Norm
Terrible experience - Improper packing
Lied to during the sales period. Items were not packed properly leading to damage. Insufficient communication and management of the process, including leading to additional charges due to their lack of management and not informing me of what I needed to provide. I even talked directly with the President of the company who shared no apologies or concern for the treatment here. This attitude and disdain for customers is clearly an issue coming from leadership. Update (based on reply): The packing of art was not done correctly. Paintings were put in shared boxes with no protection leading to damage. Canvases were punctured because of poor packing. This isn't just an issue of things moving, but negligence. I had made clear that art would be included, sent pictures of the paintings and even verified there was experience with this sort of fragile item. Despite all of this, there was no attempt to ensure correct packing nor care for the art. Multiple pieces were damaged, not just a one off. I was lied to about the capacity of this shipping company directly by the company. Update 2: I believe the representative responding to my review is lying. The company has not requested any pictures from me and has not provided me any details of what they are investigating as of yet despite publicly saying that they have. Don't trust this company to be honest, communicate, or able to pack and care for your stuff. Update 3: I just proactively sent photos. I sent a response to the note that there was to be an investigation and even asked what it would be covered. But you all decided not to respond through email and are instead choosing to add details here instead of trying to work with me. For the public record, I had sent photos of the art that needed to be shipped back in October and was told that it would be packed carefully. This was still false and very clearly so based on the damage. While details can be missed because of the stressful situation, it doesn't help that the company chooses to work in public and not take responsibility - also what occurred late last year when there was no communication for a month that the shipment was pending information from me and I needed to follow-up to even learn that fact. The agent coordinating even noted that they had assumed I was communicated that information to me even though it wasn't. The president of the company defended those actions and that treatment of a customer and poor communication and instead blaming it on me and charging me additional fees, even if reduced. Throughout the whole process I have had to manage the communication despite being told that it was one of the services they provided and continually noted that. Despite the president of the company being aware of this. This is not the behavior of a good company, but one that is just trying to sell you their service and then stops caring about the customer and experience in some cases. Based on the positive reviews, there are clearly some customers who are treated better than others.
Response from International Sea & Air ShippingApr 22, 2026
Dear Norm, Thank you for your feedback. We’ve reviewed your file and would like to provide some additional context. At the time your review was posted, your most recent message had just been received and our office was in the process of reviewing the details so we could properly look into the matter. Regarding the shipment: - Our destination agent reached out prior to pickup to request the documentation required for clearance, with follow-up correspondence sent before the information was received. - Shipment scheduling was dependent on this documentation being provided, which was communicated at several points. - Storage may be required when a shipment is placed on hold pending documentation for clearance. - We worked to reduce the storage cost as a courtesy and applied a $390.00 discount on your invoice. - Packing was completed by an experienced local agent in accordance with standard shipping practices. While we work with long-standing, vetted partners, international transport involves multiple handling points, and in some cases items may shift or sustain damage in transit. Once notified, we provided guidance on the insurance claims process and requested supporting documentation so the matter can be properly reviewed. We have also shared your feedback with the local agent to ensure continued quality standards. We understand that international moves can be complex and, at times, frustrating. While we may not fully align on all aspects of your experience, our focus remains on addressing concerns through the appropriate channels and ensuring each matter is reviewed thoroughly. We remain available to continue assisting with your claim as documentation is submitted. Update: We would like to further address your concerns regarding the handling of artwork. We do not take allegations of improper packing lightly. At this stage, the matter is under review through the formal claims process, which requires documentation and photographs to assess the condition of the items at origin, prior to pickup, and destination, as well as the materials used at time of packing. This process is necessary to determine what occurred and whether any issues fall within the scope of coverage. Update 2: Our team did reach out directly to request photos of the reported damage so we can investigate this thoroughly. Specifically, an email was sent by your sales representative on April 22 at 10:52 AM requesting detailed photographs of the items in question. In addition, we shared your feedback with the origin agent who performed the packing and requested their internal review and findings. The insurance company has also been in touch to proceed with your claim and our move coordinator has provided you with all the relevant documentation to proceed.