LaserShip, Inc

I ordered presents for my family for Christmas, and was promised that I would receive them in time. LaserShip lied about the delivery tracking. The presents were lost by LaserShip, and they refuse to answer my calls or return my email. I have never had such a terrible experience with a business and will no longer do business with any company the uses them. LaserShip has ruined my Christmas!

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

delayed packages to your home on or about December 23". You also explained the initial difficulty you had with the tracking and explanation of the whereabouts of your delivery.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 not 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.
According to our Customer Service Manager with whom you spoke, your items were replaced and rushed to you by the retailer and per the retailer was received on December 24". If this did not occur, please feel free to contact our Customer Service Manager directly.
Sincerely,Didier M[redacted]
Manager of Delivery Resources
[redacted] Vienna, VA [redacted] Phone ###-###-#### Fax [redacted] www.lasership.com

Didier M[redacted]/fax:###-###-#### [redacted]@lasership.com
December 31, 2015
[redacted]C/o [redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania
141  K ST NW, 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 17". You also explained the dissatisfaction and difficulty you experienced attempting to reach customer service for assistance.
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.
Didier M[redacted]
Manager of Delivery Resources
[redacted], Vienna, VA [redacted] Phone ###-###-#### Fax [redacted] www.lasership.com

[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]

I have never, ever had such a terrible experience with a delivery company. I ordered a Christmas present from my son from MLBSHOP.com on November 28th, to be delivered to my work address. Lasership tried unsuccessfully ONCE to deliver my package at 9:00 PM, when the business was obviously closed. Then it sat...for 10 days without moving (according to tracking) I contacted MLBSHOP.com, and they refunded my money, reordered my items to be delivered to my home (where 9:00 PM isn't optimal, but at lease do-able) That one never arrived either. The tracking information said that the package was delivered to my front door at 10:00 am, however I was home all day and nothing was ever delivered. In the meantime, I finally got a reply from one of my numerous complaints on the Lasership website, that the ORIGINAL package was delivered the evening before at 9PM left at the back door (of my work)
Needless to say that there was no package waiting for me when I got to work that day.
So that was two deliveries, of the same thing, sent to two different addresses, that claimed they were delivered THAT WERE NOT. How are these people still in business?!? Why does a big company like MLBSHOP.COM still use them?
To MLBSHOP.COM's credit, they did refund me for both orders so I'm not out any money, but my son is not getting the Cubs pajama pants he wanted this year.

August 27, 2015You recently brought to our attention a complaint regarding a missing Teacher Plan Book that took place on 3 Separate occasions, You also explained the difficulties you experienced with the tracking information you received both online and verbally when contacting our...

customer Service center. I want to begin by expressing that Lasership fully acknowledges and apologizes for what transpired with your orders. We understand the level of stress and frustration these incidents created for you.As you are aware, the packages were 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.
That being said, we fully understand that your experience was less than adequate and would like to offer a $25.00 [redacted].com gift card as further recognition of your unsatisfactory experience.
Didier M
Manger of Delivery Resources

The customer service was so careless and negligent to return calls as they said they would, package was supposed to be delivered TWO days ago, as it was announced on the website. Spoke many times with original branch and Davis on Miami Branch and till to day NOTHING!!!!. I have never experienced such lack of respect from a carrier company. They are not answering phone call or returning ether .
BAD, BAD COMPANY.
I do not wish any business to fail, however somebody really have to change something.

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.lasership.com

Reponse to Complaint ID [redacted].
[redacted]
I sincerely apologize for your not receiving your [redacted] gift card as requested.  My understanding from the Manager of our Central Customer Service Team, a new card for $35.00 was issued earlier today.
Again, I am sorry for the...

delay.Best Regards ~
Delivery Resources

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because the issue is not a refund for the lost package as described in the reply from the business. The issue is the fraudulent behavior the company has acted in (now on multiple occasions since my first complaint) by marking packages as 'Delivered' when they have in fact not been delivered. Any other shipping service (UPS, FedEx, USPS, DHL) will accurately describe the location of the package (if it is late, lost, etc) and will provide proper recourse for those instances by providing package location and updates on when it can be expected. In the case where my LaserShip package was marked as 'Unable to be delivered because nobody was home' (when, for the record, I had been home by the door at the time of the supposed 'attempted delivery') there was no update to the package location or an updated expected delivery date. I had no information given to me on when I could expect to receive the package, which is standard practice for every single other reputable shipping service. In turn, I had to contact the customer service number who told me via phone 'It will be redelivered today and the driver will call you when they are delivering it'. This information was not conveyed on the tracking website, and lo and behold my package was not delivered as promised (it was never delivered) and nobody called me.Again, the issue isn't whether or not I receive a refund for the lost package. Luckily the actual reputable companies like [redacted] and [redacted] will provide that. The issue is the fact that as a logistics company, LaserShip is acting fraudulently by dishonestly marking packages as 'Delivered' or 'Unable to be delivered because nobody was home' when these are FALSE claims. There should be legal action taken against this company as these drivers are making fraudulent claims on multiple occasions as I have seen in my own personal experience as well as in many others experience across the internet.
Regards,
[redacted]

This company is totally irresponsible and careless when it comes to delivering packages that are ordered and paid. This is the second time I have had a bad experience with Lasership. They never delivered a package I ordered from Amazon claiming that my home address was not valid.. how ridiculous! Fortunately Amazon credited me for the delivery and my next order was delivered by UPS on time. Now Jet.Com appears to be using them for deliveries, I made my second order from Jet and it was handled by this company, they delivered fast (the next day) but left the package in front of my door in a high rise complex. They never bothered to knock on my door to even let me know the package was there. Fortunately a family member was visiting me that day and retrieved the package and gave it to me. Lasership is completely unprofessional and I have contact Jet regarding their delivery practices and I hope they stop using this company.

[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:  While I appreciate Mr. M[redacted] of Lasership for getting back to us, I believe we would not have gotten any information if I had not engaged the Revdex.com and supporting agencies for their assistance.  Requesting [redacted] to process a refund is a lame attempt to an obvious inherent problem that Lashership has.  I would not expect [redacted] or the USPS to take the easy way out.  Having dealt with each one of those package delivery services, they would have done their due diligence in finding my package, so therefore I'm not interested in a refund.
Here's the plan going forward, there should be no action required on my part as the customer in resolving this issue:
1) Since Lasership has my order and shipping information, Mr. M[redacted] should notify [redacted] that they initially DID NOT deliver my package as documented, but they have lost it.
2) Mr. M[redacted] will become our CPOC (central point of contact) and on behalf of Lasership purchase and re-order both of my items at no cost to me as the consumer.  
3) Mr. M[redacted] will work with [redacted] to expedite shipment of these items and should use an alternate method shipping, because I'm am not confident In Lasership handling this task.
4) Mr. M[redacted] should provide ongoing communication as this process continues until final resolution and that me as the customer have received these items and is totally satisfied with the outcome.
Time is of the essence.
Regards,
[redacted]

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!

[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]

I order from W[redacted] .com they ship my package using Lasership Inc. Never heard of them before first time experience .The first package was supposedly delivered but I did not received it I was home at the time specified it was delivered I live on a dead end street with very few neighbors who I all know. There not even local there an hour away from where I live I doubt the driver is even making the trip out here . I contacted W[redacted] and they sent a replacement.
The second package I finally received 5 days late I kept checking the shipping status and it would always say attempted but I was always home at these times they said. Once I get the package you can tell it was clearly opened before I got it. I did a review on this company and found similar complaints .

I placed my order with Fanatics for 2 shirts on December 4th through a free shipping promotion. At the time, I was told my packages would ship no later than December 14th. I received confirmation on December 13th that the order had been shipped via LaserShip. The packages then arrived on December 18th at a facility that is approximately 30 minutes from my home. For the next 5 business days, the packages were not delivered. Via LaserShips’ tracking system, it stated that there were “external delays,” and the delivery date changed each day. To add to my frustration, the LaserShip online tracking system barely provides any usable information, and it does not even compare to the tracking systems of USPS, FedEx, and UPS. I first contacted the LaserShip customer service department, or lack there of, where you are requested to leave a voice mail message. Shockingly, no one ever called me back. Other times when I called, I would spend upwards of 30 minutes on hold still not ever talking to a representative. I finally received an email message saying there were delays, and the packages would be delivered within 2 business days which also never happened. Along the way, I decided to contact the Fanatics customer service department directly hoping for more information. In response to my email, they gave me the tracking numbers for my packages which I already had and the phone number of my local LaserShip facility for me to contact. I called the number they provided on December 22nd and was told that they believed my package was out on a truck to be delivered. In addition, he explained that all of the packages didn’t fit on the truck that day, so some had to be left behind. He also mentioned that packages were piled up outside the facility waiting. To add to my dismay, no packages ever came. I called the local facility yet again last evening, but this time they didn’t even bother to answer the phone. This morning, however, someone did answer the phone after 15 minutes on hold. He confirmed my packages were in their warehouse, which was the exact opposite that I had been told yesterday by another worker at the facility. He then went on to explain that he didn’t know when they would actually be delivered, so we decided to take matters into our own hands. At this point in time, we decided to pick the packages up ourselves because LaserShip seems to be unable to do what it is contracted to do, deliver packages.  As a part of my transaction with Fanatics originally, I was guaranteed free shipping.  Now, I have driven 44 miles to the facility in order to get the packages and wasted an hour of my time that I would like to be credited for.
The fact that Fanatics, an A rated company by the Revdex.com, contracts with LaserShip, which is rated at a D-, is laughable to me. To make matters worse, other companies carry the exact same shirts I ordered through Fanatics and ship via more reliable carriers. Had I known this delivery was going to take as long as it has and cause this much grief, I would have never ordered the products to begin with.  I also find it a laughable concept that, this week, Fanatics was offering promises of packages arriving by December 24th.  Those customers will be lucky to receive their items by summer.  I can honestly say that I will never purchase more items from Fanatics as long as it continues to contract with LaserShip, which should be more appropriately named “LoserShip.”

This company is unreliable with big warehouse companies as a carrier for one day shipping

November 13, 2015You recently brought to our attention a complaint regarding a missing delivery to your home on October 26, 2015. 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 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.
That being said, we fully understand that your experience was less than adequate and would like to offer a $40.00 [redacted] Gift Card as further recognition of you unsatisfactory experience.
Didier M.
Manager of Delivery Resources

You recently brought to our attention a complaint regarding a missing shipment. Allow me to begin by expressing that LaserShip fully acknowledges and apologizes for what transpired. We understand the level of stress and frustration this incident created for you.
As you are already aware, we...

forwarded your concerns to our Central Customer Service Manager and requested a team member reach out to you immediately. We hope that your experience with representatives Jordan and Nicole met your expectation.After an investigation was conducted, it was determined your shipment lost with no reasonable expectation of being located. 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. It is our understanding the [redacted]’s is in the process of shipping a replacement to you.
Although you are receiving a replacement from [redacted]'s, we fully understand your experience was less than adequate and would like to offer a $25.00 [redacted]’s gift card as further recognition of your unsatisfactory experience.
Sincerely,
Didier M[redacted]
Manager of Delivery Resources

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