ComplaintsforPitney Bowes Inc.

Mailing Equipment

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Initial Complaint
12/28/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Second negative experience with Pitney Bowes when ordered at ******. This recent order had an arrival date of Nov. 24. The website showed last movement was Dec. 10 at ********* **. Today is December 27 with no new updates. Unbelievable poor service and lack of customer service. The tracking is ***********************************
Business response
01/04/2022
******** ** **** ****** ******** ****** ** *********** ****** ********** * ************ ******* ********** ********** ** ****** *** ********* ** ***** ****** **** **** ******* *** ********** ** ********** ******* ****** ***** ******** ******* ******************** *** *** * ******** **** *******

I am in receipt of consumer complaint # ********.

Due to only seeing the latest December 10th update as well, I did reach out to the newgistics team for further assistance.
They have replied stating that they have escalated this due to the extended delay in update within their system as well.
Parcel **********************************, was last scanned on 12/10 in ********* ** with no updates since. Newgistics team escalated this to the *** facility requesting additional information on this item and they will advise further once they hear back.


Respectfully Yours,
Cinthia, Client Advocate

Business response
01/04/2022
******** ** **** ****** ******** ****** ** *********** ****** ********** * ************ ******* ********** ********** ** ****** *** ********* ** ***** ****** **** **** ******* *** ********** ** ********** ******* ****** ***** ******** ******* ******************** *** *** * ******** **** *******

I am in receipt of consumer complaint # ********.

Due to only seeing the latest December 10th update as well, I did reach out to the newgistics team for further assistance.
They have replied stating that they have escalated this due to the extended delay in update within their system as well.
Parcel **********************************, was last scanned on 12/10 in ********* ** with no updates since. Newgistics team escalated this to the *** facility requesting additional information on this item and they will advise further once they hear back.


Respectfully Yours,
Cinthia, Client Advocate

Customer response
01/06/2022
Hi,

It's been several days and there are no updates and item is still stuck in ********* ** since December 10th, 2021. Please further escalate the matter.

******
Customer response
01/06/2022
Hi,

It's been several days and there are no updates and item is still stuck in ********* ** since December 10th, 2021. Please further escalate the matter.

******
Business response
01/14/2022
******* *** **** ****** ******** ****** ** *********** ****** ********** * ************ ******* ********** ********** ** ****** *** ********* ** ***** ****** **** **** ******* *** ********** ** ********** ******* ****** ***** ******** ******* ******************** *** *** * ******** **** *******

In response to rebuttal for Complaint ID # ********.

I did reach out to our newgistics team and received the below response.

"Our *** facility is unable to provide any additional details pertaining to parcel **********************************. As it has been nearly one month since the last tracking event, this parcel is not expected to progress further toward the final destination. Please have the customer contact their retailer for further assistance & resolution."

With that, Pitney Bowes cannot further assist with this parcel, I would encourage the customer to reach out to the seller for a replacement of their item.

PB Considers this resolved.
Thank you.

Respectfully Yours,
Cinthia, Client Advocate

Business response
01/14/2022
******* *** **** ****** ******** ****** ** *********** ****** ********** * ************ ******* ********** ********** ** ****** *** ********* ** ***** ****** **** **** ******* *** ********** ** ********** ******* ****** ***** ******** ******* ******************** *** *** * ******** **** *******

In response to rebuttal for Complaint ID # ********.

I did reach out to our newgistics team and received the below response.

"Our *** facility is unable to provide any additional details pertaining to parcel **********************************. As it has been nearly one month since the last tracking event, this parcel is not expected to progress further toward the final destination. Please have the customer contact their retailer for further assistance & resolution."

With that, Pitney Bowes cannot further assist with this parcel, I would encourage the customer to reach out to the seller for a replacement of their item.

PB Considers this resolved.
Thank you.

Respectfully Yours,
Cinthia, Client Advocate

Customer response
01/14/2022

Complaint: ********

I am rejecting this response because:
Unacceptable service time and time again. Sincerely,

****** ****
Customer response
01/14/2022

Complaint: ********

I am rejecting this response because:
Unacceptable service time and time again. Sincerely,

****** ****
Initial Complaint
12/28/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Please reference account number ********; we have been trying to update our bank account information with absolutely no luck. Pitney Bowes keeps charging us fees when the payment is rejected even though they are trying to use the wrong bank account to deduct the payment. This is absolutely absurd...I want a refund of $100 for what they have erroneously charged us and I would like them to update our bank account details so that this does not happen again.
Business response
12/30/2021
******** *** **** ****** ******** ****** ** *********** ****** ********** * ************ ******* ********** ********** ** ****** *** ********* ** ***** ***** ********** *** **** *** ********** ** ***** ******* ****** ***** ******** ******* ****************************** *** *** ** * ********

Dear Alicia,

I am in receipt of consumer complaint ID # ********

Upon reviewing cases related to that account #********, I am not seeing where the client ever called to request an update of their Postage by Phone/Reserve account funding method.
Case ******** from 11/05/2021 was for disputing the fee of $50.00, client stated we billed the wrong account but no new information is provided on the case and this case was coded specifically for fees only, not bank account update.
Another case ******** fro 11/09/2021 is another fee dispute case. The client was explained why the fees are valid and also provided the links so that the client could self serve /update any payment methods if needed, but there was never a mention of the account being incorrect, just a dispute of the fees.

If information needs to be updated, they need to call the number for the Postage By Phone department directly in order for anyone to update their banking information. We can only update their information if it is requested and if the correct details are provided by phone to one of the agents.
If changes were made online by the client themselves, then this would make the fees valid since it is personal information they submitted for their payments themselves.
Please have the client verify if they ever called us aside from those two mentioned cases, to have their payment method updated. If there is a case # she can provide where we can confirm she called us to request this, then we could definitely consider fee waivers. I am not seeing cases where this was requested, again I only see the two cases which I noted and where she was expained why the fees were valid and also provided the correct hyperlinks for updating her details.

Please also advise that if they have not initiated a call and had a case created for updating their bank, this would be the correct step to take in order to resolve this issue. At this time, she can also work with the agent she speaks with to waive some of the fees.

Thank you.

Respectfully Yours,
Cinthia, Client Advocate
Initial Complaint
12/22/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
November 29 2021, Pitney Bowes picked up a return form the ***** ** post office. The package has been in transit ever sense no updates and not returned to the intended vendor. This has caused me to be billed for the item in the package and to lose 500 dollars of credit. basically costing me 1060 dollars. I do not appreciate this and I want to know where my item is period. I want my item back or turned into the vendor and I consider it stolen at this point.
Business response
12/28/2021
******** *** **** ****** ******** ****** ** *********** ****** ********** * ************ ******* ********** ********** ** ****** *** ********* ** ***** ****** ****** *** **** ******** ****** ********** ** ***** ******* ****** ***** ******** ******* ********************** *** *** ** * ******** **** *******

I am in receipt of consumer complaint ID # ********

Without the tracking number or details being provided, there is no way or me to further assist or look into this.
Please advise the customer to provide the tracking # and we could see if the newgisitics team can look further into the status of the package.

Thank you!

Respectfully Yours,
Cinthia, Client Advocate
Initial Complaint
12/22/2021
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We have been using Pitney Bowes since purchasing our company in 2019. In 2020 our contract was renewed and a new machine was included. The new machine stopped working over a month ago (November 2021) and I have contacted Pitney Bowes. They sent a new machine. We hooked up the new machine and this one is not working. We have been on the phone with technical support for literally hours over the past couple day. They are saying the same thing over and over again with the troubleshooting but not giving any other solution. We have asked for a credit since we haven't been to use the product for over a month. We were told that we can not have a credit because we are under contract. That makes no sense. As a service based company that also deals with contracts, if I didn't provide a service I was contracted to provide for a month the client would not want to pay and I would have to credit them a month of service. They are making no sense in their reasoning. I have tried to cancel my contract that is done in 2024 and it is the same price to cancel the contract now as it would be to keep it for the next 2 years. They are the worst company I have ever dealt with in terms of customer service and technical support.
Business response
12/28/2021
******** *** **** ****** ******** ****** ** *********** ****** ********** * ************ ******* ********** ********** ** ****** *** ********* ** ***** ***** ******** *** ****** ***** ****** **** ******* ** ***** ******* ****** ***** ******** ******* **************************** *** *** ** ********* **** *******

I am in receipt of consumer complaint ID #********

After reviewing the cases that are open for this account, I have concluded that the correct process' are being followed.
Because the client is under a binding contract, the only way to close the account would be to complete the settlement process, per the terms and conditions. Case ******** is open and still active, last solution option was provided on 12/21 and this was to process a skip bill, where the agent did note they explained the process via voicemail since the client was unreachable.
We cannot issue credits for down time on the postage meters as they are under contract, so what was previously explained is correct.

Additionally there is a technical support case ********, which is also open and active. I have reached out via the case to the tech support agent and urged them to reach out to the client and have an appointment set where a technician can physically come and assist with their meter issues.

Respectfully Yours,
Cinthia, Client Advocate

Customer response
12/28/2021

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as far as skipping one bill.

Sincerely,

***** ********
Initial Complaint
12/21/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a package that was supposed to arrive by Dec 4. My package has been stuck at the Pitney Bowes *** ********** ** facility for the past 3 weeks. The company that shipped it can't get in contact with them. There is no way to speak to anyone about a missing package there. You can only track the package which shows the same thing as **** that it is at their facility. Upon ******** this company MANY people have never gotten their packages once they go there. My tracking number is ************************** I still don't have my package and there is NO movement or updates. This company needs to be investigated. Too many people seen to have this problem with them. I just want my package.
Business response
12/31/2021
******** *** **** ****** ******** ****** ** *********** ****** ********** * ************ ******* ********** ********** ** ****** *** ********* ** ***** ******* ******* ***** ******** *** **** *** ******* ** ***** ******* ****** ***** ******** ******* ****************** *** *** ** * ******** **** *******

I am in receipt of consumer complaint ID # ********
Last week I did reach out to our newgistics team on this package status, but have not gotten a response.

However, with the tracking # provided by the customer, I do show that this package was delivered at the customers front porch on Dec 23 at 10:55 AM.
Please have the customer confirm. If the package was never received, they will need to reach out to the merchant for a replacement.

Respectfully Yours,
Cinthia, Client Advocate
Initial Complaint
12/20/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am getting the run around from Pitney Bowes in ***** ******. I have ordered pairs of shoes, one pair a day earlier than the other, and one set hasn't arrived yet. The pair that was delivered to me showed it left the Pitney Bowes warehouse in ***** ****** and was successfully delivered to **** Regional center within 7 hours of the Pitney Bowes warehouse departure. Mind you, the **** Regional center is not even 5 minutes away from the Pitney Bowes warehouse. My second package, another pair of shoes from the exact same company I ordered the first pair from, said it departed the Pitney Bowes warehouse to be sent to **** at 1:00AM on 12/18 and **** has YET to receive it. Again, **** is not even 5 minutes away from this warehouse. I live in ***** ****** and drove to the Pitney Bowes warehouse this morning to talk to a manager and ask him what the process was for sending to ****. First of all, my initial impression of the warehouse is disheveled, unorganized and unsecured. The walk in waiting room is a mess, there is no receptionist, and the entrance to the warehouse is open and unsecured. I asked the woman security guard at the picnic table to speak to someone about shipping. I was greeted by another security guard man who, when I asked to speak to a manager/supervisor, I was told there isn't one and that I'll have to take my complaint to ****. I spoke to no one directly from Pitney Bowes, either I was being gaslighted and the manager didn't want to deal with me, or there is truly no manager. This is at 9:00A on a Monday morning, today 12/20, so I don't know how there is no supervisor from Pitney Bowes available today. I have read all the complaints for this Pitney Bowes location online and they all have the same issue with lost packages, no response from the company and getting the runaround. This is unacceptable behavior and this type of shady behavior breeds distrust.
Business response
12/27/2021
******** *** **** ****** ******** ****** ** *********** ****** ********** * ************ ******* ********** ********** ** ****** *** ********* ** ***** ***** ******* *** ******* ****** *** ** ** ***** ******* ** ***** ******* ****** ***** ******** ******* *********************** *** *** ** ********* **** *******

I am in receipt of consumer complaint ID #********

Unfortunately, without the tracking numbers for the packages in question, there is no way for me to look into the status of the shipment.
If the tracking details can be provided, I would be able to get more updates from the ********** team.

Thank you!

Respectfully Yours,
Cinthia, Client Advocate
Initial Complaint
12/20/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Order a package from ******** **** in **, on Dec 6. It quickly went to Pitney bowes and traveled to ******** and tracking says it has departed ******** and hasn’t updated since Dec 13. I live in ******** so even during the holidays it shouldn’t take over two weeks to deliver it. This is supposed to be a Christmas present and looks like I won’t receive it before I leave town on the 21. Thanks a lot Pitney Bowes. Tracking # **********************************
Business response
12/27/2021
******** *** **** ****** ******** ****** ** *********** ****** ********** * ************ ******* ********** ********** ** ****** *** ********* ** ***** ******* ******** **** ******* **** ******** ** ***** ******* ****** ******** ******* *************************** *** *** ** ********* **** *******

I am in receipt of consumer complaint ID #********

The tracking # ********************************** was showing it was out for Delivery on December 22, but that the customer requested the package be kept at the post office in ******** **.

I am guessing they requested this so they could pick it up instead of having it delivered.
Since this was at the customers request, they will need to work with the post office to obtain the package, if they have not already.

Thank you!

Respectfully Yours,
Cinthia, Client Advocate
Initial Complaint
12/20/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Every time a company uses this vendor for shipment, the packages seem to go missing. I am starting to think they may be stealing their own packages. I had a friend who had the exact same issue 2 weeks ago with this same company. I have a package that apparently departed their ***** ****** location on December 14th and has yet to arrive at the post office which is less than 45 minutes away, as of December 19th now. This is not the first time this has happened and previously the company which shipped the package has replaced, but I think whatever is going on with Pitney Bowes needs to be addressed as this seems to be a regular occurrence completely unrelated to Pandemic delays. My current tracking number, which is a **** tracking number in the hands of Pitney Bowes, is **********************. The company also has no way to file a complaint or contact them directly for additional information.
Business response
12/27/2021
******** *** **** ****** ******** ****** ** *********** ****** ********** * ************ ******* ********** ********** ** ****** *** ********* ** ***** ***** ****** *** ******* **** ** **** ****** ** ***** ******* ****** ***** ******** ******* ******************** *** *** ** ********* **** *******

I am in receipt of consumer complaint ID #********

The tracking # ********************** shows that this package was delivered to in/at mailbox of the customers residence on December 23rd at 1:21pm.
Pitney Bowes considers this resolved with the package being delivered.

Thank you!

Respectfully Yours,
Cinthia, Client Advocate
Initial Complaint
12/17/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello, I Ordered stuff from an online store on December 1st and it was shipped by the 2nd of December in two packages and has been sitting at your ***** ******* ** ***** since December 4th and 7th with both status's saying "Departed Shipping Partner Facility, **** Awaiting Item". Since December 13th I have contacted **** regarding both packages they have a open investigation but they called me two times to tell me **** has not even gotten the packages anywhere as it still shows at the ***** ****** Pitney Bowes Location. Tracking numbers are ********************** ** ****************************** *** ********************** ** ******************************. Please contact this location and get my packages delivered ASAP. I cannot contact the location directly. It seems from the reviews this location has a lot of problems and needs to be investigated ASAP. IF YOU CANNOT locate my packages. I will send an invoice for the products and i would like a check from Pitney Bowes for a refund of what was purchased. Thank You
Business response
12/22/2021
******** *** **** ****** ******** ****** ** *********** ****** ********** * ************ ******* ********** ********** ** ****** *** ********* ** ***** ***** ******** *** * ******** ***** ****** ***** ** ***** ******* ****** ***** ******** ******* ********************* *** *** ** *********

Dear ******,

I am in receipt of consumer complaint ID #********

The two tracking #'s provided show both of these packages were delivered in/at Mailbox of the customers residence on December 21st at 1:35pm. So she should already have these in her posession.
Tracking ****************************** *** ******************************
Pitney Bowes now considers this case resolved with the delivery of these packages.

Thank you!

Respectfully Yours,
Cinthia, Client Advocate
Initial Complaint
12/15/2021
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello I placed an order on 10/32/2021 thru ******. The order reached the united states and got to the shipping facility in ****** ******. It seems to be stuck on ******. I have contacted **** as it says that is who is supposed to be delivering it however they have yet to receive it. The shopping number is **********************************. I would really like a resolution to this and get my package as it is for Christmas. Thank you **** *****
Customer response
12/17/2021
Please know that the PKG after a very long wait finally arrived

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