Related videos:
A Cuban woman reported this Saturday on social media that a package sent through the agency Cubamax arrived with less weight and missing items, while customer service avoided responding to her complaints, in a case that has reignited criticism against the package services linked to shipments to Cuba.
According to the user LaSai Dela Vida, on April 16, she received a message from the agency informing her that the package was on its way for delivery.
The woman explained that she had already had an uncomfortable experience with the same company when a delivery person showed up at her home at 10 PM, during a blackout, accompanied by her son and claiming that "things had gotten complicated."
On this occasion, the package was received by a neighbor at the request of the recipient, due to the frequent power outages and issues with phone coverage in the area.
The box arrived apparently sealed, but upon opening it, they discovered that the nylon at the bottom was torn and several items were missing.
According to the complaint, the package was sent weighing 20 pounds but was delivered at 17.34 pounds, a discrepancy that raised suspicions of tampering during the transportation or delivery process.
When they tried to file a complaint with the agency, the person who sent the package went to the branch from which it was dispatched and then to the main office, where, according to the testimony, they were informed that the loss could be attributed to those who received the parcel, namely, the neighbor or the recipient's own son.
"How do they do it? I don't know, but they steal," wrote the complainant, who also stated that the customer service number in Cuba stopped responding after her first attempt to get in touch.
The post generated a wave of comments with similar experiences. The complainant herself recounted that a neighbor of hers received a phone sent inside a box, but the delivery person initially claimed that the package did not exist. She stated that the box appeared after the family made a complaint.
Other users have also reported losses or irregularities in deliveries. One woman stated that a package of chocolates weighing about 15 pounds went missing, while another internet user claimed that one of the two phones sent from abroad was missing in his case.
"It's armed robbery," wrote one commentator, while another criticized the behavior of the delivery people who, as he claimed, show up unannounced and expect to leave packages with any neighbor.
The complaints arise in a context where the Cuban regime authorized the American company Cubamax Travel Inc. to operate on the island as a money transmitter, through Resolution 135/2025 of the Central Bank of Cuba, published in the Official Gazette.
The provision allows the company to channel funds through Cuban financial institutions and deliver cash in national currency or foreign currency to beneficiaries within the country, under the supervision of the state system.
However, the actual functioning of the service has raised questions among users, as the resolution does not clarify key aspects such as fees, commissions, limits per transaction, or delivery times.
Meanwhile, the complaints about shipments, lost goods, and poor service continue to accumulate on social media, reflecting the growing distrust of Cubans towards the courier services that manage the goods sent with effort from abroad.
Filed under: