LaserShip, Inc

Response to Revdex.com Complaint ID [redacted].
Thank you ~
Didier M[redacted] ###-###-####/fax:###-###-#### [email protected]
December 16, 2015
[redacted]C/o [redacted]
Revdex.com of Metro Washington DC and Eastern Pennsylvania 1411 KST NW, 10th Floor
Washington DC...

20005Case ID [redacted]
[redacted],
You recently brought to our attention a complaint regarding missing and/or delayed packages to your residence on December 7" and your experience with customer service. You also explained the issues you have with the accuracy of tracking information on our website.
I want to begin by expressing that LaserShip fully acknowledges and apologizes for these incidents. We understand the level of stress and frustration these events created for you and assure you any distortion of facts is not our intent. There appears to be a technical issue with the tracking data on our website and the issues outlined in your complaint are being researched and addressed with [redacted]. Further, the details of your encounter with customer service forwarded to and is being handled by our Customer Service Manager.
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.
Sincerely,
Didier M[redacted]
Manager of Delivery Resources
1912 Woodford Road, Vienna, VA [redacted] Phone ###-###-#### Fax [redacted] www.lasership.com

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.

---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Tue, Oct 6, 2015 at 1:50...

PMSubject: Complaint #[redacted] RequestTo: [redacted]@myRevdex.com.orgHello [redacted],
I would like to request that the complaint #[redacted] be closed. I am no longer interested in pursuing this complaint. I thank you for your time and efforts.
[redacted]

Thank you for reaching out to us regarding this customer's concern and delivery issue.  I have researched the order and I apologize that I was unable to located any investigation initiated by BN or the customer.  I sincerely apologize for the customer's report of lack of customer...

service.  It sounds like there were unacceptably high wait times during the time the customer was attempting to reach out Central CS Department.  I believe that the issue the customer experienced while calling the office local to NY, NY is that they do not service this zip code for BN packages.  Our BN packages are actually delivered by a facility in the NJ area, I believe this contributed to the transfers and confusion caused to the customer.  I have added notes to the customer's address, though, that packages should be signature required going forward so that we may make contact and receive specific instructions from them of where and how to leave packages.  I believe this will avoid any further delivery issues or packages going missing in the future.  Please let me know if there is any further action I may take for the customer.
Thank you,
LaserShip

January 20, 2016
[redacted]C/o [redacted]
Revdex.com of Metro Washington DC and Eastern Pennsylvania 1411 K ST NW, 10" FloorWashington DC 20005
Case ID [redacted],
You recently brought to our attention a complaint regarding a damaged yard ornament by one of our delivery personnel at your home on January 2nd. You also explained the dissatisfaction and difficulty you experienced attempting to claim reimbursement for the damage for this item.
I want to begin by expressing that LaserShip fully acknowledges and apologizes for the incident. We conducted an investigation into this occurrence and forwarded our findings to our Claims Department.
Your claim in the amount of $60.00 will be honored and a check will be forwarded to you within the next 48 hours. Again, we understand your experience was less than adequate and apologize for the unfortunate turn of events.
Sincerely,
Didier M[redacted]
Manager of Delivery Resources
[redacted], Vienna, VA [redacted]
Phone [redacted] Fax ###-###-####
www.iasership.com

June 5, 2015You recently brought to our attention a complaint regarding missing and/or delayed packages on May 18th. You are also concerned as to why your item was not left at your door along with several other packages delivered by other carriers.I want to begin by expressing that...

LaserShip fully acknowledges and apologizes for the incident, We understand the level of stress and frustration this incident created for you.As you are aware, 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.That being said, we fully understand that your experience was less than adequate and would like to offer a $25.00 [redacted] gift card as further recognition of your unsatisfactory experience.Sincerely,Didier MManager of Delivery Resources

I placed several orders with different companies and LaserShip was contracted by these companies for delivery. LaserShip has lost every package (approximately 7-8 orders from different companies), lied and said it was delivered when it was not delivered and I had to re-order everytime and only received my orders on the second order delivery. LaserShip is the worst delivery company I have ever dealt with and I shop/order online 3-4 times a week and receive frequent deliveries.

Consistent failure to deliver packages or marking packages delivered when there were not.

December 31, 2015
[redacted]C/o [redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania
1411 K STNW, 10" FloorWashington DC 20005
Case ID [redacted]
[redacted],
You recently brought to our attention a complaint regarding a missing delivery to...

your building on or about December 24". You also explained the dissatisfaction and accuracy of the tracking information provided.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.
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.
Sincerely:
Didier M[redacted]
Manager of Delivery Resources
[redacted], Vienna, VA 22182 Phone [redacted] Fax ###-###-#### www.lasership.com

Thank you for reaching out to us regarding this customer's issue.  I sincerely apologize for this delivery experience.  In researching out notes, I found the tracking number as [redacted].  I researched this tracking number and the customer is absolutely correct that...

there was a delay in delivery and several layers of miscommunication during the resolution.  I see that the customer was escalated to one of my supervisors on 11/24/14 and she was able to facilitate and address change and delivery instructions to have these very important winter coats delivered.  She did follow up and confirm that the customer did finally receive the package, although there was a delivery issue that they were delivered to the business next door.  We have escalated the entire experience and have issued several training tickets for the miscommunications, delays and issues during delivery.  Please do not hesitate to reach out to me with any further questions or concerns.
Thank you for your time,
Carrie

November 18, 2015
You recently brought to our attention a complaint regarding a missing delivery to your home on 3 different occasions, You also explained the difficultly you experienced with our customer service center and initial investigation. I want to begin by expressing that Lasership...

fully acknowledges and apologizes for this incident.As you are aware, the package has been located and is available for pick up by you at your convenience.
Didier M.
Manager of Delivery Resources

Fraudulent company. They failed to deliver two packages. They show phoney information on my tracking histories and also claimed not to have my delivery address. They outright lied about deliveries, as my business has surveillance cameras which evidence their lies. The companies that use them, Walmart and Amazon as examples, should be held accountable for duping consumers with this fraudulent shipping service!

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. I do hope they upgrade their tracking system, or at the very least, use integrity when marking something as delivered or not delivered.  
Regards,
[redacted]

[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]
 Complaint: [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,
[redacted]

March 19, 2014
Good 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.

Company was utilized by Amazon to deliver a package to me by 9pm on a Saturday. Company did not deliver the package but reported it to Amazon and myself as delivered by 8:50 pm. I was not only home at this time but checked the front steps when I got the notification and then again a bit later. Package arrived on Sunday morning. (past the guaranteed delivery time).
Amazon was contacted and responded wonderfully. Company was contacted about delivery person's fraudulence, sent a form note claiming to investigate the situation and they'd get back in 48 hours and never did. Company also could not be reached by phone easily - was put on hold waiting to talk to someone for over 30 minutes.
One week later, still no response from the company.

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!!

I'm not writing this again so here you go
http://www.yelp.com/biz/lasership-washington?hrid=c0fdYGvJN2fr2PEal7AZ1w&utm...⇄

Thank you so much for reaching out to us regarding this customer's recent delivery experience and negative customer service experience.  I definitely apologize that it sounds like multiple packages have not arrived as requested on time.  In reviewing our notes, I do see where our...

customer service team was attempting to arrange delivery but we were not successful.  I also see subsequent notes from the customer's seller requesting that we return the package to sender due to our lack of success at resolving this issue.  I have added the customer's address to our escalated address list so that we can do our best to improve service going forward for the customer.  Please don't hesitate to reach out to us if there is anything further we can do to assist.
Thank you!
LaserShip

[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]