LaserShip, Inc

This is the worse shipping company I have ever dealt with. I ordered something online for Christmas for my daughter from Zara. Unfortunately they use lasership to deliver their packages. My package has been sitting at their facility for over a week and did not move. Every day the expected delivery date would change to the current date but still the package is sitting at their facility. Finally after I contact lasership I was told please give it another day because they are behind because of the holidays and also they are using contract drivers. The next day the status of the package changed to loaded onto vehicle but it wasn't expected to be delivered for another two days. That day has come and gone and still no package. I contact lasership again. I waited on hold for 45 minutes before I even spoke to someone. Then I was placed on hold for another 15 minutes while the rep tried to contact the driver. At the end of all this I was told that my package was deemed as lost. So what happened after my package was loaded onto the truck. Did the driver take it home. I'm so displeased with this service. Now I have to contact the company and they have to put in a compliant with the company to resolve. At the end of the day I just wanted the coat that I ordered for my daughter. I ordered in advance to make sure I received my items on time and this happens. I'm so pissed at the lack of customer service. They show no remorse for loosing your items. My package is probably sitting in their warehouse somewhere and they are just too lazy to look for it. I wasted an hour and a half just being on hold to deal with this only to not have my items. Any company that uses them to ship needs to reconsider.

Review: For the 3rd time now I have a problem with my delivery not being here on time. I paid for same/next-day delivery and they just didn't care enough to deliver the package.First time the package was marked as delivered when it wasn't, after calling the hub we found out the driver didn't even stop by.The second time the driver knocked on the door and literally ran back to his car and drove away without leaving the package. This time I don't know what happened, because he was there and didn't deliver the package. The delivery happened the next day in the morning, when he just left the package outside when nobody was home.Today 3rd time, after calling the hub, being left on hold forever and hung up on numerous times, I called the 800 number instead of calling the local hub. After explaining the situation to the lady she called the local hub and guaranteed my package would be here before 9pm. When was almost 9pm and no sign of the delivery driver I called the local hub again to ask if everything was ok, and the guy told me the driver was on the way and that I should be receiving my package not later than 9:20pm. It's 9:51pm now and as I suspected my money was wasted again.I keep paying for the service and getting ripped off because they don't care about their business. It's time for it to stop.Desired Settlement: DesiredSettlementID: Refund

I seriously expect the company to refund my money for not wanting to do their job. I could order second day delivery free of charge if I wanted the package to be here 2 days later. But the service was paid for and as such should be taken seriously.

Business

Response:

Thank you so much for reaching out to us and letting us know of this recent experience. We sincerely apologize that the experience provided to you has not been what we expect for our customers. I was able to speak with [redacted] who was able to confirm the package did arrive in the end but certainly not in the acceptable or expected time frame. I have made an adjustments on our side that I believe will ensure successful and timely delivery in the future. I have added the customer's address to our escalated address list to ensure our management is closely monitoring deliveries going forward. I've also reached out to the customer via email so that they may have a way to contact me in the future if there is an issue and I can hopefully step in and resolve for them. I have also issued a gift card for the customer as a token of apology for this experience and our committment to improve future deliveries. Please let us know if any further action may be taken in this case.

Thank you for your time!

Carrie and the LaserShip Team

Consumer

Response:

[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.]

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,

I ordered a gift for my daughter online , the company I ordered from used Lasership to ship my package . I received an email from the company and tracked my package . I saw that my package was attempted to be delivered however no note was left on my door like other delivery companies do . I waited a few days for them to re deliver but this was never updated on their tracking email . I finally called Lasership and waited forever to speak with someone . When I finally spoke with a representitive, it took them 5 minutes to find out that my package would not be redeliverd because they can't find it ! When I told them what do you mean you can't find it ?!? I was told " it's gone , sorry , it's out of our hands now , the company you ordered from has to handle it. Needless to say I was furious ! This is the worst delivery company I have ever dealt with ! The only thing the company I
Ordered from could offer me was a refund because the item I ordered was no longer available .

Review: This is the most unprofessional shipping company I have ever had to deal with. I am not sure why [redacted] would continue using a business like this. I have been waiting for a package from [redacted] for 4 days, this item was supposed to be two days with my Prime account.

Business

Response:

Please find attached response to Complaint [redacted]

Thank you,

I PLACED AN ORDER WITH A COMPANY ON 9/15/2015 FOR DIAPERS FOR MY 3 YEAR OLD, AND THIS COMPANY HAS MADE SO MANY EXCUSES AS WHY MY PACKAGE HAS NOT BEEN DELIVERED AS OF YET. I CALLED THEIR CUSTOMER SERVICE YESTERDAY AND WAS TOLD THAT IT WOULD BE DELIVERED TO ME ON YESTERDAY 9/17/2015 BUT IT WAS NOT. NOW THE COMPANY IS SAYING THAT THE PACKAGE WAS DELIVERED YESTERDAY, AND THAT IS SO FAR FROM THE TRUTH IT IS NOT FUNNY.

Review: I must comment that LaserShip is completely inept and unprofessional. I have been waiting for my package that was ordered on [redacted].com and was shipped via LaserShip for 3 days now, and I still have not received it. There is a building manager who accepts all packages for the tenants and after speaking with him, he has not seen the LaserShip delivery driver.

Additionally, I called LaserShip telling them directions to dial my apt/condo number from the access panel outside of the building door to let himself in for delivery of the package. Today, I have waiting all morning for my package, especially waiting for the call from the front door to let him in. Low and behold, I did not receive that call, yet the delivery status on LaserShip says "access unavailable". After calling LaserShip today, the central customer service person put me on hold while attempting to contact the local office and the driver. Unsurprisingly, they said they could not get a hold of the driver. They did say they would keep attempting to do so and make the driver attempt another delivery today. I would not be surprised if the driver DOES NOT make another delivery attempt today.

I must say LaserShip is the most unprofessional delivery service around and I DO NOT WANT to deal with them again. I am beginning to suspect that my package has been stolen by the driver.Desired Settlement: I just want my package delivered safe and sound without anything missing or damaged.

Business

Response:

Good Morning,

Please find attached response to Complaint ID [redacted].

Thank you,

Horrible service. Tracking says package was delivered, but never was. Customer service gives you the run around. They tell you that your package has GPS delivery but yours for some reason didn't have it. Government needs to step in and shut them down. There is always an issue with their deliveries!!

Would repeatedly try to deliver to office after closed after I told them the office hours. Rescheduling delivery takes days. Driver sounded like bunch of teenagers in a personal car, using personal cell phone. Never got my package.

Review: I ordered a product from [redacted] using the [redacted] account status. The delivery of the order was two day shipping through Lasership and I was given a tracking number. My tracking information stated the product was delivered to my front door on Tuesday, August 5 at 2:14 p.m. but there was not a package when I arrive home. I contacted [redacted] and Lasership separately about the matter. Lasership responded that the package would be put under a "24 hour surveillance." The [redacted] representative stated that the carrier "accidentally" scanned the item as delivered but it was still on its way. When the item never arrived, I requested replacement by [redacted]. The replacement was sent and arrived via a different carrier. On Thursday, August 7, a neighbor watched a Lasership delivery person approach my door with nothing in hand, did not knock or ring the bell, placed a sticker on the wall and left. The sticker was a door tag that should have indicated a delivery attempt, however nothing was filled out on the tag. It was completely blank. There is a barcode and number at the bottom of the tag, but no way to research this number on Lasership's website, as it is a door tag number and not a delivery or tracking number. I received a response from Lasership on August 8 stating that the package had been delivered. As I still had no package from Lasership, I followed up asking for clarification as to why a Lasership delivery person would come to my residence and leave a blank door tag if the package had supposedly been delivered two days prior. After that, I never heard from Lasership again regarding my inquiry into the delivery of my package. It seems as though Lasership is both dishonest in their delivery time frames and confirmation, and also has complete disregard for customer concern.Desired Settlement: I believe that Lasership's claims that my package was delivered are completely false. I want an honest answer as to what happened to my package, what this door tag is, and why someone would show up to my residence, still without a package, two days after the package's supposed delivery and leave a blank door tag. Ideally, I wish [redacted] would stop using this dishonest company to deliver packages customers have ordered through a paid subscription service - packages that arrive late or never arrive.

Business

Response:

Thank you so much for reaching out and providing this customer's experience and feedback. We have been in communication and heard [redacted]'s concerns regarding this recent delivery. We definitely apologize that the package was not received by the customer and that the communication during our investigation was not what we expect for our customers. I also apologize that despite returning the driver to attempt to locate the package, it was not located. We have made some changes and notes in our system regarding deliveries to [redacted] so that we can improve service going forward. We have added a note that we must contact the customer at the delivery time if there are any issues accessing the secure building and for instruction on where or if to leave the package unattended. We have also issued training tickets internally in our Customer Service Office highlighting the level of responsiveness we expect. I have issued a $25.00 gift card for [redacted].com to the customer as a token of apology and our committment to improving service in the future, that should be received in her email. Please let us know if there is any further action we may take to improve this customer's experience.

Thank you!

Carrie and the LaserShip Team

I ordered from Walmart.com and they in turn had lasership deliver my package. I was supposed to receive it on August 28 2015. I called them today and they said I told them to return it which is a blatant lie. On their website it says I would get my package today now they are saying tomorrow. Bad company,bad business. I was on hold for 37 miutes probably due to complaints.

I have called Amazon on several occasions about the poor service that I have received from Lasership. I was home all day long waiting for a delivery that I needed since I was going out of town the following day. I checked until 11:00PM and it still said out for delivery on both of my items. Low and behold, this morning the site says that one was delivered at 1:35PM and left at the front door, which I know for a fact that it wasn't, and the other states that delivery was attempted. Seeing how they "supposedly" left the first at the front door, why would they not have left the second as well. The reason is because they never attempted either delivery. I have had these clowns and this clown company banging on my door and ringing my doorbell at 11:15PM in the past!! Not once but on two separate occasions. I damn near knocked the delivery guy out! I asked him why it says delivery before before 9PM and what the hell was he banging on my door at 11:15PM! Woke me up, my wife up and my 6 year old who had school the next morning. MNS!! Constant complaints to Amazon seem to go unheeded and all you get from Lasership is the word sorry. Good Luck!! This company should be put out of business.
UPDATE:
I just got off the phone with Lasership's main office in Vienna, VA and told them of the debacle that has transpired in the past 24 hours and this is what transpired. The rep informed me before he even called the Laurel office that the delivery that posted as delivered did not occur and the attempt to deliver the second package did not occur. He said that the Laurel office concurred with those statements. I told him that I have video surveillance and that there was no Lasership vehicle or personnel at my unit to back that claim up. He also said that the driver did not want to deliver it late since I had previously stated how upset I when the 11:15PM delivery occurred. I had made the mistake of mentioning that to the rep and he used it to his advantage since I know for a fact that the last driver to make that mistake was fired. The rep told me that it would be delivered today by 9PM. Here we go again!!
I then asked him as to why the driver falsified the delivery documents and was that company policy. He did not answer. I told him that I did not pay for two day delivery, I paid for next day delivery. Again, no excuse but that it would be delivered today.
I made it known that I will be reporting this to Amazon and on all review sites. I also stated that I will be contacting the Revdex.com and letting them know of their illegal practices and deception. Lasership needs to be closed down!
UPDATE #2
Since the last post, Amazon called Lasership and was told that the packages would be delivered tomorrow. Really??? They just told me two hours ago that they would be delivered today. So Lasership..... what is it??? What refund do I get being that I am a Amazon Prime customer?? If you pay for X, Y & Z and you don't get X, are you going to pay and not be upset?? I think not!!
I am beginning to think that all of the falsification of delivery documents is to cover the fact that they are stealing packages and either selling them or using them and forcing us, the Amazon customer, into filing a claim and getting a replacement. Lasership is a crooked business and the Consumer Affairs Bureau and the Revdex.com are next on my call list.

Review: Lasership failed to deliver an item to my home for a purchase made on [redacted]. The driver lied stating that it was delivered on Labor Day, 09-01-14, at 1:05 PM, and left at my front door. I was home all day on Labor day working outside in my garage and no deliveries were made. The item was purchased late in the evening on Friday, 08-28-14. Delivery should have been no earlier that the 09-04-14. During later reviews of the company I learned that this is not the first time deliveries were not made but reported to have been made by the drivers. I suspect fraud and/or theft by employees.Desired Settlement: An investigation into this company, suspension of their business license and criminal prosecution.

Business

Response:

Thank you for reaching out to us regarding this customer's issue. I apologize that the package was not received by the customer. We are currently investigating the root cause of this issue but are also taking steps to make sure this does not happen to the customer with future deliveries. I have made contact with the customer to apologize for the issue and we are working to resolve the issue now. If possible we would like to leave the issue open until this matter is fully resolved.

Thank you!

Carrie

Review: I ordered a product with an extra fee paid for 1-day deliver. LaserShip said the item would be delivered by 8pm. at 6pm I called and spoke with a customer service representative about the status of my deliver. She put me on hold while contacting the driver on the other line. She came back and said it would not be delivered until 9 or 10 pm. I said that was too late to delver it to my work place, and asked that it be rerouted to my home (a 5 minute drive away from my workplace, the original destination). I waited and waited, checking the tracking info on their site, until at 11pm it was posted that they attempted delivery at 6:11 pm. This is an obvious lie, as I was on the phone with the customer service representative at that time, and the driver was telling her it would not be delivered for hours! This company has a history of lies and deception. They never deliver on time, and lie about the reason why. This is fraud.Desired Settlement: I want my order delivered immediately. I paid extra for fast shipping, I did not get what I paid for.

Business

Response:

December 23, 2013

Good Afternoon,

Regarding Case ID [redacted] submitted on 12/06/2013 by [redacted], please find the following clarification.

We acknowledge [redacted]'s frustration surrounding her delivery and regret the inconvenience caused. Unfortunately, our investigation and systems show that an extensive breakdown in communication occurred regarding **. [redacted]'s delivery. We engaged our Central Customer Service Manager and [redacted] based operations team to implement a retraining ticket for the individuals involved and enter into our address database notes detailing handling instructions for future deliveries.

We sincerely apologize and are issuing a gift card to [redacted] for the unnecessary aggravation she experienced that day. We are confident the steps taken will improve service and ensure that moving forward her delivery experience with Lasership will exceed expectation.

On August 25, I placed an online order with Zulily. On Sept 3, I received an email that my order had shipped, along with a tracking number for LaserShip. After tracking it for several days, it landed in a facility in Chantilly, VA, on Sept 9. Chantilly is 12 miles up the road from my house, so I expected delivery shortly after. I tracked it every day for the next 6 days, but it never moved. I contacted Zulily, explained my situation, and the representative told me she would get back to me in 24 hours, which she did, telling me that LaserShip located my package and it would be delivered immediately. It didn't show up the next two days, so I called Zulily again and they asked me to give it the remainder of the day, as they might deliver late. When I didn't have the package the next day, I called Zulily again, and the offered to refund my money. Two days later, I checked on the status of the package through the tracking number and it was marked delivered. I emailed LaserShip to notify them of no delivery, and they emailed back telling me that the package was delivered, and if I disagreed that it was delivered, I needed to contact the seller and settle it with them.
I have read a multitude of negative complaints about LaserShip, most about no delivery of ordered goods. How can a company like this be allowed to operate? Why can't someone step in and keep them from ruining a good business' reputation because of poor shipping? Zulily can't tell me when they will be done with LaserShip, but I can guarantee I won't be purchasing anything there again until they guarantee me my merchandise will be delivered by a more reliable company.

I ordered a beautiful coat from Anthropologie. It was shipped on August 20th, 2015. The last update told me it arrived in NYC at 4:45 AM on 08/23. I am in NYC. I was told the package would be delivered to me between 08/23-08/25. When I still had not received it by the 27th, I sent an inquiry. I received the following message:
"Thank you for your tracking inquiry. I apologize but your package has arrived to the wrong LaserShip facility. We are currently forwarding the package to the correct facility for delivery and expect the package to be delivered within 1-2 business days. Please let us know if there is anything further we can do to assist."
I mean. It said the package was in NYC. That sounds like the proper facility to me. I waited until the 31st and sent another inquiry. This time, I received the following message:
"Thank you for your tracking inquiry. Unfortunately, Lasership is unable to confirm control of your package at this time. So that you may be promptly assisted we are deeming this package as Lost by LaserShip. Please contact your Seller for further assistance."
The seller is giving me a refund, but the beautiful coat (that I bought with money my Grandma gave me for my birthday) is no longer for sale. I don't want a refund, I want my package!

Review: LaserShip failed to deliver a package to the correct person or location. They then sent me an email that its my responsibility to contact the seller. They advised, via email, "we can no longer do anything else on our end" (direct quote).Desired Settlement: Replacement or refund for the goods purchased..

Business

Response:

January 7, 2014

Good Afternoon,

Regarding Case ID [redacted] submitted on 01/02/2014 by [redacted], please find the following clarification.

We acknowledge [redacted]'s frustration surrounding his delivery and accept responsibility for the mishandling of his shipment. The information conveyed in the email to **. [redacted] is accurate in that we are not permitted by our client to reimburse its' customers for lost items and these transactions occur directly between the seller and the purchaser.

We apologize to **. [redacted] for the inconvenience this caused.

This company scans packages as "delivered" to front doors when you could be living in a 40 unit unsecured building, and only when you call their customer rep number and demand to get a hold of the driver is when they actually come clean and state the package is still in their warehouse. They have done this in the past and I have requested the merchant sender company Amazon not to use Lasership for same day deliveries. This puts the customer in a difficult position because you have to claim that package as stolen and also there is the fact that you the customer have to put extra money into another delivery with another shipping company. These individuals at Lasership need to get their business acumen together because there could be another unwitting customer who might resort to legal action.

Review: Lasership (unlike [redacted] and [redacted]) has evenhandedly caused my [redacted].com account to be banned due to missed/lost/stolen packages left either outside of the building or simple non-delivery. [redacted] got tired of issuing me a refund and thought I was the one being dishonest, when Lasership people and the management knew exactly what the problem is. Now, the same issue has been happening with [redacted] purchases. My last order was not delivered [Lasership - [redacted] ] and the website says "Delay in delivery due to external factors Delay in delivery due to external factors." Why is it that when I pay for 2 day shipping, I can't even get the product to my address? Why is it that every time I purchase something I have to call the merchant to see what happened to my order? Why is it that every single time [this has been going on for more than 2 years now] I have to file a Revdex.com complaint to get a decent response? What kind of operation is Lasership is running? Do I have to go through this every week? Would they want that to happen to their family member or their mother? I am a writer who stays home, so all they have to do is to ring my bell so I can receive my package. Why is it so hard for this company to do?Desired Settlement: I want this misery to stop and I want my packages delivered property. I also want Lasership to contact [redacted].com to explain their role in my banning.

Business

Response:

Please find attached the response to Complaint [redacted].

Thank you,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

This is the worst delivery service ever. I have ordered from two different website that ship via LaserShip. From the 10 different orders I placed on those two websites at different time of the year I never received any of the ten packages. I live on an apartment building, according to the tracking info the packages were deliver at the front door. However, the superintended at my building has showed me the recorder videos of every instance that this has happened and in fact none of their employee has come to deliver or leave a package at my front door of my apartment or building.I am not sure as to whether they are stealing the packages or leaving them somewhere else but all these items I had ordered were for my 3yr olds twin boys for Christmas and their birthdays, many of the also included essential items like diapers, hard to find pajamas, books, puzzles, etc.

Multiple orders from A[redacted] and Z[redacted] use this service to "deliver" packages. The packages are in "employees" personal vehicles, and are left curbside, in the driveway, or never make it to their destination. They are marked "delivered to door" when through video surveillance this is never the case with this crappy company. I have cancelled my Amazon Prime membership as a result of them using Lasership for the delivery in CT. I cringe when I see that Lasership will be delivering a package to my door, because I know there is only a 50/50 chance of it making it near my home, and never to the door.