A longstanding Caribbean shipping company based in Brooklyn is facing mounting criticism after customers reported lengthy delays in receiving packages shipped to Tobago — some dating back to last year.

Pamela Lindsay, owner of Trinbago Express Shipping Services, has operated the business for 27 years from her location at 9909 Foster Ave. in Brooklyn. The company also maintains two branches in Trinidad and Tobago, serving a loyal customer base on both sides of the Caribbean. But since mid-2023, clients have raised concerns about undelivered shipments and a lack of accountability.

In a recent segment on a local news program hosted by Shenell Felix, former Tobago House of Assembly (THA) and Parliamentary Representative Miriam Caesar-Moore shed light on the growing frustration.

“The problem is that since last year, July or August, over 40 Tobagonians shipped goods from America to Tobago,” Caesar-Moore explained. “They were told deliveries would arrive within six to eight weeks, and today they still haven’t received them.”

Caesar-Moore called for immediate action from the THA, citing both the financial and emotional toll on affected residents. “This private company in New York took all these consignments and has not delivered yet. A lot of Tobagonians are hurting badly. We have people — small business owners — who’ve lost over $160,000, along with others still waiting for barrels sent since Christmas,” she said.

The complaints span both personal and commercial cargo, ranging from household goods to merchandise for small retailers.

Despite repeated inquiries, customers say they have received little information from the company about when — or if — their packages will be delivered. Caribbean Life reached out to Ms. Lindsay for her perspective on these issues with her company, but did not receive a response at the time of publication.

As the situation escalates, affected residents and advocates including Caesar-Moore are calling on authorities in Trinidad and Tobago to investigate the matter and explore possible avenues for consumer protection.

“This is more than just delayed shipping — it’s livelihoods on the line,” said one frustrated customer. “We trusted them with our goods. Now we just want answers.”

One of the local business people in Trinidad and Tobago affected by the company’s shipping issues is Caesar-Moore’s son, Derek Moore.

He ordered some major equipment in July 2024, which was delivered to their establishment. The receptionist, who Moore says usually coordinated his shipments, assured him that it would have been shipped from there in one week and that he should have expected the items to arrive six weeks later in Tobago. However, that did not happen.

“At the end of August, I called her, and she kept avoiding my calls and telling me she didn’t have any information at the time, but the items were on the way. I was trying to get the cost for the shipment and an ETA. This shipment was time sensitive because we promised establishments to start supplying products, and the equipment was for that purpose,” Moore said.

Moore started to get frustrated in September when he was not getting confirmation on when the shipment, with perishable items, was sent out, and the receptionist started to be very evasive. Through persistent calling, he was told that the shipment did not go out on time, due to miscommunication.

After the receptionist assured Moore he would get the shipment in October and apologized, he shared that information with the business establishments his company was supposed to supply. He later found out that it was a big mistake.

“In mid-November of last year, when I spoke to the local broker, they knew nothing about the shipment.  It was not till the middle of December that I was told that my shipment would be in Tobago a week before Christmas or between Boxing Day and New Year’s. It never happened. Since then, I’ve been communicating with them in the USA and Trinidad, and all they do is give misinformation and straight-up lies. I was even told by the receptionist that my items would be in Tobago in 24 hours…never happened. We even emailed Pam in February; she acted surprised, unaware of the issues. She told us she would personally make sure we get the items before the week is out. I had my family go to the establishment, and they got the run around,” Moore added.

For Moore, these issues have harmed his business, including losing at least US$50,000 in revenue, leading his business to bankruptcy. He explained that the equipment was very important to the growth of his company, and to this day, it’s still at the port in Trinidad. He took out loans to purchase the items for the shipment, but not getting them caused him to close his business late last month because he couldn’t keep up with it without the items that had rotted at the port.

Moore is just one of many residents in Trinidad and Tobago who are affected by these shipping issues, and many in New York City are also affected.

One resident in New York City affected is Gwennet Phillips, who had been shipping items with the company over the past twenty years.

“I shipped items numerous times, and I have shipped items in September, October, and November 2024. The total amount of items during that period of time sent amounted to eleven pieces. These items included a television, bedroom furniture, kitchen appliances, and household items, to name a few. Also, I had planned a party for my mom, which was scheduled for Saturday, Jan. 11, 2025. This party was canceled because I did not receive anything to be used for the party,” she explained.

Phillips and many others in New York City are in dire need of answers, and she hopes that this problem will be resolved very soon.

Since last November, she has not received her items or even a letter of apology or an update from the shipping company for the inconvenience caused. Although Gwennet is no longer interested in doing business with this shipping company, she wishes them the best.

Discussing what he’d like to see done about the process to improve the company’s effectiveness, Moore stated, “I definitely would like to be compensated for lost business and opportunities. A lot of improvement needs to be made with their communication and transparency.”

Another New York City resident who has been affected is Elizabeth James, who has been dealing with the company for five years. “They shipped a barrel for me last year, and my family never got it until six months later. They got it, and the stuff in there was spoiled. It was tough for Christmas, and Pamela hasn’t had any responsibility for it,” she shared.

Expressing a similar sentiment to Moore about what she’d like to see done to improve efficiency in the process, James shared, “I would like the company to be more open and honest with its customers.”