To whom it may concern,
I am writing this email to inform you of the commendable customer service I have just received from Lauren Reeks in South Africa.
I live in Vancouver Canada and my experience started two weeks ago, 21st of June 2010, when I contacted U-Bag's Johannesburg customer service at the following number +27 (0) 11 394 541. It was close to 11pm our time, just before 8am your time.
A little history before I go on, I had just been on the phone with my Mother in South Africa, who is immigrating to Vancouver Canada, she was in quite a state and very overwhelmed about how to ship her things to Canada. A friend of hers had told her about U-BAG, but she was too overwhelmed to know what to do next.
Anyway to continue, when I called the customer service desk in Johannesburg, a very friendly Lauren Reeks answered the phone. She tentatively listened to what I was requesting and empathised with my dilemma of not having anyone I could rely on to help me in South Africa. I also requested that I would initiate and be the contact person for the whole transaction. To me this was a tall order and I did not expect that it could even be organised this way from half way across the world. To my utter surprise, Lauren's friendly efficient manner calmed me immediately and she assured me that they would take special care to make sure that Mom's things would be taken care off and shipped accordingly. She started the process and sent me the paperwork immediately.
The long and short of it is that within 8 working days, with Lauren's due diligence and superb communication skills, my Mothers goods were picked up, weighed, invoice sent and after receiving payment were booked on a flight to leave South Africa on the 3rd of July.
I have to say that I have not experienced such commendable customer service in many years. I am especially surprised at this level of customer service from half way across the world with only one phone call and a hand full of emails. Lauren did not miss a beat, not even one, and kept me in the loop the whole way through. Her friendly efficient manner is something not often seen in taday's day and age anymore.
Thank You Lauren, I will forever be in your debt. U-BAG is lucky to have you on their team.
Kind Regards
Ingrid Bester
Thank you for the great service with our two bags. We will certainly recommend your company to other travellers.
Ann Bush
18 Jan 2010
HI CAREN
THANK YOU SO MUCH FOR YOUR ASSISTANCE IN GETTING MY LUGGAGE BACK FROM THE UK. IT WAS DELIVERED THIS AFTERNOON BY A VERY HELPFUL GENTLEMAN AND IT ARRIVED IN GOOD CONDITION. PLEASE THANK HIM AS WELL. I WILL DEFINITELY USE YOUR COMPANIES SERVICES AGAIN AND ALSO RECOMMEND THE COMPANY TO MY FRIENDS.
MUCH APPRECIATED.
REGARDS
CARROLL WALKER
09/11/2009
Dear Justus,
I am finally getting around to thank you for the excellent service rendered for my shipment from South Korea. I would like to also thank the agent in South Korea who was also constantly in touch with me before collection of the bags. Not only did my shipment arrive intact, it was neatly wrapped and secured. The local courier company that delivered my bags to my door was very professional.
U-Bag will definitely be recommended anytime to family members and friends who would like to utilize international shipping.
Sincerely,
Irene Richmond
Dear Simon,
I wanted to write to you to say how delighted I was with the U-bag service I employed during my relocation from UK to Singapore in June. In particular I wanted to mention Louise Austin in the London office whom I dealt with throughout. I don't know if as a Company you have an "employee of the month" award but if so I would like to nominate Louise for this please.
I was remarkably disorganised with my move, but Louise organised the paperwork and all of the forms within 24 hours of my online booking and within 4 days of initially submitting the order my bags were collected from home! I phoned her with so many questions in the 48 hours before collection, and she truly had the patience of a saint! She always phoned me back when she promised to, right down to calling me before I left the country to reassure me that my bags had made it to her and confirm the total to pay. On arrival in Singapore she sent me all of the flight details and the contact phone number at this end, and my bags were with me within a week of them being collected from home, and at the price I paid I firmly believe it was value for money.
In an age where I feel customer service is truly dying, I felt compelled to write to you as my whole experience with U-Bag was so incredible, and I would highly recommend the company to anyone else relocating abroad. I would have emailed much sooner but my first few weeks here in Singapore have been truly crazy.
Thank you for your time,
Warmest regards
Carolyn Gauntlett - 14 July 2009
Dear Sirs,
Thank you very much for the outstanding service received from yourselves. The professional reception and service on Monday morning in your Johannesburg office and the confirmations immediately received as well as the fact that the suitcase was delivered to our son’s house in Sutton Surrey on Wednesday afternoon, 2 days later, was really service with a smile. Thanks very much indeed.
Neville Furmidge CA (SA) | Consultant June 2009
Dear U-bag
Having had my first experience with U-bags, I wanted to share my experience with those who made it happen. I was really impressed by the service I got. I have requested a shipping of my boxes from South Africa to The Netherlands. My experience was fantastic from start to finish. They were effecient in delivering boxes in South Africa for the packing, effecient in collecting them and storing them until payment was received, put them on the first flight as soon as payment was received and delivered it to the destination on the same week. They gave a time indication and they did stick to that with a great degree of professionalism. The prices were also by far the cheapest. It is great value for money. I will recommend it to other people for sure.
Keep up the good work.
Regards,
Faten Aggad - 23 Jan 2009
Dear Justice
I would like to compliment you on the service I received from Gerhard.
I called and arranged for him to send a box to the UK, but could not furnish the delivery address as I had not yet received it from my son. It took about a week to sort the address out. Gerhard called me a few times to remind me about the box. He was always courteous, well-mannered and well spoken. He really went to great lengths to ensure that the box would be on a flight last night (without compromising your company in any way) because I told him I would like my son to receive his box before the Easter weekend. Gerhard needs to be commended for the great level of customer service he provides on behalf of U-Bag.
Regards
Vera Nortman – Standard Bank
March 2008
Hi Sean,
I just wanted to let you know how impressed I am with your service. I am so amazed at how easy and smooth everything went.My package was picked-up by your driver on Monday morning and it was delivered on Friday at noon.I never expected this process to be this easy and without any hassle.I will definitely use your services in the future as well as recommend it to family and friends.Please send this on to your manager/supervisor to convey my appreciation.
Kind regards
Annemie Hanekom
October 2007
I have received all the boxes yesterday. Thank you very much. I must commend you on your fast, efficient and value added service. I am taken aback by the service that your company offers. Well Done!!! Thanks again. I will definitely recommend U-Bag to all friends and family in the future.
Best Regards
Shaik October 2007
Gena
I collected my bags on Friday, 4pm Perth time. There were no problems in getting the bags. Thanks for attaching the pre-filled customs forms and a copy of the passport that you got from me while I was there. It came in real handy as I didn't have to fill out the forms again, also as I went to collect the bags from work I did not take my passport to the customs house. so I showed the copy and that satisfied the customs guards. I had to pay the AU$60 to the Qantas Baggage handling company and they released the bags within 30mins.
Thanks for the assistance and great service
Kind Regards
Angelmo Shanmuganathan Octorber 2007
I wanted to thank you for the efficient and pleasant manner in which you arranged my trip to London. Most of all your recommendation of U-bag saved me a small fortune in excess baggage costs (I took approx 140 kgs with me!) and allowed me to bring along items to help my son and myself settle in and feel at home in a strange land for the time we are to be here and for this I am very grateful as I could not have afforded to this otherwise. I can strongly recommend their service as relaible and very efficient and I found Donovan who helped me very friendly, knowlegeable and well organised. Everything was trouble free and their door-to-door service is brilliant and stress free.
Deborah Roberts 27th July 2007
Thank you Sean, We were very happy with the service offered by your company and will both use the company again and encourage others to.
Lize - Strauss.co.nz - 11th July 2007
Hi Thashni
Thanks so much for your assistance this afternoon. It is such a pleasure dealing with someone so professional and organised and gives us peace of mind!
Kerry - 30th April 2007
Trust you had a nice restful weekend.A little note to say thank you for all your help regarding package from DBN-DOHA,your helpfulness,kindness and expertise were much appreaciated.The good news is that the parcel arrived on Sunday with everything intact and better still was getting the marshmallow easter eggs. Keep up the good work-you are great and I am sure we will need to use U-bag again.
Sharlene von Berg - April 2007
Dear Sean
I just wanted to let you know that all our boxes arrived yesterday. I wanted to thank you for your excellent service and all the help in getting our stuff over to Germany. Deltec in Germany were also fantastic.
Sally - 3rd April 2007
Thanks Monique, as usual your service is excellent and a pleasure doing business with you - here's to a long and prosperous liason, I hope.
Mags Jackson - 23rd March 2007
To Whom It May Concern,
I have recently taken on the responsibility of sending luggage to South Africa for a friend and have been worrying about it for well over two months now. My friend, to whom I'm sending the luggage, has had difficulty in communicating with me and this has created even more of a problem and less piece of mind. However, Gena stepped in and acted as a middle party and has taken control of the entire situation. She was in touch with the South African branch to get hold of all the necessary forms, she then contacted me with dates on when the goods can be collected and all the procedures which will take place and she has kept constant contact with me to reassure everything is going according to plan. Gena has taken all the responsibility from me and dealt with it so promptly and professionally that my first impression of your company is of the very highest standard.In my line of work we constantly have people moving and I can assure you that, thanks to Gena, I will be referring all of them to U-Bag. She deserves every bit of recognition... Thanks Gena, job well done!!!
Alan Ridderhof - March 2007
Hi Monique.
I just wanted to email you and thank you and your Company for such excellent service! It was fantastic!!! Everything arrived safely and with such efficiency!!! Both Wendy and I are definitely going to recommend your company to all those we come across as we are both so impressed! It is definitely one to remember for future use. Thank you again!
Julia Kruger - 5th March 2007
My beautiful African table arrived yesterday and its in perfect condition. Thank you both for your help in getting it to me. This table will give me great memories of my trip to Africa for many, many years.
Doug Lambert - January 2007
Thanks Thashni & Sean for assisting me during the holidays.
Thashni, Farzana asked me to email you and thank you for your excellent service and support you gave her in Durbs. I collected my cargo this morning as Saudi Cargo Offices were closed for the last week due to the Haj holidays. Keep well!
Goolam - January 2007
Dear Sean,
Thank you for the excellent service. I want to thank you and U-bag for delivering our baggage from South Agfrica. We can only say that the service we received from U-bag was very helpful and professional. We were happy to see our boxes arrive from Johannesburg this morning and we are now in the process of unpacking. We will unquestionably use you again and will recommend you highly to all our friends.
Grant Saggers - 30th November 2006
Dear Monique
Thank you so much for all your effort and assistance in helping me get my belongings to Canada. I collected the two items this afternoon - everything perfect, as though I had packed it yesterday. I really appreciate the incredible service and I hope that you will assist me again in three years time when I need to return. Be assured of my positive word of mouth to others who may be needing the same excellence. Thanks once again. God bless,
Noel Rucastle - September 2006
Thank you ever so much for your excellent service. I received my goods on Tuesday the 7th (Feb). Everything was okay and the people from the delivery company were also very helpful. Thanks again for your patience and excellent service. It is really appreciated. I will definately recommend your service. -
Asanda Siwisa - February 2006
Got all my luggage safe and sound!!! Thanks for everything! I am going back into the travel industry come January and will definitely recommend you guys!!!! - Jennifer Kelly - November 2005
Thanks for your assistance in the procedure, we will pleased to recommend u-bag to friends and family. -
Sarah Bayless - January 2005
U-Bag have shipped a number of packages for me. 2 of these were very large and U-Bag gave me an extremely reasonable price for them. U-Bag are in summary economical, quick, efficient and professional. They are also very good at keeping me informed about the progress of a shipment. -
Sarah Brown - November 2004
Thank you so much to everyone at U-Bag for sorting out all my excess baggage problems. I couldn't have asked for a more friendly, efficient service. I will be recommending U-Bag to any of my friends wanting to send their excess baggage over-seas.
Felicity Smith - October 2004
Thank you so much for the information and for your amazing efficiency. We will definitely use your company again in the future. It was an absolute pleasure dealing with you and we will not have any hesitation in recommending you in the future.
Janet Welch, marketing manager, KZN Philharmonic Orchestra - October 2004 | 
