Dunham Express Corporation

To clarify Amway is a Dunham Express customer and the complainant is a customer of AmwayFor unknown reasons our customer service department could not find any record of this customer calling in However once we were alerted to the issue through the Revdex.com we informed Amway of the lost package which they promptly reshipped at no cost and it was delivered to complainant We called her and confirmed she did receive her package

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

To clarify Amway is a Dunham Express customer and the complainant is a customer of Amway. For unknown reasons our customer service department could not find any record of this customer calling in.   However once we were alerted to the issue through the Revdex.com we informed Amway...

of the lost package which they promptly reshipped at no cost and it was delivered to complainant.  We called her and confirmed she did receive her package.

Review: I ordered a product from Amway on Dec 5. 2 boxes. Dunham delivered 1 package on Dec 10th. I called to see where the other package was and never heard back from anyone. Left multiple messages for supervisor in Sauk Centre, MN. No call back. Called the corporate office in WI. I was told supervisor would call me back. Never happened. After numerous and no call back to let me know where the package is I called Amway. Dunham story went from the weather delayed he package, to we lost the package, to they say the delivered the package. The story they told Amway kept changing. I still don't have the package and have never heard if it's lost or still at Dunham. The level of customer service at Dunham is horrible and not one someone should have to experience. To say you will call a customer back and not is horrible, then to lose a package is worse. My wife was home the day they delivered the 1 package and heard them on our deck and went out to get the package. To say the delivered both packages is dishonest by them.Desired Settlement: They need to refund the amount of the package or pay to ship a new one. Another resolution is a follow up call from Dunham explaining why I never received the calls they said I would and tell me what really happened to my package.

Business

Response:

This is in response to your letter dated 12/27/13.

The delivery service in question was performed for our customer, Amway, on 12/11/13. [redacted] was the recipient of the shipment from Amway. The expected shipment included 2 parcels. It is correct that only one of the two parcels was delivered on 12/11/13. Dunham Express’ customer service department received a call from Ms. [redacted] on 12/12/13 indicating that only one carton was delivered and inquiring as to the disposition of the second parcel. Ms. [redacted] spoke with our representative live on the phone for a few minutes while he researched the concern. He told her that we had expected two parcels and that our system showed only one was delivered. He committed to research the matter and either communicate directly back with Ms. [redacted] himself or have one of our area representatives get back to her with details. [redacted], our Sauk Centre manager attempted to contact Ms. [redacted] twice, leaving voice messages each time. [redacted] and Ms. [redacted] never did speak in person. On learning of the missing parcel, we contacted Amway and a replacement was immediately dispatched by them for delivery. United Parcel Service(UPS) was tendered the replacement package on 12/13/13 (the day after we alerted them to the shortage). Amway has verified that the replacement parcel was delivered by UPS to Ms. [redacted]. It was ultimately discovered that the original parcel had been damaged in transit. The damaged item was returned to Amway. Amway was not charged for delivery of the damaged parcel.

How the miscommunication regarding the disposition of the missing parcel occurred is unknown. Our communication records with Amway do not include claims of weather delays, that the package was lost or that the package had been delivered. Our tracking system clearly shows that the parcel in questions was not delivered. While there may have been some uncertainty as to its whereabouts, we took appropriate action by alerting Amway and initiating the shipment of a replacement item.

We apologize to Ms. [redacted] for the inconvenience and anxiety created. We strive to provide quality service and to solve problems professionally and expeditiously. We will use this experience to improve future customer service engagements.

Executive Vice President

Dunham Express, Corporation

Consumer

Response:

Review: On Thursday June 12, 2014 at about 11:15am CST an approximate [redacted]) driver of a Dun-X delivery truck (Wisconsin license plate [redacted]) cut me off the road while I was riding my bicycle on Moorland Road, just south of the I-43 eastbound on ramp in New Berlin, WI. I was in clear view riding next to the curb with no traffic in front of me, well ahead of this truck, when I noticed this vehicle rapidly approaching me from behind as I looked in the mirror of my cycling helmet. I was just seconds from entering the round-a-bout when this truck sped in front of me to turn into the round-a-bout in front of me. The back of the truck was inches from striking me as it cut in front of my direction of travel. I squeezed my brakes and braced for impact as I was certain this truck was about to run over me. Fortunately, by the grace of God, I was able to avoid impact with this truck as it sped thru the round-a-bout without stopping let alone acknowledgement/awareness of what had just happened. I was able to see the license plate and wrote it down as the Dun-X delivery truck motored away. Once I got home, I started searching the internet for Dun-X Express contact information and began making some phone calls. I eventually reached a woman named [redacted] (a Milwaukee based Dun-X Delivery site manager at ###-###-####) who knew who the driver when I described him to her but declined to accept any responsibility for the incident claiming he was not a Dun-X employee and eventually hung up on me.Desired Settlement: written safety reprimand to the offending driver to go on official record with Dun-X Express relative to this individual and copy of same notification or suitable substitute sent to me.

Business

Response:

To Whom It May Concern:

I have reviewed the complaint provided by your office and have investigated the details internally.

Dunham's Milwaukee Operations Manager, [redacted], did receive a phone call from the complainant on June 12, 2014. The complainant was "irate and screaming" by Ms. [redacted]'s description. She listened to the caller's complaint and apologized on behalf of the company. The caller was not at all satisfied with an apology and repeatedly demanded that the driver be terminated from his engagement with Dunham. The caller was also oddly fixated on the fact that the driver in question was of Nigerian ethnic origin. (this is also mentioned by the complainant in the complaint) Ms. [redacted] is adamant that she did not hang up on the caller, however acknowledges that nothing she said was satisfactory to him and that he was screaming and ranting during the entire exchange.

An interview with the driver in question confirms that there was an incident with the complainant who was on a bicycle. The driver first became aware of the bicyclist as he peddled up from behind the vehicle and was screaming at the driver. Dunham's driver was in the right lane of a round-about and never saw the bicyclist until after exiting the round-about. He is adamant that he did nothing intentional to "cut off" the bicyclist and admits that he may have been remiss in not noticing the presence of a bicyclist in the roadway. Upon noticing the bicyclist chasing him down and screaming, the driver pulled over, stopped and exited the vehicle. He listened to the bicyclist's rant and apologized for not seeing him. The bicyclist harshly refused his apologies.

The driver in question and Dunham understand that bicyclists have rights to share the road with motor vehicles. I am a bicyclist myself and have had close calls with inattentive drivers. We counseled our driver and have documented the incident and our follow up, along with instruction to the driver in his contractor file. (copy attached)

Consumer

Response:

I have been ordering online for years which the company I order from uses Dunham Express to keep costs down although for the past several shipments I have had them come either late or in partial with the drivers marking them as delivered on their tracking system.
I also have these shipments labeled for Signature Required although they just drop them off without gaining a signature as set up plus every time I lodge a complaint via email with Dunham Express I get no response.

Ordered some $200+ worth of products for myself online, Vendor (AMWAY CORP.) shipped thru Dunham Express.

Following the tracking, showed that package was delivered and signed for (Signature appeared in Tracking form) along with date and time. This was not my home as neither my wife nor myself were home at the time. Checked and it was not at any neighbors home either.

Called Vendor and they replaced the order at their cost, shipped by UPS, delivered within 3-days.

Ordered some AMWAY products for my mother. Checked tracking each evening, again shipped by Dunham Express. Showed they tried one day, noted location was closed or nobody at location. They had the wrong address or whatever, but they did not try her home as she was home at time the tried and on the phone with me. Next noted Weather Delay, Next Mechanical Breakdown, next 2-tries weather delays. know, no new notes since 2/20.

Once again, I called AMWAY and order was replaced @ their cost and shipped via UPS, which arrived yesterday.

2-shipments to homes in Minnesota (1 in Chaska & 1 in Albert Lea) and neither arrived.

I contacted AMWAY to let them know my experience with this delivery firm. I sent them "Screen Shots" of the Tracking Info via an email as each day, the previous days tracking notes disappear.

I have no clue what Dunham Express employee's are doing, but 2-packages within a month that don't show up got me to file this NEGATIVE Report.

On future orders from AMWAY I will be requesting UPS or USPS Delivery.

Review: Dunham Express in Mankato, MN wa suppose to deliver a package from Amway that was suppose to arrive by August 6, 2015. I never received it. I called Dunham Express in Mankato, MN twice, then called their headquarters in Madison, Wi. I still have not received my package. Then I called Amway to let them know that I did not receive the package.

Dunham told me they had it, but, where is it? I am very dissatisfied by Dunham Express customer service practice.Desired Settlement: I would like my purchases to be delivered or I want Dunham Express to refund me my $95.00 back.

Business

Response:

To clarify Amway is a Dunham Express customer and the complainant is a customer of Amway. For unknown reasons our customer service department could not find any record of this customer calling in. However once we were alerted to the issue through the Revdex.com we informed Amway of the lost package which they promptly reshipped at no cost and it was delivered to complainant. We called her and confirmed she did receive her package.

Consumer

Response: