I am writing to share a completely unacceptable experience with Garudavega and UPS that resulted in my family's package of perishable food being ruined. This is a detailed account for anyone considering their services for international shipments.
On July 28th, my mother booked a package from Bangalore, India, to Windsor, Canada, through Garudavega. We explicitly informed them that the package contained perishable food and requested a 2-3 day delivery, a timeframe they previously met when they used FedEx (with cold storage).
The service this time was a complete failure from start to finish:
Garudavega's Delay: Despite booking on July 28th, Garudavega only handed the package over to UPS on July 30th at 10:00 PM—wasting two full days of the critical delivery window for perishable goods.
UPS's Delays: The package was then held up in Koeln, Germany, for an entire day due to a flight delay. With the weekend and a provincial holiday, the package was not delivered until August 5th.
Hidden Brokerage Charges: I was forced to pay a duty charge of CAD 52. However, upon reviewing the invoice, it was clear that CAD 35 of this was a UPS brokerage charge, not customs duty. Garudavega's customer service incorrectly insisted it was all customs fees.
Ruined Goods: When the package finally arrived, 4 kilograms of food out of a 15 kg package were completely spoiled. The box was not even slightly cold, confirming that it was never placed in cold storage during its lengthy, eight-day journey.
This is a clear case of negligence. Both Garudavega's and UPS's failures directly led to my package being ruined. Garudavega's customer service has been unhelpful, and I am demanding a refund for both the spoiled goods and the undisclosed brokerage fees.
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