APO Box

Initial Business Response /* (1000, 5, 2016/01/18) */
Contact Name and Title: Melinda ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@apobox.com
We spoke with this customer via our help desk on 1/15/in the morningHis package arrived to our facility after the cutoff time for
processing on 1/14/Per our website, we process packages within hours of receiving them; this package was received at 2:PM EST on 1/and processed by 9:AM EST on 1/We were within our advertised processing timeframeThe customer seemed to accept this information and I would guess that this complaint was submitted prior to us speaking with him that day
OFFER:

Initial Business Response /* (1000, 5, 2016/07/29) */
As previously described to the customer, our service fees include postage, handling and insurance for each package shipped using our companyWe do provide consolidation services for customers receiving multiple packages and wishing to save
money on handling feesHowever, we are not connected to merchant or carrier databases, so we have no way of knowing how many packages are arriving for specific customers without the customer contacting us in advanceAll of this information is available on our website and helpdesk knowledge base articles for customers to research if there are any questions about their shipmentsWe have 70,000+ customers and have large volumes of packages arriving each dayIn order to process those packages within our guaranteed hours time period, we do not sift through them to find and identify multiple packages for specific customersWe also have more than one processing workstation, so that means that one customer could have more than one packages being processed at the same time without the staff knowing
In regards to the postage fees charged, these are based on weight and dimensions per the USPS requirementsThe fees that we charge can be independently verified by using the postage calculator along with the package weight and dimensions at www.usps.com
I will refund the handling fees for these four shipments as a sign of good faithHowever, the postage has already been printed and used and cannot be refundedPlease allow 24-hours for the refund in the amount of *** to reflect on your bank statement
Additionally, our services are designed to assist those customers that do not have the option of having their family or friends assist in mail servicesThat would definitely be cheaper for Mr*** in the future
Initial Consumer Rebuttal /* (2000, 7, 2016/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sir/Maam,
I appreciate the act of good faith in refunding the handling feesThank you for your consideration
While I understand that there are many factors at work in processing a volume such as you suggest, I would contend that modern technology could assist and that 'sifting' through packages is probably not requiredTake it as a suggestion to improve or just a cranky costumer who paid *** for cheap files boxes
Thanks for your time