ComplaintsforShipByMail

• Initial Complaint

  23/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order was received by Ship by Mail on February 21/2024. I was able to speak with **** on April 10th but till now we do not have any info. Ship by Mail made a huge mistake resending this package already three times to costumers who declining the package. Now with all of this problem we are not sure what and why is this hapening....Nobody from Ship the Mail is answering the phone or replying to the e-mails. Package was suppose to be shipped back to ** to *********** not to the **. Costumer number with Ship by Mail is US-******

  

  Business response

  01/05/2024

  The complaint was submitted by ************* ******** *** (*****************************************************************************************************************) hereinafter referred to as "Faema"
  
  Faema's customer, based in the *** used our service to ship a package to his home in *************.
  
  The customer refused the package upon receipt which resulted in the package being returned to sender (to our company based in **************).
  
  However *** redirected the shipment back to the customer and delivered it, unbeknown to us. We are working with *** to resolve and have opened up a claim.

  Customer response

  07/06/2024

   
  Complaint: 21610550
  
  I am rejecting this response because:

  As mentioned in my email of May 12th, following is a brief outline of the issue at hand;
   
  We DO NOT ship any online orders directly to the ****  In other words, all online orders placed with us must have a ship to address within *******
  According to the attached order details. ***************** placed an online order with us on February 6, 2024 with the following ship to address: 
  ***************** (ShipByMail Services Inc)
  *******************************************
  **************, **
  V3B 0M3
  
  On February 15th, we shipped the order to the aforementioned address by Fed Ex.   The order was received by ShipByMail on February 21, 2024. (see attached Shipping & Tracking Information).
  
  Once ShipByMail received the parcel on behalf of *****************, we have fulfilled our obligation with the customer.
  
  As per the following link, ShipByMail is shipping service that specializes in forwarding online order and parcels to other countries;  ***************************************
   
  
  ***************** (our customer) retained the ******************** of ********************** to ship the parcel to his address in the **** 
  
  ShipByMail shipped the parcel to ***************** using the services of **** however upon receipt **** refused delivery due to the cost of duty.  As a result, the parcel was returned to a *** shipping depot in *** 
  
  It is our understanding that ShipByMail then instructed *** to return the parcel to sender.  Since *** has no knowledge who we are (since we used FED EX to ship the parcel to ShipByMail), *** shipped the parcel back to ***************** address in the ****
  
  According to the attached Proof of Delivery, it appears that the parcel was delivered and left at reception on April 11th, 2024.  **** claims that he returned the item to sender and denies that he received the order.  As a result, **** asked his credit card to reverse the charges and we received a chargeback on our account as a consequence.
  
  We had no involvement whatsoever in the shipping transaction between ***************** and ShipByMail. If the parcel was lost in transit or was stolen, it is the sole responsibility of ShipByMail not our company.  We would have had no issue processing a refund to ***************** if we received the product back, however due to the instructions given to *** the parcel was either lost or stolen for which we hold them fully liable. 
  
  Sincerely,
  

  *********************************
  

  

  Business response

  30/07/2024

  Hello ******,
  
   
  
  Sorry for the late reply I am out of the country at the moment. If you require something to be uploaded to the complaint system and forwarded to the consumer(?), I assume ******* with *****, then please use the following:
  
   
  
  ShipByMail was contracted by our customer in *************, *** to forward a parcel to him from our warehouse in *******
  
  Our customer paid us for this service and the the parcel was delivered to our customer.
  
  ********************** does not have any transactions nor a relationship with Faema and are not privy to their interactions or financial transactions with their customers.
  
  We did attempt to assist ***** in resolving their issue however were unable to resolve due to circumstances out of our control.
  
   
  
   
  
  *************************
  
  Operations Manager
  ShipByMail Services Inc
  ************************
  **************, **
  V3B 0M3
  ******

  Customer response

  08/08/2024

   
  Complaint: 21610550
  
  I am rejecting this response because:

  There are two separate transactions:

  Transaction 1:  FAEMA Sold Product to ***************** (See Order 8770 attached)

  Order was placed on Feb 6, 2024.  Order was shipped by FED Ex and was delivered to Ship by Mail (on behalf of *****************) on Feb. 21, 2024 

  Sender: FAEMA 

  Recipient: Ship by Mail (on behalf of *****************)

  Transaction was Fulfilled and Marked Complete.  
  

   

  Transaction 2:

  ***************** engaged the services of Ship by Mail to ship the order they received on his behalf to his address in the ****

  Ship by Mail used *** to ship order to ***************** in the ***

  Sender: Ship by Mail

  Recipeint: *****************

  Recipeint refused order upon delivery requesting that it be returned to Sender (Ship by Mail)

  *** attempted to return the parcel to Ship by Mail, but Ship by Mail requested that the order be returned to Sender.

  Since we had no involvement with the aforementioned transaction, *** returned the parcel back to ***************** in the ****

  Although *** has a signed Proof of Delivery (see attached), ***************** claims that never recieved the order.

  In addition, the signature on the Proof of Delivery is an unknown person.  
  

  As a result, ***************** initiated a dispute with his credit card company and a chargeback was applied on our account for the full amount of the order.  

  Based on the aforementioned information, Ship by Mail failed to accept the order back from ***************** that should have be returned to ***

  Instead, Ship by Mail sent the order back to the customer in the *** and was either lost or delivered to the wrong recipient.

  Had Ship by Mail accepted the return shipment from ***************** and returned the same to us, we would have credited the customer according with no issues.

  However, due to the error made by Ship by Mail, the order was not returned to us and we are faced with a chargeback for the full value of the order. 

  Given the Ship by Mail is in the business of shipping and recieving parcels, they were not deligent in handling our order and as a result should be held responsible for the full value of the goods. 

   

  Sincerely,
  
  *********************************

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