₦airaland Forum

Jumoke95:
Pls can you give me their contact. The procurement guys am using are frustrating me

This is our customer service assistant contact


0809-233-5552 - Emmanuel
0809-233-5553 - Celestine
0809-233-5556 - Pius

Please contact one customer service assistant only all..

If you are dissatisfied with the customer care personnel

Report to the service team head here

08182581068

We don’t do express

Only normal shipping

akile21:
Express or normal shipping?

Simpsonrocket:
My goods have arrived and it took 13days through Tugrow. Will try to get it tomorrow.

Thanks and I am happy we were able to satisfy you....

If you truly want to do business, drop your contact,

sirjoe1124:
Please tugrow the customer rep, I'm speaking with asked me to pay commitment fee. I want to know if it's genuine.
Cc tugrow

yes it normal and the commitment fee Is refundable,when you you want to send the order money you will deduct it out

Paylater is real

Taeewo:
Okay,thanks for the clarification,most are newbies indeed, but always take time to explain things to them on WhatsApp with evidence before they will call you out on nairaland.

I have used ur service n was satisfied..

All this scam scam newbies are calling you without evidence will certainly affect ur prospective client.

Google search about tugrow at times might even bring out result of scam allegations.

Sir do you think this people have reported this case to me privately without me addressing the issues ??

The will receive their goods and next is to come to nairaland and accused

More ever some of this people are fake people with fake account, trying to spoil you to others because like Manhenro , I gone through his profile, it a fake account, account created 2010, last comment was in 2016 , the next one is accusing us of scam on 21th oct 2019 and since den he/she has not been online, some may be competitor, the funny thing is that on daily basic our client data base increase

Please it not a must to use us , kindlythe should use others agent that is okay for you and will not cheat you thanks

Shollyjay90:
Mr gbeborun, where was it written that the commitment fee is non refundable and is this how to treat a new customer, can I even use them again, if I want to make order.

you are so funny , we are in business not a play ground dear , if you are not ready for it , don’t engage us , that is the main reason for commitment fee, it not refundable if you fail to proceed with your order, our staff use energy to work and many client are waiting for quotations , we don’t afford to spend some much time to work your quotation, after you zoom off , the staff that work that quotation we are paying for it energy use to work your quotation sir /ma .


The attached photos is where we stated before the

That 3,000 is not refundable if you do not proceed, please already instruction , the terms is in same page you send link..... thanks

Taeewo:
Most of this logistics should just ammend this unfavourable policy on non refundable,it doesn't take you guys anything to refund when things went wrong instead of forcing people to re order ..

You cant expect someone with #1,000 refundable item to use the #1,000 re order item, pay for local shipping, international shipping and still use t fare to pick the goods in your Lagos office and what if the person is not even in Lagos..

Spending almost #4k on #1k items that might not even sell for more than #1.5k..


Dont let greediness to kill your business.

I never wanted to reply this thread again because have gone through the accusations, they are not true , and also as a result most are newbies and don’t know more about the business, I’ll like to reply only this base on this alone instead of forcing people to re order .. we don’t do this , we will only put a compulsory re-order if only we lost your item ...

Attached photos is the part of the list of the customer we are to refund,when item goes out of stock it a choice either you provide us a link to re-order or request for refund of that amount

Thanks

BYXplicit:
08073757063

incorrect

Drop your contact

dauntless15:
Do you waybill to other States?

yes via others transport company

Babs612000:
Are they door to door cargo company or someone has to pickup goods from there office furthermore do they have office in Lagos please.

Our office is in Ikeja Lagos

We do Lagos delivery but not it a different services , not included in china to Nigeria charge
Come whatsapp


https://www.youtube.com/watch?v=l4TUCCDH1Wg

dondemex:
Bro how long would I get this thing

always fill the payment confirmation form when you make payment

you did not filled confirmation form
you will received quotation soon

dondemex:
Bro it’s over 24 hours and I’ve not still gotten quotation for the goods. I’ve paid the 3k. Username is dondemex

please send email to inbox

So sorry about that.. many job now

ambitiouschap:
pls anyone to help me , I want to order a soccer boot for my brother but the only means I can pay is through PayPal . you will help me forward to Ibadan. cc tugrow, cc : emperorblog21 cc: yesloaded

we don't accept that method of payment

whatsapp me pls or your customer service assistant

Simpsonrocket:
I recently made an order on your site and I've not heard from anyone yet. I've paid the #300 also Username simpsonrocket

Goddys:
Can someone buy something from alibaba and provide your China address as its destination, and then pay for shipping to Nigeria to your company?

yes we can do , check the above message for address

Goddys:
Can someone buy something from alibaba and provide your China address as its destination, and then pay for shipping to Nigeria to your company?

Address:深圳市龙华区民治街道樟坑一区94栋302
Name:陈迎春(Customer name)
Phone number:13714460085
拒收到付与自提件，箱唛上请标注客户姓名电话，产品及数量。


pls send me message to whatsapp more better 08182581068

Mzflexydeeva:
Apology accepted, I only wanted to point out some flaws in the system you can improve on no hard feelings.
On a lighter note, what’s my rebate on the refund? I am not so interested in the cash but goods.

Newbie using you not importation in general

Thank ma , your items has arrives , hope you got pick up message

Alexas58:
I know issues always come up when doing business..
I will surely recommemd tugrow logistics.
This is my first time doing business with them. The customer service people are humans just like us, sometimes we have to be patient and talk to them normally.
I follow up my goods myself, since i dont have a whatsapp phone.
You know why i was impressed by their customer service??
When i paid my procurement money, i did it via atm and at night and then i called the girl that was placing my order to check if theyve seen the alert.
She said no alert of such amount was in their system.
I was kinda scared, i called their oga (Tugrow) and then explained, they said no such alert was in their system, but it was later resolved.
After my items were about to be placed i personally did a follow up on them (n/b: i do call them myself, not because its my duty, but because its my goods and money) and then i was told that some of my items coudnt be placed because the sellers didnt sell < 1 items.
I had to look for internet and place another order on the required items, and when i did that i had to call the person in charge to let them know.

I know they have lots of people they attend to. But one thing i know is that i enjoy talking to that customer service guy that calls my name whenever i ring their phone, even though he does promise and fail sometimes, i know we are humans and likely to forget somethings based on the number of people they attend to.

I still await my sms to tell me my goods are in your warehouse let me come and collect them, since its been more than 10days it left china....

God bless me.
God bless that customer service guy
God bless Tugrow logistics

God bless nairaland

Thanks boss

I just check with your name now
Alexander Eze, your items is in lagos now, I should believe the sent your pickup message to WhatsApp, please call your customer service assistant to tell the person in charge of sending pickup message to resend it to your normal SMS inbox or you tell me the person name on WhatsApp so I do the follow up for you

rowlizglobal:
Am new to the Importation biz stuff. Made some orders yesterday and paid the commitment fee and 24 hours later, am yet to get a quotation. Pls treat as urgent.attached payment details.. Help look into it.

send name and email to my WhatsApp

Please let not Move from the purpose of this thread, private issue should be privately we will do our best

Thanks

Cheers

rowlizglobal:
Am new to the Importation biz stuff. Made some orders yesterday and paid the commitment fee and 24 hours later, am yet to get a quotation. Pls treat as urgent.attached payment details.. Help look into it.

send name and email to my WhatsApp

Please let not Move from the purpose of this thread, private issue should be privately we will do our best

Thanks

dauntless15:
I didn't accuse you of not agreeing to the refund, Instead of engaging her in a back and forth go and caution your staff and attend to her needs, she's your customer no matter how small her money is she deserves credibility and accountability from you, this also include updating her every now and then so she can know the status of her order, most of you will wait until the client beg you for an update, what you're doing here is scaring potential clients away, and your customer should be your highest priority, caution your staff, i for one would be so pained if someone is rude to me because of my money, settle this amicably with her and avoid soiling your reputation.

go back and read , I don’t we have a case here rather it a misunderstanding, I Have Apologized that the care agent did not give me update as many time she needed, it not a case

As I said in my other last post , importations and logistics is very deep do your research very well
Many fall out of impatience, we have been about 6 year on the game.. Many importers fall out of on way the moment the start seeing themselves as gods over their shippers, i for one would be so pained if someone is rude to me because of my money you got it wrong when you say this, the money you pay your agent is for your goods and it was converted to pay your China seller , shipper get reward for the offering this services
Don’t say my money, work with your shipper as your friend and build a relationship not to act as if you are doing a favor to your shipper, if issues comes handle maturely

Thanks boss
Wish you all the best

Mzflexydeeva:
I leave it to the panel of judges here... @ tugrow... Don't ever call me a liar. I don't believe in dragging people but should know better

Ma On behalf of me and my team , i will say we are very sorry if we have offended you or did not meet up your communication expectation, we very sorry..

but little advise to you and all other importers especially the newbies is the system , when dealing with agent be patient , find the one you can work with, working with agent need relationship and understanding, not about looking for the best agent...
you can as well ask those that as been in the system before get you prepared for the Journey , we will always try our best to do our best thanks


cheers

dauntless15:
The people handling your business will be the cause of your downfall, instead of exchanging words with your customer online go and caution your stupid and inconsistent employees, refund this refund that, do you have an idea how painful it is for someone to be giving you headache untop of your hard earned money?

bro that is my chat not from staff , properly when work resumes I may get the one from staff , who is giving her headache

I am not supposed to respond to her but I do you respond accordingly

Check my 3rd screenshot about the refund , don’t say what you don’t know, did I say we will not refund her??

The last one I told you we have given you a customer service assistant always talk to the person That why I didn’t respond to her any more

Mzflexydeeva:
I don't even have issues if they have a no refund policy but there should be a replacement policy, I sent 3 links for 6 item which are for refund. It's simple, simply ask that I send new links to replace them but when asked, was told I would pay another procurement fee.


See the days it takes to reply sef

Show more proves of your lies madam , I personally did not respond to you because I told you to be contacting your costumer services assistant not me , sending message to all members of the teams do think every is on system to respond to your message??
So you know some people are doing others things for the success of your job , ??

gideon286:
Madam i wish you can DM me. Sorry for the rough experience but it's associated with any business.

Hope everything is solved now?

Check out Base 1 Logistics; they're also a brand. Whatever is resolved, get back to me on Whatsapp so i'll know how smooth negotiation is going. I can also help you talk with them.

It was never in my intentions to deliver a bitter experience to anyone through this thread. Please external agents should be transparent enough to satisfy any buyer that comes to them.

op this had never have any bitter experience with us , she goes around contacted all staff he find contact despite the fact that a customer service assistant was given to her , most times she will still bounce back , i decided not to respond to her again because some one to respond you was given to you. ask her to show more proves of the bitter experience

Check the screenshots

tabithababy:
.


Please stop recommending tugrow. Thanks

wow if has even gotten giving op instructions not to us anymore , let me shock you

come and tell your experience if you have use our services before , telling op stop recommending us is not an option , our recommendations are everywhere not only on nairaland , google, facebook instagram groups and individual recommendations

take a look at this screenshot

new users in the last 5 days

gideon286:
One thing People should understand is that .. external procurement agents are not the seller on 1688, so if there are disruptions between seller and the buyer; it'll also bounce back to you the buyer. But i still believe tugrow will do a good job for you or you can order directly from Alibaba yourself and let your goods be received at any post office close to you.

thanks bro

gideon286:
Why don't you guys refund bro, if orders are refunded?

bro we refund the main money

for instant

if your order is 1000rmb that means our charge is 50rmb ,, if your order of 500rmb got refunded , we will refund you the exact amount of 500rmb , the 5% charge will not be refunded , so if either you send another link to replaced it or refund you the exact amount of 500rmb

that is how it is bro ,

Mzflexydeeva:
I am very glad you responded.
1. I had earlier complained that the person who contacted me after I filled my form stopped responding because I asked a few question. Called his line and someone else picked it saying he was busy knowing fully well that if payment isn't made in 48 hours the commitment fee would be forfeited. I felt that was a desperate act. Luckily I reached out to the customer care person for new users who later place my order.
2. After payment no confirmation message was sent I had to call to ask why only then did I get a confirmation.
3. Payment was made 17/09/19 but no form of communication. Not untill I had a chat with your customer service provider before a mail was sent to confirm payment 18/09/18.
On the 26/09/19 which was 8 days after I placed the order, still no info on tracking or anything I again reached out to the customer to know if I wasn't suppose to get tracking number. Only then did he tell me my items had not left China, and that some items where refunded. At that point I was already disappointed. I had to ask him if I had not reached out won't I have been informed items were refunded. Then he sent a tracking number which didn't work.
Again I asked if I could send new links to make up for the refunded items but was told I would pay another 5% for them. At this point I got a bit confused. You collect 5% as your procurement fee, now you re not procuring somethings let me replace them you still want to collect another procurement fee.
4. Tracking number status: no order for this number. 02/10/19 I am told it's a wrong tracking number only after I spoke to the agent. Please how has this been a satisfactory experience?
Lastly, I ordered 11 items, 6 get refunded. My order is over 30,000 from my calculation I am getting a refund of over 20,000 to me that the majority of the order.



I am saying all of this so you can improve the overall service. As a 1st time user, not getting proper follow up after order is placed knowing fully well I loose my commitment fee make it look like someone is trying to rip me off.
Not getting a confirmation for payment signals frauds.
Not getting follow up on purchase signals unprofessionalism.
I have customers already waiting for items, I didn't know there was a refund on. According to your info, items take 10-12 days for delivery. With items still in China after 8 days there should be some kind of feedback telling your customers the state of their items. I use AliExpress and Alibaba. The moment you make payment you are told to wait for confirmation, then item has left warehouse, item handed to China air, item in transit, bla bla bla...... U have to keep people informed not me calling every time before I am get info on the status of order.



Thank you.

Good morning to you , i guess you dont understand our way of operation that what bring the issue , , i will try to respond to you question one by one

1) in tugrow work force team , we have department by department , according what you explains here, the other person that contacted may not be a customer care assistant that from the Quotation department , the only contact a customer if the have issues with your links when the want send you quotation , this set of people are always busy working quotation and placing order for our Client... after correcting or getting the information the need from you the will go offline or not respond to you again ...... i guess when you contacted , you did not read the information that pops up to you on the central whatsapp line , that ask you the group so a customer service assistant can contact you, you want have gotten a customer care assistant from the beginning ,it was when you had issue that when you the main customer assistant team... that what you should note ma
2) you said after payment mail was not sent to you same day , it stated in our website , we use to place order next day early morning Chinese time which is mid night in Nigeria. so assuming you pay today , all payment we received , we will process early morning tomorrow , it not really that you have to call before we place your order , we it in the normal time
3)ma you can buy item worth amount refunded , without paying the 5% again but if you want use to refund the money we dont refund the 5% , you send us message, all this is in our terms of services , you send us a message , you gave us your to buy for you , we did , if not our fault that item were refunded we did our job..... you can bring link to replaced but if you need refund 5% not included as per tracking 24hrs fom when your order is placed you should received tracking number , if you do not maybe your contact is DND and it stop the message to come...i am so sorry about that ma
4)please get another link and replaced your refunded items please


Another wrong information , 8 to 12 days is from when your order arrive china and leave china , but not to worry your item will be ready soon you will received a pick up message from us soon