Alison Bond Ltd.

First of all, we did issue a Credit to the Customer as requested in their Disputed AmountHere is our explanation of what happened.Here’s LSO’s “account and explanation” of what happened:A LSO Manager spoke with the customer on that Wednesday, January 4thShe explained to our Manager that packages were in the Drop Box from that Monday and Tuesday and they were never picked upWe had different Service Providers (SP) picking up at that Drop box and also did a “GPS track” on the SP, and they were both at that location at or after – which is the Last or Final PiTime for that Drop BoxA “Service Provider” or SP is a person designated to picking up or making a delivery We can't fathom that a SP would just drive to a drop box and not get out and look at it as it’s EXTREMELY IMPORTANT TO NOTE - they are paid by a package not the stopIf the SP drove by the Drop Box, which our GPS tracking indicated, they would surely pick up any package, if there was one in there, so they could earn payment.In our conversation with the customer, we explained that we had spoken with each SP and tracked their locations and it appears that they were there at the Drop Box at the appropriate timeThe customer explained to LSO that she normally receives packages from this location on Wednesday (that were picked up Tuesday)We informed the customer that we would pay close attention to that Drop box to ensure we are getting something from the Drop Box on Tuesday night moving forward (and we have)When speaking to the customer, they asked us where these packages were? The tracking indicated that each package was already deliveredOne signed by someone and one left in a LSO lock box The customer informed us that they have a LSO lock box on their porchBottom line, the customer has been credited for any missed delivery on LSO’s partAnd now, we’ve provided a full explanation of what happened on our end with the facts availableWe sincerely apologize for any inconvenience this may have causedLSO does know, due to our GPS tracking technology, that we had a Service Provider was at the Dropbox location after the drop box “Pick Up” window timeWe will continue to monitor this drop box for volume moving forward [redacted] Director of Marketing

We reached out to Ms [redacted] after we saw this post and had thoroughly researched the issues at handA member of our Management Team ended up having a pleasant and productive minute phone conversation with her on Saturday, July 16thUnfortunately the package, though delivered, had been delivered to the wrong address, which sometimes happens - LSO delivers tens of thousands of packages a day, and sometimes a few, regrettably, get mis-deliveredWe strive for and achieve a 99% on-time delivery rateAfter we explained to Ms [redacted] what had happened, she understood that “mistakes happen”As for the issue with customer service, we have now installed new protocols in order to prevent something like this from happening againAmazon has reordered her items as wellThis was a learning experience for us, as we were able to rectify issues in our systemLSO strives to provide responsive, flexible and friendly service at every step of the delivery process - our customers and their experiences are very important to usTell us why here

Unfortunately, as happens once in a while, this package was misdeliveredBut, this was resolved, as the person who received the misdelivered package took it over to the correct unit and the recipient received his package

Complaint: ***
I am rejecting this response because: UntrueLone Star continues to lie about the deliveryTheir first response to me was this: I heard back from the station regarding this package, and they tracked the driver and all of his deliveriesTracking does show the driver at your address with both of these packagesI would advise you to contact Amazon about getting a replacement for these items, as LSO tracking does show they were delivered. That was from *** *** on 7/11/2016. Now they're stating that the did deliver to the wrong address but "someone" did their job for them and I received the package. Also, there are 2 separate deliveries the messed up and this bogus response only addresses one. Will I have to wait a few more weeks for Lone Star to make up another story about how they're not responsible for the other package?They admit they are at fault and refuse to make me whole.
Regard** *** ***

I am looking into this and will quickly report back once I find out exactly what happened to the package in question

Complaint:
I am rejecting this response because:
Regards,
Tammy Lindberg I don't feel that actions will be taken reason beingits happened again air bill ***, packing not in box per driver, and again the next dayno package in boxso *** the manager went out himselfsent me photosnothing in the box...HOWEVER, some how my package was scanned in, from a unknown location by an unknown driverseems to me someone is telling a story and not there jobif its being closely watched...WHY HAS IT HAPPENED AGAINand its not only MY packages

Dear Ms. [redacted] – I’m [redacted], the Director of Marketing for LSO. You are absolutely correct; this is a failure on our part. And, because of that, I sincerely apologize that you have not received your shipment on two occasions in the time we promised. We are currently implementing some new and...

innovative tracking systems which should rectify this problem in the near future where you will be informed in advance of any delays, etc. We were selected to work for [redacted] for a reason. Our company performs at a high level to continue to do work for them. Should you have any questions, please email me direct at [redacted] or give me a call at [redacted] Ext. [redacted]. I would welcome a conversation with you Ms. [redacted]. [redacted]

Complaint: [redacted]
I am rejecting this response because:To Revdex.comI have received disputed delivery. After filing this complaint I contacted distribution house where product was sold they in turn contacted LSO. Package arrive 3/3/2017 which I signed for. There was no notice that package...

was being delivered but I just so happen to be home.This Delivery company is extremely undependable and unorganized.Regards,
[redacted]

We reached out to Ms. [redacted] after we saw this post and had thoroughly researched the issues at hand. A member of our Management Team ended up having a pleasant and productive 20 minute phone conversation with her on Saturday, July 16th. Unfortunately the package, though delivered, had been...

delivered to the wrong address, which sometimes happens - LSO delivers tens of thousands of packages a day, and sometimes a few, regrettably, get mis-delivered. We strive for and achieve a 99% on-time delivery rate. After we explained to Ms. [redacted] what had happened, she understood that “mistakes happen”. As for the issue with customer service, we have now installed new protocols in order to prevent something like this from happening again. Amazon has reordered her items as well. This was a learning experience for us, as we were able to rectify issues in our system. LSO strives to provide responsive, flexible and friendly service at every step of the delivery process - our customers and their experiences are very important to us. Tell us why here...

First of all, we did issue a Credit to the Customer as requested in their Disputed Amount. Here is our explanation of what happened.Here’s LSO’s “account and explanation” of what happened:A LSO Manager spoke with the customer on that Wednesday, January 4th. She explained to our Manager that packages...

were in the Drop Box from that Monday and Tuesday and they were never picked up. We had 2 different Service Providers (SP) picking up at that Drop box and also did a “GPS track” on the SP, and they were both at that location at or after 1900 – which is the Last or Final Pick-up Time for that Drop Box. A “Service Provider” or SP is a person designated to picking up or making a delivery.  We can't fathom that a SP would just drive to a drop box and not get out and look at it as it’s EXTREMELY IMPORTANT TO NOTE - they are paid by a package not the stop. If the SP drove by the Drop Box, which our GPS tracking indicated, they would surely pick up any package, if there was one in there, so they could earn payment.In our conversation with the customer, we  explained that we had spoken with each SP and tracked their locations and it appears that they were there at the Drop Box at the appropriate time. The customer explained to LSO that she normally receives packages from this location on Wednesday (that were picked up Tuesday). We informed the customer that we would pay close attention to that Drop box to ensure we are getting something from the Drop Box on Tuesday night moving forward (and we have). When speaking to the customer, they asked us where these packages were? The tracking indicated that each package was already delivered. One signed by someone and one left in a LSO lock box.  The customer informed us that they have a  LSO lock box on their porch. Bottom line, the customer has been credited for any missed delivery on LSO’s part. And now, we’ve provided a full explanation of what happened on our end with the facts available. We sincerely apologize for any inconvenience this may have caused. LSO does know, due to our GPS tracking technology, that we had a Service Provider was at the Dropbox location after the drop box “Pick Up” window time. We will continue to monitor this drop box for volume moving forward. 
[redacted]Director of Marketing