Demar Logistics Inc.

Hello,We apologize for the delivery issue that [redacted] experienced.  As we manage over 80,000 residential deliveries a year, issues will arise from time to time, and this shipment is an example.  The good news is that the missing box was shipped to the customer and received on...

12/19 at 10:03 am.  As a result she now has a complete bed set.  Follow is a chain of events to summarize what took place for this shipment.11/11/2015   [redacted] placed an order with DEMAR for delivery, with the description of 1 piece on one pallet.11/18/2015   The product was made available for pickup by the [redacted] vendor to DEMAR, and was picked up sameday with all product on one pallet.11/19/2015   Product left the local pickup terminal in Carol Stream, IL destined for the delivery terminal in Hartford, CT.11/23/2015   Product arrived at local delivery terminal in Hartford, CT and was broken down from pallet in multiple pieces.11/24/2015   Customer contact DMEAR to schedule their delivery.  Delivery appointment was scheduled for 11/30. 11/30/2015   Local delivery driver took the product to customer's home unaware that it was a 3 piece box order.  Driver delivered 2 of the 3 boxes to customer's husband Xavier who was also unaware at the time.12/1/2015     [redacted] called DEMAR to let us know there was a 3rd box associated with this order that was missing.  DEMAR started a trace of the 3rd missing box.  Camera's needed to be reviewed in Chicago, Columbus, and Hartford as the truck had multiple stops in the LTL environment.  [redacted] was notified of the missing box.12/7/2015    After camera inspection and freight tracing process was completed, the missing carton was deemed as lost.  DEMAR notified [redacted] of the lost item with the instruction of filing the necessary freight claim against DEMAR.  Any customer resolution regarding missing or damaged items on a [redacted] order is between [redacted] and their customer.  The DEMAR contract relationship is will [redacted], and [redacted] pays DEMAR for the services rendered.  Again, any compensation or credit is between [redacted] and the [redacted] customer as payment is made by the [redacted] customer to [redacted] for product purchased.  12/15/2015 9 am  [redacted] customer called DEMAR back looking for resolution from [redacted] or DEMAR.  Again, as per the DEMAR contract with [redacted], customer resolution is between [redacted] and the [redacted] customer.  12/15/2015 11 am  [redacted] customer called DEMAR back to speak with upper management.  After speaking to the [redacted] customer and understanding the importance of the missing box, DEMAR took it upon themselves to contact the manufacturer to see if they could assist us in getting the missing 3rd box which contained the wings of the bed.  DEMAR also worked with [redacted] Vendor Escalation team to assist.  The manufacturer was able to accommodate this situation by providing a replacement piece.  12/16/2015   DEMAR picked up the replacement box from the manufacturer and brought back to our terminal.  DEMAR contacted the [redacted] customer to let [redacted] know we have the missing pieces and that the shipment would be sent via [redacted].  [redacted] customer was provided the [redacted] Ex tracking number.12/19/2015   The replacement box was delivered at 10:03 am and signed for by the [redacted] customer.   Based on our current contract requirements with [redacted] as well as the fact that a replacement box was delivered to the [redacted] customer at no charge to her, we feel the matter is closed and no financial resolution is necessary.  We again apologize for the hardship that the [redacted] customer had to deal with in receiving her missing carton, but are happy to report her bed has now been shipped and received complete.   Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I was lucky to have been contacted by [redacted] not long after this complaint was filed. He was so helpful and immediately rectified the situation. His initiative and professionalism and was impressive and I'm glad he was the one that handled it because I'm not sirens would have been treated so greatly had it been handled by someone else. 
Sincerely,
[redacted]

We apologize for the delivery issue that this [redacted].com customer had with our delivery of her [redacted] order.  While we strive to complete deliveries for our retail customers to the high level of standards we have set for ourselves based on over 20 years of experience in this field, issues do...

occur.  Unfortunately for this customer which is one of over 80,000 deliveries we managed in 2015, her experience is not a good one.  While we agree that the third box of the delivery was damaged as it got wet during the delivery process, this [redacted].com customer needs to work out the credit and replacement delivery with whom she placed the order with and paid for the product.  DEMAR Logistics Inc has a delivery service contract with [redacted], and when damages or losses occur, our financial responsibility per our contract is with [redacted].com.  DEMAR does not enter any contractual relationship with the [redacted] customer, nor do we know how much she paid for her product.  Below is a summary of the chain of events for this shipment, and what DEMAR did to fulfill our obligations to [redacted].9/1 Shipment was dispatched from the [redacted] vendor for DEMAR Logistics to pick up customer's order.9/2 Shipment was picked up from the [redacted] vendor and brought to our local terminal in Carol Stream, IL9/3 Shipment was loaded on an LTL truck line destined for San Francisco, CA.9/8 Shipment arrived at our shipping partner terminal in San Francisco, CA.9/9 Order was transferred to our local delivery partner terminal in Fresno, CA.9/10 [redacted].com customer was contacted to schedule delivery with appointment on 9/11.9/11 Order went out for delivery.  2 of the 3 pieces from the order were accepted by the customer.  The 3rd piece was refused due to damage.  The location of where this damage took place cannot be identified as our delivery partners did not indicate on the internal bill of lading any damage when it was transferred from partner to partner.  The DEMAR standard protocol based on our [redacted] contract is to deliver the damaged product to the [redacted] customer, who then in turn would contact [redacted].com to work through damage issues to determine if credit is to be given as an offset to the product they may keep, or a complete refund and credit.9/12 Product was brought back to the delivery terminal, and scheduled for return to the original [redacted] vendor.  As the product and carton was separated from the original 2 pieces that were successfully delivered, and the label for this return carton became illegible due to the wet and torn box, it became lost in the return transit.  After numerous dock checks, the freight was identified and returned to the [redacted] vendor on 10/17.  As indicated, this [redacted] customer should be contacting the retailer where the customer placed the order from.  This can be done through the customer service links on line at the [redacted].com web site.  As an alternative, a number that this [redacted] customer can call to go through her delivery issue with is 800-349-4358.  Again, we sincerely apologize for the delivery issue she experienced, and our hopeful she can work out her credit and replacement issue with [redacted].com.    Thank you.

The management team at DEMAR is sorry to hear about the negative experience that this customer had with this [redacted] purchase.  I am happy to report that a successful delivery was made to this customer with the item in question on December 1.  Below is a timeline of the chain of events...

related to this delivery.11/10/2015  DEMAR received a pickup request from the [redacted] vendor that the order is ready for pickup the next day.11/11/2015  The DEMAR designated carrier picked up the order from the [redacted] vendor and started the shipping process to the destination terminal.   This vendor put a protective shroud around the item to provide privacy and to protect item during shipment. Per our agreement with [redacted], the anticipated delivery time is 7 to 10 days from receipt of the original item.This pickup terminal had taped a copy of the bill of lading on the outer protective shroud, and it became torn or removed from the carton during the transit to the destination terminal.It appears that this customer was given a delivery date from the store that he purchased the item from that was not communicated to DEMAR and is outside the terms of our agreement with [redacted].  11/16/2015  The manifest containing numerous shipments arrived at the local delivery terminal.  This customer's order was one of many, but there was not a label on the outer secured box.  Because the taped copy of the bill of lading fell off during transit, the delivery terminal was unable to verify the delivery address on this carton.11/24/2015  The [redacted] customer service team was made aware of the situation and the claim and refund process from [redacted] was started.11/25/2015 Our DEMAR customer service team has the local delivery terminal unbox the unidentified order and we made a decision based on the description of the inner box and talking with the [redacted] vendor that this TV was the missing TV for the [redacted] customer.11/30/2015  The customer service team spoke with the local delivery terminal and customer to schedule delivery on 12/1.12/1/2015  TV was delivered free and clear of any damage to the [redacted] customer.Again, we sincerely apologize for the delay in shipping of this item, and hope that the customer of [redacted] is now enjoying the item that was delivered to his home.

Good day,We are sorry to hear about the difficult order experience.  It appears the order was never processed by [redacted].  We inquired about the order information to our contact at Vendor Direct Operations for [redacted], and the response we received on Monday February 22...

was:     "The drop ship order placed by Krista [redacted] on 12/9/2015 got stuck in our ([redacted]) system and never made it to Commerce Hub, so it was never filled by the vendor.  Therefore DEMAR was never notified to pick-up this order as there was not a shipment.  The customer has been refunded their money."Based on this information, DEMAR had no knowledge of the order with [redacted] as it was never given to DEMAR to fulfill.  Please confirm that you have been refunded the purchase price from [redacted].  If not, we would be happy to pass on to our contact at [redacted] Vendor Direct Relations.

Demar Logistics does not handle parcel size shipments for [redacted] Marketplace only larger home delivery items.  This item was most likely shipped via [redacted] or US Postal Service. The customer should contact [redacted] Market place for the correct carrier and their tracking number to verify the...

progress of this shipment.