Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
So reading this email, I don't understand how the business's response is supposed to help me. Whether or not I would have chosen to ship it with another method is beside the point and it isn't going to change the fact that TO THIS DAY the package is still missing.We unfortunately cannot go back in time, but obviously if I had known it would be such a painful process, I would have done things differently, and I chose to trust the Little Village Postal for the main service they provide: to ship 2 packages, and I paid for the said service, and there was a major issue.And ever since, I have been trying to get some help to fix it, but all I get is their care lacking and not very compassionate attitude, and I don't understand why they refuse to take any responsibility or action. They seem to say they're not at fault here, but the way I see it is that I trusted them with my valuable possessions to do a job and they failed to honor their part of the contract. When I asked for some type of proof that the local post office received my packages (maybe a receipt?) or that it had at least left their store (security camera footage) they chose to ignore and dismiss me. When I went to that same post office they assured me they never got the package, and when I called many times the different services the [redacted] provides, I got the same answer, that the [redacted] never got the package in the 1st place. So let me say it again in one sentence because I feel like I'm not being heard, I gave the business 2 packages to ship and only 1 got there. The other one got lost. The very one I was insisting on how valuable and important it was to me. So I am not accusing anyone of anything but you have got to admit that it's strange. And it is not right. And to add insult to injury, not only they're not helping me fix their mistake but they're also fighting me for trying to make it right. Like I already said in my previous messages, I have been extremely patient and went to extraordinary lengths to get some sort of closure on where this package is, whether it is going to show up or not, and they still can't give me an answer except that it is not their fault, it's bad luck, etc. These aren't acceptable answers. So as far as I'm concerned, they made a mistake, or someone made a mistake, but at the end of the day, I'm the one who's suffering from it. So I paid for a service that wasn't ever honored, and on top of everything I'm getting short, rude and dismissive answers because I am trying to repair THEIR mistake. As a customer paying for a service, I am at loss with the way I am, and have been treated over this matter.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I am going to be clear about the fact that I do not remember the "[redacted] lack of offering reliable tracking" made clear to me like it is stated in the business response email, otherwise I wouldn't have chosen this method, especially if I thought there was a risk of losing the package, because it is precisely what I was trying to avoid! And I clearly insisted on the importance of the package arriving at destination, more than once, which I shouldn't have to do. Now I am sure that Jennifer was trying to help me with getting the lower rate method of shipment and I appreciate it, but only until something like that happens and the whole purpose of shipping it is defeated! when I asked about the rest of the options she said it was really expensive so I asked if there was any danger of the package getting lost and she said I should be able to track it with the customs #. After all, there was the address written on the box, the address on the custom forms, and also on an extra tag we stuck on, so I thought we were covered! And I tried tracking it everyday, but only the small one became available to track, and that was after a whole week. It had finally appeared to have made it to the post office. And this is when I went back to the store the 1st time, I saw a young girl, I explained my issue and she said I should check again in a few days. Which is a totally acceptable and logical answer. Until I was never able to track it, and when on Christmas Day the small package got there and the big one was missing, I started to worry. So I started calling different [redacted] services and offices, local at first, I even went to the post office she's referring to in the email, which led to call the center for missing/ lost mail in Georgia, to file missing mail forms, complaint forms, investigation forms, and later on calling both customs services at NYC and Paris airports, to no success. I went back to the store to explain my problem and this is when I saw Jennifer for the 2nd time, I told her what happened, she tried to reassure me, and said she would take over the search for me which I really appreciated. She also said that "[redacted]" and that she had never seen someone go to these "extreme" lengths, which I didn't really appreciate given the circumstances. So I said that I would do everything I could to find it because it was THAT important for me. And so I asked if there was any way for me to know if the package ever left the store, so she said she would take a look at the security cameras and she would get back to me within 2 weeks. I waited but didn't hear from her again. So I went back, I saw her dad, who was very nice but also very unhelpful because he didn't have any answer for me. I asked about the security cameras and he said he didn't know if we would see anything but he would keep me informed. In the meantime, I had to change my phone number, so I made sure to go back and leave a note for Jennifer so she could contact me on my updated contact info after the last conversation we had about the security cameras, but I never heard from her again. She claims she collected phone numbers to give me and that I never reached out again, this is extremely frustrating for me to read, and I think it should have been her responsibility to reach out to me given the number of times I tried to see her at the store! Plus she had my contact information! What more could I do!!I went back a couple more times but to only get the same vague answer, it was very awkward and I was starting to get really fed up with the whole thing. I waited a few months, and asked advice to a friend who's a lawyer, who suggested to bring it to the small claims court, but I thought I'd wait and see because I wasn't sure if it would be the right way to proceed, I guess I shouldn't have. Now my complaint isn't so much about the initial experience I had at the store, my complaint (beside the fact that the package DISAPPEARED) is about how they handled my case. After going back to the store SO MANY times (and yes I only saw Jennifer twice, doesn't mean I didn't go more) to try to get some sort of help, (or even a reaction at times), to be told there was nothing they could do to help me was very distressing to say the least. No one did anything to help me. So I'm a customer who pays for a service, the service fails and no one cares. Is this how you want to be treated when trying to get a service done? I work in the service industry myself and I always give my customers the best customer care and service they deserve and pay for. So apparently my case was the biggest complain they had that year but yet, that's how they chose to handle it, by ignoring me? Or telling me there is nothing they could do? That I "should wait, that it will turn up, it might take months"... Like I said, I spent countless hours on the phone trying to track that package, to try to see where it could have gone, I asked the business to check their cameras, everything to no avail. Even the recipient tried to go to the post office and do some research in France! "The process in the store is a customer comes in and pays for shipping" and this is exactly what I did, but unfortunately for nothing. I came in with 2 packages at the same time, going to the same place, insisted on it being delivered because of the value of the gifts and only one got there. So please allow ME to be "baffled, shocked and confused" after all of this unbelievably stressful process to read the answer they gave me a few days ago, which is quite frankly insulting given the poor care they gave to my issue in the 1st place, and to, on top of everything chose to say "all we can chalk this up to be is bad luck" that and the fact that 2 complaints of this importance in 2 years isn't a big deal to them shows how much they seem to care about their so-called valued customers.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Customer can speculate to what we did and did not tell her. But we know what goes in at our store better than anyone. We do not offer tracking numbers for [redacted] Priority Mail, never have until recently when the postal service started to offer “E-DEL CONFIRMATION” to packages to in select countries in Europe. What we did offer was a “CUSTOMS REFERENCE NUMBER” that is trackable at times. And yes I was trying to offer the lower rate of shipment and am glad that customer understands that. But what I also want her to understand that this method of shipping is supposed to be safe! We never really had a problem with it until this package and to this day haven’t any problems to this extent with it since. Which is why we believed it to be safe to send it this way. If she asks me if it’s going to get lost or if it’s going to get there, of course I’m going to say that IT SHOULDN’T BE LOST and that IT SHOULD GET THERE. I’m not going to say “yeah you can send this package but its probably not going to get there.” The service has been pretty good to us up until that point. And yes I probably did tell that the other methods are more expensive, but if she had really wanted me price it I would have. [redacted] and [redacted] are very pricey but they also give us our BEST profit margins. We do not make a lot of money from sending [redacted] Priority Mail. However, couriers like [redacted] and [redacted] and [redacted] give us VERY competitive wholesale rates that give us better profits. So for me to convince her not to ship through these couriers does not make sense and improbable. If she had asked for quotes for those carriers I would have been happy to give them to her. If she did not ask for them, then I probably wouldn’t because they are far more expensive than [redacted] Priority Mail. If something costed 100 - 200 dollars to send through [redacted] Priority Mail, it would have been 300-500 dollars to send it [redacted]. Whether or not the customer would have shipped it through the courier or not, no one can say. She cannot be sure that she would’ve shipped it through a courier because the prices are VERY expensive. For all we know she could have still chosen to send it [redacted] Priority Mail after hearing [redacted] prices and still the same thing may have happened. All I am saying is that the outcome of this shipment was out of our control. Even if the package was scanned at customs, the package could still be lost. EVEN IF SHE SENT IT [redacted] AND COULD TRACK IT, there is a still a chance that the package could be lost. In this instance it was sort of the worst case scenario, in which the package was untraceable and undelivered and I wish there was more that we could do in this instance. Our best advice was to just wait for the shipment to get there and thats exactly what we told her. I’m sorry that I could not have been more helpful to her.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
So reading this email, I don't understand how the business's response is supposed to help me. Whether or not I would have chosen to ship it with another method is beside the point and it isn't going to change the fact that TO THIS DAY the package is still missing.We unfortunately cannot go back in time, but obviously if I had known it would be such a painful process, I would have done things differently, and I chose to trust the Little Village Postal for the main service they provide: to ship 2 packages, and I paid for the said service, and there was a major issue.And ever since, I have been trying to get some help to fix it, but all I get is their care lacking and not very compassionate attitude, and I don't understand why they refuse to take any responsibility or action. They seem to say they're not at fault here, but the way I see it is that I trusted them with my valuable possessions to do a job and they failed to honor their part of the contract. When I asked for some type of proof that the local post office received my packages (maybe a receipt?) or that it had at least left their store (security camera footage) they chose to ignore and dismiss me. When I went to that same post office they assured me they never got the package, and when I called many times the different services the [redacted] provides, I got the same answer, that the [redacted] never got the package in the 1st place. So let me say it again in one sentence because I feel like I'm not being heard, I gave the business 2 packages to ship and only 1 got there. The other one got lost. The very one I was insisting on how valuable and important it was to me. So I am not accusing anyone of anything but you have got to admit that it's strange. And it is not right. And to add insult to injury, not only they're not helping me fix their mistake but they're also fighting me for trying to make it right. Like I already said in my previous messages, I have been extremely patient and went to extraordinary lengths to get some sort of closure on where this package is, whether it is going to show up or not, and they still can't give me an answer except that it is not their fault, it's bad luck, etc. These aren't acceptable answers. So as far as I'm concerned, they made a mistake, or someone made a mistake, but at the end of the day, I'm the one who's suffering from it. So I paid for a service that wasn't ever honored, and on top of everything I'm getting short, rude and dismissive answers because I am trying to repair THEIR mistake. As a customer paying for a service, I am at loss with the way I am, and have been treated over this matter.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I am going to be clear about the fact that I do not remember the "[redacted] lack of offering reliable tracking" made clear to me like it is stated in the business response email, otherwise I wouldn't have chosen this method, especially if I thought there was a risk of losing the package, because it is precisely what I was trying to avoid! And I clearly insisted on the importance of the package arriving at destination, more than once, which I shouldn't have to do. Now I am sure that Jennifer was trying to help me with getting the lower rate method of shipment and I appreciate it, but only until something like that happens and the whole purpose of shipping it is defeated! when I asked about the rest of the options she said it was really expensive so I asked if there was any danger of the package getting lost and she said I should be able to track it with the customs #. After all, there was the address written on the box, the address on the custom forms, and also on an extra tag we stuck on, so I thought we were covered! And I tried tracking it everyday, but only the small one became available to track, and that was after a whole week. It had finally appeared to have made it to the post office. And this is when I went back to the store the 1st time, I saw a young girl, I explained my issue and she said I should check again in a few days. Which is a totally acceptable and logical answer. Until I was never able to track it, and when on Christmas Day the small package got there and the big one was missing, I started to worry. So I started calling different [redacted] services and offices, local at first, I even went to the post office she's referring to in the email, which led to call the center for missing/ lost mail in Georgia, to file missing mail forms, complaint forms, investigation forms, and later on calling both customs services at NYC and Paris airports, to no success. I went back to the store to explain my problem and this is when I saw Jennifer for the 2nd time, I told her what happened, she tried to reassure me, and said she would take over the search for me which I really appreciated. She also said that "[redacted]" and that she had never seen someone go to these "extreme" lengths, which I didn't really appreciate given the circumstances. So I said that I would do everything I could to find it because it was THAT important for me. And so I asked if there was any way for me to know if the package ever left the store, so she said she would take a look at the security cameras and she would get back to me within 2 weeks. I waited but didn't hear from her again. So I went back, I saw her dad, who was very nice but also very unhelpful because he didn't have any answer for me. I asked about the security cameras and he said he didn't know if we would see anything but he would keep me informed. In the meantime, I had to change my phone number, so I made sure to go back and leave a note for Jennifer so she could contact me on my updated contact info after the last conversation we had about the security cameras, but I never heard from her again. She claims she collected phone numbers to give me and that I never reached out again, this is extremely frustrating for me to read, and I think it should have been her responsibility to reach out to me given the number of times I tried to see her at the store! Plus she had my contact information! What more could I do!!I went back a couple more times but to only get the same vague answer, it was very awkward and I was starting to get really fed up with the whole thing. I waited a few months, and asked advice to a friend who's a lawyer, who suggested to bring it to the small claims court, but I thought I'd wait and see because I wasn't sure if it would be the right way to proceed, I guess I shouldn't have. Now my complaint isn't so much about the initial experience I had at the store, my complaint (beside the fact that the package DISAPPEARED) is about how they handled my case. After going back to the store SO MANY times (and yes I only saw Jennifer twice, doesn't mean I didn't go more) to try to get some sort of help, (or even a reaction at times), to be told there was nothing they could do to help me was very distressing to say the least. No one did anything to help me. So I'm a customer who pays for a service, the service fails and no one cares. Is this how you want to be treated when trying to get a service done? I work in the service industry myself and I always give my customers the best customer care and service they deserve and pay for. So apparently my case was the biggest complain they had that year but yet, that's how they chose to handle it, by ignoring me? Or telling me there is nothing they could do? That I "should wait, that it will turn up, it might take months"... Like I said, I spent countless hours on the phone trying to track that package, to try to see where it could have gone, I asked the business to check their cameras, everything to no avail. Even the recipient tried to go to the post office and do some research in France! "The process in the store is a customer comes in and pays for shipping" and this is exactly what I did, but unfortunately for nothing. I came in with 2 packages at the same time, going to the same place, insisted on it being delivered because of the value of the gifts and only one got there. So please allow ME to be "baffled, shocked and confused" after all of this unbelievably stressful process to read the answer they gave me a few days ago, which is quite frankly insulting given the poor care they gave to my issue in the 1st place, and to, on top of everything chose to say "all we can chalk this up to be is bad luck" that and the fact that 2 complaints of this importance in 2 years isn't a big deal to them shows how much they seem to care about their so-called valued customers.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Customer can speculate to what we did and did not tell her. But we know what goes in at our store better than anyone. We do not offer tracking numbers for [redacted] Priority Mail, never have until recently when the postal service started to offer “E-DEL CONFIRMATION” to packages to in select countries in Europe. What we did offer was a “CUSTOMS REFERENCE NUMBER” that is trackable at times. And yes I was trying to offer the lower rate of shipment and am glad that customer understands that. But what I also want her to understand that this method of shipping is supposed to be safe! We never really had a problem with it until this package and to this day haven’t any problems to this extent with it since. Which is why we believed it to be safe to send it this way. If she asks me if it’s going to get lost or if it’s going to get there, of course I’m going to say that IT SHOULDN’T BE LOST and that IT SHOULD GET THERE. I’m not going to say “yeah you can send this package but its probably not going to get there.” The service has been pretty good to us up until that point. And yes I probably did tell that the other methods are more expensive, but if she had really wanted me price it I would have. [redacted] and [redacted] are very pricey but they also give us our BEST profit margins. We do not make a lot of money from sending [redacted] Priority Mail. However, couriers like [redacted] and [redacted] and [redacted] give us VERY competitive wholesale rates that give us better profits. So for me to convince her not to ship through these couriers does not make sense and improbable. If she had asked for quotes for those carriers I would have been happy to give them to her. If she did not ask for them, then I probably wouldn’t because they are far more expensive than [redacted] Priority Mail. If something costed 100 - 200 dollars to send through [redacted] Priority Mail, it would have been 300-500 dollars to send it [redacted]. Whether or not the customer would have shipped it through the courier or not, no one can say. She cannot be sure that she would’ve shipped it through a courier because the prices are VERY expensive. For all we know she could have still chosen to send it [redacted] Priority Mail after hearing [redacted] prices and still the same thing may have happened. All I am saying is that the outcome of this shipment was out of our control. Even if the package was scanned at customs, the package could still be lost. EVEN IF SHE SENT IT [redacted] AND COULD TRACK IT, there is a still a chance that the package could be lost. In this instance it was sort of the worst case scenario, in which the package was untraceable and undelivered and I wish there was more that we could do in this instance. Our best advice was to just wait for the shipment to get there and thats exactly what we told her. I’m sorry that I could not have been more helpful to her.