A frustrated client of KenTex Cargo, a logistics and freight forwarding company, has raised serious grievances over the company’s refusal to compensate for damages sustained by an Audiometer worth approximately Ksh 200,000 during transit from the United States to Eldoret.
She claims that the company’s handling of the matter has been negligent, leaving her with no recourse despite repeated follow-ups.
The Audiometer, a critical piece of medical equipment, was shipped from the USA to Nairobi, arriving in good condition.
However, during the final leg of the journey to Eldoret, the item was damaged in transit.
After receiving the broken Audiometer, she promptly reached out to KenTex Cargo to seek compensation.
Despite multiple attempts to resolve the issue, the company has allegedly refused to offer compensation.
She claims KenTex Cargo has demanded a receipt to verify the price of the Audiometer before taking any action, a request she finds unreasonable given that no such requirement was mentioned when the item was first collected.
The Audiometer had been shipped by a foreign sender named Brenda, who struggled to trace the receipt. Although this challenge was communicated to KenTex Cargo, the company did not initially ask for proof of purchase when accepting the shipment in Nairobi.
Now that the device is damaged, she questions why the company is suddenly insisting on documentation.
She further expressed frustration over what she describes as KenTex Cargo’s unresponsive customer service.
Even after providing all the necessary details, including an invoice for the Audiometer, the company has yet to address the issue satisfactorily.
She believes the delays are deliberate and that the company has not offered a reasonable explanation for its reluctance to resolve the matter, while also pointing out inconsistencies in communication, with KenTex Cargo reportedly asking for extra documentation after the shipment was already collected.
She views this as an unfair tactic, especially since such requirements were never mentioned beforehand.
The ordeal has taken both an emotional and financial toll.
She feels that the company is making unreasonable demands and failing to take responsibility for damage that occurred while the item was under its care.
The ongoing delays have only added to her frustration.
Attempts to escalate the issue within the company have not yielded results, and she now seeks further assistance to hold KenTex Cargo accountable.
As of now, the company has not provided an official statement regarding the grievance.
Known for offering cost-effective logistics solutions, KenTex Cargo specializes in air and ocean freight between the United States and Kenya.
However, this complaint raises concerns about its internal processes, particularly its policies regarding compensation for damaged goods.
For customers shipping valuable items, this case serves as a cautionary tale, showing the importance of understanding a logistics company’s procedures for handling damage claims.
“Hi Nyakundi. Kuna company inajiita KENTEX CARGO.
I brought for me luggage from the USA (an Audiometer).
The Audiometer arrived in Nairobi ikiwa sawa, but in transit to Eldoret, it broke down (ikavunjika).
I have followed up with them but they don’t want to compensate me, imagine 🤦🏽♀️.
So nataka unisaidie kuwaabika, please.I can give you the number of the lady manager to confirm first… ama?
They are really torturing me.
They are asking for the receipt of the Audiometer to know the price so that they can compensate me…
But wakichukua mzigo, hawakuniuliza the receipt… but why ask now when it is damaged?
You see, the Audiometer ilikuwa imetumika kidogo, and that mama mzungu alituma anaitwa Brenda…
She looked for the receipt, hakupata…Then I told the lady manager, Brenda could not trace the receipt…
But they didn’t ask Brenda for the receipt wakichukua mzigo… then why now???
This is the invoice of the Audiometer she requested…
But kumtumia, wakaruka tena na walikuwa wameitisha.
Kindly help me, please.”
