Complaints

• Initial Complaint

  02/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Nov 24 23 I paid $156.70 for shipment services to *** store #****.There were two items to ship to ******************: An iphone 15 pro max ***** Blue Titanium of a value of $1199 and a USB-C Power Adapter of a value of $19.99. *** lost my package of a total value of $1218. Tracking number: 1Z831V550475129952. They did an investigation and only reimbursed me for the shipping cost and an additionnal $100. I am filling my complaint because I was not properly informed beforehand (on Nov 24 23) of ***'s coverage policy for lost packages. At the store I asked(11/24/23) if *** would reimburse me the value of my package if it gets lost and I was told by the clerk: YES *** would do an investigation and then reimburse the total value of your package. It wasn't only after the loss of my package that I was told by *** that I was supposed to buy an insurance for my package given the value of it to cover any losses. I was not aware of that especially given that I am new to their services and new here I had no clue about insurance and their policy, it was my first time ever using shipment services with ***. They should have advised me, educated me regarding their policy. *** lied to me. My package got lost which I understand can happen but I was told YES *** would fully cover any losses and having the package insured was not mentioned to me at the time I purchased the service. I had to report the delays for *** to finally investigate and declare it as a lost package. Even when I told them I was not advised of insuring my package they were not willing to help me more. I had to go through a stressful experience with *** only to be told my package was lost. I would definitely not recommend *** to ANYONE. Not trusthworthy and if only I looked up the feedbacks on Instagram on their account prior to that maybe I could have avoided this, mostly bad feedbacks from customers. PLEASE HELP ME! Thanks for your help!

  Business response

  03/18/2024

  Hello, 

  The policy and procedures are clear to all who ship. All packages are covered as a default of $100 USD if any package is lost or damaged. The Customer can opt to purchase additional coverage in increments of $100 up to $50,000.00 for additional charges. Some opt to add additional coverage and others don't want to pay extra. At the end of the transaction the terms are presented to them to read and they sing they are aware. The customer was aware of the amount that was covered and refused to pay extra for the insurance. *** is only responsible for the amount the customer chose to place as coverage. I understand they are upset but they had the opportunity to insure it for more but chose to not pay the extra cost. They were refunded the shipment and the coverage that *** is responsible for. I am attaching the terms and conditions and the digital signature, when presented the terms and conditions. 

   

  Thank you 

  ************;

• Initial Complaint

  01/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a $1,700 laptop, that I shipped to ********** using *** shipping services, in August-September of 2022 . *** severely damaged my laptop during transit and havent resolved that issue. My tracking number is 1ZW8597X9006692629. Several claims have been opened and no one wants to take accountability to fix the laptop they broke, in transit. I just need my laptop fixed since they broke it.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩