Explect: zero responsibility, endless invoices
I had no intention of writing this review. We had closed the disaster chapter on Explect and moved on. But this morning, seven months after our shipment, Explect sent us an account statement with a brand new open item of €265. No invoice, no explanation, no phone call. Just another charge out of nowhere. So here is the full story, because other businesses deserve to know what they’re getting into.
Promises that meant nothing
We shipped perfume via LCL sea freight from the Netherlands to the US with Explect. Our first shipment already had problems. We were explicitly told the next one would go smoothly. It became a disaster.
They had everything and still dropped the ball
Explect received our complete importer documentation on 23 March. They knew we were expanding into the US. Not once did they advise us that a continuous bond was needed. They only raised it on 22 April, after the vessel had already sailed. So at the last minute, with our goods already on the water, we were forced to arrange a $50,000 US customs bond that any competent forwarder would have flagged weeks earlier. Their own staff later admitted in writing that they rarely handle situations like ours and that handling US customs clearance had become part of their role in a way that was “far from ideal.” Read that again. That is the company you are paying to handle your freight.
Their mistakes, our bill
Because of their delay, our two pallets sat in a US warehouse for more than two weeks. Explect then tried to bill us €1,337.95 in storage. We responded to every single request within 24 hours. We were the ones chasing them for updates, not the other way around.
Invoices that don’t add up
When we checked the invoice line by line, it got worse. US dollar amounts were copied onto the invoice as euros without any currency conversion. Eight separate broker charges were bundled together under one line called “bond fee.” The bond documentation they sent us to justify it was a blank template. If we hadn’t checked every number ourselves, we would have simply paid it.
Zero responsibility
When we raised all of this, the owner’s response was to blame us. Our company structure, our documents, us being “first-time importers.” On our second shipment. Meanwhile it was their own US agent who instructed the change of importer entity. Not one sentence of genuine accountability. Only after we pushed back hard did a small “goodwill” amount suddenly appear on the table, which says everything about how confident they were in their own charges.
And now this
We switched to a different forwarder, and our shipments since then have gone the way they should. And now, seven months later, Explect pops up again with €265 that nobody can explain.
Watch for their reply
I already know what comes next. Explect will most likely reply to this review with a polished story about everything we supposedly did wrong. That’s been their pattern from day one: deflect, blame the customer, never look in the mirror. And they know Trustpilot doesn’t let us reply back to their response. So when you read it, ask yourself one question: in this entire story, where is the part where they take responsibility for anything? You won’t find it.
My advice
If you value your time, your money and your sanity: do not trust Explect with anything that matters. If you do use them, get every promise in writing and check every single invoice line, because nobody on their side will. We learned that the hard way. Never again.
Reply from Explect
We understand your frustration and regret that your experience did not meet your expectations.
While your review reflects your perspective, there are naturally multiple sides to a complex international shipment. Our intention has always been to find solutions, not to assign blame.
We take feedback seriously and remain committed to transparent communication and professional service.
Regarding the €265, we are happy to clarify any outstanding questions directly.
We wish you continued success with your business.