Garudavega Courier Services — Gross Negligence

I am writing on behalf of my family to submit the attached Formal Consumer Complaint (Tracking ID:[protected] regarding extreme service negligence and a total communication failure by Garudvega Courier Services, NexGen Logistics Pvt. Ltd. This case involves a severe breach of contract, as the failures experienced are completely unacceptable for an Express Air Courier service.

This case is not merely about a delay; it is about a systemic failure that caused financial loss and distress.

Summary of Critical Service Failures:
Breach of Express Air Courier Contract & Avoidable Transit Delay: The package was provided to the franchisee on October 13th. The franchisee assured dispatch the next day. Instead, it remained stationary in Mumbai until October 16th (a 3-day, avoidable delay)—an unacceptable timeline for an Express shipment. The franchisee's false claim that the tracking system often shows delays directly contradicts the reality that the package was physically held for 72 hours. (Note: The original shipping address documentation listed the city as Karvir due to Aadhar card information.)

Critical Documentation Failure: Neither the Garudvega franchise owner nor the central team made any attempt to determine why the package was held at US Customs. My sister (located in the US) had to proactively call Customs and FedEx herself to diagnose the cause: missing "Prior Notifications of Imported Foods." Despite subsequently attempting to contact Garudvega through all official channels (app chat since Oct 20th, US phone lines, and follow-up emails) with the specific customs details, we were met with silence and zero action.

Forced Executive Escalation: The situation only moved when my sister was forced to bypass all official channels and contact the CXO Satish Lakkaraju directly via LinkedIn. This proves the standard customer support infrastructure is non-functional.

As a direct result of these extended and preventable delays, the perishable food items in the consignment have spoiled, leading to a complete financial loss for the contents. Even though the package was finally released from Customs on Friday, 7:48 am EST, it remains undelivered two full weeks after the Express Air Courier service was booked. The cumulative failure—from the initial 3-day Mumbai delay to the critical customs error and the total breakdown in communication—constitutes gross negligence.