I am sorry that you had such a poor experience with our company and team. As you stated, you did contract us to move your goods to Ireland and they ended up going everywhere but there it seems.
We did relay information as provided to us by the carrier (Troy Lines) and yes, once it is in the hands of the steamship line, our control is greatly diminished. We had numerous meetings with them and pushed to have the items returned right away but unfortunately, when it got to Latvia, it had to undergo a customs process that added to the delay. Of course, these extra fees were absorbed, this was in no way going to be passed on, but the process had to be completed and we must adhere to the laws there. Once released, we pressed the line to bring it to Ireland, which we did and the delivered to you. It took significantly longer than advised and we are sorry.
As for the surprise charge, we did inform you from the very beginning, and it is in every document we sent to you highlighted and in red, that destination terminal charges were excluded. We also put you in direct contact with our local partner in Ireland in early March and all possible charges, as well as requirements, were discussed at that time.
As we also advised, we have been in communication with the vessel operator looking for a refund which was passed on to you as well as a reduction on our costs. I understand that this does not make up for the frustration.
Again, we do apologize for the delays you experienced and completely understand your poor review of 1RELO. We always strive to provide our clients with the best possible service and in your case, we did not succeed. We can blame the SS Line for sending it to the wrong destination but in the end, we were the ones responsible for the choosing of the line and the responsibility lies with us.
