ComplaintsforPostNet of Papillion

• Initial Complaint

  09/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This matter regards the payment for insured packing, shipping, and transportation failures by *********** of Lakewood, CO. and PostNet of Papillion, NE. and their failure of fiduciary duty to comply with the restitution of the insured property damaged through theirs and their agents lack of duty to perform at reasonable level. Since shipping on 07/13/23 and receipt of damaged property numerous times contact has been made by phone and email to settles this matter. Despite sending and re-sending of proof of damages Postnet.com of Lakewood, CO. and PostNet of Papillion, NE. have failed to complete restitution and only further delayed matters.

  Business response

  09/19/2023

  Hi,

  I haven't seen a copy of this complaint and I was wondering if you could please send it to me because I would like to respond. 

  Thank you so. much

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

  Owner

    

  Business response

  10/09/2023

  ****** ****** cam into our store to ship packages. HE REFUSED OUR PACKING SERVICES.* On the receipt there are no charges for packaging.** Why this is important: ***** keeps insisting that we packed this shipment and that is a lie. ****** refused to use and to pay for the packing services.  Out of the goodness of our hearts we GAVE him some recycled boxes because it seemed like he needed help and that was a way we could help him for free. Because no, I'm not worth nothing and I don't know why they think that I have to buy them packing materials. I mean I keep those recycled amazon boxes on hand to help my customers.

  ***** is LUCKY that ***** even paid him a cent. If I had been specific with ***** about how ****** REFUSED our packing he would get nothing. And seriously, is his payout from ***** fair? I have filed every claim on his behalf. He refuses to send the correct pictures (it doesn't matter how many times you show the bottom of the lamp if you are claiming that the lamp shade is broken so send that picture, please! so I can help you!!)) I've spent so much time on this and I think I was genuinely trying to do everything possible to make it might for them. But I guess trying to help them didn't matter. Hours and hours on the phone with *****, hours filing claims electronically and then dealing with each of the 17 claims. It takes about 20 minutes to get to a ***** person, then that person will only help you with 3 claims. Then you have to call back and wait to get to a person and start all over again with the whole story, just involving the next 3 claims. Now I'm spending time defending myself from them.For some  reason, after all the guidelines they didn't follow, all the advice they wouldn't take from us: that means that it' my fault?

  2 things are true: 1/2 the packages were packed by the customer in a way that kind did not meet industry standards. We informed him of this. Without a thought he refused the packing suggestions we offered after he refused to pay for packing. 2/2 The packages were damaged. How is that the fault of anyone at my store after explaining the risks they were taking by not packaging the boxes properly? Unless that was the point. ***** and ****** either were trying to defraud the shipping company by improperly packed goods or they are just not able to accept that when you refuse to go by the best practices and the Standard operation procedures and the stuff gets seriously damaged because they wanted to save some money, that is on them. Well maybe that would be a great way to defraud shipping companies: pack your stuff, say it's worth an amount, refuse the protections (that cost money from the carrier) and then when your products are broken upon delivery file claims to trade items that say are broken and get cash for it. ***** can not produce the pictures that ***** has asked for to facilitate a payment from them. 

   

  So just ell me what to do. Do I need to take a loan to pay for his 1)neglect 2)attempted fraud or 3)something thatI did that I have no idea what it is?

  I feel so attacked by this. Your emails are mean, I talked to you on the phone once and you seriously could not be bothered so I don't think anything I say here matters. Just tell me what to do to avoid ***** ****** and the BBB closing my business.

   

  Customer response

  10/25/2023

  Photos of original PostNet receipt showing declared value of items was attached.
  As owner of PostNet-Papillion *** ****** and PostNet-Papillion have refused to provide proper compensation of the damage claims filed on insured items previously submitted to the PostNet office.  Despite the fact full payment to PostNet-Papillion was made which included packing, shipping, and supplementary property insurance on all 17 packages.  Which is clearly evidenced in value declared on the PostNet printed store receipt attached.
  
  *** ****** states PostNet is not responsible for the damages and only ***** is responsible for making any damage claims.  PostNet as shipper was paid directly for the packing. shipping, and supplementary insurance of 17 packages delivered to and sent through her business.  Regarding shipping regulations it does not appear PostNet as the shipper meets the requirements of the Carmack Amendment.  The amendment does outline five specific instances in which a carrier (*****) is not to be held liable for damage, delay, or loss to freight. These events are intended to protect the carrier from circumstances outside of their control. The five are:
  Acts of God: A carrier cannot be held liable for instances of natural disasters or other uncontrollable phenomenon such as severe weather, medical emergencies involving a driver, etc. In order to act under this defense, the event must be notably unanticipated and unable to be avoided.
  Public Enemy: Carriers are exempt from damage liability if the incident was caused during a defensive call to action by the government, or "military force". While there has been relative peacetime on American soil for quite some time, the "public enemy" defense has also applied to acts of domestic terrorism in some recent court cases. It does not include events caused by hijackers, cargo theft, organized crime, or other criminal acts.
  Default of Shipper: This is the most notable exclusion for shippers to be mindful of and indicates any event that the carrier can prove damage was caused by the shipper. This can include a defense of negligence, poor packaging, improper labeling and other mistakes made during preparation. The majority of carriers will try to prove these circumstances if there is any doubt a shipper could have made a mistake. Shippers must properly offset this risk with secure packaging, correct labeling, and maintaining communication with your customer for delivery.
  Public Authority: If the government takes action that results in damage or delay, the carrier is not liable. Government policy cannot be controlled, so road closures, trade embargoes, recalls, and quarantines all exempt a carrier.
  Inherent Vice/Nature of Goods: Some commodities are naturally subject to deterioration over time, and as long as the defect was not caused or sped up by the carrier negligence, they are safe from liability. A common example of high-risk commodities include produce, live plants, and medical supplies. If you are shipping temperature controlled or time sensitive products, be sure that you are taking every precaution to ensure security and viability.
  None of the stipulations above appear applicable to the ***** delivery in this matter.  I am the consignee, not the shipper in this matter as the packing and shipping was done by PostNet.  ***** would also not allow me to submit damage claims.  Additionally, the law does not apply to shipments of household goods or personal effects.  It does state the fault of the shipper as an excepted cause is any negligent act or omission that has caused damage or loss for example, faulty packing.  Further proof of the negligence, poor packaging, improper labeling, and other mistakes made by PostNet-Papillion and staff is the fact 17 packages were sent out in two separate shipments on two different dates in order to provide time for proper packing by PostNet-Papillion.
  
  *** ******'s most recent email responses states she is "not familiar with this complaint" matter.  Then she further complains that a photo does not show the shade of a lamp.  Essentially, a photo which she had never requested nor mentioned previously. If, as she states the items are in fact not covered for damages then why are further photos required for it?  In my opinion her statements are not forthright nor accurate statements. Especially so as this complaint is only the result of my having to follow up numerous emails and calls made to her in attempts to resolve this matter without further complication.  It appears to me PostNet-Papillion and *** ****** are not interested in addressing, settling, nor mediating this matter at any level.  Without the proper resolution of this matter through the Better Business Bureau complaint process it would leave no other options available and necessitate legal action against PostNet-Papillion and *** ****** in this matter.
  
  Cordially,
  ***** ******

*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. ↩