LaserShip, Inc

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

FloorWashington DC 20005Case IÍD [redacted],
You recently brought to our attention a complaint regarding missing and/or delayed packages to your residence on November 30" and your interaction 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. 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.
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 Resources1912 Woodford Road, Vienna, VA 22182 Phone ###-###-#### Fax [redacted] www.lasership.com

You recently brought to our attention a complaint...

regarding a missing delivery to your residence on August 23th. You also explained the dissatisfaction with the accuracy of the tracking information regarding your package.
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]...

[redacted],
You recently brought to our attention a complaint regarding a missing delivery to your residence on March 4th. 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.
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.
Again, we understand our service to you was less than adequate and apologize for your
unsatisfactory experience.
Sincerely,
Didier M[redacted] Manager of Delivery Resources

June 25, 2015Good afternoon,You recently brought to our attention a complaint regarding missing and/or delayed packages to your home on multiple occasions. You also explained the discontent over packages being left exposed to inclement weather or the condition of packages upon...

receipt,I want to begin by expressing that LaserShip fully acknowledges and apologizes for these incidents. We understood the level of frustration these incidents created for you specifically on those very special occasions such as your wife’s birthday.
You have also expressed your desire that LaserShip not contact you regarding these matters and this is duly noted. This letter is submitted as an acknowledgement of receipt and review of this complaint.
Sincerely,
Didier M.
Manager of Delivery Resources

September 23, 2015
You recently brought to our attention a complaint regarding the loss of a delivery to you scheduled for 9/1/2015. You also addressed an issue with the validity of the tracking/scanning information of your package. I want to begin by expressing that Lasership fully...

acknowledges what transpired and apologizes for this incident. We understand the level of stress and frustration this incident has created for you. Your claim was escalated to our Loss Prevention Department for full investigation.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 replace the item before contacting Lasership with a corresponding monetary demand.
That being said, we fully understand your experience was less than adequate and again sincerely apologize for unfortunate incident.
Sincerely,
Didier M
Manager of Delivery Resources

Thank you for reaching out to us regarding this shipment and I sincerely apologize that the customer has had an issue with their recent delivery.  In researching this issue, I did find that the tracking number provided is for A-1 Courier Service which is a separate company.  LaserShip...

is not affiliated with [redacted] so I am unable to further research.  If the customer perhaps has a tracking number for a recent issue with a LaserShip delivery, I would be more than happy to investigate.
 
Thank you for your time!
 
LaserShip

You recently brought to our attention a complaint...

regarding a missing delivery to your residence on March 3rd. 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 or replacement before contacting Lasership with a corresponding monetary demand.
Again, we understand our service to you was less than adequate and apologize for your unsatisfactory experience. -
Didier M[redacted]
Manager of Delivery Resources

I placed an order with Vitacost online, and they had free and fast shipping, which made me happy. I waited for the shipment to arrive the day it was scheduled and nothing did. I checked the tracking # and I realized the carrier was Lasership. According to the shipment progress on their website my package was sitting in their facility 20 miles from where I live, for days. I called their customer service several times and they'd change the delivery day again and again, and they blamed it on the insufficient number of drivers in the Boston area, so there was no guarantee when I was supposed to receive the package. Unbelievable! I am wondering how in the world these people are still in business, with such poor service. I hope I never have to deal with them ever again. I buy a lot of stuff online, but in the future, if I see this company is doing the shipping I will immediately cancel the order.

July 8, 2014Good Morning,Regarding Case # [redacted] submitted on 06/18/2014 by [redacted], please find below our response.We sincerely apologize for events leading up to the loss of **. [redacted]'s package and the frustration it caused. This incident is not reflective of...

the level of service we strive to provide to our clients' customers.Although we understand **. [redacted]'s disappointment, Lasership is contractually unable to honor his request for a billing adjustment. However, the Manager of our Central Customer Service Department escalated this to our client to appropriately resolve the matter.Again, we apologize for the unfortunate experience had by **. [redacted].

This is the only one that I canceled over the phone with Ivan. Never did the driver come to my house for the other shipment. That is a big lie. This is the package I was waiting.I have not received a response about correcting message that states driver come to my house and I refused both package. Vitamin shoppe thinks I keep declining all the packages.

Laser ship is the absolute worst shipping company. I ordered items that were unfortunately shipped with this company and they refused to properly deliver my items upon repeated instructions on how to do so. As soon as I saw it was a laser ship package, I called to find out whether a signature was required, "No ma'am, no signature is required, they will leave the package at your apartment door" Well, that was not true, they attempted 2x but I, surprise surprise have a life and work so I missed the delivery. In addition, I left two messages and an email after the first attempt requesting they leave the package because my apartment is secure, but they did not. I had to reorder my items causing expense and inconvenience to me. And forget trying to speak to anyone unless you have a good 30+ minutes to stay on hold. This company should not be used by businesses to ship items!

Lasership is a terrible company. They either say they have delivered items when they haven't or they deliver the item days after they were supposed to. The customer service number is of no use.

September 25, 2015
You recently brought to our attention a complaint regarding the unfortunate handling of a delivery to your home scheduled for 9/12/2015. You also addressed an issue with the validity of the tracking information of your package. I want to begin by expressing that Lasership...

fully acknowledges what transpired and apologizes for this incident. We understand the level of stress and frustration this incident has created for you and assure you that any attempt to mislead you with inaccurate tracking information is not our intent.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 replace the item before contacting Lasership with a corresponding monetary demand.
That being said, we fully understand 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 M.
Manager of Delivery Resources

January 4, 2016
[redacted]C/o [redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania
1411 K STNW, 10" FloorWashington DC 20005
Case ID [redacted],
You recently brought to our attention a complaint regarding a missing delivery to...

your residence on December 18". You also explained the dissatisfaction and difficulty you experienced attempting to claim reimbursement for the shipment.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 [redacted] Phone [redacted] 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]

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

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

[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:
I appreciate the acknowledgement of the problem, but still am left without recourse.  Several vendors that I use for products that are essential for me use Laser Ship as their only free shipping option.  Because of LaserShip's inability to deliver to me at my home address on multiple occasions, I either must incur additional cost to use [redacted] or stop using vendors who contract with LaserShip.
Since there is no problem with [redacted] or the United States Postal Service finding my address and successfully delivering packages -- I am looking for LaserShip to resolve the problem, not simply acknowledge it. 
I sincerely appreciate Revdex.com's help with this.  I was getting no coherent response at all until now.  I hope you will continue to help me. 
Regards,
[redacted]

This place has to be the worst delivery service out there... I had a package arrive at the Charlotte, NC facility on December 13th and as of today, December 19th I have yet to receive the package. Their webpage and shipping tracker was last updated on December 14th and it states there is a delay in delivery due to external issues. This is not a external issue it is this business is worthless because my wife also has a package that has been sitting at the same location since December 14th. If you shop online you may want to see who the retailer uses for shipping and I would strongly advise not to do any business with LaserShip.

Good Afternoon,
To further clarify the response submitted on 4/28/16, Ms. [redacted]'s original claim stated that her initial attempts to contact [redacted] for a refund were declined thus initiating her complaint with the...

Revdex.com.Our response  is that Ms. [redacted] should resubmit her claim / request for refund directly to [redacted] as they will contact our claims department for reimbursement.  The investigation into her complaint found that she was entitled to a refund however that must be handled through [redacted] and not Lasership.  Our claims department deals directly with [redacted].
 
Thank you ~