Dolphin Express, Inc.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

To Whom It May Concern,
We are responding to this complaint according the shipping proposal that was signed and agreed upon.  Our client, [redacted] who was a referred client, agreed to have the bulk of his shipment delivered to [redacted] and the remainder (a piano and a...

bicycle) to [redacted].  We coordinate shipments and interstate relocations on a routine basis to the west coast.  We informed our client of our practice and use of carriers to the west coast.  Once the shipment arrived safely in [redacted] we were in the process of loading the remaining balance to [redacted] when [redacted] became adamant about using a specific carrier for the transport of the piano.  We searched many carriers in hopes that we could find someone in a similar budget to complete this voyage although we realized that it would not be possible to hire a long distance piano mover for the same price.  We explained this to [redacted] and told him that it was not our contract to use that specific service and that it would be additional.  We have used many carriers over the 16 year period that we have been in business to move piano's safely and successfully across the U.S.  
Kind Regards,
Dolphin Express, Inc.

Hello,1. We hereby confirm receipt of your letter dated 1/2/2018 regarding the complaint of [redacted] from the address: [redacted] Transaction ID number [redacted]2. Dolphin Express has no any direct contact with the claim as indicated in the past. The...

additional company operating at the same location, www.usaddress.com is a company that provides a US address to overseas customers who wish to purchase products from US vendors or local sellers, to receive them at the US address provided by that company at the Hillside, NJ location and to send them through the company to their abroad residence.3. For the purpose of shipping the items received to the warehouse, Usaddress processes the packages of its customers, sent from vendors and sellers, stores the packages, prepares the packages for shipping abroad and contacts with international forwarding companies such as [redacted] & [redacted] in order to deliver the packages to the customer's home abroad.4. Usaddress contract is solely between the company and its overseas customers who purchase items in the United States and wish to send them abroad. The Company's responsibility is towards its customers and the company does not contact various vendors or sellers who sell their goods to other people abroad. Usaddress does not know these vendors or sellers, it is not responsible for the quality of their products or transactions, for the security of their transactions, for filtering their agreements with their customers, for fraud conducted by these customers who purchase directly from these vendors or sellers.5. Further to the above said, the company emphasizes that there is no any connection between the company and [redacted], who is the seller, who sells his merchandise on the Internet. [redacted] is not a customer of the company and he is neither a supplier nor a service provider to the company. The company is not involved in any fraud that [redacted]'s clients have entered into in a deal with him. [redacted] have to review his clients and the manner of securing his transactions with them and not to transfer responsibility to the company.6. Furthermore, the company does not act as a supervising entity or a complaint address for claims regarding the quality of the transactions of various sellers on the Internet. The company does not act as a decision maker regarding allegations of fraud between sellers and various customers, its business is not hearing the parties arguments and clarifying them, and apparently also does not charge a fee for it. As stated, all the company's business is being a receiving and storing station for items purchased by a customers from abroad who contacted vendors or local sellers, preparing them for shipping and sending them abroad via international forwarding companies.7. In addition to all the above, it is to be noted that the company does not hold [redacted]'s product. [redacted] must contact his client in an attempt to get the goods back or payment for the goods. It should be noted that even if all of the information provided by [redacted] is true and accurate regarding the conversations he had with a customer service representative, the company can not be held responsible for a transaction between [redacted] and his buyer which happen to be registered to the company service. After all, the responsibility for the transaction between the seller ([redacted] and the buyer is [redacted] who shipped the package to the company location prior to seeing secured payment funds in his account and should not be “pushed” toward the company. Thank you very much,Mordechai M[redacted]

Review: I contracted Dolphin Express to move items from my former residence in [redacted] to my residence in [redacted] and to my mother's residence in [redacted] Among the items to be shipped to [redacted] was a Yamaha C-3 Grand Piano. Dolphin Express drastically increased my quote the week before scheduled pick-up and did not refund me anything when my shipment ended up being less than the estimated 150sq feet.

I was verbally told that the piano would be delivered to [redacted] within 1 to 2 weeks after arriving in New Jersey on Nov 30. The piano did not arrive in [redacted] until January 12. My contract with Dolphin Express said that they would deliver the piano and re-attach the legs. The piano was delivered by a truck with no lift or ramp, and the crew had no knowledge of how to move/assemble a grand piano. They first scheduled for Jan 11, but the driver realized that he did not have the man-power to get the piano off of the truck. He then re-scheduled for the next day. After arrival the driver had to call in more man-power and finally a TOW TRUCK to get the piano off of the moving truck. My mother had to get a piano expert from [redacted] to come supervise the entire process, and guide the movers how to properly move the piano and re-attach the legs. While the driver and his team did the best job they could, this was not the service that I paid for, and this created great stress and inconvenience. I expressed this dis-satisfaction with Dolphin Express but haven't received any refund or even an apology. They led me to believe that they move pianos all the time.Desired Settlement: Refund for the difference in sq footage between the estimated/paid amount and actual amount. Compensation for Piano expert and inconvenience.

Business

Response:

To Whom It May Concern,

We are responding to this complaint according the shipping proposal that was signed and agreed upon. Our client, [redacted] who was a referred client, agreed to have the bulk of his shipment delivered to [redacted] and the remainder (a piano and a bicycle) to [redacted]. We coordinate shipments and interstate relocations on a routine basis to the west coast. We informed our client of our practice and use of carriers to the west coast. Once the shipment arrived safely in [redacted] we were in the process of loading the remaining balance to [redacted] when [redacted] became adamant about using a specific carrier for the transport of the piano. We searched many carriers in hopes that we could find someone in a similar budget to complete this voyage although we realized that it would not be possible to hire a long distance piano mover for the same price. We explained this to [redacted] and told him that it was not our contract to use that specific service and that it would be additional. We have used many carriers over the 16 year period that we have been in business to move piano's safely and successfully across the U.S.

Kind Regards,

Dolphin Express, Inc.