LaserShip, Inc

Dear [redacted],
You recently brought to our attention a complaint regarding a missing delivery to your residence on November 22nd and the dissatisfaction with the accuracy of the tracking information regarding your packageI want to begin by expressing that LaserShip fully acknowledges and apologizes for the incidentWe understand the level of stress and frustration these events created for you and assure you any distortion of facts is never our intentUnfortunately, the package was lost with no reasonable expectation of recoveryOur agreement with the online retailer requires that such claims be handled directly through themThey typically issue a refund before contacting Lasership with a corresponding monetary demandWe understand your experience was less than adequate and again apologize for you unsatisfactory experienceSincerely,
Didier M[redacted]
Manager of Delivery Resources

February 1,
[redacted]
C/o [redacted]
Revdex.com of Metro Washington DC and Eastern Pennsylvania
K ST NW, 10" Floor
Washington DC Case ID [redacted],
You recently brought to our attention a complaint regarding a missing delivery to your residence on or about January 19thYou also explained the dissatisfaction you experienced with the protocol not followed by delivery personnel and ultimately the inaccurate tracking information you receivedI want to begin by expressing that LaserShip fully acknowledges and apologizes for the incidentWe understand the level of stress and frustration this event created for you and assure you any distortion of facts is never our intentUnfortunately, the package was lost with no reasonable expectation of recoveryOur agreement with the online retailer requires that such claims be handled directly through themThey typically issue a refund before contacting Lasership with a corresponding monetary demandWe understand your experience was less than adequate and are issuing an [redacted] Gift
Card in the amount of $Again, we apologize for your unsatisfactory experienceSincerely,
Didier M[redacted]
Manager of Delivery Resources
[redacted], Vienna, VA [redacted] Phone [redacted] Fax ###-###-#### www.lasership.com

[redacted],
You recently brought to our attention a complaint regarding a missing delivery to your residence on February 6thYou also explained the dissatisfaction you experienced with the protocol not followed by delivery personnel and ultimately the inaccurate tracking information you receivedI want to begin by expressing that LaserShip fully acknowledges and apologizes for the incidentWe understand the level of stress and frustration this event created for you and assure you any distortion of facts is never our intentUnfortunately, there was confusion surrounding the delivery information regarding your packageAfter further investigation into this incident, we were able to resolve the issue and deliver your package to you on February 8thAgain, we apologize for your unsatisfactory experienceSincerely,
Didier M[redacted]
Manager of Delivery Resources

January 15,
[redacted]
C/o [redacted]
Revdex.com of Metro Washington DC and Eastern Pennsylvania KSTNW, 10th Floor
Washington DC Case ID [redacted],
You recently brought to our attention a complaint regarding a missing delivery to your office on December 13thYou also explained the dissatisfaction and difficulty you experienced attempting to contact customer service and the information received once you were able to speak with a representativeI want to begin by expressing that LaserShip fully acknowledges and apologizes for the incidentWe understand the level of stress and frustration these events created for you and assure you any distortion of facts is never our intentUnfortunately, the package was lost with no reasonable expectation of recoveryOur agreement with the online retailer requires that such claims be handled directly through themThey typically issue a refund before contacting Lasership with a corresponding monetary demandAgain, we understand your experience was less than adequate and apologize for your unsatisfactory experienceSincerely,
Didier M[redacted]
Manager of Delivery Resources
[redacted], Vienna, VA [redacted] Phone [redacted] Fax ###-###-#### www.lasership.com

Ms[redacted],
" vertical-align: baseline; white-space: pre-wrap;">You recently brought to our attention a complaint regarding a missing delivery to your residence on November and the dissatisfaction with the accuracy of the tracking information regarding your packageI want to begin by expressing that LaserShip fully acknowledges and apologizes for the incidentWe understand the level of stress and frustration these events created for you and assure you any distortion of facts is never our intentUnfortunately, the package was lost with no reasonable expectation of recoveryOur agreement with the online retailer requires that such claims be handled directly through themThey typically issue a refund before contacting Lasership with a corresponding monetary demandWe understand your experience was less than adequate and again apologize for you unsatisfactory experienceSincerely,
Didier M[redacted]
Manager of Delivery Resources

Thank you so much for reaching out to us regarding this customer's concern.  I do see where the package was investigated by our local facility and unfortunately it was not located during the investigation.  The GPS scan at the time of delivery indicates that it was delivered to the...

correct location and the driver reports leaving the package at the front door.  I definitely apologize, though, that the package was not located.  I have added notes to the address, asking the driver to make this delivery location signature required in the future.  Please don't hesitate to reach out if there is anything further we can do to assist.
Thank you,
LaserShip

Vitamin Shoppe uses this company to ship their products. I live in a rural area so our mailboxes are all along street (across from property). My first delivery the driver left my box in the bushes on the street. The second delivery the driver bent the flag on my mailbox, the flag you put up to tell the mailman you have mail.. he bent it to stick the tip of it in the side of box, we found it hanging off the flag. The third delivery (after filing complaint with the fleet manager) still didn't delivery the box at front door. we pulled into our driveway and in the middle of our driveway was a box. meanwhile the delivery email I get says 'left at front door' every time. unacceptable

I requested that my order be sent with "Same Day Delivery" but to no avail. Upon tracking my package I see that LaserShip posted on their site that the delivery was attempted but no one was home.(which is a blatant lie because I was home all day, missing a day of work.) They also stated that I should read the notice left on the door for further ways to receive my package, there was no slip or notice left on my door and there was no attempt to deliver it for no one knocked on my door. I was home all day.
And this is the second time I ran into problems with LaserShip and their "Same Day Delivery" option.

Didier M[redacted]/fax:[redacted]@lasership.com
December 31, 2015
[redacted]C/o [redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania
1411 K ST NW, 10th FloorWashington DC 20005
Case ID [redacted],
You...

recently brought to our attention a complaint regarding a missing delivery to your office building on or about December 16th. You also explained the protocol of deliveries to your building does not include delivering to the front door as our tracking information stated.I want to begin by expressing that LaserShip fully acknowledges and apologizes for the incident. We understand the level of stress and frustration these events created for you and assure you any distortion of facts is never our intent. The delivery protocol you outlined in your complaint has been entered into our database and the local facility’s operations team notified.
Unfortunately, the package was lost with no reasonable expectation of recovery. Our agreement with the online retailer requires that such claims be handled directly through them. They typically issue a refund before contacting Lasership with a corresponding monetary demand.
Again, we understand your experience was less than adequate and apologize for your unsatisfactory experience.
Didier M[redacted] Manager of Delivery Resources[redacted], Vienna, VA [redacted]
Phone [redacted] Fax [redacted] www.lasership.com

This business is a sham. They were shipping an order to me from Amazon. The tracking information showed it was on their truck for delivery. It never arrived and was then shown to be back at their facilities. After two days I called their customer service to inquire why the package had still not been delivered. I was repeatedly put on hold and then told that they had no idea where the package was and they were unable to do anything about it. I was told to contact Amazon for any help or a refund. Totally rude and entirely unprofessional.

[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]

You recently brought to our attention a complaint regarding a missing...

delivery to your residence on April 16th. You also explained your concerns regarding protocol not executed by delivery personnel.
I want to begin by expressing that LaserShip fully acknowledges and apologizes for the incident. We understand the level of stress and frustration this event created for you and assure you the concerns you expressed were address with the operation team and drivers.
Unfortunately, the package was lost with no reasonable expectation of recovery. Our agreement with the online retailer requires that such claims be handled directly through them. They typically issue a refund or replacement before contacting Lasership with a corresponding monetary demand.
We understand your experience was less than adequate and again apologize for all that transpired.
Sincerely,
Didier M[redacted]
Manager of Delivery Resources

December 8, 2015
[redacted]
C/o [redacted]
 Revdex.com of Metro Washington DC and Eastern Pennsylvania 1411 K ST NW, 10th FloorWashington DC 20005
Case ID [redacted]
[redacted],
You recently brought to our attention a complaint...

regarding a missing delivery to your residence on September 24". You also indicated [redacted]'s was unable to resolve the issue for you. We conducted an internal investigation and were not able to recover your package.I want to begin by expressing that LaserShip fully acknowledges and apologizes for this incident. We understand the level of stress and frustration this event created for you and assure you any distortion of facts is not our intent.
Unfortunately, we are unable to honor your request an adjustment to your credit account, Our agreement with the retailer requires that such claims be handled directly through them. They typically issue a refund before contacting Lasership with a corresponding monetary demand.
That being said, we fully understand that your experience was less than adequate and would like to offer a $25.00 [redacted]’s gift card as further recognition of your unsatisfactoryexperience.
Sincerely,
Didier M[redacted] Manager of Delivery Resources

Absolutely furious with this company (this is my first review for anything online I couldn't go on and not let people know about this st company). Placed an order Sunday afternoon on amazon (brand new Xbox one) decided to go for overnight shipping thinking that ups or FedEx would deliver like they always have. I get my tracking info saying that it should come Monday by 8pm from some company called lasership that's when everything went downhill. I start getting concerned as the promised delivery time is fast approaching and I see no sign of anyone gave the benefit of doubt and waited till 930. Started calling the main office in VA to get some insight on when it will arrive or even the status of it I waited for 45 minutes on hold with the continuous automated message saying "please hold your call is very important to us we are assisting other customers st!! After that failed attempt I left numerous messages and requests for someone to get back to me... Nothing... So I called this location some guy picks up that barley speaks any English and tells me that my package was not taken on the truck due to there being not enough room. OK great so tomorrow definitely right? Nope! Tracked my package as soon as I woke up and it said it was delivered to my front door on Monday at 324pm.. Clearly it wasn't so I Called this location again to see what going on with my package ended up finding out that the guy I spoke to the night before completely lied to me and everytime I called I either waited for a minimum of 15mins or got hung up on and when I got the opportunity to speak to someone I got a very unpleasant rude experience with 3 of their representatives from this location that couldn't care less about my problem. Then I dealt with the corporate office specifically someone by the name of William who is the customer service supervisor he assured me that he was doing everything in his power to expedite the process as effectively as possible. He promised that I would receive my order anywhere from 5pm - 9pm. And that he would update me if anything changed nothing is here still and I'm out $550! Word of advice DO YOUR RESEARCH BEFORE YOU LET SOME COMPANY HANDLE YOUR VALUABLE GOODS AND WASTE MONEY ON OVERNIGHT SHIPPING FROM AMAZON!!! AND FYI I LIVE IN A HOUSE IN THE SUBURBS WHERE YOU CAN CLEARLY TELL THE NUMBERS

Thank you for reaching out to us about this customer's negative experience and their feedback.  I definitely apologize that the package was marked delivered but was never received by the customer.  I do see here where the customer communicated with us that the package was not received...

and we initiated and investigation.  It does appear that the local facility investigated but determined that the package could not be found.  The major failure here was that the customer service response and communication was not acceptable.  The customer should have been responded to immediately with updates throughout the process and we certainly did not meet those expectations.  We did recently reach out to [redacted] to apologize for her experience and reiterate that both the non receipt of the package and the subsequent customer service experience was completely unacceptable.  We appreciate this feedback and will use this experience to improve service.  Thank you so much for your time!
 
Carrie

Thank you for reaching out to us regarding this customer's concern and recent delivery experience.  I sincerely apologize for the delay in delivery of the actual package and the poor customer service they received.  I have issued training tickets for all appropriate team members about...

finding and following up on the accuracy of information provided to customers.  I also apologize that the website tracking was unclear and have brought that to the attention of our technical team.  I definitely appreciate the feedback.  I have also added the customer's address to our list of escalated addresses so that we may work to provide better service in the future.  Please let us know if there is anything further we can do to assist this customer.
Thank you for your time.
LaserShip

From: [redacted]
arial, sans-serif;"><[redacted].com>Date: Tue, Sep 29, 2015 at 2:43 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]@myRevdex.com.org
[redacted],
Carrie (sp?) Coleman from LaserShip contacted me about my recently-filed complaint (# [redacted]).  I am satisfied that Carrie is/has taken care of the problem and she has provided me with her direct contact information so that I can call her in the event that I experience any future issues.  I consider the issue fully resolved; please close my complaint.
Thank you and best regards,
[redacted]

I ordered some items through Amazon using their Prime "next day delivery" option to ensure delivery before Christmas. My package went through the usual shipping process and said it was en route within 12 hours. The next day, I received a notification on my Amazon app that my package was delivered to my home at 1:08pm... except, there was no package delivered. None of my four family members that were home at that time heard the doorbell or were met by any delivery people besides our regular mailman. When I checked the detailed tracking info it said my package was "left at the front door," which would no only be impossible to be missed but incredibly careless since my front porch is not secure.
Calling Amazon was frustrating because they seem to have as much access to Lasership's Customer Service as I do - mind you, the Amazon agent "Krystal" wouldn't even give me their contact number after her attempt to call left her on hold, so I Googled it. After multiple attempts to get in contact with Lasership's central Customer Service, I spoke with a rep named Fatima who was actually very helpful and apologetic, although it was in vain. It seemed the branch that delivers to my area couldn't get in touch with the driver to question them - what a surprise - and, thus, she initiated an investigation. She herself was skeptical of the driver's claim of having delivered my package at that time. Nevertheless, after two days of trying to locate this package I had Amazon issue me a full refund.
I'm hesitant to place another Prime order on Amazon because I REALLY DON'T WANT TO DEAL WITH THIS COMPANY AGAIN. Ordinarily I would chalk it up to bad luck, but during my Google search I saw that my experience is not a fluke. If Amazon continues to choose to do business with this shady delivery service I really see no other option than to cancel my membership. I see no reason why I should have to pay a premium to be frustrated and worried about "faster" shipping options that'll lose/steal my packages with no accountability.

Thank you for reaching out to us regarding this customer's concern and recent delivery experience.  I have investigated the issue and do see that the package with tracking number [redacted]-* was delayed.  The underlying delay on this package was caused by an large increase in...

volume and I definitely apologize that the customer was affected.  I do see that the package issue was escalated to a supervisor to try to prioritize the package but we were not successful.  We did determine that the package was delayed past the point that the perishable contents would still be viable.  We did mark the package Damaged by LaserShip and reached out to the customer and [redacted] regarding the issue.  I have added the customer's address to our escalated address list to improve service going forward.  Again, I apologize that the customer has had recent issues with receiving deliveries in a timely fashion.
Thank you,
LaserShip

My experience with LaserShip has been extremely frustrating. They failed to complete a shipment two times in a row. After the first failed shipment, I called to give specific directions for the address, but that did not help. It takes about 20 minutes to contact a customer service representative, and my shipment issues were not resolved. I would not recommend LaserShip to be used by individuals or companies.