What to do if the container does not match the condition and quality we ordered?
When transporting or storing goods, everyone tries to ensure that everything goes smoothly and without issues. If you order a container for pickup from a warehouse depot, you expect its condition to match your requirements and specifications in the order. And 98% of the time, this is the case, but what do you do if reality differs from these expectations, and something seems off in your case at first glance? What to do if you find that the container doesn’t match the condition and quality you ordered? This article will offer practical advice and steps on how to handle such a situation.
1. Before the container pickup, you need to have confirmation from the depot!
Do you already have a PICKUP REFERENCE?
If you have received a CODE from the supplier for picking up the container, it means the container is already released on our side for potential pickup. However, this does not mean you can just show up without notice…
We would appreciate it if you had confirmation from the depot before scheduling the pickup that your container is ready for pickup and can be physically collected. This confirmation is very important because if you arrive at the depot unannounced, and your container is stacked, for example, under 20 other containers, and 10 carriers are waiting in front of you for loading (who were properly scheduled), the depot will likely tell you that they simply cannot load your container today… And any efforts or calls on your part will be completely pointless because you could have affected this situation beforehand by properly notifying the depot…
Please contact the depot when you plan to pick up the container – because they need to know so they can schedule handling. This will ensure a smooth loading process and prevent any misunderstandings that the container will be stacked.
Write or call the depot with the reference number, date, and expected pickup time. Then wait for confirmation. You can only pick up the container after receiving confirmation from the depot. (Contact information for the depot, including the reference number for pickup, will be provided by the supplier after proper payment for the container.) This process usually takes a maximum of 2 days from the payment date.
Only once you have this confirmation can you come to the depot to pick up the container…
2. Thorough inspection of the container on-site
Please inform your carrier to inspect the container(s) before leaving the depot, and immediately notify us of any discrepancies! This situation should always be addressed while the container is still physically in the depot area so that we can offer a solution immediately.
We can never predict unexpected situations. In rare cases, the container may be damaged during handling at the depot, which we could not know about beforehand. For these reasons, it is necessary to contact us immediately before the container leaves the depot. Once the container leaves the depot, no later claims can be accepted!
Therefore, it is really crucial to perform a thorough visual inspection of the container before loading it when picking it up from the warehouse depot! Check not only the external condition of the container but also its interior. Look for cracks, dents, corrosion, leaks, or other visible defects that clearly do not match the quality category you ordered. Each quality category: IICL6, IICL5, CIC, Cargo Worthy, or AS IS has its specific ISO standards that the container must meet to be classified in that quality category. Therefore, it is also important to know in advance what quality of the container you ordered and expect accordingly.
This means: if you order, for example, the Cargo Worthy quality category, and the container is repaired or has rust on it – that is perfectly fine, as it still meets the CW quality standards. On the other hand, a new IICL6 container should definitely not have rust or repairs on the container’s structure. If these facts differ, the situation needs to be addressed with the seller immediately!
However, be aware, sometimes you may order a retired container, and this particular unit is in excellent condition and somewhat resembles the CW quality category. Then, you order another container, but lo and behold… this container already has a 1cm hole in the roof, is overall in much worse condition, and you don’t like it. However, this is not grounds for a container complaint since the supplier delivered the quality category you ordered. Each container differs from another. So, if you order a lower-quality container for less money and expect to receive better quality – it’s not a fault of the supplier!
3. Responsibilities of the buyer
The entire responsibility does not rest solely on the supplier’s shoulders; you, as the buyer, must also ensure the conditions for container pickup at the depot.
- The container needs to be picked up with a vehicle that meets safety regulations.
- You, as the purchaser, must instruct the carrier you ordered about the necessary inspection of the container.
- The condition of the container must be checked either by you or a person you designate.
- For container pickup from the warehouse depot, you usually have 7-10 days after receiving the PICKUP REFERENCE (otherwise, you may be charged storage fees for each day the container stays in the depot beyond the specified time).
- If the container is not picked up within the specified time, the reference may become invalid, and you would need to resolve its revalidation with the supplier.
What is the procedure when something doesn’t match?
Documentation is your best ally
If you find any defects, it is necessary to document them immediately. Take photos and videos not only of the affected areas but also of the overall condition of the container. Detailed documentation will serve as evidence in resolving the situation. You can send the photos or video to the seller immediately, who can start addressing the situation right away. Without these materials, resolution is really impossible. In addition to visual evidence, also write a detailed description of all the identified issues and make sure you have all the necessary information, such as the container number, date, and place of pickup, so that the seller can verify that you have the correct unit and there was no mix-up.
Inform the supplier immediately
As soon as you discover that the container does not meet the ordered quality, it is important to immediately contact the supplier or company from which you ordered the container. Provide them with all the details, documentation, and clarify the next steps. In most cases, reputable companies are willing to resolve the situation as quickly as possible and offer you a replacement container, repair, or another form of compensation.
Prevention is the key to success
To avoid similar situations, it is good to pay attention to several preventive measures. Choose only verified suppliers with good references and transparent conditions. Always ask for information about the condition of the containers (quality category) before placing an order. The quality category has set standards, which protect both the buyer and the seller.
What to do if the supplier does not respond?
What to do if the supplier does not respond? Such a situation may occur, for example, if you went to pick up the container at the warehouse depot over the weekend and the supplier only works Monday to Friday. At this time, you probably will not be able to reach them. How should you resolve this situation? The best approach is as follows:
- Prevention as the foundation of success: pick up the container on regular working days when the supplier is available
- If the situation has already occurred that you cannot contact the supplier: take photos of the container (from a distance, showing the entire container including the container number!)
- Take a more detailed photo of the damage that does not match the quality category you ordered
- Refuse to pick up the container from the depot (unfortunately, if you take the container, you take responsibility for its current condition)
- If possible, have the depot worker confirm that the container could not be taken due to not matching the ordered quality
- Send all materials: photo documentation, pickup documents, depot statements, and order to the supplier, who will start resolving your problem as soon as they receive it
Summary of key steps when dissatisfied with the container’s condition
- Perform a thorough inspection of the container when picking it up.
- Document all defects using photos, videos, and written descriptions.
- Immediately contact the supplier and provide them with all the evidence.
- Ensure all documentation is in order.
- Start resolving everything with the supplier.
How do the container quality categories differ?
Italy, Livorno 
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