First, in my past experience the company was a five star operation prior to 2021. This has not been the case for at least the past 12 months. You will not believe this: They lost a shipment that was sent to Medley, Fl on 12/7/21 and have not taken responsibility. The St. Thomas office continues to provide an "claims department email address and keeps refusing to provide 1) an update of any kind, 2) a contact person in the claims department or a manager in any departments name, 3) a claim number, or 4) a phone number of the claims dept. They only will tell me that the person does not work in St. Thomas. The customer service at St. Thomas Cargo is the worst on the island. I have lived here for over 4 years and saying it is the worst is a very tall order as our island is not know for excellent customer service skills. These guys have gone from above average skills to now having ZERO skills for some reason. No one in the office in St. Thomas seems to care and the leadership is nowhere to be found. The one or two people who use to be good seem like they are close to leaving and in fact the manager left over a month ago. The owners are clearly absent and not at the wheel of the ship. It appears the profit margins are very high and they will not held accountable to anyone. There is zero follow up. The St. Thomas office made me wait 30 days file a claim and when I did back on 1/7/22 they just took the paperwork and have done nothing. It took over a month more to get some general "claims department email" that told me they received it. Today is 2/22/22 and I have sent 12 emails to three different people asking for an update and all they can tell me is they do not have the $500+ package that I paid for in mid- November 2021. I called them from two different lines 3 -4 times a day for three days during business hours and not a single phone call was answered. I have received a busy signal and they conveniently do not have voicemail set up. When I go to the office they simply say either we cant answer the phones or that they are have a phone system problem. DO NOT CONSIDER FOR ONE MINUTE USING ST. THOMAS CARGO TO BRING ANYTHING YOU CARE ABOUT TO ST.THOMAS. THEY SIMPLY DO NOT CARE ABOUT YOU OR YOUR STUFF. I should also add that my friend told me today that he used St. Thomas Cargo to ship kitchen cabinets over a month ago and they told him that they received them in FL but can not locate them. We are taking about thousands of dollars of cabinets. This is a nightmare. After hearing this, I decided that it was time to some take action. I recommended St. Thomas Cargo to him over a year ago when they were a different company. This was a huge mistake on my part as you will see. The local people sit and do nothing. They do not even answer the phones anymore. They do not seem to know anything and look at look at their screens with blank faces. They blame COVID for all of their problems and say they hired new people who are going to start on some fantom future date. They also have no visible leader who is in charge. It really is this bad. I believe that some of these employees are good people who are frustrated that the company which is based in FL and owned by Paradise Freight leaves them powerless on the front lines. It is a shame that on this small island that people do not take the time to share their experiences when things go wrong because they do not want to "burn bridges". As you can clearly see, the number of customer reviews on Google+ in the most recent 12 months is almost nil and the scores recently are closer to zero than the 5 stars they used to be. I am not going to sugarcoat this. These guys to not deserve to have me as a loyal customer or you as a new customer anymore. I have decided to get contact the Attorney General of the Virgin Islands, Denise George as they have left me no other choice. Save yourself all of this wasted time, money and effort and use Tropical, Crowley or another companies who at least are reputable. I can not ""NOT RECOMMEND" them enough. read more
