NonstopDelivery, Inc.

Reponse to Complaint [redacted]Inboxx Dominique A[redacted] Dear [redacted]: [redacted]’s Desired Settlement, Delivery of Order, was r...12/11/14Angela Obitz12/29/14 (8 days ago)to me [redacted]On Thu, Dec 11, 2014 at 10:17 AM, Dominique A[redacted] <[redacted]@nonstopdelivery.com> wrote:
Dear [redacted]:
 [redacted]’s Desired Settlement, Delivery of Order, was realized when NonstopDelivery completed the delivery on Wed., Dec. 10 at 11:28 a.m. NonstopDelivery considers this issue to be satisfactorily resolved.As background, NonstopDelivery worked closely with [redacted] throughout this process to keep him apprised of where his item was and to make sure his item was delivered to his satisfaction. NonstopDelivery originally flagged this item for delivery on Fri. 12/5 and reached out to the customer to confirm the date and to set up a time frame for delivery. It appears we were not able to connect with the customer directly to confirm timing, and therefore the delivery was held pending confirmation of delivery timing. [redacted] contacted NonstopDelivery on 12/6 and we elevated his inquiry to a manager, who connected with the customer on Mon. 12/8 and offered delivery on Tues. 12/9. Due to a scheduling conflict, we scheduled and completed the delivery on 12/10 per the customer’s request. Please let me know if you have any questions or if I may provide additional background into this customer’s delivery. Thank you! Dominique A[redacted]Manager, Client ServicesNonstopDelivery, Inc.ph: ###-###-####fx:  ###-###-#### [redacted]@nonstopdelivery.comwww.nonstopdelivery.com

The refund check for the delivery is being processed.  The customer should receive the check in the next week.  I apologize for the delay.PatNSD

[redacted],I apologize for the confusion with your order.  Your order is on it's way to the final terminal and it is estimated to arrive there on Tuesday (3/29).  Our local terminal can deliver it out to you on Wednesday.  They will contact you once they have it scheduled.Again, I apologize for the confusion.Please let me know if I can assist you further. Pat L[redacted]Vice President, Customer ServiceNSD

[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.  Although I had to contact purchasing power myself for a replacement. 
Regards,
[redacted]

[redacted]
Dominique A[redacted] <[redacted]@nonstopdelivery.com>5:16 PM (18 hours ago)to me, [redacted] Dear [redacted],NonstopDelivery does our best to provide our clients’ customers with reasonable estimates as to when their items will be delivered. As we work with our partners to move the goods from the shipping origins to the customers, we update these estimates with more accurate dates — unfortunately, sometimes extra time is needed, as it was in this instance. For [redacted]’s bathtub, our subcontracted carrier, [redacted], required additional time to get the delivery from the shipper in [redacted], CA to our local, [redacted]-based delivery partner, [redacted], Inc. Once NonstopDelivery was able to confirm the bathtub arrived [redacted], Inc., NonstopDelivery representatives made every effort to expedite the delivery through frequent calls and requests to the local dispatch team at [redacted], Inc. The order was scheduled and updated with a confirmed delivery date on September 26, 2014. The order was ultimately delivered to and signed for by [redacted] on September 27, 2014 at 2:50 p.m.Please let me know if you have any questions or if I may provide additional information.Thanks,
Dominique A[redacted]Manager, Client ServicesNonstopDelivery, Inc.ph: ###-###-####fx:  ###-###-#### [redacted]@nonstopdelivery.comwww.nonstopdelivery.com

[redacted] will contact the customer to discuss the missing items.  They will be shipping the missing items directly to the customer.
 
Pat L[redacted]
Vice President, Customer Service
NSD

I understand the customers frustration with their order.  The vendor shipped out the order later than expected.  We are moving the order as quickly as we can.  The eta to our terminal is today (11-4-16).  Once our terminal recieves and inspects the order they will schedule the...

order to be delivered.We will stay on top of the order until completion.Pat NSD

We are reaching out to [redacted] to confirm how much they have paid Ms. [redacted].  Any refund will come directly from [redacted] and not from NSD.  We have told the customer this in the past.
Once we get the amount the account has paid the customer we will update Revdex.com.  We will also update...

Revdex.com if [redacted] still owes the customer money.

We are sorry that our scheduling requirements did not meet the customer's expectations.  Unfortunately, each time we had tried to schedule delivery, we were unable to confirm the delivery window with the customer prior to the route being loaded for delivery.  We were finally able to get...

this scheduled with the customer on 12/11 for delivery on 12/12.  If anything else is needed, please feel free to contact us again.
Thank you,
Dominique A[redacted]
Sr. Manager, Client Services

Unfortunately, while we understand that the customer is dissatisfied that their product was damaged in transit, NSD is unable to take any further steps to resolve this.  We have notified the customer's place of purchase who would now be responsible for any reshipping or refunds.  Please let us know if we can be of any further assistance.
Thank you,
Dominique A[redacted]

With regards to the service level upgrade, there are different requirements that our delivery partners can meet in this area.  The service level that one of our terminals is to provide for the retailer that this customer used to purchase their product is basic service which is a delivery to the closest dry place by the customer's home.  No stairs are included.  The other facility that this was transferred to is able to accommodate this with two men arriving in our delivery vehicle to complete the service.  While we understand that our contractual and service arrangements with a retailer are something communicated with the customer on a regular basis, we do have to take certain steps within our business processes when the needs of the customer differ from what we have set up with our client.  Unfortunately, in this circumstance, it did cause some delays while we made the necessary adjustments.We have spoken with our Customer Service team on this order, and they admitted fault in not contacting the customer.  Even though they did not have an update while we were working on reconsigning the freight, they absolutely should have called back as promised.  We apologize for that inconvenience and are taking steps to ensure we have transparency with our customers when there will be delays such as what occurred with Mr. Riter's order.Thank you,

I am following up with my claims team to find out what the disposition is with this order. I will follow up with additional info. PatNSD

Unfortunately,  we lost this order in transit.  We will communicate with the customer.  We aplogize for the inconveinance this caused the customer.

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Pat
NSD

This order was delivered on 1/27.  We have been in touch with this customer and have resolved her issue.  If we can be of further assistance, please let us know.
Thank you,

We apoligize for the issues that the customer is experiencing.  We are folloing up with the terminal to determine what the issue is.  The order is scheduled to deliver today 2/8/17. PatNSD

This order is being refunded by the retailer.  They are processing this on their end.  It may take a few days for them to go through their necessary procedures.  Please see below for the email we received from the place of purchase.  We consider this issue closed on NSD's end.
 Subject


Tracking [redacted]


 


 Discussion Thread


 Response Via Email 


07/16/2015 08:37 AM


Dear NSD,
Upon review of the customer's order, I am showing that a full return has been
processed on our end for the customer. At this time, we are simply waiting
for the return in [redacted].
Thank you.

[redacted],Upon further review, NSD has accepted the repair estimate of $625.00 as an act of good faith.  We have sent the customer acceptance of the property damage claim.  I have attached our email correspondence with the customer for reference.  Please let me know if you need any additional information.Thank you,Dominique A[redacted]

We apologize for any perceived delays in scheduling this order.  We use two separate companies in order to transport freight from an origin to the final customer.  The first part of this is via an LTL carrier that uses large trailer equipment to make the longer transit between the origin...

and the local NSD partner that is assigned to make the final delivery to the customer in a smaller box truck or van.  Sometimes, with that transit and the LTL hub locations, it does come closer to the final destination than the actual last mile, NSD terminal location, but unfortunately, that type of carrier is not equipped to make residential deliveries.  In addition to this, while we try to place NSD terminals strategically to accommodate delivery volume to certain areas, this particular customer location is 229 miles away from our location in Billings, MT, so it did take longer to build a route to the area.  This has been scheduled with the customer for delivery on 7/23 between 10AM and 2PM.  Please let me know if any further information is needed.
Thank you,

We spoke to the customer this morning.  He is not available to take delivery on Friday.  We have schedukled the delivery for early next week. PatNSD

The order is closed.  No further action will be taken.