Lone Star Overnight

Hi there - Very sorry we were unable to get your initial message - I'm alarmed this has taken so long to address. Please give me just a few days to check into this situation and I'll be back with a formal response from our Customer Service team.[redacted]

We reached out to Ms. [redacted] after we saw this post and had thoroughly researched the issues at hand. A member of our Management Team ended up having a pleasant and productive 20 minute phone conversation with her on Saturday, July 16th. Unfortunately the package, though delivered, had been...

delivered to the wrong address, which sometimes happens - LSO delivers tens of thousands of packages a day, and sometimes a few, regrettably, get mis-delivered. We strive for and achieve a 99% on-time delivery rate. After we explained to Ms. [redacted] what had happened, she understood that “mistakes happen”. As for the issue with customer service, we have now installed new protocols in order to prevent something like this from happening again. Amazon has reordered her items as well. This was a learning experience for us, as we were able to rectify issues in our system. LSO strives to provide responsive, flexible and friendly service at every step of the delivery process - our customers and their experiences are very important to us. Tell us why here...

First of all, we did issue a Credit to the Customer as requested in their Disputed Amount. Here is our explanation of what happened.Here’s LSO’s “account and explanation” of what happened:A LSO Manager spoke with the customer on that Wednesday, January 4th. She explained to our Manager that packages...

were in the Drop Box from that Monday and Tuesday and they were never picked up. We had 2 different Service Providers (SP) picking up at that Drop box and also did a “GPS track” on the SP, and they were both at that location at or after 1900 – which is the Last or Final Pick-up Time for that Drop Box. A “Service Provider” or SP is a person designated to picking up or making a delivery.  We can't fathom that a SP would just drive to a drop box and not get out and look at it as it’s EXTREMELY IMPORTANT TO NOTE - they are paid by a package not the stop. If the SP drove by the Drop Box, which our GPS tracking indicated, they would surely pick up any package, if there was one in there, so they could earn payment.In our conversation with the customer, we  explained that we had spoken with each SP and tracked their locations and it appears that they were there at the Drop Box at the appropriate time. The customer explained to LSO that she normally receives packages from this location on Wednesday (that were picked up Tuesday). We informed the customer that we would pay close attention to that Drop box to ensure we are getting something from the Drop Box on Tuesday night moving forward (and we have). When speaking to the customer, they asked us where these packages were? The tracking indicated that each package was already delivered. One signed by someone and one left in a LSO lock box.  The customer informed us that they have a  LSO lock box on their porch. Bottom line, the customer has been credited for any missed delivery on LSO’s part. And now, we’ve provided a full explanation of what happened on our end with the facts available. We sincerely apologize for any inconvenience this may have caused. LSO does know, due to our GPS tracking technology, that we had a Service Provider was at the Dropbox location after the drop box “Pick Up” window time. We will continue to monitor this drop box for volume moving forward. 
[redacted]Director of Marketing