Icl Express — Subject: Complaint regarding delayed international shipment, poor customer service, lack of transparency, and request for delivery

Address: Door No: 26-5-21, G.S. Raju Street, Opposite Red Cross Blood Bank, Gandhi Nagar, Vijayawada – 520003, Andhra Pradesh

Website: iclexpress.in

To:
The National Consumer Helpline
Department of Consumer Affairs, Government of India

Respected Sir/Madam,

I wish to file a formal complaint against ICL Express regarding the prolonged delay and non-delivery of my international parcel from India to the United States, despite paying for priority courier service and making repeated attempts to resolve the matter.

Shipment Details:

Courier Company: ICL Express

Origin: Gandhi Nagar, Vijayawada, Andhra Pradesh, India

Destination: 826 Newark Avenue, Jersey City, NJ 07306, USA

Package Weight: Approximately 10 kg

Airway Bill/Forwarding Number: [protected]

Last Tracking Update: October 16, 2026

Estimated Total Cost: Approximately ₹30, 000, including the parcel's contents and courier charges.

Details of the Complaint

My parents sent me this parcel for a special occasion, containing personal items that are important to me. The courier staff inspected the contents before accepting the shipment. However, the parcel remains undelivered, with no meaningful tracking update since October 16, 2026.

For the past 10 days, I have repeatedly called and messaged ICL Express, requesting the parcel's location, the reason for the delay, a copy of the customs report, and the New York branch's contact details. My messages have been ignored, and my repeated calls have not resulted in a satisfactory resolution.

I also called the US contact number listed on the company's website, but the number does not connect in the first place. Despite my persistent efforts, no one from the company has taken the initiative to provide clear information or resolve this matter.

The representative forwarded emails exchanged between the Vijayawada and Hyderabad branches and said they would coordinate with the New York branch. However, I have received no verifiable proof of meaningful progress. Furthermore, UPS tracking indicates that UPS has not yet taken physical possession of the package.

For approximately 10 days, I have repeatedly been promised same-day delivery and told that compensation would be provided if the parcel was not delivered. Yet, the parcel remains undelivered, and no satisfactory resolution has been offered.

I am particularly concerned that the contents may be damaged or spoiled due to the prolonged delay. These items were sent by my parents for a special occasion and cannot necessarily be replaced. The lack of communication and accountability has caused considerable distress, inconvenience, and wasted time.

No customer should have to repeatedly chase a courier company, face ignored messages, encounter unreachable contact numbers, and receive unfulfilled promises simply to find out where their parcel is. Customers pay for a service expecting reliability, transparency, and accountability. I request that this matter be taken seriously so that other customers do not have to experience the same situation.

Resolution Requested

I respectfully request that the National Consumer Helpline:

Facilitate the immediate delivery of my parcel and obtain written confirmation of its current physical location.

Require ICL Express to provide the available customs report, shipment records, and a clear explanation for the delay.

Require a written response and a definite delivery timeline instead of further verbal assurances.

Seek an appropriate refund of the priority courier charges and fair compensation for any items damaged or spoiled due to the delay, subject to applicable terms and law.

Seek appropriate compensation for any proven loss and other legally recoverable damages resulting from the deficiency in service.

The estimated combined cost of the parcel's contents and courier charges is approximately ₹30, 000. I am seeking the safe delivery of my parcel and appropriate compensation for any damage or spoilage, in addition to any applicable refund or other compensation.

I can provide the courier receipt, tracking screenshots, branch emails, and records of my repeated attempts to contact the company.

I request that my grievance be formally registered and that appropriate action be taken to ensure accountability and a timely resolution.

Yours faithfully,
Harshita Puli
Contact Number: US : +[protected] / IND : +91 [protected]
Email Address: [protected]@gmail.com
Date: October 28, 2026