PostalAnnex+ Service Center #441

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I would like to preface this statement with the fact that if a person has been trained to be assertive and confident when handling an issue, such as myself, this should not immediately be analogous to any aggressive presumptive behavior; supervisory personnel should have received training akin to thisSecond, please roll tape as to the claim of "rudely stormed" out of the buildingAre consumers not reasonably expected to be upset for such package mishandling and lack of thoroughness in resolve? I also requested that the store review the filming of me dropping off the package to whom I was informed later is the owner; this itself was received poorly by management staffSince it was "not a sale" I asked for the sale transaction of the package tape I purchased, to seal the package, to be investigated as part of the proof of package drop-off (The book owner, ***, will charge $for the unreturned book), which Postal Annex is now calling the fact that I dropped of the package "alleged." With that said, let us begin with the facts: 1) I did NOT take two packages2) The ONE package was UPS and not USPS (so all Post Office comments and previous manager's assertions of calling PO do not apply)3) Courier (UPS) did not, ever, pick up the package (see UPS incident #***-It is quite apparent that Postal Annex is not willing to accept responsibility for its mishandling of an expensive package, and furthermore attempted to insult my intelligence with, yes, the absurd question that I cannot differentiate between postal carriers for such an important itemThis attempt was again to deflect responsibility for its negligenceThe statement by Postal Annex, "I explained to him that it was unlikely for us to forget to scan the package AND for UPS to forget to scan it as well" contradicts Postal Annex's "I asked if he had a drop-off receipt which we do offer at no charge for UPS because those shipments must be scanned into our system" and "Mr***'s shipment did not qualify for a drop-off receipt." I would like to discuss the statement about my "...costly mistake by sending a package with an incorrect label." Although this is not uncommon for people, this is a very poor excuseThe label I attached was a UPS label such as was the UPS label that I should have correctly attached (the only fault I accept)However and regardless, the UPS package would still have gone through "the system" and would have made it either to its labeled destination or back to me [not lost before it leaves the store]Let us be clear, I did ask for a receipt and was told I did not need one. Lastly, I am glad this store notified corporate because now they have both of our statementsYet, corporate advising "Our corporate office assured us we are not liable for drop-off packages and all claims must be directed towards the carriers and receivers themselves" would only apply if Postal Annex can assert the burden of proof that the package, in fact, left the store. *** ** *** *** ** *** *** *** ** *** ***
Regards,
*** ***

This email is in response to ID ***I apologize for the late reply and assure you all customer complaints are important to usThe following is our encounter with Mr***:Mr*** *** visited our store and dropped off packagesThe owner of the business, Mr***, assisted
Mr***The packages had prepaid United States Postal Service (USPS) shipping labelsWhich are not scanned by us and therefore we cannot offer a drop-off receiptThe following day we received a call at 8:30am from a customer stating that he had dropped off a package with the wrong label the day beforeOnce again Mr*** assisted the customer over the phone and explained that all packages from the previous day had already been picked up by the couriersAnd advised the customer to contact the recipient or the Post Office to resolve the issueA few hours later we received a call from the same phone number and this time the customer was inquiring about a UPS package he allegedly dropped off at our locationThis time it was I who assisted the customerMr*** stated that his package was not traceableI asked if he had a drop-off receipt which we do offer at no charge for UPS because those shipments must be scanned into our systemHe did not have a receipt but he did give me his tracking numberI took his information and told him I’d look into it and return his call. An hour later Mr*** came in and I explained to him that I looked up the tracking number in our system with no luckI then tracked it online and saw that UPS had not scanned it eitherI asked if he was sure that his label was UPS and not USPSHe found that question insulting and raised his voice and told me he worked in law enforcement and that the book was $and if we did not rectify the issue he was going to sueI explained to him that it was unlikely for us to forget to scan the package AND for UPS to forget to scan it as well. I then advised him to attempt to file a claim with UPSI apologized for his inconvenience and attempted to assist/advice him on how to handle the issue but he rudely stormed out of the store and we did not hear from him again until he filled the complaint. This transaction was not a sale (we do not charge for drop-off packages)We are an authorized shipper for USPS, UPS, FedEx and DHLWe also offer drop-off receipts at no charge for qualifying shipmentsMr***'s shipment did not qualify for a drop-off receiptOnce packages are picked up by the carriers, we are not liable for loss or damagesUnfortunately for Mr***, he made a costly mistake by sending a package with an incorrect label.We have already contacted our corporate office in regards to this matter as Mr*** has also posted a negative review on YELPOur corporate office assured us we are not liable for drop-off packages and all claims must be directed towards the carriers and receivers themselves.I've attached the photos of the called ID showing the customer who called to tell us he sent a package with an incorrect label is the same customer that is now filing complaintsI understand these picture are not sufficient evidence but we hope it will support our story.Thank you for your time and we hope this issue will be resolved.Regards,*** ***PostalAnnex+ Your Home OfficeCustomer Service DepartmentEPalomar St., Ste C Chula Vista, CA 91911Email: [email protected]#: (619) 397-

We had never had this issue. We offer free drop-offs for our neighborhood customers as convenience. We receive on average 500-800 drop offs every day, and never had an issue for the last 10 plus years. We take care of every package the same way and the carriers pick up the packages the same day. We don’t leave behind any packages, unless the carrier specify as an issue which is very seldom. We aren’t liable for these packages once they are picked up. Also we aren’t liable for any mishandling by carrier, incorrect packaging, mislabeling, incorrect postage or addresses, unplaced order forms not sufficient taping, etc. We understand the frustration of the customer but please respect our apologies when we cannot do anything regarding the issue because we cannot pay or refund for an issue that we weren’t and cannot see ourselves as negligent. We have investigated for 2 weeks after the customer started the issue, and found no negligence or problem from our part which is accepting the packages from customers and placing it in were the driver pick up, when we look at the package & check if all is good to go (taped, labeled) so we regret we can not further help our customer, but if he did place a case with UPS, then they should help him, since the package is between the customer & carrier directly for insurance, if we shipped this package, as in customer came in paid for postage , and we shipped it with our account, and this issue arrised then we would deal with it differently since it is our liability and between us & carrier. However this is not the case. We would like the Revdex.com to close this case, cause we had put a lot of our time and I think the customer needs a decision; We hadn’t replied to the negative Yelp review, although our corporate office sent us a message that we need to even though we aren’t liable for this missing package. We will certainly do that once this case with the Revdex.com closes. We regret & apologize again for all of this, and are glad that we helped as much as we can   Sincerely, [redacted]