LaserShip, Inc

I have had to hold for over 2 hours on 3 different phone calls to try and track down when a shipment would be delivered. I was told by 8pm on 9/3, then at 8:30 pm on 9/3 I was told by 9:30am on 9/4. Now on 9/4 at 10:30 I'm being told sometime by 8pm. Someone needs to look into the practices of this company!

Lasership continues to fail to deliver by the promised time. Additionally they consistently lie about my business being closed, and saying they attempted to deliver- although I receive their message of attempt 3 hours before we close. My doors are wide open and I never see any Lasership personnel making any attempts.
I am an amazon prime member and use the service because I often need items quickly and need to take advantage of 2 day (sometimes 1 day) delivery offers. Lasership has failed to deliver on the promised time each and every time they have been involved with the order.

Review: Since Laser Ship started to service my area about a year ago, we have been experiencing the problem that packages show as delivered but are not actually delivered. This only happens when delivered by Laser Ship. I believe that someone a the company is stealing the packages and have requested Laser Ship file an investigation over two weeks ago. I have copies of the e-mails with the company. None of the promised managers ever got back to me. I have also tried to call them. Today was the last time I tried. I sat on hold for 15 minutes and when attempting to leave a voice mail was told that the mailbox is full. I did not call back to sit on hold at the beginning of the waiting list again.

Most of the packages have been from [redacted] and I was able to file a claim and have the product replaced but I believe that is hurtful to the sellers, particularly when they are 3rd party sellers. I also get my dog food delivered in 40 lb bags. One time it did not arrive but showed as delivered and I had to call the seller to submit a claim. It looks very bad on me that the package shows as delivered and I have to argue that I never did get it. The seller of the dog food agreed to send another bag. The day it arrived, the delivery person said that they had one more package for us. It was the missing bag of dog food that had shown as delivered 1.5 weeks earlier. So, I know there is a problem where they are showing packages as delivered that don't actually get to me.

I have no close neighbors or people that walk by my house which could easily steel these deliveries. There is usually someone home all day that would be alerted by the dog barking if someone drove into our yard so that person could not come to our door to steal the packages without there being a lot of noise. This problem only happens with Laser Ship deliveries.

I did alert the last Laser Ship person I spoke with that I would submit this complaint if they did not resolve this issue or had a manger call me. That was 13 days ago and I did not hear back.

The reference number for my case with the company is: Ref: [redacted]Desired Settlement: I would like for there to be an investigation and for me to be told what the company will do to make sure my packages do not get stolen. Most importantly, I would like to know why a package would show as delivered if it has not been delivered (case of the dog food delivery). This is a fraudulent practice. It makes me look like I am lying when I call a seller to claim that I did not get a delivery.

Business

Response:

March 19, 2014Good Afternoon,Regarding Case # [redacted] submitted on 2/20/2014 by [redacted], please find our response below.We sincerely apologize for the inconvenience and dissatisfaction [redacted] experienced with her shipment. As requested, an investigation into the allegations presented by **. [redacted] was launched by our Loss Prevention Manager in her area. Although service issues involving delays and miscommunication were identified, we can assure **. [redacted] that no theft occurred.Meetings were held by the management team to address the identified issues. **. [redacted]'s concerns were thoroughly discussed and delivery protocol scrutinized. We are confident that moving forward, **. [redacted]'s service experience will be a much improved one.

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 response does not address my concern that items are being marked as delivered that were not delivered. As a customer, the shipper's electronic tracking system is considered a more credible record than my verbal statement when I call a business to tell them that I have not received a package. When I put in a complaint that I have not received a package, the business tells me that the digital records shows it as delivered. I want to know how can my package of dog food arrive 2 weeks after it was shown as delivered in the system. A digital tracking system should not have the ability to "miscommunication." In addition, I have been having repeated problems. I would like to know how you will improve your customer service. This issue should not have escalated this far. I have wasted many hours of my time trying to contact someone at your company. I would like that the next customer have a better experience.

Regards,

Review: Will not pick up a refused package. Did not have the chance to refuse directly at delivery.

I tried to cancel this delivery with my seller. Since it was already in processes by delivery, my seller told me to refuse the package. Package delivered by Lasership was left at my door. I did not have the chance to refuse it. After looking online, many other customers said to call Lasership to come pick up the refused package, as long as it was unopened and marked "refused- return to sender". I called and spoke to [redacted] who took down all of my information including tracking number and address placed me on hold. She came back and then told me that I would have to return the item through my seller, which is not what my seller told me, and the many customers online reported. When I explained how was I to refuse the package when I did not know about its delivery I was told "I'm sorry- they don't pick up packages after delivery". I replied back how I did not want this package, I did not accept this package, my seller informed me to to refuse the shipment, is there any options, I was again told "I'm sorry" with no other options.Desired Settlement: Since this is time sensitive I'll need to open the package to receive ite** request refund and pay out of pocket for a package I didn't want and could have refused if given the option. I request a refund for the amount of out pocket. Cost for UPS pick-up of package is $6.00

Business

Response:

December 23, 2013

Good Afternoon,

Regarding Case ID [redacted] submitted on 11/27/2013 by [redacted], please find the following clarification.

We acknowledge [redacted]'s frustration surrounding a delivery she wanted to refuse and regret the inconvenience caused. Our contractual obligation with our clients is to deliver packages; we do not process returns or refusals. If our client had notified us In advance that **. [redacted]'s intent was not to accept the delivery, we would have held her package in our warehouse and not attempted delivery.

Unfortunately, the seller that Instructed **. [redacted] to refuse the delivery misspoke and perhaps was not knowledgeable as to delivery protocol. Any reimbursement for delivery should be handled directly with our client.

We apologize for the misunderstanding that has occurred regarding returns or refused deliveries. We hope that the explanation provided has helped clarify the process.

Literally the worst customer service I've ever experienced. They have either lost my package or stolen it. Every time I call I get a different response as to what is going on with my package. I asked the last lady if they were just lying to me everytime I call and she responded yes. I've been waiting for a return phone call for 6 hrs now. I cannot believe a company as big as Kohls would use Lasership.

Review: Package was stolen by LAsership carrier

My package was marked as 'delivered' on the tracking website, however, when reviewing the camera images by front door AND checking the front door, nothing was to be found. I contacted Lasership, got a chuckle from the rep and they said, "yes wait till tomorrow, they might deliver it then". I waited 48 hours, nothing and then contacted Lasership, and their response was "oh yeah well, contact the vendor where you placed your order, they will replace it for you". So what happens to my initial order? It was obviously never delivered, and I have to go through the inconvenience because of their lack of customer service? The package was STOLEN by the delivery person and Lasership did not do a thing to make up for the inconvenience.Desired Settlement: I would expect Lasership to give me a full refund for my stolen package. It is not the vendor's responsibility, it is Laserships responsibility to make sure that my package gets delivered SAFE AND ON TIME, not just disappear in thin air.

Business

Response:

Response to Complaint [redacted]

Thank you,

December 23, 2013

Good Afternoon,

Regarding Case ID [redacted] submitted on 11/14/2013 by [redacted], please find the following clarification.

We acknowledge [redacted]s frustration surrounding her delivery and regret the inconvenience caused. However, the driver did not steal her package as alleged in the complaint. Unfortunately, our syste** show that the package was mis-delivered and unable to be retrieved. Although our customer ultimately compensated and resolved the issue directly with **. [redacted], we apologize for the unpleasant experience that was endured.

We are issuing a gift card as a gesture of our sincerity to [redacted] and hope that her future delivery experience with Lasership will exceed expectation.

Review: I order a watch on [redacted].com, they used a little known delivery service to ship my package to me. The driver took it upon his/herself to leave my package at my front door. (They didn't have written consent to leave my package at my front door! The rent office was also open at 4:18pm est which is also safer alternative to leaving expensive packages in the open!) I called to report my package missing! Spoke with Casandra.. She said she was trying to connect with the local branch and left me on a 20 min hold, then hung up on me. I called back and someone picked up and hung up. I called back a 3rd time! Spoke with Claire who advised she would open a case, Claire was so rude! "I'm in a different state it's not like I can walk and find it myself" sarcasm overflowed! Attitude disgusting! I tried to find out what the next steps were, she acted as if she had an attitude for asking. She also declined giving me an ID, told me it was a 20 person office they do not have ID's. I called back this morning for an update, after the phone just rang for 25 mins. Loren picked up another rep with a nasty attitude "well if what we are doing is not good enough just work with [redacted]." I have never heard of this shipping company, and I now see why, with customer service like this, who would realistically use this company. They don't care that their driver messed up and lost a very important package to me. Now I have nothing to give my fiancee on our anniversary! And they have a so, who cares about your package attitude.Desired Settlement: I have spoken with [redacted] directly! What I want is for the delivery person to remember where he put my package or what home he dropped it off at. I want my watch by 8 pm est tonight in time for my anniversary. I would love for lasership employees to be more helpful and sympathetic when their company makes HUGE mistakes instead of throwing attitude

Review: Lasership lost my package. This is unacceptable.Desired Settlement: Refund

Business

Response:

December 16, 2013

Good Afternoon,

Regarding Case # [redacted] submitted on 12/12/2013 by [redacted], please find the following response.

Although **. [redacted]'s package was delayed being delivered, it was delivered on Friday, December 13th. The item ordered was scheduled to arrive at our [redacted] facility on December 11th but did not actually arrive until 3:39 am on December 13th. Below is the scanning information from our internal distribution system:

12/13/2013 at 03:49:09 Arrived: Arrived at LaserShip Facility [redacted] (08) N/A 12/11/2013 at 15:30:35 Exception: Package not received from sender [redacted] (08) N/A

We hope the information above provides clarity on what was presumed to have transpired and apologize on behalf of our customer for the unfortunate frustration **. [redacted] experienced.

Sincerely,

Consumer

Response:

I admire LaserShip's timely handling of this case. When I called about my package on Dec 11 the representative said it would be arriving Dec 12. When I did not see the package Dec 12, I called LaserShip and the representative told me it was lost. So I'm not sure why they would tell me the package is lost when it was actually delayed? They need to be very careful about telling a customer that their package is lost since the carriers sole responsibility is to make sure their customers get the package. However; the package did indeed arrive on Dec 13 but I had no way of knowing where it was.

Review: I placed an order through [redacted] and I paid extra to have my order delivered Next Day. I have called Lasership 3 times in the past two days and they have lied to me on the phone about my shipment with the last statement being that the delivery will be shipping in 10 minutes while this call was placed at 8:57pm. (3 minutes before the phone center closes)

At this point my package has been delayed for 2 days due to NO fault of my own.Desired Settlement: A form of contact from someone at the company apologizing for the inconvenience and a proper explanation on WHY my shipment was delayed for longer than I paid for as well as the delivery of the products that I have ordered

Business

Response:

Please find attached response to Complaint [redacted].

Thank you,

November 27,2013

Good Afternoon,

Regarding Case # [redacted] submitted on 11/22/2013 by [redacted], please find the following response.

Upon receiving the complaint notification from the Revdex.com an investigation was initiated by our Central Customer Service Manager. Based on information documented in our system, it is our belief that **. [redacted]'s complaint is valid. We sincerely apologize for what transpired and the unnecessary stress the mishandling of his delivery caused.

We are sending **. [redacted] a gift card in the amount of $50.00 as an expression of our sincerity. In addition, we have flagged his information in our system to ensure special handling and attention to his deliveries in the future. We are confident that this step will improve **. [redacted]'s delivery experience with Lasership.

Sincerely,

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,

Review: I am writing about a ongoing issue I have been receiving with Lasership and the drivers which deliver to my address on Sundays. Frequently I have received packages which have either been dropped off after 8PM or where the driver has failed to knock at the door when the package has arrived. Due to my neighborhood being in a high crime area, this failure to attempt to notify the occupants that the package has arrived increases the risk of the packages being stolen which has happened on occasion. Recently I had received a package with the tracking number of [redacted] which had sat in the rain unprotected for several hours even though the homeowners were available to accept the package. As there was electronics inside the package I have now been forced to contact Amazon to replace the shipped items as the outer box was completely soaked. I believe that this situation could have been avoided if the driver had attempted to verify whether or not the homeowner is available to receive the package.Desired Settlement: I would like an apology from a senior supervisor, along with a statement that the driver who is delivering these packages has been talked to and such behavior will not be repeated in the future.

Review: I have reported this issue to the [redacted], PA branch manager, Mark, twice now. I told him that at this point I wanted to file a complaint and he provided the 1-800-Laser64 number which I called and after being on hold for a very long time I was given the option to leave a message. I left a detailed message and requested a call back but did not receive one.

Basically, whomever is delivering packages to my house is too lazy to deliver to my door as the other carriers do (USPS, [redacted]) and, instead, drops them right inside of the gate which means that if someone doesn't know they're there and tries to enter they will either trip over them (if the gate clears the package) or be prevented from opening the gate and entering. This is completely unacceptable and is a safety risk.Desired Settlement: I want both an apology and a commitment that it will never happen again. When it first happened I contacted [redacted] about the issue asking them to try not to use that service any more when delivering to my house. The rep was going to look into how to do that but in the meantime I received another shipment from [redacted]'s via Laser Ship and I clearly can't anticipate and/or contact every potential merchant warning them about the business practices of Laser Ship.

Review: LaserShip does not let customers know they have attempted to make a delivery. On several occasions LaserShip has said a package was delivered when it was not delivered.Desired Settlement: I would like my packages delivered.

Business

Response:

December 23, 2013

Good Afternoon,

Regarding Case ID [redacted] submitted on 12/05/2013 by [redacted], please find the following clarification.

We acknowledge [redacted]' frustration surrounding his delivery and regret the inconvenience caused. Leasing offices are an approved delivery destination; however, the driver is required to attempt delivery at the addressed unit number first. If there is no one available to receive the package, a door tag must be left notifying the customer of the attempted delivery prior to delivering to an alternate address. **. [redacted] is correct in his statement that this protocol was not followed by the driving handling his delivery.

Our Central Customer Service Manager has entered extensive notes into our address database detailing the instructions laid out in **. [redacted]' complaint. In addition, our compliance department has issued a retraining ticket for the driver.

We apologize to **. [redacted] for what transpired and are confident the steps taken will improve service and ensure that moving forward his delivery experience with Lasership will exceed expectation.

I've only dealt with Lasership on two occasions. I order from Amazon and I don't have an option as to what company delivers my packages. On both occasions I didn't get my package and had deal with the rather unfriendly customer service reps. The drivers mark my package delivered when in fact they never attempted to deliver it. Right now I'm still waiting for a package that was suppose to be dropped off last night at the latest and I would also get a phone call- neither which was done. I called back today and got the run around again. How is this company still in business?

LaserShip was supposed to deliver a package for me from an online seller. The tracking info on LaserShip's website said that my package was delivered at my front door, which was false information. After calling the company numerous times and spending ridiculously long time on hold, I did not get issue resolved. They kept saying that the driver will "back track" the package and deliver it the next day. Needless to say, it did not happen. After speaking with a "manager" (who, by the way was very rude) I was told that I will get a call back with an update- again, nothing... Not a phone call, not an explanation, nor did they offer me a solution. They said that they will contact the seller to re-send my items. This, however, hasn't happened yet, because as of right I do not have any notification from the seller. Just an awful experience all around!

Review: Let me start by first saying how awful of an experience my husband and myself have had with your company. Last night (08/20/2014), we expected a package being delivered from [redacted] with not only a book for my husbands classes but also formula for our child. Not only was it not delivered but it was delivered to the wrong address at that... COMPLETELY different address. My husband was tracking the delivery, called 20 minutes after the package was scanned and delivered to said wrong address, but for some strange reason Lasership cannot get in touch with drivers other than calling a cellphone. I call bologna on that because most trucks have a radio of some sort. My husband spoke to supervisor Kevin who stated that the package and investigation would be resolved between 8-11 today (08/21/2014) however as of 12:00 there had been no word. I called and spoke with Loretta who stated that they cannot ever guarentee the investigation due to having to go through [redacted]s' process and when our area normally receives packages. UNACCEPTABLE! RIDICULOUS! Issue is STILL unresolved. I'm waiting for a follow up which I think is outrageous.Desired Settlement: I want a full refund from Lasership for their drivers mishap. We paid for 2 day shipping for a reason and it's because of this drivers negligence that I am having to take off work and not get paid to sit and twiddle my thumbs while an "investigation" is being done.

Business

Response:

We definitely appreciate the customer reaching out to us regarding this issue so that we could work to resolve. I have communicated with Jena and have set a few things in place to provide a better service going forward. We have internally investigated and issued a training ticket for the lack of customer service response to the customer during the investigation. We have added notes to the customer's address that we must receive a signature for delivery, deliver to the leasing office or call the customer at the phone number provided for successful delivery. We have also issued a $25.00 gift card as appreciation for the communication regarding this issue. The customer did follow up with me to let me know that she is beginning to see some improvement in the service after our new notes. The customer does have my contact information and I look forward hear from them if there are any further concerns.

Thank you!

Carrie

LaserShip Customer Service Manager

I think this deliver company has stolen my package. The tracking claims that my package was signed for at my front door, however I was home at the time and no one ever came to the door and definitely did not sign for it. There is also a 200 page long, 4 year old and ongoing forum of complaints on the Amazon website (they contract this company) where people claim they never had their package delivered or it was delivered extremely late.

Review: I have had packages claiming to be delivered WHILE me or my husband were at home...never recieved, nowhere to be found, no delivery man in sight. Packages were never accounted for. On one occasion, the delivery man said he delivered it to a townhouse...we live in an APARTMENT. Sigh. In all of the DMV area, there are 100+ 1-star reviews for Laser Ship, all with similar problems. On [redacted], they have no higher than 1.5 stars for each location. Laser Ship customer service is extremely pleasant and helpful, but they have the vendors provide a monetary refund or re-ship your merchandise for FREE. I truly feel for the companies and their customers; losing money, time, and gaining absolutely nothing. It is not their fault that Laser Ship is lacking so terribly, although you'd think after so many cases they would catch on and cut their contract. I have no idea what is going on with Laser Ship but I know that it needs to stop, NOW. [redacted] and [redacted] would never tolerate this.Desired Settlement: Laser Ship needs to be dealt with, in any way possible.

Review: On May 22 at 8:37 am, a Lasership driver making a delivery to our house ran into my sons car and drove away without leaving a note or contacting us.Desired Settlement: All though it is minor damage, contacting Lasership by phone they indicated they would not pay for the repair. I only want the car repaired since they are the ones that damaged it.

Business

Response:

Good Afternoon,

Please find attached our 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:

We advised Lasership the day of the accident and to our knowledge the vehicle was not inspected until at least a day later, the driver would have had plenty time to clean off any marks since there is not paint missing from my sons car. They are correct, there was no witness to the accident itself, but my son saw the driver stop at the end of our driveway, get out and look at his truck before driving off.

As the accident happened on private property, the police have no interest in it.

Regards,

Review: I have not received package from [redacted].com (order #[redacted], total cost $202.42) that was reported as being delivered by Lasership (trk# [redacted]) on Monday, October 27,2014, at 2:56PM Eastern to Mailroom. I live in a residential building that does not have a mailroom. This building has a lobby with mailboxes.

I called Lasership customer service at ###-###-#### (hrs Mon-Fri 8AM -9PM; Sat8AM-8PM, Sun8AM-5PM), on Oct272014 between 7pm-8pmEast, to relay that package has been recorded as being delivered, but I did not receive it. CSR said they will investigate and later emailed me at 7:32PMEAST:

"We have placed this package under a 24 hour investigation so that we may assist in locating the package. If you have not received a follow up or your package by 10/28 by 7pm, please contact us at ###-###-####.

Susannah

LaserShip CSR"

I called Lasership customer svc at [redacted], on Tuesday, Oct282014 at about 8:40PMEast and asked if mailroom is a post office. CSR said no.

I called [redacted].com at ###-###-####, on Tuesday, Oct282014, before 9:10PM, customersvc rep said order was shipped on Oct232014.

I did not select Lasership as the carrier, it was assigned to me after being eligible for free shipping on orders of a minimum amount.Desired Settlement: If Lasership still has package, I want to collect it at a facility, if possible. If Lasership, does not have package, I want my credit card to be credited for the amount of $202.42

LaserShip absolutely refuses to deliver packages to my apartment building in Manhattan. For years they have consistently delivered all packages addressed here directly to the building next door and marked them as 'Delivered'. 'Delivered' - yes. To the addressee - NO! And they do not even leave any notification that a delivery has occurred, so receiving a package is a guessing game; the delivery personnel are simply too lazy to come to this building. No amount of complaints or requests has any effect on this 'delivery' practice. UPS and USPS manage to deliver here correctly - LaserShip does not. I, along with others here, no longer order from companies who insist on shipping via with LaserShip.