Emotional Pet Support

This customer ([redacted]) changed her address multiple times every time we sent her her mail and that is why it never made it to her. We did email her a valid ESA letter and she confirmed receipt of it. We have serviced many customers before (over 2,000) and usually after the first attempt, the...

second attempt of sending their mail succeeds. She went to our ShopperApproved page and gave us a very bad review, claiming we’re scammers, and claiming that we gave fake tracking numbers. It is never our fault why the mail may not make it to them in the first place as it is common for people to forget to input their apartment number, or for them to give an address that they used to live in but forgot to have it forward to their current address. We’ve lost a lot of money and time re-sending mail, but this person continued to want her mail re-delivered more than twice as well as having them be mailed via priority status which became costly after the second attempt. This customer is now going out of her way to give us 1-star complaints everywhere. Ultimately, we refunded this customer completely, resulting in a loss for us. This customer kept having us ship stuff and we believe that they just wanted to endlessly demand copies of her ID cards and letters, to put us at a negative, especially since she wanted it to be sent to her constantly on the very next day after the previous mail “didn’t make it”. On USPS.com the tracking number we sent her was valid and said it made it to her, but because we don’t live with her to visually make sure she received it, she’s the one who kept lying and wanting copies sent to her over and over again. Throughout the entire conversation, we are certain that she was confusing UPS with USPS. In our email we provided tracking number: [redacted]. In [redacted], it shows that it is a valid number and that the mail was delivered. Her requests were also beyond reasonable as she wanted her package to make it on the very next day, which via [redacted], would cost $30+ “I will receive the package tomorrow? I am flying out Sunday morning, 9/10. Can you confirm?”.” It is also important to mention that after we told her we refunded her, she still wanted it mailed via [redacted] to her other address. It is for this reason that we ultimately didn’t scam her. One may ask, how is it possible for us to scam her, when we refunded her all of her money ($159.00 - please see: refund.png) and the tracking numbers we sent her were valid according to usps.com. We didn’t lie or provided anything fake to her as we attempted to work with this customer and we sent her stuff out to her multiple times with valid Tracking numbers. She only checked the tracking numbers the moment we sent the numbers to her, so it is obvious that they were invalid in the USPS database at that time because, the mail didn’t go out yet so it wasn’t placed into the USPS database yet. Lastly, the tracking number was for USPS which on our site we specify that we ship via USPS, she checked on UPS.com and that is also why the numbers were never valid on her side. In our email we provided her a valid tracking number and it was “Delivered”. To our understanding, she never went to USPS.com to see that it went to her address, she kept telling us about how it’s fake and invalid on UPS.com. So our question is, if we have evidence that shows the mail was delivered and we refunded her all of her money, what could possibly be her motivation to say that we are the scammers who are sending her fake mail with fake tracking numbers? We resulted in a negative sum because of this customer as we sent her mail twice and she continued lying and going out of her way to try and damage our reputation like as if she has nothing better to do. Evidence of full refund: refund.png Valid tracking number: [redacted]