LBC in Decline

 I'm old enough to remember when LBC provided expensive but very dependable service. In the past, if you wanted to be sure that something gets delivered and delivered on time, you trusted LBC to do that job.

Today, it is but a shadow of its former self. From limited customer service and unexpected fees, it is no longer the "hari ng padala".

Last year, when I sent something to be picked up at the branch, I was surprised to find out when the recipient was unable to pick it up, that I had to pay a delivery fee just to get back the package. 

This was not how I remember they used to do business in the past. 

Times are changing and the business environment is deteriorating rapidly.

In February, I decided to use their rush delivery service for sending a package from Manila to Mindanao. The promised 24 to 48 hours timeframe was not followed and in fact it took them 7 business days to deliver it which was the regular delivery timeframe.

I emailed them about it but never received a response.

In April. I decided to use the same service for a package from Manila to Visayas and it took them 5 business days to deliver. 

This time around, I decided to file a complaint with the DICT. Why is a huge corporation being allowed to collect premiums for a service that does not fulfill its promises? At the very least, shouldn't they have a proactive system that allows clients to get a refund for the rush delivery fee that was collected?

I was very disappointed that LBC did not receive the feedback I gave them in my email. Instead, they simply asked me what I wanted from them and told me okay, we will refund the difference paid for the rush delivery service. That was it. Not even an apology!

In other words, they don't care that a customer is bringing this matter to their attention so that they could resolve it.

In other words, they do not have plans on doing anything about it.

Since I had to check out DICT's website to find out how to file a complaint against LBC, I saw this interesting graph.

As evidenced by this graph, LBC is no longer the institution that it once was.

Filing a Complaint against LBC

Initially, I filed a complaint with the DTI but was informed that DICT is the one that has jurisdiction over courier companies. If you want to file a complaint against LBC or any other private courier companies, just email DICT at 1326@dict.gov.ph.