What should I do if I encounter problems with agency-imported goods and want to file a complaint?
Solved#Import agent#
I imported a batch of goods through an agent, but after receiving them, I found that there were quality problems with the goods. When communicating with the agent, the other party was perfunctory and did not actively solve the problem. I want to know how to file a complaint in this situation of agency-imported goods. Are there any specific complaint channels? If I file a complaint, how long will it probably take to get a handling result? I hope to get a detailed answer. Thank you.
Professional consultant answers
James LiuYears of service：10Customer Rating：5.0
Foreign trade tax refund consultantConsult
If there are problems with agency-imported goods and the agent does not actively solve them, you can start filing complaints from the following aspects. First, check the contract signed with the agent to clarify the dispute resolution clause and see if arbitration or litigation methods are stipulated. If arbitration is stipulated, you can apply for arbitration to the stipulated arbitration institution; if litigation is stipulated, sue in the court with jurisdiction.
Secondly, if there are quality problems with the goods, you can file a complaint with the local market supervision and management department, providing relevant evidence of the goods, the agency-imported contract and other materials. In addition, if the agent is a member of the foreign trade industry association, you can report the situation to the association to seek mediation. As for the time for handling results, arbitration usually takes within a few months, litigation may take longer, and the mediation time of the market supervision and management department and the association is usually relatively flexible and depends on the specific process.
David LiYears of service：6Customer Rating：5.0
Senior customs declaration consultantConsult
You can try dialing the 12315 special hotline for consumer complaints and reports, explaining in detail the problems of agency-imported goods and the situation of communicating with the agent. The staff will guide you on the next step of operation.
Sarah ZhangYears of service：8Customer Rating：5.0
Document expertConsult
Collect good materials such as the agency-imported contract and the commodity quality inspection report, and report to the local commerce department. The commerce department has certain regulatory responsibilities for the import and export agency business and may help coordinate and solve the problem.
Amanda YangYears of service：3Customer Rating：5.0
Cost control consultantConsult
If you find an agent on an e-commerce platform, you can file a complaint with the e-commerce platform. The platform generally has procedures and mechanisms for handling disputes and will assist both parties in negotiating and handling.
Joseph ZhouYears of service：10Customer Rating：5.0
Senior foreign trade managerConsult
If it involves problems in commodity inspection and quarantine, such as the hygiene of imported food, you can file a complaint with the local entry-exit inspection and quarantine institution.
Emily LiuYears of service：10Customer Rating：5.0
Settlement and payment expertConsult
Expose the bad behavior of the agent on social media and other platforms, but pay attention to making objective and true statements to avoid infringement. Maybe it can attract the attention of the agent and thus solve the problem.
Jennifer WangYears of service：4Customer Rating：5.0
Market development consultantConsult
File a complaint with the Consumer Association, clearly explaining the whole story of the agency-imported goods. The Consumer Association may come forward to mediate and prompt the agent to solve the problem.
Andrew HuangYears of service：7Customer Rating：5.0
Supply chain optimization expertConsult
Send a lawyer's letter to the agent, informing it that it will face legal consequences if it does not solve the problem. Sometimes this way can make the agent take it seriously and solve the problem.
William YangYears of service：5Customer Rating：5.0
International logistics consultantConsult
Organize clear event materials and send an email to the relevant complaint mailbox of the local government, waiting for the relevant department to reply and handle.