Navis Pack & Ship Center

Items were picked up to be shipped to my home andone item, an antique chair, was not delivered to my home. They claim they didnt pick it up. The pickup date was July 15, 2015Arrival date to my home in Tx July 28, 2015The chair is an antique chair made of wood with upholustured back, seat and arms - green velet.Desired SettlementFrom our house to warehouse the chair "disappeared". They stated that there was no other "job" being packed up at the warehouse so no items would have been mixed up. The type of chair is unususal and it was an antique so it would have stood out. Shipment arrived in Houston with all pallets intact and this chair was not in the shipment. There is no resolution unless the chair could be found and delivered to us. Business Response We are truly sorry that Ms. [redacted] is not happy with any aspect of the services she received.We have reviewed all of our records and interviewed the employees involved with this job. An accurate inventory was taken at the time of pick up and signed for by Ms. [redacted]. On the customer survey Ms. [redacted] indicated that "Yes" the crew was polite, courteous, and cooperative, "yes" the crew handled her items professionally and with care and "yes" our service was performed to her satisfaction. Under additional comments she added "Great!"Once the items were returned to our warehouse both members of the pickup crew were involved in the packing of this job and feel confident that all items picked up were packed and included in this job's shipment. Additionally we have reviewed our pickup and warehouse records for the time this job was executed. This job was picked up on 7/15/15. There were no similar jobs or any jobs with chairs picked up between 7/13/15 and 7/22/15 when this job left our warehouse. We see no opportunity for any of the items from this job to have been accidentally packed with another job. We have also searched the warehouse and verified no items were left behind.We also feel that we should point out that we did not transport the items to the final destination or contract with anyone to do this. Ms. [redacted] actually contracted another company to handle her shipment and that company hired us as a third party to pick up and pack the items. While we treat all customer items with the greatest care while they are in our possession we do not have any control over what happens to the items once they are picked up from our warehouse in this type of situation. While we do not know what actually happened in this situation, it is not unheard of for carriers to unwrap pallets, transport them part way broken down, and re-wrap them before delivery (with or without all of the original pieces) which might explain why the packages looked intact to Ms. [redacted] upon arrival.Our records indicate that we did exactly what we were contracted to do and we are sorry that we cannot be of more assistance to Ms. [redacted] in this matter. Consumer Response The company wrote: We are truly sorry that Ms. [redacted] is not happy with any aspect of the services she received.We have reviewed all of our records and interviewed the employees involved with this job. An accurate inventory was taken at the time of pick up and signed for by Ms. [redacted]. On the customer survey Ms. [redacted] indicated that "Yes" the crew was polite, courteous, and cooperative, "yes" the crew handled her items professionally and with care and "yes" our service was performed to her satisfaction. Under additional comments she added "Great!" These statements that I wrote did indicate that I was pleased with the work done taking my items from the house. The only aspect of the process that I have a complaint is that an item that was taken out of the house and onto their truck did not get delievered to my home. The company wrote:Once the items were returned to our warehouse both members of the pickup crew were involved in the packing of this job and feel confident that all items picked up were packed and included in this job's shipment. Additionally we have reviewed our pickup and warehouse records for the time this job was executed. This job was picked up on 7/15/15. There were no similar jobs or any jobs with chairs picked up between 7/13/15 and 7/22/15 when this job left our warehouse. We see no opportunity for any of the items from this job to have been accidentally packed with another job. We have also searched the warehouse and verified no items were left behind.This is bothersome - if my items were all that was in the warehouse then the antique (an unusual looking) chair should not have been overlooked. I should have been packed with all the other things taken from the house.As for the paragraph:We also feel that we should point out that we did not transport the items to the final destination or contract with anyone to do this. Ms. [redacted] actually contracted another company to handle her shipment and that company hired us as a third party to pick up and pack the items. While we treat all customer items with the greatest care while they are in our possession we do not have any control over what happens to the items once they are picked up from our warehouse in this type of situation. While we do not know what actually happened in this situation, it is not unheard of for carriers to unwrap pallets, transport them part way broken down, and re-wrap them before delivery (with or without all of the original pieces) which might explain why the packages looked intact to Ms. [redacted] upon arrival.As for Navis passing the blame onto another company is something I feel I can not comment on. My parents died in a short time from one another and my brother, sister and I were making decisions that we hadn't expereinced before so the[redacted] company that I guess is the "middle man" that contracts other shippng companies used one that dropped the ball. [redacted] questioned me as to how the delivery arrived and I gave them the information. I can not speculate that the other company broke down the shipment and repacked as stated by Navis.When I called Navis and a comment was made that they did not take the chair and was left in the house according to the movers. I can tell you with 100% certainty that the chair was not in the house when I left Durham. We left 2 beds and a desk in the house and the chair in question is not there. Final Business Response Thank you for your response. Our review of the situation indicates that all of the items picked up for your job have been packed and picked up from our warehouse by the carrier chosen by your primary service provider. Please let us know if there are any other questions we can answer for you.