Situation in Detail
Arjuna Tsydenzhapova, a Russian citizen living in Chita, reported that about 200 people have suffered from the company's actions, and this is only those who joined groups in messengers; the actual number may be much higher.“You probably know that there have been problems at the border: Russia closed 'grey' imports, and Kazakhstan tightened control. Previously, goods from China passed through Kyrgyzstan with customs duties paid, and then were delivered to Russia under the Customs Union. Closer to September, huge queues of more than 7,000 trucks formed at the Kazakhstan-Russia border, and the company 'RossCargo' announced the availability of express delivery, assuring customers of having their own route. The first express deliveries did indeed deliver cargo in September, and the company continued to accept orders,” Arjuna said.
She sent 500 kg of goods by air freight, which arrived within a few days, while the remaining 700 kg were sent through "RossCargo."
“A company representative, Iskender, assured that everything would be fine and that the cargo would be delivered in 15-20 days. In the end, on October 14, I handed over 700 kilograms to them. A month has passed, and there is still no cargo. I started calling and writing. An employee, Daniyar, responsible for customer relations, initially explained that the truck went one way, then returned and was reloaded. However, it turned out that the cargo was just lying in their warehouses, raw and dirty. Other clients picked up their spoiled goods after a month. Now people who sent cargo in September and October still cannot find it, and the company ignores calls and messages, having closed comments under posts on social media,” she added.
Arjuna reminded that Russia extended the simplified import deadlines until December 25.
“They had the opportunity to turn around the sent trucks. If the cargo crosses the border, entrepreneurs fly to Moscow from the regions to find their goods and check the warehouses themselves. Meanwhile, senders are not informed about the whereabouts of the goods. This is complete irresponsibility and negligence!” Arjuna exclaimed.
Recently, she visited the company's office in Bishkek.
“When I arrived, the employees were just sitting and laughing, saying, 'Well, if you want, you can do black PR against us.' I spent three hours in the office and saw not a drop of regret. One of the employees, who previously responded to my message, was now in the office, although he claimed he had resigned. People are suffering huge losses due to their inaction. The season has already passed, and everyone had goods that needed to be sold. At the moment, I have no money to pay salaries to employees or rent. If they had said, 'We can't do this,' we would have understood, but they advertised their express services on Instagram,” she emphasized.
“Now they are demanding four times more for delivery. For what? For dragging the goods for three months and not delivering them? I don’t know if they will even deliver it at all. Other companies also had delays, but they respond to their clients, keep them informed, and feel responsible for the cargo. But 'RossCargo' simply ignores us,” the entrepreneur added, noting that this attitude concerns not only Russians but also citizens of Kyrgyzstan.
Many Similar Cases
Another businessman from Bishkek, Alibek T., also told Kaktus.media that he sent cargo through "RossCargo" in September and October but has still not received part of the shipments.“It is impossible to contact the management - calls and messages go unanswered, and there is no clear information. We suspect that our goods are lost. The situation requires immediate intervention from the competent authorities,” he noted.
Irina Mukhanova from Omsk added that her cargo has not been released since September 14.
“Previously, we sent goods through 'RossCargo,' and we had no complaints. This time they accepted the cargo, although they could have refused if they were not sure about the delivery. The value of the goods is 800,000 rubles! I waited, understanding that the situation was complicated. But then the constant lies began: wait five to seven days, then seven to ten. I wrote and begged them to tell me where the goods were. Then they said they sent it to the wrong place and were looking for it, but three months have passed. On December 3, I submitted an online application to the Ministry of Internal Affairs of the Kyrgyz Republic. They replied that the company reported that the goods were on the way. No one investigated the matter. The final destination is Omsk, and the goods are supposedly at the Ulyanovsk border. How is this possible? At the consulate in Omsk, they told me: 'Wait, we are checking the information.' I tried to call Moscow, Novosibirsk, and Bishkek - silence. People even pay money to find their things. People fly to Moscow from other cities. I can't take it anymore. This is our business, our money, we live off this, and this is how they treat us. They ignore us, don’t respond, and if they do respond, they lie. If before the delivery to Omsk cost 40 rubles per kg, now they are demanding 240-250 rubles. Why should we pay for goods that haven't even arrived? We are not 10 or 20 people, but hundreds, and the companies don’t care about us! Why are such unreliable companies allowed to operate at all?” the entrepreneur expressed her frustration.
Alena Kovalig from Krasnoyarsk spoke about her cargo, which was processed on October 17 and has still not been delivered, and the company ignores all inquiries.
“I have seasonal goods, and now I no longer need them. December is the most selling month, and I lost it because of them! I have never used delivery services before. This was my first, but sad experience. Will this go unpunished? They cannot deliver our goods, but they have the money and time to open a new company - NovoCargo. We found out that other companies, although delayed, still deliver cargo,” she shared.
Company Response
Representatives of "RossCargo" claim that they continue to fulfill their obligations to clients, although they acknowledge problems with service in recent months.The company noted that this autumn, logistics in Central Asia faced unprecedented external challenges. The main reason for the delays was the tightening of customs control at the Kazakhstan-Russia border, which began in September. These measures were confirmed by reports from the Federal Customs Service of the Russian Federation and covered in Russian media, which recorded multi-kilometer queues of trucks and an increase in border crossing times from several days to a month or more. Similar measures were also introduced by the Kazakh side.
In "RossCargo," they emphasized that, unlike other carriers who completely suspended the acceptance of cargo, they continued to operate and adapted to the changing situation. Successful express deliveries in September were the result of a rapid restructuring of logistics and expectations for the normalization of the crossing regime, which, unfortunately, did not happen.
The company acknowledged that the delays caused an unacceptable level of service and disrupted clients' plans. Currently, "RossCargo" has focused its efforts on inventorying cargo in warehouses in Bishkek and Moscow, as well as establishing individual communication with each sender to inform them about the whereabouts and status of their goods.
Additionally, the company apologized for the lack of communication in November, explaining it was due to the need to find alternative routes and resolve operational issues. The disabling of comments on social media was related to the influx of similar questions, for which there were no specific answers at that time.
In conclusion, "RossCargo" confirmed its readiness for dialogue with clients to resolve emerging issues.
Photo on the main page is illustrative: cargo726.ru.
