LaserShip, Inc

September 9, You recently brought to our attention a complaint regarding your delayed/damaged package on August & You also explained the difficulties you experienced with the tracking information you received both online and verbally when contacting our customer service
centerAny attempt to mislead customers with tracking information is not our intent nor reflects the standards we set for our delivery fleet.I want to begin by expressing that Lasership fully acknowledges and apologizes for what transpired with your ordersWe understand the level of stress and frustration these incidents created for you and hope that after speaking with Jordan, he was able to assist you in a manner that is suitable to youAs you are aware, the package was damaged with no reasonable expectation of recoveryOur agreement with the online retailer requires that such claims be handled directly through themThey typically issue a refund or replacement before contacting Lasership with a corresponding monetary demandThat being said, we fully understand that your experience was less than adequate and would like to offer a $***.com gift card as further recognition of your unsatisfactory experienceDidier MManger of Delivery Resources

You recently brought to our attention a complaint regarding a missing
delivery to your residence on February 5thYou also explained the dissatisfaction you experienced with the protocol not followed by delivery personnel and ultimately the inaccurate tracking information you receivedI want to begin by expressing that LaserShip fully acknowledges and apologizes for the incidentWe understand the level of stress and frustration this event created for you and assure you any distortion of facts is never our intentUnfortunately, the package was lost with no reasonable expectation of recoveryOur agreement with the online retailer requires that such claims be handled directly through themThey typically issue a refund before contacting Lasership with a corresponding monetary demandWe understand your experience was less than adequate and are issuing an *** Gift Card in the amount of $Again, we apologize for your unsatisfactory experienceSincerely,
Didier M***
Manager of Delivery Resources

Ms***,
You recently brought to our attention a complaint regarding a missing delivery to your residence on January 30thYou also explained the dissatisfaction and difficulty you experienced when contacting, interacting and lack of response from and with our customer service teamI want to begin by expressing that LaserShip fully acknowledges and apologizes for what transpiredWe understand the level of stress and frustration these events created for you and assure you any distortion of facts regarding the tracking information is never our intentUnfortunately, the package was lost with no reasonable expectation of recoveryOur agreement with the online retailer requires that such claims be handled directly with themThey typically issue a refund to their customers before contacting Lasership with a corresponding monetary demand-
Again, we apologize for your unsatisfactory experienceDidier M***
Manager of Delivery Resources

background-">You recently brought to our attention a complaint regarding a missing delivery to your residence on March 16thI want to begin by expressing that LaserShip fully acknowledges and apologizes for the incidentWe understand the level of stress and frustration these events created for you and assure you any distortion of facts is never our intentUnfortunately, the package was lost with no reasonable expectation of recoveryOur agreement with the online retailer requires that such claims be handled directly through themThey typically issue a refund or replacement before contacting Lasership with a corresponding monetary demandOur Central Customer Service Manager communicated instruction on March 18thAgain, we understand the Service you received was less than adequate and apologize for your unsatisfactory experienceSincerely,
Didier M***
Manager of Delivery Resources

Thank you for reaching out to us regarding this customer's concern and recent delivery experience. The customer is accurate that the delivery experience they received from us was not what we expect for any customer. It does appear that the package was delayed and we provided delivery
information that proved inaccurate. I do see where the package was returned to sender as requested and it appears that the customer was assisted by their seller. I have also issued a gift card for the customer, sent to their email address, for Amazon as an apology for this recent delivery experience
Thank you,
LaserShip

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Your response shows that you too have failed to actually read what I saidTake another look at my complaint and then your responsePackage is singularPackages is pluralThis type of hit-and-run responses is why I brought this to the Revdex.comBoth you and you subordinate fail to take the time out and readDid you actually investigate? Because it's alarming that your e-mail is in singular form when there is more than one missing item Again, re-read what I said because you clearly did not read it or investigate It's pretty repulsive that I asked your rep via email to look into the matter and emailed several times thereafter and received no responseSo no, I don't accept your response because you clearly failed at doing the most important thing when it comes to customer service - understanding the customer's complaint and taking actionHow about you go and look at my corrspondences with your subordinate for starters.
Regards,
*** ***

Setptember 18, 2015You recently brought to our attention a complaint regarding the mis-delivery of your package scheduled to be delivered on 9/3/I want to begin by expressing that Lasership fully acknowledges what transpired and apologizes for this incidentWe understand the level
of stress and frustration this incident has created for you.As you are aware, the package was lost with no reasonable expectation of recoveryOur agreement with the online retailer requires that such claims be handled directly through themThey typically issue a refund or replace the item before contacting Lasership with a corresponding monetary demandThat being said, we fully understand your experience was less than adequate and would like to offer a $***.com gift certificate as further recognition of your unsatisfactory experienceSincerely,
Didier MManager of Delivery Resources

A pig has been in their facility since 12/As of today, 12/22, it has not been deliveredThey claim they attempted a delivery on 12/15, however, I was home and doing yard work in the front - absolutely no ONE came byI have tried calling, out of calls at best, gets into queue, and then wait times is over an hour where I am told less information than the incorrect information on the websiteAnd I was hung up on 3x when askedo for a supervisorEvery email.goes unresponsive toI am less than 20mins away from the facility - how can it take TWO WEEKS to deliver from there?

"When you contact us we'll act quickly, and if something is wrong we’ll make things right"
Absolutely FALSEI placed an amazon order for next day delivery on 2/5/and have yet to receive it (2/16/16)
I am appalled at the response that I've received from their companyI have filed a complaint because my package was never deliveredWhen I started the investigation process with "Stacy" he explained that the issue would be resolved within hoursSomeone would call me and then call the seller if nothing was foundThe driver would be sent back to locate the package as wellWELLNo one came outNo follow up was madeNo call was received so after hours I followed up for the SECOND TIMEStill nothingIt’s now SIX days later and STILL nothing! No notes in the accountNOTHINGNo one seems to know anything "Perleta" informed me that she would NOT be contacting the seller that I would have to do it on my ownWhich is the total opposite of what I was told SHOULD be happening! THEY LOST MY PACKAGE OR DELIVERED IT TO THE WRONG ADDRESSThe CSR team lacks training, as each time I called, I was given different informationI expected more from a company that's built on:
-Communicate---Our responsive staff keeps you informed every step of the way.---
-Care---We care about getting your shipment to you on time, at a great price, by people who enjoy their work.----
-Provide Great Customer ServiceAnd when you contact us we'll act quickly, and if something is wrong we’ll make things right."

We definitely appreciate the customer reaching out to us regarding this issue so that we could work to resolve. I have communicated with Jena and have set a few things in place to provide a better service going forward. We have internally investigated and issued a training ticket for
the lack of customer service response to the customer during the investigation. We have added notes to the customer's address that we must receive a signature for delivery, deliver to the leasing office or call the customer at the phone number provided for successful delivery. We have also issued a $gift card as appreciation for the communication regarding this issue. The customer did follow up with me to let me know that she is beginning to see some improvement in the service after our new notes. The customer does have my contact information and I look forward hear from them if there are any further concerns
Thank you!
Carrie
LaserShip Customer Service Manager

Packages never arrive when it's shipped via LasershipLast time my neighbor across the street was nice enough to bring it over after it was misdeliveredThis time no one has dropped off anything and calling them gets you nowhereThis company needs to be closed

You recently brought to our attention a complaint
regarding complications with the handling of deliveries to your home on May 6thAllow me to begin by expressing that LaserShip fully acknowledges and apologizes for the events that transpired and understand the level of stress and frustration this incident has created for youThe operations team responsible for the fleet in your delivery area has been advised of your complaint and summation of what occurredIn turn, the route driver has been recalled and a different driver assigned to the routeWe fully understand that your experience was less than adequate and would like to offer a $*** gift card as further recognition of your unsatisfactory experienceSincerely,
Didier M***
Manager of Delivery Resources

You recently brought to our attention a complaint regarding damaged packages on two separate occasionsYou also explained your displeasure with the explanation you were given by customer service as to the status of your packagesIt was unfortunate that you initiated contact before the situation
surrounding your packages were escalated to our claims department.Allow me to begin by expressing that LaserShip fully acknowledges and apologizes for these eventsWe understand the level of stress and frustration these incidents created for youUnfortunately, packages are sometimes unintentionally damaged during the shipping process for various reasonsWe assure you that your packages were not stolen nor were they intentionally damagedAs you are aware, the packages were damaged with no reasonable expectation of repairOur agreement with the online retailer requires that such claims be handled directly through them, They typically issue a refund before contacting Lasership with a corresponding monetary demandWe fully understand that your experience was less than adequate and would like to offer a $***’s gift card as further recognition of your unsatisfactory experienceSincerely,
Didier M*** Manager of Delivery Resources

You recently brought to our attention a complaint regarding missing packages on more than one occasion; the most recent occurring on 6/23/You also explained discrepancies relating to incorrect tracking/delivery information you receiveAllow me to begin by expressing that LaserShip
fully acknowledges and apologizes for these events, We understand the level of stress and frustration this incident and/or incidents in the past have created for youYour concerns regarding the validity of tracking information is being addressed and investigatedWe assure you any attempt to falsify delivery information is not our intent.As you are aware, the package was lost with no reasonable expectation of recoveryOur agreement with the online retailer require that such claims be handled directly through themThey typically issue a refund before contacting Lasership with a corresponding monetary demandWe fully understand that your experience was less than adequate and would like to offer a $*** gift card as further recognition of you unsatisfactory experienceSincerely,
Didier M*** Manager of Delivery Resources

I've had two packages "delivered" where Lasership has lied and said they were deliveredIf it wasn't for Amazon using Lasership for local and last mile delivery I would NEVER do business with this company

Ms***,
You recently brought to our attention a complaint regarding a missing delivery to your residence on November 26th and the dissatisfaction with the accuracy of the tracking information regarding your packageI want to begin by expressing that LaserShip fully acknowledges and apologizes for the incidentWe understand the level of stress and frustration these events created for youThe GPS scan of your package is accurate to your addressOur agreement with the online retailer requires that such claims be handled directly through themThey typically issue a refund before contacting Lasership with a corresponding monetary demandWe understand your experience was less than adequate and again apologize for your unsatisfactory experienceSincerely,
Didier M***
Manager of Delivery Resources

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:They are providing a answer In fact someone from the town in which I work found the package on their front lawn - nowhere near my address and brought the package to me They did not lose the package - they delivered it to a wrong address as is their pattern from all of the complaints which can be found here and on the internet
Regards,
*** ***

Absolutely the worst shipping company out thereIf you see a company using this service you should just cancel your order as soon as possibleI live in an apartment building where to gain access you must click on the unit you want to visit and it will call the unit owner who will then "buzz" you inNo, not this companyThey prefer to leave your package outside the building where anyone can come along and steal itWhen you track the package it read "left in lobby" which was clearly a lieEven if the delivery guy was too lazy to walk up one flight of stair or take the elevator they could have left the package in the mail room, the sales office, or the maintenance office, with an individual who works for the buildingThe first time this happened they offered no help and told me to contact the merchant who eventually resent my packageI begged them not to use laserst but that clearly fell on deaf earsI even called customer service today to beg them to please ring my unit so I could come down and get the packageBut of course that didn't happenAfter waiting on hold for minutes so that Ronshina could put a note in the file I knew that nothing would change thisSo again I checked downstairs in the lobby every hour today and low and behold there was my package sitting on the ground outside the buildingUnbelievable

I heard a knock at my doorAs I was approaching, I heard a BANG and someone running down the stairsHow did they even know I was home? In the past, when the delivery person refused to identify himself properly, he screamed out, DO YOU WANT YOUR PACKAGE OR NOT? and proceeded to walk down the stairs

You recently brought to our
attention a complaint regarding a missing delivery to your residence on November 26th and the dissatisfaction with the accuracy of the tracking information regarding your packageI want to begin by expressing that LaserShip fully acknowledges and apologizes for the incidentWe understand the level of stress and frustration these events created for you and assure you any distortion of facts is never our intentUnfortunately, the package was lost with no reasonable expectation of recoveryOur agreement with the online retailer requires that such claims be handled directly through themThey typically issue a refund before contacting Lasership with a corresponding monetary demandWe understand your experience was less than adequate and again apologize for you unsatisfactory experienceSincerely,
Didier M***
Manager of Delivery Resources