If you want to file complaints about parcel and logistics services of PASAR Express Logistics including issues related to parcel delivery, refund of shipment cancellations/deposits, insurance claims, defective/damaged packages, e-commerce solutions, and freight services, follow these steps and use the provided contact details:
PASAR Express Customer Support:
- Customer Service Number: Call the PASAR’s hotline at +576012916500 (Bogotá), +576046042828 (Medellín), or +576024897575 (Cali) to raise your general complaints.
- Email: Send your concerns by email at cs@myib.com / customer-service@myib.com or ChinaCS@myib.com.
You can also contact the regional offices or use the international hotlines (e.g. 018000111752 (rest country), 3057042435 (Miami), and 2916505 (Bogotá)) from the contact page. To track the status of your shipment, navigate to the Pasar tracking page and enter your package tracking number.
Steps to file an online complaint:
- Visit the PASAR Express website (clientes.pasarex.com).
- Navigate to the “Contact Us” page.
- Open the online complaint form.
- Fill in the form by providing required details including your order/tracking number and a description of the problem.
- Submit the form.
Finally, note down the reference/ticket number to track status. If your issue is not resolved through the initial contact, escalate the case to customer service again via the provided phone number or email, referencing your previous complaint. Further, escalate your issue to a senior executive or manager.
Approach the Consumer Forum
If you are still unsatisfied with the final response of PASAR Express or your consumer rights are violated, you can approach the Consumer Protection Authority of your country by providing all documentation and correspondence related to your complaint.
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