Absolutely Clean

Customer can speculate to what we did and did not tell herBut we know what goes in at our store better than anyoneWe do not offer tracking numbers for [redacted] Priority Mail, never have until recently when the postal service started to offer “E-DEL CONFIRMATION” to packages to in select countries in EuropeWhat we did offer was a “CUSTOMS REFERENCE NUMBER” that is trackable at times And yes I was trying to offer the lower rate of shipment and am glad that customer understands thatBut what I also want her to understand that this method of shipping is supposed to be safe! We never really had a problem with it until this package and to this day haven’t any problems to this extent with it sinceWhich is why we believed it to be safe to send it this wayIf she asks me if it’s going to get lost or if it’s going to get there, of course I’m going to say that IT SHOULDN’T BE LOST and that IT SHOULD GET THEREI’m not going to say “yeah you can send this package but its probably not going to get there.” The service has been pretty good to us up until that point And yes I probably did tell that the other methods are more expensive, but if she had really wanted me price it I would have [redacted] and [redacted] are very pricey but they also give us our BEST profit marginsWe do not make a lot of money from sending [redacted] Priority MailHowever, couriers like [redacted] and [redacted] and [redacted] give us VERY competitive wholesale rates that give us better profitsSo for me to convince her not to ship through these couriers does not make sense and improbableIf she had asked for quotes for those carriers I would have been happy to give them to herIf she did not ask for them, then I probably wouldn’t because they are far more expensive than [redacted] Priority Mail If something costed - dollars to send through [redacted] Priority Mail, it would have been 300-dollars to send it ***Whether or not the customer would have shipped it through the courier or not, no one can sayShe cannot be sure that she would’ve shipped it through a courier because the prices are VERY expensiveFor all we know she could have still chosen to send it [redacted] Priority Mail after hearing [redacted] prices and still the same thing may have happened All I am saying is that the outcome of this shipment was out of our controlEven if the package was scanned at customs, the package could still be lostEVEN IF SHE SENT IT [redacted] AND COULD TRACK IT, there is a still a chance that the package could be lostIn this instance it was sort of the worst case scenario, in which the package was untraceable and undelivered and I wish there was more that we could do in this instanceOur best advice was to just wait for the shipment to get there and thats exactly what we told herI’m sorry that I could not have been more helpful to her

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I am going to be clear about the fact that I do not remember the " [redacted] lack of offering reliable tracking" made clear to me like it is stated in the business response email, otherwise I wouldn't have chosen this method, especially if I thought there was a risk of losing the package, because it is precisely what I was trying to avoid! And I clearly insisted on the importance of the package arriving at destination, more than once, which I shouldn't have to doNow I am sure that Jennifer was trying to help me with getting the lower rate method of shipment and I appreciate it, but only until something like that happens and the whole purpose of shipping it is defeated! when I asked about the rest of the options she said it was really expensive so I asked if there was any danger of the package getting lost and she said I should be able to track it with the customs #After all, there was the address written on the box, the address on the custom forms, and also on an extra tag we stuck on, so I thought we were covered! And I tried tracking it everyday, but only the small one became available to track, and that was after a whole weekIt had finally appeared to have made it to the post officeAnd this is when I went back to the store the 1st time, I saw a young girl, I explained my issue and she said I should check again in a few daysWhich is a totally acceptable and logical answerUntil I was never able to track it, and when on Christmas Day the small package got there and the big one was missing, I started to worrySo I started calling different [redacted] services and offices, local at first, I even went to the post office she's referring to in the email, which led to call the center for missing/ lost mail in Georgia, to file missing mail forms, complaint forms, investigation forms, and later on calling both customs services at NYC and Paris airports, to no successI went back to the store to explain my problem and this is when I saw Jennifer for the 2nd time, I told her what happened, she tried to reassure me, and said she would take over the search for me which I really appreciatedShe also said that " [redacted] " and that she had never seen someone go to these "extreme" lengths, which I didn't really appreciate given the circumstancesSo I said that I would do everything I could to find it because it was THAT important for meAnd so I asked if there was any way for me to know if the package ever left the store, so she said she would take a look at the security cameras and she would get back to me within weeksI waited but didn't hear from her againSo I went back, I saw her dad, who was very nice but also very unhelpful because he didn't have any answer for meI asked about the security cameras and he said he didn't know if we would see anything but he would keep me informedIn the meantime, I had to change my phone number, so I made sure to go back and leave a note for Jennifer so she could contact me on my updated contact info after the last conversation we had about the security cameras, but I never heard from her againShe claims she collected phone numbers to give me and that I never reached out again, this is extremely frustrating for me to read, and I think it should have been her responsibility to reach out to me given the number of times I tried to see her at the store! Plus she had my contact information! What more could I do!!I went back a couple more times but to only get the same vague answer, it was very awkward and I was starting to get really fed up with the whole thingI waited a few months, and asked advice to a friend who's a lawyer, who suggested to bring it to the small claims court, but I thought I'd wait and see because I wasn't sure if it would be the right way to proceed, I guess I shouldn't haveNow my complaint isn't so much about the initial experience I had at the store, my complaint (beside the fact that the package DISAPPEARED) is about how they handled my caseAfter going back to the store SO MANY times (and yes I only saw Jennifer twice, doesn't mean I didn't go more) to try to get some sort of help, (or even a reaction at times), to be told there was nothing they could do to help me was very distressing to say the leastNo one did anything to help meSo I'm a customer who pays for a service, the service fails and no one caresIs this how you want to be treated when trying to get a service done? I work in the service industry myself and I always give my customers the best customer care and service they deserve and pay forSo apparently my case was the biggest complain they had that year but yet, that's how they chose to handle it, by ignoring me? Or telling me there is nothing they could do? That I "should wait, that it will turn up, it might take months"Like I said, I spent countless hours on the phone trying to track that package, to try to see where it could have gone, I asked the business to check their cameras, everything to no availEven the recipient tried to go to the post office and do some research in France! "The process in the store is a customer comes in and pays for shipping" and this is exactly what I did, but unfortunately for nothingI came in with packages at the same time, going to the same place, insisted on it being delivered because of the value of the gifts and only one got thereSo please allow ME to be "baffled, shocked and confused" after all of this unbelievably stressful process to read the answer they gave me a few days ago, which is quite frankly insulting given the poor care they gave to my issue in the 1st place, and to, on top of everything chose to say "all we can chalk this up to be is bad luck" that and the fact that complaints of this importance in years isn't a big deal to them shows how much they seem to care about their so-called valued customers In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

This customer came to ship out gifts to her family during the Christmas season in 2014, I believeChristmas-time is our busiest season but I remember this customer because we did a lot of research in trying to get her to the right phone numbers to call to inquire about the whereabouts of the
packageWhen shipping the package, she asked for the most cost effective method of shipping"*** *** *** ***" does not have reliable tracking which was made clear to her like we do to all of our customersThe only way to get reliable door to door tracking is buy using a courier service like ***, ***, or ***, or to send it by "*** *** *** *** ***"That being said "*** *** *** ***" does come with a customs reference number that is traceable at times but because it not REALLY a tracking number the post office is not obligated to scan these numbers and by default they m ay not be traceableThat is our experience from over years in this businessThe process at our store is that a customer comes in, pays for shipping, we put the appropriate postage on the package and the post office comes three times a day to pick upOnce it gets picked up, it stays on the postal truck until it gets to the stationOur responsibility is solely in making sure the postage is on the package and having the postal workers pick it upThe *** postal workers at the station are responsible for picking up the packages, scanning the packages and sending them out through the correct channels to insure deliveryWe by no means HOLD OUTGOING PACKAGESAll outgoing packages make it out of our shopThe only reason it would fail to go out is if the customer literally just left the package at our store without paying for the postage, which is not what happened hereThe *** has no choice but to tell the customer that it didn't make it to the post office because they have no record of scanning itWe have worked with them over the past years and this is not the first time we have had a problem like this with themI offered different shipping methods to the customer but ultimately it was her choiceAlso the customer only came to me twiceI had called our local post office on her behalfThey confirmed with me that they had gotten our load of packages but could not speak to whether or not they had all been scanned and the postal employee urged me to wait for tracking information to show upOur local post office, Cooper Station, knows our store because we have been a long time fixture in the neighborhood and when we often come to them with these problems, they are usually helpful but in this case they simply do not know where the package wentI urged the customer to waitI also called the post office for various phone numbers to provide to the customer to inquire about the packageSince then she had not reached out to me, no r did the post officeI had assumed the package had been deliveredI do feel for the customer if the package had not gotten there but to accuse a small business of stealing her package is nothing short of maliciousI had done all I could to help the customer her and encouraged her to reach out to me with any other questions but have not heard from her since her last visit to our shop in JanuaryThere was nothing more that I could do on her behalf with the shipping method that she had choseIf she had chose *** or *** I had never URGED HER NOT TO PURCHASE INSURANCEWe told her that we simply do not INSURE international packages sent through *** Priority MailWe never have and still to this day we do notIf she would like to insure the package she would have had to choose another shipping methodCustomer decided to go with *** Priority Mail because it was the most cost effective methodWe offer all the choices to the customer but it is ultimately up to the custom er to chooseWe are a laid back East Village shop and we really enjoy our customers and neighborsWe do not push pricier methods on to the customer because we don't like to pressure themWe let the customer be the ultimate decision-makerIt was her choice to send $worth of stuff through this serviceWe have customers ship pricier things through the post office that get to their destination without a problemAll we can chalk this up to be is bad luckShe sent two packages out the same dayOne got there, one didn'tShe mentions that she had been to our shop a few times and probably can confirm that any other packages that she had sent out had all been deliveredThe *** *** *** *** is notorious for being unreliable at times, but we cannot take responsibility for their mistakesPlease see attached links on other *** customers not having their international packages scanned and/or just experiencing flat out negligence when it comes to *** tracking: *** ***In the last link, this *** customer contacts the post office about her International package that was not scanned and she gets an answer from them like this:"*** *** *** *** *** *** ** *** *** *** *** *** *** ** * *** *** *** *** * *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** ** *** *** *** *** *** ***. ** ** ** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ** *** ** *** ** ** *** *** *** *** *** ** *** *** *** ** *** *** *** ** ** *** *** *** *** *** *** *** *** * *** *** *** *** ** ** *** *** *** ** *** *** *** ** *** *** *** ** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** ** *** * *** ** *** *** *** *** *** *** *** ** *** *** *** ** *** *** ** *** ** *** *** *** *** ** *** *** ** *** ** ** ** ***"This is exactly what a postal service employee wrote to a customer who did not get her package scanned at the post office as wellIt makes it seems like the postal service SOMETIMES scans packagesThey are not consistent with their treatment of packagesPlease note that the other customer she mentions in her complaint also shipped through ***.While the service of the *** seems very spotty and subpar we still offer this service because economically it is very affordable compared to the ***, *** and ***We send out thousands of packages a year and we only SOMETIMES have a problem like thisHer complaint was the only complaint of this nature and severity that we had in 2014-The other customer that she refers sent her package out in This is only two recorded complaints in the span of 3-years out of THOUSANDS of packages that have left our shop.This shop has been in this neighborhood for almost yearsOur family has owned this store for over yearsOur customers can speak to our character and trust that we DO NOT steal things that are not oursIf that were the case we would not be able to stay in business as long as we have. Customer had the chance to reach out and I would have been happy to talk to my father (the boss) about offering her a refund on shipping EVEN though we would have been losing money on the entire transactionBut now we are hearing about this almost two years later through the Revdex.comIt is baffling, shocking, and frankly confusing to us to hear about this in such an accusatory tone from someone that we had been trying to accommodateWe really just thought that the package must have been delivered because she had not contacted us.Please feel free to contact us for more information

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

So reading this email, I don't understand how the business's response is supposed to help me. Whether or not I would have chosen to ship it with another method is beside the point and it isn't going to change the fact that TO THIS DAY the package is still missing.We unfortunately cannot go back in time, but obviously if I had known it would be such a painful process, I would have done things differently, and I chose to trust the Little Village Postal for the main service they provide: to ship 2 packages, and I paid for the said service, and there was a major issue.And ever since, I have been trying to get some help to fix it, but all I get is their care lacking and not very compassionate attitude, and I don't understand why they refuse to take any responsibility or action. They seem to say they're not at fault here, but the way I see it is that I trusted them with my valuable possessions to do a job and they failed to honor their part of the contract. When I asked for some type of proof that the local post office received my packages (maybe a receipt?) or that it had at least left their store (security camera footage) they chose to ignore and dismiss me. When I went to that same post office they assured me they never got the package, and when I called many times the different services the [redacted] provides, I got the same answer, that the [redacted] never got the package in the 1st place.  So let me say it again in one sentence because I feel like I'm not being heard, I gave the business 2 packages to ship and only 1 got there. The other one got lost. The very one I was insisting on how valuable and important it was to me. So I am not accusing anyone of anything but you have got to admit that it's strange. And it is not right. And to add insult to injury, not only they're not helping me fix their mistake but they're also fighting me for trying to make it right. Like I already said in my previous messages, I have been extremely patient and went to extraordinary lengths to get some sort of closure on where this package is, whether it is going to show up or not, and they still can't give me an answer except that it is not their fault, it's bad luck, etc. These aren't acceptable answers. So as far as I'm concerned, they made a mistake, or someone made a mistake, but at the end of the day, I'm the one who's suffering from it. So I paid for a service that wasn't ever honored, and on top of everything I'm getting short, rude and dismissive answers because I am trying to repair THEIR mistake. As a customer paying for a service, I am at loss with the way I am, and have been treated over this matter.  
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer can speculate to what we did and did not tell her. But we know what goes in at our store better than anyone. We do not offer tracking numbers for [redacted] Priority Mail, never have until recently when the postal service started to offer “E-DEL CONFIRMATION” to packages to in select countries in Europe. What we did offer was a “CUSTOMS REFERENCE NUMBER” that is trackable at times.    And yes I was trying to offer the lower rate of shipment and am glad that customer understands that. But what I also want her to understand that this method of shipping is supposed to be safe! We never really had a problem with it until this package and to this day haven’t any problems to this extent with it since. Which is why we believed it to be safe to send it this way. If she asks me if it’s going to get lost or if it’s going to get there, of course I’m going to say that IT SHOULDN’T BE LOST and that IT SHOULD GET THERE. I’m not going to say “yeah you can send this package but its probably not going to get there.” The service has been pretty good to us up until that point.    And yes I probably did tell that the other methods are more expensive, but if she had really wanted me price it I would have. [redacted] and [redacted] are very pricey but they also give us our BEST profit margins. We do not make a lot of money from sending [redacted] Priority Mail. However, couriers like [redacted] and [redacted] and [redacted] give us VERY competitive wholesale rates that give us better profits. So for me to convince her not to ship through these couriers does not make sense and improbable. If she had asked for quotes for those carriers I would have been happy to give them to her. If she did not ask for them, then I probably wouldn’t because they are far more expensive than [redacted] Priority Mail.   If something costed 100 - 200 dollars to send through [redacted] Priority Mail, it would have been 300-500 dollars to send it [redacted]. Whether or not the customer would have shipped it through the courier or not, no one can say. She cannot be sure that she would’ve shipped it through a courier because the prices are VERY expensive. For all we know she could have still chosen to send it [redacted] Priority Mail after hearing [redacted] prices and still the same thing may have happened.   All I am saying is that the outcome of this shipment was out of our control. Even if the package was scanned at customs, the package could still be lost. EVEN IF SHE SENT IT [redacted] AND COULD TRACK IT, there is a still a chance that the package could be lost. In this instance it was sort of the worst case scenario, in which the package was untraceable and undelivered and I wish there was more that we could do in this instance. Our best advice was to just wait for the shipment to get there and thats exactly what we told her. I’m sorry that I could not have been more helpful to her.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 
I am going to be clear about the fact that I do not remember the "[redacted] lack of offering reliable tracking" made clear to me like it is stated in the business response email, otherwise I wouldn't have chosen this method, especially if I thought there was a risk of losing the package, because it is precisely what I was trying to avoid! And I clearly insisted on the importance of the package arriving at destination, more than once, which I shouldn't have to do. Now I am sure that Jennifer was trying to help me with getting the lower rate method of shipment and I appreciate it, but only until something like that happens and the whole purpose of shipping it is defeated! when I asked about the rest of the options she said it was really expensive so I asked if there was any danger of the package getting lost and she said I should be able to track it with the customs #. After all, there was the address written on the box, the address on the custom forms, and also on an extra tag we stuck on, so I thought we were covered! And I tried tracking it everyday, but only the small one became available to track, and that was after a whole week. It had finally appeared to have made it to the post office. And this is when I went back to the store the 1st time, I saw a young girl, I explained my issue and she said I should check again in a few days. Which is a totally acceptable and logical answer. Until I was never able to track it, and when on Christmas Day the small package got there and the big one was missing, I started to worry. So I started calling different [redacted] services and offices, local at first, I even went to the post office she's referring to in the email, which led to call the center for missing/ lost mail in Georgia, to file missing mail forms, complaint forms, investigation forms, and later on calling both customs services at NYC and Paris airports, to no success. I went back to the store to explain my problem and this is when I saw Jennifer for the 2nd time, I told her what happened, she tried to reassure me, and said she would take over the search for me which I really appreciated. She also said that "[redacted]" and that she had never seen someone go to these "extreme" lengths, which I didn't really appreciate given the circumstances. So I said that I would do everything I could to find it because it was THAT important for me. And so I asked if there was any way for me to know if the package ever left the store, so she said she would take a look at the security cameras and she would get back to me within 2 weeks. I waited but didn't hear from her again. So I went back, I saw her dad, who was very nice but also very unhelpful because he didn't have any answer for me. I asked about the security cameras and he said he didn't know if we would see anything but he would keep me informed. In the meantime, I had to change my phone number, so I made sure to go back and leave a note for Jennifer so she could contact me on my updated contact info after the last conversation we had about the security cameras, but I never heard from her again. She claims she collected phone numbers to give me and that I never reached out again, this is extremely frustrating for me to read, and I think it should have been her responsibility to reach out to me given the number of times I tried to see her at the store! Plus she had my contact information! What more could I do!!I went back a couple more times but to only get the same vague answer, it was very awkward and I was starting to get really fed up with the whole thing. I waited a few months, and asked advice to a friend who's a lawyer, who suggested to bring it to the small claims court, but I thought I'd wait and see because I wasn't sure if it would be the right way to proceed, I guess I shouldn't have. Now my complaint isn't so much about the initial experience I had at the store, my complaint (beside the fact that the package DISAPPEARED) is about how they handled my case. After going back to the store SO MANY times (and yes I only saw Jennifer twice, doesn't mean I didn't go more) to try to get some sort of help, (or even a reaction at times), to be told there was nothing they could do to help me was very distressing to say the least. No one did anything to help me. So I'm a customer who pays for a service, the service fails and no one cares. Is this how you want to be treated when trying to get a service done? I work in the service industry myself and I always give my customers the best customer care and service they deserve and pay for. So apparently my case was the biggest complain they had that year but yet, that's how they chose to handle it, by ignoring me? Or telling me there is nothing they could do? That I "should wait, that it will turn up, it might take months"... Like I said, I spent countless hours on the phone trying to track that package, to try to see where it could have gone, I asked the business to check their cameras, everything to no avail. Even the recipient tried to go to the post office and do some research in France! "The process in the store is a customer comes in and pays for shipping" and this is exactly what I did, but unfortunately for nothing. I came in with 2 packages at the same time, going to the same place, insisted on it being delivered because of the value of the gifts and only one got there. So please allow ME to be "baffled, shocked and confused" after all of this unbelievably stressful process to read the answer they gave me a few days ago, which is quite frankly insulting given the poor care they gave to my issue in the 1st place, and to, on top of everything chose to say "all we can chalk this up to be is bad luck" that and the fact that 2 complaints of this importance in 2 years isn't a big deal to them shows how much they seem to care about their so-called valued customers.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]