A Cuban woman reported on social media this Saturday that a package sent through the Cubamax agency arrived with a reduced weight and missing items. The customer service team avoided addressing her complaints, leading to renewed criticism of parcel services related to shipments to Cuba.
The user, LaSai Dela Vida, shared that on April 16, she received a notification from the agency indicating that the package was en route for delivery.
She recounted a previous uncomfortable experience with the same company when a delivery person showed up at her house at 10 PM during a blackout, accompanied by his son, claiming there had been complications.
Unexpected Delivery Issues
This time, the package was received by a neighbor at the recipient's request due to frequent power outages and phone coverage issues in the area.
The box seemed to be sealed upon arrival, but upon opening, it was discovered that the bottom nylon was torn and several items were missing.
According to her complaint, the package originally weighed 20 pounds but was delivered at 17.34 pounds, raising suspicions of tampering during transport or delivery.
Customer Service Response
When attempting to file a complaint with the agency, the sender visited the branch where the package was dispatched and later the main office. They were told that the loss might be attributed to those who received the package, namely the neighbor or the recipient's son.
"How do they do it? I don't know, but they steal," wrote the complainant, who also noted that the customer service number in Cuba stopped responding to her after the initial contact.
Community Reactions
The post sparked a wave of comments sharing similar experiences. The complainant mentioned that a neighbor received a phone shipped in a box, but the delivery person initially denied the package's existence. The box later surfaced after the family demanded answers.
Other users also recounted losses or irregularities in deliveries. One woman reported a missing 15-pound package of chocolates, while another user claimed that one of two phones sent from abroad was missing.
"It's daylight robbery," commented one user, while another criticized the behavior of couriers who show up unannounced and try to leave packages with any neighbor available.
Regulatory Context
These complaints arise amid a backdrop where the Cuban regime authorized the U.S.-based Cubamax Travel Inc. to operate on the island as a money transmitter, according to Resolution 135/2025 from the Central Bank of Cuba, published in the Official Gazette.
This regulation allows the company to channel funds through Cuban financial institutions and provide cash in national currency or foreign currency to beneficiaries within the country, under state supervision.
However, the actual operation of the service has raised questions among users, as the resolution does not specify key details such as fees, commissions, transaction limits, or delivery timeframes.
Meanwhile, complaints about shipments, merchandise losses, and poor service continue to pile up on social media, reflecting the growing distrust among Cubans towards the parcel systems managing goods painstakingly sent from abroad.
Common Concerns with Cubamax Services
What issues are being reported with Cubamax deliveries?
Customers have reported packages arriving with reduced weight, missing items, and unresponsive customer service, leading to suspicions of tampering during transport or delivery.
How has the community reacted to these delivery issues?
The community has expressed frustration and shared similar experiences of loss or irregularities in deliveries, calling it "daylight robbery" and criticizing the behavior of couriers.
What regulatory changes have affected Cubamax operations in Cuba?
Cubamax has been authorized to operate as a money transmitter in Cuba, according to a resolution by the Central Bank of Cuba, allowing them to channel funds through Cuban financial institutions.