JynxedPanda » Blog Archive » Problems With Xend (Leaving Xend)

Problems With Xend (Leaving Xend)

***IMPORTANT FOR ONLINE SHOPPERS AND SELLERS***
**Note, I started having problems with them since June. It never stopped.

I hope that an online shopper or seller reads this post. But most of all I want someone from Xend to read this.

UPDATE 2!!
I have jumpshipped to FASTRACK.PH and so far I have had no problems with them. They reply promptly BOTH Facebook and telephone calls. I haven’t tried e-mail yet but so far they do reply. I am trying to get them to send me a text message of the LBC tracking number while it’s available since I already know that with budget couriers, they really don’t update the tracking status ASAP. Try this courier guys! Only 45php within Metro Manila.

UPDATE!!
An online seller has shared her experience and explanation as to why Xend is going loco these past months. Thank you so much for sharing!!! I hope others can do the same and answer my survey too.

“A few weeks before I left Xend, I noticed a delay in the packages. The rider who used to pick up my items from December 2011 did not show up for a month. I had another rider. At one point, that rider picked up my items at 12am! I wanted to shout at his face. I was about to sleep, then the rider called me up to say that he has finally arrived. I wanted to curse him. A few days after, I found out that my old rider left Xend, which is why he couldn’t pick up my items. He told me that he had to leave because Xend does not pay him overtime. They were short of riders because everyone left. That is when I noticed why Xend had problems, they did not have enough riders. Everyone was quitting their jobs. My new rider told me that he is now working in Philfox Courier. He also mentioned that some of his co-workers from Xend had transferred as well. So my new courier now is Philfox.
Philfox is not that bad. Although, what I hate about couriers is that they never notify me when there’s a problem with the package. Although I have bad experiences with Philfox due to delay in shipments, I can say that their services is good. Honestly, I just believe that there is no courier that can be perfect.”

I decided to go straight to the point with the title. My Philippine online shopper friends would know what Xend it. Is is one of online logistics couriers in the country that offers really affordable rates. Imagine you just need 50php to send a shipment within Metro Manila while 80php to send provincial. That’s just a dollar or 2 to send something with a tracking number and they pick it up from your residence (they didn’t say that they would pick it up at 7pm or send your packages at 10pm but yes they do but of course I just want the shipment to arrive.) and it’s supposed to be next-day delivery for Metro Manila consignees while 2-3 days for provincial. I was really impressed and have been using it although VERY INFREQUENT for almost 2 years now or so?

But this was before I had an online “store” myself. Once I started shipping regularly almost on a daily basis and dealing with customers, my priority was for the consignee to get their item on time. When I started shipping to provincial customers, I would suggest Xend to them because of cheaper alternative but some actually refuse and use my other more expensive but faster option, LBC (REALLY ONE OF THE BEST LOGISTICS COURIERS) since they have heard that Xend didn’t ship their items on time. I being a skeptic thought, “Oh I’d never had problems with them before. This couldn’t possibly happen to me.”

Boy was I wrong.

Was I SO WRONG.

When those provincial customers that do try Xend ask for tracking number, I do give it to them, but after noticing that Xend IS ALWAYS LATE in updating their tracking statuses and SOMETIMES NEVER updates at all, my clients and I started to panic. I decided to send them my very first complaint over email and told them about my problem.

They never replied.

I tried their new online chat. Sometimes I get through, sometimes I don’t and if I did, I had to wait 20 minutes for a single answer from the person. This was because I inquired how much the shipping rate was to some client and also if they accept packages sent in sacks/plastic bags just like LBC which I have to note, Xend DOES NOT. Xend will ask you to sign a waiver saying that they are not liable to whatever happens to that “sack” of yours. So I used LBC instead. I tried calling them up before for an update of tracking status but I had to make around 20 calls before I could get through. I then tried online chat again and asked why is their service so bad. The customer representative told me that they only have 3 people in this division. I don’t know what she meant. Did she mean their are only 3 people taking calls, answering e-mails, checking support forums??

I couldn’t believe how effed up their management and system were. I mean who in their right mind would only appoint THREE PEOPLE.

My mind was reeling from words… THREE… LOGISTICS… ON TIME… CUSTOMER SERVICE…

I got sick by the way for a week and I even had a hepatitis scare because of a viral infection. I think my stress over this was a factor of weakening my immune system. I THINK.

But I put up with Xend (oh my god you’re probably calling me a dumbass already) even after the 1st, 5th, 8th instance of no-update-of-tracking-status-my-customer-is-frantic-already (and one time they didn’t even go to my house to pick up the shipment )and I tried EVERY means to complain (even facebook messages! They do reply there! initially they didn’t). I had this naive thought of “OH IF I COMPLAIN ENOUGH, THEY MIGHT CHANGE.” *smacks self on forehead at idiocy*

But this recent problem just made me realize that this was one of those “immovable wall against an invincible force” (i forgot exact quote) things and it was like hitting myself over and over again. I sent a shipment on Thursday to be shipped to somewhere in Metro Manila so it should arrive on Friday right? By friday night, I had to call my customer to appease her and tell her that maybe it will arrive at 10:30pm (coz they’re weird that way) and don’t bother checking your tracking status online, it won’t budge.

Friday passed with no results…

I emailed Xend (and of course I did all the medium contacting thing again) and they replied that they “are sorry” (what does that mean, you mean they really didn’t plan to send it on Friday? WTF) and that they will ship it on Saturday and expect it within the (Satur)day. So my customer and I waited…. and we’re back to 10:30pm with still no sign of arrival. We were both furious as her bag is already broken and was really needing a new one and I at the loss of sale because she could have ordered more from me if it arrived on Friday so you know… we were both furious and at Sunday morning (good thing that this debacle didn’t give me nightmares yet)

I decided to stop being a DOORMAT and stop letting Xend trample on me. This is to save me and my future clients more stress. I have already considered the possibility of wrong address but Xend USED TO call me whenever I have a wrong address and fixed the problem but now I have heard NO WORD ABOUT IT… I guess they wanted to piss me off more since I complain a lot? I seriously have no idea how they haven’t memorized my name already because I have been complaining AGAIN AND AGAIN and they must have dozens of my conversations recorded already. And I have been sarcastic in our conversations in the end. I can’t help it.

I am deeply sorry to my past clients who have had issues with Xend. I really apologize for not using the most excellent service for you. I always make sure to keep a good customer relationship because I have had so many problems with customer service before that I don’t want that to happen to me and my client.

I will now change couriers and stick with LBC. If someone can please refer me to a cheap but good alternative, please help me. Thank you so much!

Farewell Xend, I leave now for my fellow online shoppers and sellers to discern if they want to continue to use Xend or try to use Xend. I will only go back if they fix this… service of theirs.

Thank you for hearing me out.

Some screenshots

Tracking status NEVER UPDATED. Shipped last August 2, it is now August 5.

Their email and assurance that the package will arrive on August 4 (which it did not)

And if you would mind taking this survey and help me on this personal project? Trying to see which Couriers Philippine residents use the most! Just answer this REALLY SHORT SURVEY HERE. Thank you!

38 Comments

mdee

ohhh jynxedpanda! so stressed are you D: HUGGIES (oops not the diaper!)

[Reply my friend]
Meg

They were never like that 2 years ago… I guess they are having issues because of the typhoon and their people. I had that problem before because of Ondoy and their shipments were delayed for several days. They always encourage people to pick up their items in Mandaluyong though.

[Reply my friend]
Yesha

I feel for you. I had an online shop too and it is important to give excellent service. I am still using Xend but have no problems with shipment. Maybe because of the typhoon that’s why it is being delayed. Hmmmm my alternative is Air21 but cost more

[Reply my friend]
Angie Vianzon

I haven’t had a problem with them 2 years ago but just like you I already left them and use another courier instead. I personally use Metrowide Courier Express (MCE) and its cheaper than Xend but very reliable although I must admit they kept me hanging once but I called them and they picked up my items the next day and even shipped the items on that day.

You can also try using CliqNShip but I haven’t tried it myself but my supplier is using it and as of the moment they are always on time.

[Reply my friend]
Clint

That’s not cool with Xend. Maybe that pays their cheap rates. Stick with LBC. A friend told me that LBC are cool with provincial deliveries and also has cheap rates.

[Reply my friend]
Personalized Accessories

I used to ship my items through Xend as well, although a lot of people have mentioned that their services were not good. Ever since I opened Personalized Accessories last December 2011, Xend has been my main courier.

You can check out my shipping details to see how much packages I have sent with them: http://www.xend.com.ph/ShipperDetails.aspx?a=120111055

A few weeks before I left Xend, I noticed a delay in the packages. The rider who used to pick up my items from December 2011 did not show up for a month. I had another rider. At one point, that rider picked up my items at 12am! I wanted to shout at his face. I was about to sleep, then the rider called me up to say that he has finally arrived. I wanted to curse him. A few days after, I found out that my old rider left Xend, which is why he couldn’t pick up my items. He told me that he had to leave because Xend does not pay him overtime. They were short of riders because everyone left. That is when I noticed why Xend had problems, they did not have enough riders. Everyone was quitting their jobs. My new rider told me that he is now working in Philfox Courier. He also mentioned that some of his co-workers from Xend had transferred as well. So my new courier now is Philfox.

Philfox is not that bad. Although, what I hate about couriers is that they never notify me when there’s a problem with the package. Although I have bad experiences with Philfox due to delay in shipments, I can say that their services is good. Honestly, I just believe that there is no courier that can be perfect.

[Reply my friend]
WANDERSHUGAH

sissy try mo kaya MCE? :/ ung supplier ko dati same din ung problem with xend. tho they have been a really good courier way back.. and its sad to hear they dont pay their riders well

[Reply my friend]
Personalized Accessories Reply:
August 6th, 2012 at 5:10 pm
MCE? Sige, will check their site. I was thinking of JRS / LBC but it’s too expensive for my customers.

Philfox kasi cheaper din eh, but a bit delay sometimes.

Thanks!

[Reply my friend]
jynxypanda Reply:
August 28th, 2012 at 3:54 pm
Tried Fastrack! Cheapest so far! Or wait may 40php ba? Pero bags kasi sa akin so medyo malaki

[Reply my friend]
jynxypanda Reply:
August 28th, 2012 at 3:54 pm
Tried Fastrack! Cheapest so far! Or wait may 40php ba? Pero bags kasi sa akin so medyo malaki

[Reply my friend]
Krisel

Sorry to hear about your problem with Xend, sis. Nakakafrustate and stress naman talaga kapag nadedelay ang delivery. Minsan pag-iisipan ka pang scam ng buyer if hindi dumating sa expected time and package nila.

Anyway, I’ve been using Xend for years na din (when I still owned glamourville shop)when sending package for clients here in the metro and provinces and I didn’t have any problem with them before. Maybe it’s bcoz of the weather condition lang talaga sis. I think Xend is just a small scale courier company. I also notice pinapasa din nila sa LBC ang mga packages if province route. I saw it before when I checked the status of my client’s package online.

Try mo ang metrowide sis, mas cheaper sa xend, medyo may delay lang ng 2 days ang delivery.

[Reply my friend]
icholle

i bought some stuff from a multiply store. the package was received by Xend last August 6. i was told that i should expect it to arrive on the 8th. i kept checking on the status since yesterday and it freaked me out to see that it’s not even IN TRANSIT yet! so i started googling if anyone else is having the same problem. and i stumbled upon your blog. i’m a bit relieved to know i’m not alone. you know, it really sucks to wait this long when i could have my package for a day or two through LBC. i’d rather pay more for the shipping charges for prompt delivery than pay less for a frustratingly lousy service! I’M SO PISSED. note to self: NEVER EVER BUY FROM ONLINE STORES USING XEND.

[Reply my friend]
jynxypanda Reply:
August 9th, 2012 at 3:39 pm
Hey Icholle! I understand you completely!! Where are you located by the way? August 7-8 was when the Monsoon hit so they really suspended operations But I complained even WAAYY BEFORE than that regarding their item statuses. It’s just really insane. I decided to keep Xend an option because buyers really want a cheap option BUT I have put a disclaimer regarding their inability to update tracking statuses and frequent delay of shipment so there is a risk to partner with them. I do suggest LBC, LBC has never failed me before. Thank you for sharing your experience here! Xend really has lost my trust because I have experienced this problem EVEN BEFORE THE MONSOON RAINS which is ridiculous.

[Reply my friend]
icholle Reply:
August 9th, 2012 at 3:50 pm
from davao. ok, i’ll give them that consideration. so they should be sending it out today. i hope.

btw, one question. does Xend deliver on weekends? i was expecting to receive my package within the work week so i gave my office address. i might not be around to receive it ‘coz i don’t have work on weekends. i’m worried.

[Reply my friend]
jynxypanda Reply:
August 9th, 2012 at 4:25 pm
Oh!! Really good that Mindanao wasn’t affected by the rains So terrible here in Manila!

Xend delivers on Saturdays but for Sundays… I’m not quite sure. They don’t pick up deliveries on Sundays but I’m not sure if they deliver. I think not… Because for provincial, Xend uses LBC and I think LBC doesn’t send on Sundays.

Good luck to you! If you’re still worried, maybe you can try contacting LBC? But I’m not sure how you can do that without the tracking number hmm…

jynxypanda Reply:
August 9th, 2012 at 4:25 pm
It should be sent out today. They resumed normal operations already.
icholle

thanks for the help! i really hope it arrives soon.

SO lucky, yeah. i really hope it’s sunnier there now. keep safe!

[Reply my friend]
norman

first time sumblay ang XEND samin, Wala pumikup ng item (sked was for aug 9 2012), ngapasked ulit, wala naman pagpipilian eh sila lang mura sa international, sa domestic marami choices, pag international puro mahal na, any suggestions?l

[Reply my friend]
jynxypanda Reply:
August 9th, 2012 at 11:51 pm
So sad to hear that po Yup mura nga rates nila pero talagang sablay -_- International… have you tried straight sa airport cargo? Mas mura po ata. You can call up Philippine Airlines or Cebu Pacific regarding this. If you want a cheaper but delayed option, by ship po. Actually I have a problem rin because I will be sending international too around 30kg package so I am really wondering which courier to use. DEFINITELY NOT XEND! Kakahiya sa International customers if something messes up! :O

[Reply my friend]
yan Reply:
August 21st, 2012 at 12:51 pm
pano pag sabi transferred to LBC SPC HUB? eh nung pagpunta ko ng LBC wala pa naman daw dumating.they tried tracing thepackage using the tracking number provided by XEND. even ang name ko. wala daw. laki p naman ng bayad ko sa binili ko. I’m so worrried na ngaun.

[Reply my friend]
jynxypanda Reply:
August 22nd, 2012 at 9:43 am
Dapat natransfer na yan if ganun ung status. Grabe kainis naman yan! Nangyari na rin iyan sa provincial customer ko. Nako I hope you can get to contact Xend directly for your package ah! Mahirap but you have to keep on trying! Good luck!
Baby Outlet Philippines

I have been having the exact same problems with Xend. Their messeger has picked up at 12 to 12:30 midnight a few times. They always come at 9pm so the provincial orders are ALWAYS a day late. Their messenger whinges, complains, rants, moans about going up at the condo every single time. They NEVER EVER update the tracking statuses of the packages. They do it after 4 days and they just update it to picked up from shipper. I ALWAYS have to deal with customers panicking and accusing me of not sending their packages and stealing their money because they could not ever see their tracking online! I emailed them that they should not brag about their up-to-date tracking system if its clearly not working! They just replied with the usual BS then do nothing about it. Looking for a new shipping company!!!

[Reply my friend]
jynxypanda Reply:
August 22nd, 2012 at 9:46 am
12 MIDNIGHT GRABE! I’v never experienced that, usually latest was 7pm na pero I can’t believe they let their riders work even up to 12 and they don’t pay them overtime daw? What??! I think all budget couriers don’t update their tracking statuses but Xend’s worse coz YOU CANNOT CONTACT THEM AT ALL. HAAYY! they are really understaffed. You can try fastrack.ph! Their provincial is 15 pesos more expensive but less hassle. They reply fast on their Facebook page and you can get through calls. Sometimes you don’t but you don’t have to dial every second for them. Fastrack is just new but I really hope their service lasts longer than Xend’s. GOOD LUCK!

[Reply my friend]
Baby Outlet Philippines Reply:
August 22nd, 2012 at 10:12 am
Yes, they are really understaffed. And apparently, they don’t pay overtime according to their rider. He complains everytime he picks up that he has too many pick ups, he goes off work too late, pay is too low, etc, etc. I think they even took off their live chat. And you can hardly get thru their landline.
I have tried shipping with Jam Global for the last days, they promised to have the tracking up the following morning so i thought that’s perfect. After 3 days, its still not on their system and when I called them, they said their staff is the only ones who can access the tracking, you have to call them pa! Their online tracking just says pending or tracking not found so its pretty useless. I’m contacting metrowide, philfox and OCS today.. Will call fastrack too, thanks for the suggestion!

[Reply my friend]
Baby Outlet Philippines Reply:
August 24th, 2012 at 3:38 pm
We are using Metrowide Courier Express now, their tracking numbers are manually updated too sa website so still a bit slow, but much, much better than Xend Express. Their riders are much nicer too, they don’t complain.
Leah

thank you for this blog..shifting to fastrack too =)

[Reply my friend]
jynxypanda Reply:
August 28th, 2012 at 3:18 pm
No problem and glad you liked the article! Try calling them also by the way, they reply fast if it’s 930am. Hard to get through in the afternoon so better call in the morning

[Reply my friend]
voiceof21

Ako rin pala dapat nagcocomplain dahil kadalasan di naaupdate ang tracking number system ng Xend?! Di ko na nga pinansin yun kahit talagang minsan stressful for the clients.. E syempre kung nagwoworry sila, affected tayong sellers, right? Ayun buti nakita ko tong blog na to because now I know it’s time to change my courier partner Xend. bagong seller palang ako, mga Feb.2012, ok pa sila nung una, minsan delayed pero di ganito katagal. i sent a package to my client in Marikina last 09/12/2012, my gosh 09/17/2012 na ngayon at kawawa yung client ko dahil di pa rin niya narereceive yung package. i won’t think na pinaginteresan na yung 2 watches which only cost 500.. i don’t know what happened to the courier but i follow-up every day. it’s a realization for me. i will definitely say my ‘bye-bye’ to Xend. after all, di lang naman sila ang affordable courier service sa metro manila. and for sellers like me na nag-ooffer ng free shipping sometimes, hindi naman purkit free ang offer natin e dapat pangit ang services natin sa clients. ako nga matino sa client e yung courier service parang walang paki.. sino ang masisira? e di seller pa din. Xend, wish ko lang makarating bukas yung package ko sa Marikina kasi talagang mababawasan kayo ng mga online sellers sa nangyayaring to. kung di na kaya sa rate na Php50, e di magtaas na kayo ng price kesa naman napapahamak kami dahil kulang kayo sa riders.

[Reply my friend]
jynxypanda Reply:
September 17th, 2012 at 10:36 pm
I know how you feel and we have the same sentiments. Pero isip ko talaga if you really want cheap, minsan hindi talaga maganda na ang service. Hindi nakakayanan ng Xend iyong volume of orders na nakukuha nila, iyong nakakainis ay tanggap lang sila nang tanggap. Nakakaawa rin mga employees nila. Try niyo nalang po Fastrack, 45php lang within Metro Manila. No mess ups so far and happy ako with them naman Madali sila icontact.
GOOD LUCK TO YOU!!

Actually bago ako sa online shop, I just opened mine last May lang rin. Pero grabe di ko nakayanan stress sa Xend. Nagkasakit pa ako.

[Reply my friend]
voiceof21 Reply:
September 17th, 2012 at 10:53 pm
yes i registered na sa fastrack at sa metrowide courier service. hoping that they are much more reliable than Xend. frustrating talaga sila. nakakahiya kasi sa clients. buti nalang understanding yung iba.. pero alam mo yun, nakakahiya pa rin. well good luck satin. thankful talaga ako sa blogsite na to dahil marami akong natutunan. sana mag-improve ang Xend pero for now, thumbs down sila.

[Reply my friend]
jynxypanda Reply:
September 17th, 2012 at 10:57 pm
AH NO WAG METROWIDE!! ALSO HAS BAD REPUTATION! Yes oo grabe kakahiya nga I sell bags kasi, tapos parang naawa ako sa customer since sira na bag niya and hinihintay lang niya bag ko Hehe thanks for the compliment! Oo sana talaga magimprove sila. Kung updated talaga tracker like DHL or Fedex, why not babalik ako

voiceof21 Reply:
September 17th, 2012 at 11:03 pm
wow buti you told me just now. ok, fastrack nalang. and have you tried ideliver101 and winlope kurier connnection (really cheap at php25 parang too good to be true)?

jynxypanda Reply:
September 18th, 2012 at 9:28 am
Nope I haven’t WHAT 25PHP LANG? Oh my gosh I won’t use it until I know it’s established. Too scary I will be advertising another courier company though, iParcel Plus. Wala pa silang working website but it’s managed by a family friend so I’m sure it’s going to be better na. Hope u can tune in to my blog once I’m ready to advertise. Their focus is on customer service na, they know the problems of Xend and MC Express na kasi.

ka olegna Reply:
September 30th, 2012 at 1:47 am
wag na kayong gumamit ng xend dahil, lulubog na sila sa dami ng nag sasampang kaso sa kanila na mga courier at ang kapal pa ng mukha nung may ari lalo na yung baboy na nanay nya na kakasuhan daw nila yung mga naglipatang courier.. at anong dahilan? dpat silang makulong sa dami ng overtime pay na mina magic nalang ng may ari ng xend. hindi na nahiya sa mga anak nya sa kagarapalan ng pag mumukha nya, abay di ba naman talagang walang magawa tong may ari ng xend… hayys
pixie_j20

Hi! you guys might wanna try AMExpress. Its 1 to 2 days delivery on Metro Manila. I ship out all my items thru them. Mura pa! They have a website and their own track and trace system. You can check their website at http://www.amexpress.com.ph

[Reply my friend]
jynxypanda Reply:
October 6th, 2012 at 8:55 pm
Hi Pixie! Wow medyo matagal 2 days delivery if within Metro Manila. Try mo http://fastrack.ph They’re good!

[Reply my friend]
Fancy

This blog really help me a lots.. it’s been 2 weeks and hindi pa nadedeliver ung package ko papuntang US.
i choose postal kaysa sa express then courier said hindi daw available ang postal kundi express lang.. since no choice ako express na ang binayad ko and sabi 2-3workings days madeliver.

WTF!! it’s been 2weeks na hindi pa na re received ng sister ko yung package. (hindi ko alam kung nagoyo ako na ginawa nilang postal instead express) follow up ako ng followp up thru email 2 days bago mag reply???tas ang reply sakin ano daw yung consignee na nakalagay. grabeh! kakaloka ang sagot inindicate ko sa email lahat ng details and tracking number tas ganun lang ang isasagot.. tsk.. tsk.. poor service!

then how many times ako tumatawag sa opis ung phone is unattended (office hour) then i try to call around 6:30 nagriring ang phone but no one answer.

Hayz, until now email ako ng email at kinokontak ko ang courier pero wulang update!

any one knows kung san ang main office nitong xend para puntahan ko nalang? thank you

[Reply my friend]
kristell

walang kwenta ang PHILFOX.nagpadeliver ako sa kanila ng feb. 7,2013. expected dapat un dumating ng feb.10 sa zambales.pero wla silang na deliver.. I call all their contact number pero wala sumasagot nagriring lang mga phone nila, hindi rin sila nagrereply sa mga txt. until feb.13, they say sorry dahil nakalimutan nila ipadala sa LBC ung package.they ask for extension and they promise nah feb.15 makakarating nah sa zambales ung pinadala ko. pumayag na ako kasi wala namn na magagawa kahit nah sa point nah yun late nah ung package dahil order sakin yun para sana pangregalo sa valentines. buti nah nga lang pumayag yung customer ko kahit malate nah.

feb.15,2013. expected ngayon darating yung package. pero until now wala kaming information nah natatanggap from them. hindi rin nila binigay yung tracking number sa LBC. I tried to call them again pero lahat nanamn ng phone nila busy, my magring man pero hindi nila sinasagot. wla rin silang reply sa mga txt messages ko.
hello PHILFOX. kmusta namn kayo jan. buhay pa ba kayo? anung klaseng serbisyo merun kayo.
Anu n po nangyari sa package namin?
makipag usap namn kayo kung ayaw ninyo mareklamo.

kaya kayong mga nag oonline selling wag n ninyo hingin ang serbisyo nila kung ayaw ninyo matulad sakin.
pati sa mga costumer ninyo mapapasama kayo.like what happen to me, sa tingin ninyo my saysay pa kung dumating man sa costumer ko ung order niya di ba wla nah. tapos nah ang valentines. the sweet moment nah plano niya wala nah dahil sa kapabayaan ng PHILFOX n yan.

[Reply my friend]