mistake and left my package out. I did not understand this was an elaborate fraud scheme they had just pulled on me. I want a full cash refund or replacement of the items which can be found on ****** before i escalate the case to court and the local sheriff.

  Business response

  04/27/2024

  Hello,

  This is David R********, owner of CBIUSA. ****** ****** arrived at our warehouse March 27th, 2024 at 2:15pm (15 minutes after closing).  We opened up and let her in.  I brought all her parcels to her and counted them in front of her (which is standard procedure for us to do).  She verified the count.  She opened all her parcels and left at approx. 3pm. After, I received an email from Ms. ****** stating she was missing a package, a black jacket.  I asked her for the tracking number so I could see if anything was left in the warehouse.  She provided me with the tracking number and I searched our system.  That number showed in our system as delivered and paid and signed for by Ms. ****** on March 27th, 2024.  She insisted that was the tracking number of the missing parcel, so I searched through our CCTV for the video of her opening the parcel.  In the video I can see Ms. ****** opening that package.  She looked puzzled when she pulled out a pair of black shoes (not the black jacket she claims should have been in that package).  She stated in an email that she never ordered black shoes.  I told her that this was not unusual for a shipper to make an error like this.  I advised her to contact the shipper and see if her black jacket ended up going to the person who ordered the black shoes.  In any case, we delivered all 29 parcels to her and currently have nothing in the warehouse for her.  

  Thank you

  David J R********

  Business response

  05/02/2024

  The accusations made by Ms. ****** are completely false.  I already told her that order numbers do NOT help us locate parcels. We need tracking numbers to find parcels.  The only tracking number she provided was the one ending in *****, which was the parcel already given to her.  She needs to provide another tracking number or numbers, for Order ******************* and for Order ******************. 
  Our videos do not record voices.  On the video we can see that you received and opened tracking # ending in *****. Please provide the tracking numbers for the missing items so we can determine if you received those as well, or we can see if they are here in the warehouse. It is also possible the shipper did not send them to you. If it is a shipping error, then you will need to take this up with them.
  In any case, these false accusations and slander of our character are unnecessary.  This can be easily resolved by providing the  information needed to find parcels.
  
  Thank you

  David R********

  Owner

  Customer response

  05/04/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 1. I hereby request  David R******** to produce an unedited video that shows Ms. ****** ****** receiving the said items from ******. That is 2 knives and 2 ******* Vitamin bottles and 6 blue BPA free glasses or issue refunds for the appropriated items. 2. The Theft is a term in law is used to describe a crime that involves taking a person’s property without his consent. As seen above the term thief clearly applies to David R******** documented to have received the ****** orders and shipping numbers: ******************* and for Order ******************* which he now refutes to not be the shipping numbers in a childish attempt to delay a resolution.3. My response to this criminal fraud scheme orchestrated by David R******** is to assure him I will not give up but ensure the police and law apprehend him and prosecute him to the fullest extent not only for theft of my items but also for other clients who have been defrauded by David R******** and his company CBI, we all trusted this man believing he would actually deliever to us our purchased items. Regards, ****** ******

• Initial Complaint

  08/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had two packages delivered to this location in April, 2022. The procedure states you must make an appointment to pick up your package(s). Walk-ins will not be accepted. When we entered the waybill numbers the systems says we have '0' packages selected. We have emailed them and tried to call them. The emails go with reply and the phone does not get answered. Our waybill numbers are ****************** and ****************** Any help would be greatly appreciated. Thank you

  Business response

  08/10/2022

  Good Morning,

  As it states on our website, our phone lines are not up for incoming calls. However, it also states we correspond via email daily and if this issue was emailed to us we could have explained and rectified the problem right away. The problem is:

  1. The customer did not use their account number on their parcels. When a package arrives to our facility without an account number, it goes in our computer system under the tracking number instead.

  2. It was sent in the name of **** instead of their registered name ****.

  If our customer enters the tracking numbers in our search field on our website they will be able to see they are clearly here. Since it's not in an account it won't let them schedule the appointment online... however they are welcome to come pick up anytime within our business hours M-F 10am-2pm and the last Saturday of each month 9am-1pm.

  Thank you,

  CBI 

  Customer response

  08/18/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Thank you for your assistance in this matter.  It has been resolved.
  
   
  
  
  
  

  
  

• Initial Complaint

  03/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Like another CBI customer who left a complaint here, I had several packages sent to CBI in 2020 before the COVID pandemic shut the border down. I have been unable to cross the border to pick them up, and have been paying the monthly storage fee since June 2021 when CBI started charging it. Between December, 2021 and January, 2022, CBI had a period where they did not charge the monthly storage fee, but the fee was reinstated for February 2022. I logged into my account in late February to pay the fee, but there was no amount showing. I logged in again on March 19, 2022, and again there was no amount showing. However, the site did show that my packages were "delivered" as of March 16, 2022, and the delivery note said that the ALL of my packages had been liquidated due to non-payment of the storage fee. I tried calling them, but their automated message says they are not accepting phone calls. I tried emailing them, but their website says that it may take 3-4 weeks to receive an email reply, and the automated reply that I received reiterates that due to COVID, it will take them a long time to reply to me. I have never received an email from CBI, except monthly to acknowledge that I paid them - and I have tried to visit their website's "COVID Info" section for updates as much as I can. I have a record of paying their storage fees and would be happy to continue paying their fees. However, they are not taking phone calls, and may take a long time to read emails. This is time that I do not have if they have just recently liquidated my packages. I need CBI to acknowledge my message, and I need CBI to tell me if my packages are gone, or if it is not too late for CBI to retrieve them. I wish that they had tried to email me prior to liquidating my packages. My wife and I have been loyal customers since they were located on Cudaback Ave, and this is the first hiccup that we have had with them. We were going to make an appointment in April when the border restrictions lifted.

  Business response

  03/21/2022

  Hello, the complaint sent to BBB, 3/19/22 was submitted the same day the customer emailed us the same issue. The email was sent on Saturday, which is non-business hours. The customers email was already responded to early this afternoon by CBI. Packages are automatically put in pre- liquidation status due to non-payment. We reached out to this customer ensuring them their packages are still here and available for pick up.. with an option of paying storage fees online the 1st-15th of every month. Please see email correspondence below. Although we don't have our phone lines back up due to staff shortage.. we are very diligent with our email correspondence. If the Mr. **** has any other concerns he is welcome to email us and we'd be happy to address any further concerns.Hi,Yes, it looks like you may have missed the last  month of storage, so the computer updated these packages to liquidated status. I have unliquidated your packages online so you can now view them on the website and schedule your pick up. You will have the option to pay your storage online the 1st-15th of every month. When you come in to pick up, you can pay any remaining storage fees that are due upon cashout.Thank you and have a great day!CBIEricaOn Saturday, March 19, 2022, 12:52:04 PM EDT, ******* **** <**********************> wrote:Hi again;I just sent the following message:I am so sorry. I completely forgot and just remembered TODAY (March 19, 2021) that I had to pay for February storage for four of my packages that have been at CBI since early 2020.I logged in today to pay the fee, but discovered that the four packages have already been liquidated.Is there any chance that my packages are still on your site or in your system? I am so sorry. I have been paying for storage since 2021 and I was going to schedule a pick up in May this year, I just forgot this one payment.Can you please help me?******* ****Phone: ###-###-####I forgot to include the package details:sent According to my CBI account, these four packages have 3/16/2022 as delivery dates and it says they were liquidated.Please help me. Is there any way that you still have my packages? I am so sorry for my mistake.Thank you,*******On Sat, Mar 19, 2022 at 12:39 PM ******* **** <**********************> wrote:Hello;I am so sorry. I completely forgot and just remembered TODAY (March 19, 2021) that I had to pay for February storage for four of my packages that have been at CBI since early 2020.I logged in today to pay the fee, but discovered that the four packages have already been liquidated.Is there any chance that my packages are still on your site or in your system? I am so sorry. I have been paying for storage since 2021 and I was going to schedule a pick up in May this year, I just forgot this one payment.Can you please help me?******* ****Phone: ###-###-####

  Customer response

  03/21/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My items have been returned to my CBI account. They were not liquidated as CBI's site had stated on my account on Saturday.In accordance with the details that they provided to me, I will log in on April 1 and pay the amount owing. Regards, ******* ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩