Contour Logistics Inc

Reviews

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1. J

   Jerzy H.

   Source: MoveAdvisor · Washington Depot, CT

   16 Sep 2018Partial movePaid EUR 2,400

   Moving goods from Portugal to USA.

   Everything went smoothly in Portugal but we had no choice over delivery from the ship to our home in Connecticut. When we read some negative reviews of Contour Logistics, that was a designated mover, we were frighten. It was a nice surprise: contacts were professional. emails responded promptly, all questions answered. Yes, there was some delay in delivery but they do not control customs and other logistics. Finally the furniture was delivered by two most pleasant and cooperative men we ever encountered: smiling, eager to help, professional in what they were doing . Many thanks for the job well done. Five stars!

2. K

   Kimmy T.

   Source: MoveAdvisor · Clarksville, PA

   1 Jul 2017Partial movePaid £3,500

   Moving couldn't have been any easier.

   Outstanding service! My items arrived yesterday and we were thrilled with the way the company kept in touch regarding delivery dates and times. I was most impressed by the two gentlemen who delivered the goods and were not only swift and extremely respectful but also very professional in handling our items. We can't praise the company enough.

3. N

   Nick L.

   Source: MoveAdvisor · San Francisco, CA to Melbourne, VIC

   31 May 2017StudioPaid AUD 9,000

   Moving belongings from San Fransisco to Melbourne, Australia.

   My experience with Contour logistics was fantastic. Alex, Julia and the whole team were very professional and great to work with. All my questions and emails were answered promptly.From handling the packing of my items to shipment, everything was handled with care. My shipment is on route to Melbourne from San Fransisco and Im excited and looking to receiving it. Thank you, Nick.

4. D

   Daniela

   Source: MoveAdvisor

   13 Apr 2017Partial movePaid $3,000

   Container goods from overseas.

   About 3 months ago my moving from Europe to Florida was done by Eurogroup (absolutely great company) and I suppose they partner with Contour Logistics. I was worried about my stuff being delivered good in the container and from Miami to the West Coast. What a pleasant surprise. Not only the container arrived with no problems at all but also Contour Logistics did an absolute great job. Their customer service was very good and Marvin and his collegue made the arrival of my goods just as smooth as can be. Great guys, absolutely friendly, helpful and nice. They sure made my day and besides 1 small broken (plastic) piece on a chair, all my goods were delivered just fine. Thank you very much for such a great experience. Thanks Marvin!

5. B

   Brad T.

   Source: MoveAdvisor

   8 Feb 2016Paid $1,800

   Dude, where's my stuff?

   Since my personal effects finally arrived in Australia – more than 2 weeks after promised – I’ll call this a comedy of errors rather than a nightmare. The short version is that my shipment left the States with pretty much not a single document necessary to clear customs in Australia. When I started asking Contour questions, I was flat out lied to or told to deal with the shipper (FedEx – who was incredibly helpful, the exact opposite of Contour Logistics). I tracked the shipment myself and saw Customs clearance was being held up because of a lack of a commercial invoice. I pointed this out to the mover, who said they’d resubmit. They apparently had never submitted one in the first place, and what they finally did submit FedEx told me was inadequate for clearance. I ultimately had to work with FedEx directly to provide the necessary paperwork, including documents Contour Logistics never told me were required and documents that I had already provided them, but that they never passed on to FedEx, including the authorization for the shipper to complete Customs clearance for me. Among the documents never provided was a Customs declaration required by Australia for unaccompanied personal effects, which FedEX – not Contour – provided and helped me complete. Contour’s excuse was Customs had never required the form before. Really? You have to fill out a declaration when you get of a bleepin’ plane in another country. The excuse lacks all credibility. Contour’s attitude once my shipment was picked up by FedEx was “out of sight, out mind.” Pretty much all the response I got from Contour was direction to deal with FedEx directly. Excuse me, that’s why I paid movers, so I wouldn’t have to. Admittedly, they were less expensive that the other movers from whom I sought quotes, but give the headaches and the total lack of professionalism shown by Contour, I guess I got what I paid for. I have asked for a partial refund promised if the shipment was delayed. We’ll see if it comes to pass. In the meantime, avoid Contour.

6. W

   Ward T.

   Source: MoveAdvisor · Charlottesville, VA

   24 Aug 20184+ bedroomPaid £5,000

   Business Office Horrible/Delivery Great.

   The business office was absolutely horrible. They are happy to talk to you when they want money but refuse to return calls or emails when you want an update or clarification on why it takes 30 days for items that have already cleared customs and are at the warehouse to be delivered. They also charged fees that, in my opinion should be covered by the initial fees (stairs and claiming the walk to the door was 75 feet). The delivery team was fantastic although they refused to put boxes where we wanted them to put them because the boxes said differently.

7. E

   Ethan C.

   Source: MoveAdvisor

   26 Oct 2015Paid $160

   Always Read Reviews Before You Buy.

   Upon arrival of my belongings from Australia, I was charged additional fees for “USA Customs Exams” to which I asked for proof of documentation that I never received. This supplier told me the fees were to cover the cost of them supervising the exams to ensure nothing was damaged and boxes would be repackaged properly. I also took out personal time from my job to accept the arrival of my possessions which was canceled due to vehicle breakdown and then again a rescheduled delivery date meant more lost time when they eventually did deliver a few days later. When my belongings were being unpacked on delivery, there were 2 boxes which were unsealed and possessions falling out all over the place. So, they didn’t really provide the service they were promising to my experience. I have requested a refund from this supplier for these reasons to which they’re denying any fault of their own. If anyone is thinking of relocating - do not use www.contour-usa.com.

8. C

   Carol C.

   Source: MoveAdvisor · Kirkliston, UK to Piermont, NY

   2 Dec 2021Partial movePaid £2,000

   Please do nott go near this company

   DO NOT GO NEAR THIS COMPANY. They have no idea what is going on with one "department" telling me my stuff was in a container sat in their yard and another saying it had not cleared customs. I thought that was bad, but then my stuff was held hostage. Apparently, it is my responsibility to cover port congestion charges, to cover charges for them not moving their containers out of the port in time and so being fined by the port, and for additional haulage to my address, when I have already paid for door to door service. I am now dreading what state my shipment will actually be in when it arrives. Honestly, if you have no other choice but to use these guys, sell your stuff and buy new in the next country - it will be less expensive, less worrying in the long run.

9. J

   Joyce C.

   Source: MoveAdvisor · San Francisco, CA

   31 Jul 20194-bedroomPaid $10,000

   Horrible, Horrible, Stay Away!!

   We spend more than $10K in total shipping stuff from Shanghai to San Francisco, twice. Unfortunately we have no choice at which logistic company in US we can use but Contour because they are the partnering company with the Chinese shipping company. There are glowing reviews because those delivery/shipment didn't ran into issues, like what we experienced the first time. However, if you do run into issues, which is what our the 2nd time delivery is, this company is the biggest nightmare and horrible to deal with. In their official website where you sign the delivery form, it indicates 7 free day storage when items arrived at the warehouse. However, it DOES NOT include California, per Bennis, one guy I talked to on the phone says. He was being apologetic on not including that in the formal doc. Excuses me ? How can customer trust you if you don't write in clause and how do we know if the company is just making stuff up to scam more from their customers? One day I just notice $100 pop up in the account without ANY prior notification or communication. When you call and ask for update, they said "I will call you back." But out of 30 times I called, only twice I got call back. I completely lost confidence on them just for that. Also when you talk with different people. They claim different things and give you different answers. Finally when items are delivered, there is a big crate missing. It took them 4 business days and they still claim they haven't located it. Again, when I call them, different people says differently. Someone says yeah we found it but the other emailed me saying they are still looking for it. Thus I can conclude, there are many incompetent and lairs in employee. At this point they probably don't care about negative reviews any more because many customers are using them without having choices due to oversea delivery partnership. But hope this provide some insights into people who have choices to navigate away from them.

10. J

    Justin C.

    Source: MoveAdvisor

    12 Jan 20182-bedroomPaid £5,255

    Stay away..extra $4500 charge.

    I'm in the middle of a nightmare. choosing contour logistics was the biggest mistake that i've ever made. the container got stopped at customs and "randomly flagged" for an exam (much of the material that I saw online states that "random" often times means "container coming from a shipper with a poor history.") it was stopped on december 18th and the exam wasn't done until the 27th. we have been waiting since then to hear back and this week we were informed that we owe an additional (!!) $4500 (!!) for the exam, demurrage fees and shuttle fees. perhaps the most infuriating part of the whole ordeal is the way that these charges were listed: $450.00 - Shuttle Fees $130.00 - USDA release $3,797.85 - CET Exam Fees when it was questioned why the exam cost so much, the response was that the CET exam fees contained the demurrage costs (costs for being held at the port for longer than 4 days) and that these fees typically cost between $125-$200/day. a [EDIT] estimate? you send me a bill for an extra $4500 for my shipment, which is a month late, and you don't even have the common decency to send it itemized properly?? the exam itself costs less than $1000 I deduce through google..would be great to have an itemized bill that tells me specifically though. I have no idea what could have been done differently (pressure on exam happening faster, asking port for special considerations as holiday time likely delayed, getting results faster after the exam that was done on the 27th) but I don't plan on sleeping until I find out and until I get justice. during that time, I imagine that these crooks will try and keep charging us for storage fees or some other fee. total garbage.

    Response from Contour Logistics Inc

    Dear Justin, Thank you for your feedback. We regret that the container with your goods have been selected for a customs examination. However, we believe that your comments are completely unjustified as we provided you with the relevant supporting documentation, invoices etc. from the parties involved in the container exam and have confirmed every charge that was billed to you. We are doing our best to guide our customers through the import process but some of its aspects, including the customs exam, are out of our control. To address the issues that you outlined, below is some information that you might find useful understanding what happened with your shipment: Please refer to the following Customs and Border Protection resource for the way a container is selected for an exam: https://www.cbp.gov/border-security/ports-entry/cargo-security/csi/csi-brief When sending your items to the US you became the shipper of the container (please, check the documents that you received at origin). Contour Logistics Inc. is a freight forwarding agent taking care of customs formalities and delivery on your behalf. Our company has a long standing relationship and a proven track record of conducting business with the US customs authorities. For the costs associated with the examination, we would like to refer you again to www.cbp.gov: "Under Title 19, section 1467, of the United States Code (19 U.S.C. 1467), CBP has a right to examine any shipment imported into the United States and it is important to know that you, the importer, must bear the cost of such cargo exams. Per the CBP regulations, it is the responsibility of the importer to make the goods available for examination-- "The importer shall bear any expense involved in preparing the merchandise for CBP examination and in the closing of packages" (19 C.F.R. 151.6). Household effects are not exempt. No distinction is made between commercial and personal shipments. In the course of normal operations, CBP does not charge for cargo examinations. However, there may still be costs involved for the importer. For example, if your shipment is selected for examination, it will generally be moved to a Centralized Examination Station (CES) for the CBP exam to take place. A CES is a privately operated facility where merchandise is made available to CBP officers for physical examination. The CES facility will unload (devan) your shipment from its shipping container and will reload it after the exam. The CES will bill you for their services. There are also costs associated with moving the cargo to and from the exam site and with storage. Rates will vary across the country .." Hundreds of thousands of containers arrive in the US each year and follow predefined procedures once they are off the vessel. Any preferential treatment is absolutely out of the question, as Customs will not entertain these requests at all. We hope that you, as a citizen, understand now how and why your shipment underwent the customs examination and will find time to correct your review. If you have any further questions, please, contact our office. Sincerely, Contour Logistics Inc.