ComplaintsforOkie Dog Supply, LLC

• Initial Complaint

  08/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered Fish antibiotic from Okiedogsupply.com on 23 May 2021. USPS says it delivered on 27 May 2021 but I never got it and did not signed for it. I contacted the seller to advise I did not get the package and his response was that he has a delivery receipt so too bad. I asked him to open a case with USPS since he picked USPS as the shipper and has all the info needed to open the case, he refused. I opened a case on 8 June 2021 but I never got a response from USPS. I opened a second case on 22 July 2021 but I did not get a response on that case either. I opened a third case with Consumer Affairs Complaint office and finally on 3 August 2021, the Gadsden, Al post office responded that the GPS data from the carrier shows the package was NOT delivered to my address and they cannot find the package now. I advised the seller to open an insurance claim on the case with USPS and refund my money and he still has not opened a USPS case. It is time for the seller to refund my money.

  Business response

  09/22/2021

  Business Response /* (1000, 5, 2021/08/16) */ Our company seeks to serve customers to the fullest - and to date, as of 8/16/21, we have not stopped trying to help Ms. *********. When initially contacted of the issue with delivery, we advised the customer that she needed to contact her local post office to get GPS coordinates. She refused. We attempted to do this but the local post office said she needed to do it. We also checked and it shows 'delivered.' The customer was advised filing a claim without first getting the GPS coordinates would get denied because tracking history shows delivered. We DID contact the post office to file a complaint but Connie in Consumer Affairs stated it would be denied because it shows delivered. We tried to call the customer to which she screamed 'I don't have time - don't call me again.' We have remained communicative, professional and non-antagonistic through email. We advised again that we need GPS coordinates to have a chance at 1) recovering the item and 2) filing a claim with substance for an appeal as the initial claim was guaranteed to be denied per the USPS. The customer has continually refused to do anything we've requested in order to assist her. We did also advise the customer, because she remains antagonistic, that she can also file the claim herself if she didn't want us to, and we would provide her with anything she needed (tracking/receipts/etc). She refused. She did obtain a notice as of last week/week before that states the USPS admits that based on GPS coordinates, the package was delivered to the wrong address and is not recoverable but it has been several months since the package was 'delivered.' This was why we suggested getting GPS coordinates from Day 1. We told her again, with that info, she can file the claim or we can, but the dollar value for reimbursement is subject to the claims process with the USPS - and such is stated on our website. Ms. ********* did not select the extra insurance on the package available at checkout therefore it is subject strictly to the dollar value assigned by USPS regulations. Ms. ********* has filed complaints continually - but the issue lies with USPS. We addressed the package correctly and are not responsible for items once it leaves us - however we remain committed to helping ANY customer deal with claims/find missing packages/handle damaged packaging within the scopes and limits of the insurance selected with the carrier and cooperation from the customer in order to move forward with any claim. Unfortunately, Ms. ********* has refused to cooperate since day 1. Last week, we also advised Ms. ********* to take this issue up, with the proof she was sent, to her local USPS Consumer Affairs division and provided her with the phone number. Last week, after an antagonistic email and review, we attempted AGAIN to file a claim - however, the USPS claim center showed a claim already filed on the case. Even today, 8/16/21 - we called OUR USPS Consumer Affairs Division for Oklahoma. Jeri stated that Ms. ********* filed the claim on 8/4/21 - this totally took this matter out of our ability to assist Ms. *********. The claim was denied, citing 'tracking shows delivered.' Ms. ********* filed an appeal on 8/12/21 per Jeri at Consumer Affairs for USPS in Oklahoma. The appeal will go to a human Jeri said, and be reviewed with the documentation sent. If it's determined the claim is valid per USPS regs, then a claim will be paid to Ms. ********* from the USPS. While we wish this incident never happened, we have, from the very first moment we were notified, tried to help Ms. ********* - but it does require cooperation on her part and she has not been willing to do that. Now, she has filed the claim and appeal herself, and hopefully, she will come to a resolution with the real issue behind this, which is the US Postal Service not doing their job and losing her package - not our company. We stand committed to providing any receipts or assistance needed to help facilitate the claim appeal with the USPS as that is all we can do on our part at this time since Ms. ********* initiated another claim and appeal. The matter now rests with the USPS and Ms. ********* as even Consumer Affairs Division of the USPS states we cannot assist Ms. ********* now since she has initiated the claim/appeal. Attached is a string of emails showing how we've tried to assist Ms. ********* and her refusal to cooperate. Ms. *********, we wish you the best outcome possible in this case with the USPS and we remain committed to providing you with anything you need for the claim and appeal with the USPS. Consumer Response /* (3000, 7, 2021/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The seller is not being honest. He has refused to give me the label information required to file and be approved for the claim now for over three months which is why I have been unable to successfully file the claim and get it approved. He knows this as it has been communicated many times. He still has not sent the label insurance information. It was stated in the complaint to BBB and still....he has not emailed the insurance information from the label. I opened the USPS claim on 4 August 2021 after the seller said he would on 3 August, but never did. The seller waited until this complaint with BBB was filed to contact USPS on 16 August to do anything about it which is telling and now claims he cannot do anything because, once again, it was left up to me to do what the seller refuses to do in order to get the claim done. He refuses to do anything he says he will do until the issue is pressed like I have done. I was the one who had to open three USPS cases after the seller refused to from 8 June to 3 August with USPS to get the GPS data from USPS (seller keeps bringing this up as if no action was taken after he refused to do it when it was discussed with him on 1 June as if this is the heart of the matter, but it is not). But the seller should have done it as they bought the label and picked the carrier USPS. It is the sellers label and it is their responsibility to deal with all mis deliveries. The seller bought the label, they are responsible for the delivery all the way to the end to include mis delivered items as you they have all the information to include the label details which is required to file the claim and have it approved by USPS. USPS has stated this as well. The sellers has said he would do things and never did, refused to do the things he should have done and still has not emailed the insurance information for the label required to complete the claim as ask for now for months and again in the original BBB complaint. I would say that is unprofessional and poor customer service. Business Response /* (4000, 9, 2021/08/20) */ Again, facts are distorted and the emails of correspondence show the proof that we have TRIED to communicate with the customer. We have contacted her post office, consumer affairs in her state, and consumer affairs for USPS in Oklahoma. On 8/3, we were traveling to an event - nothing we could do until we got back - but on 8/8 when we returned, she had already filed the claim. As for insurance - Ms. Calvarese did not select additional insurance therefore, since it was sent priority mail, she is subject to the 'built in' insurance provided by USPS - as she would've been through any other carrier (again, this is all stated within our shipping policy online - and through USPS). As for tracking information - Ms. ********* states she didn't get anything, however, she cannot file a claim without it, it was provided in an email at the time the item was shipped, it was something she had when following up on her end, and she must have had it as she filed the claim on 8/4 and the first question asked when done online is 'what is the tracking number...' Please see attached tracking information available to Ms. ********* which also details the amount of insurance possible under 'product info.' As for us (or any company) being responsible up to the delivery - we are NOT the delivery company. Whwen property is handed off to the carrier, it is the carrier's responsbility to follow through on their job. We cannot, nor can any company, coerce a delivery company to do their job. The emails and forms of communication and our call logs to various entities to seek action do sometimes require the cooperation of the recipient. Per USPS, either the shipper or the recipient can file a claim. Also per USPS, and under the guidance of Jeri and Connie at Consumer Affairs for USPS OKlahoma, the first step was to obtain GPS coordinates. And, per evidence in the emails attached previously, all of this was first requested (after we attempted and could not get the local Post Office to do what we asked) from Ms. *********. Her responses via email are sufficient to refute any argument that we were not helpful or responsive. Per Jeri at Consumer Affairs USPS Oklahoma - we cannot assist further as Ms. ********* has filed the claim and the appeal and the USPS will therefore be interacting with Ms. ********* for THEIR failure to do their job. Ms. *********, if she follows the appeals process with USPS, will receive reimbursement from USPS up to the allowed amount of the built=in insurance permitted by the carrier, USPS. Again, the issue lies with USPS - not with our company and since the claim and appeal have been filed, there is no further comment or action required from our company. Our file on this is closed and we will respond no further but we will be available for Ms. ********* should she need any documentation from us to facilitate her receiving her reimbursement from USPS, although it does seem she has all she needs at this time based on Jeri's information from Consumer Affairs Division USPS Oklahoma. Consumer Response /* (4200, 11, 2021/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The seller bought the label. The seller has all the information to file the claim but never did even when they said they would. Only after the BBB case was filed on 16 August 2021 did the seller FINALLY contact USPS. Sadly I was left to file the claim because the seller would not but I have asked for the insurance information on the label they bought to file it and get the insurance money to cover my costs. USPS stated that it is the entity that bought the label that is supposed to file the claim. The seller bought the label. To this day, over 90 days later, the seller has STILL not provided the insurance label info to me after being asked several times including here on BBB many times over a 3 month time period. Why? Nothing is being distorted. The seller refuses to do what is needed to file the claim for a label they own as they have the insurance information to do so. The seller continues to deflect their responsibilities in the process with things that have nothing to do with the core issue: The seller, after three whole months and repeated requested still to this day, refuses to provide the insurance information on the label to file the claim successfully with USPS. Absent of providing the information to complete the claim, they still refuse to issue the refund. This has NOTHING to do with the delivery issue, we are well past that. Here are the FACTS: 1)I did all the work to get the data from USPS as the seller refused. 2)I did all the work to file the claim after the seller said they would but has not. 3)I continue to ask for the insurance information from the label for over 90 days now that the seller STILL HAS NOT PROVIDED. It is pretty clear the seller is the one being difficult. Had the seller asked USPS for the GPS data for the reported misdelivery as requested for the label they bought, filed the claim for the label they bought as they stated they would (and USPS says they should have) but did not and refunded my money, it would have been the right thing to do since they own the label and have all the information to file this claim. The seller wanted to run out the clock and ignore all of it since they had their money, Plain and simple.

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