ComplaintsforAsendia USA

• Initial Complaint

  09/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a dress from Urban Outfitters this past August. I wanted to take advantage of a promotion for a dress I would wear to a wedding in September. However, I was away on vacation from August 13th to August 21st. The parcel containing the dress was dropped at my doorstep on August 13th after I had already left. I did not think they would drop a 200$+ item at my door unattended; I had even affixed a note next to my doorbell to not drop any parcels just in case. We are no longer in those pandemic days where no-contact deliveries are required. They clearly did not bother to even ring. I live on a busy street in Montreal so I assume the parcel was stolen, although there is no image proof and obviously no signature to assert it was actually delivered. There is only a tracking number stating that it was: *********************************************************************** And that is the only basis to which UO and Asendia are refuting my claim. I find this very unfortunate and dishonourable. UO and Asendia have refused to take any responsibility for the mishandling of my parcel. I would not go to these lengths to recoup the loss if I wasn't serious about this. I have filed claims with PayPal as well but their purchase protection does not cover stolen parcels. I have a bad review on Asendia's ********** profile -- they responded by saying they would look into it, but they haven't investigated the incident at all, and only rebuke my claims with the tracking number as proof of delivery. I will not stop until I am refunded 226.62$CAD.

• Initial Complaint

  08/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I sell custom items on ****.com, a customer from Germany made a purchase and ****.com uses the Global Shipping Program which filters overseas packages through AsendiaUSA. I shipped my package via the Global Shipping Program (AsendiaUSA), which meant I would ship my package through USPS to an AsendiaUSA facility in USA, then someone at that facility would re-label the package with my German customer's address and ship the package from the facility to the German address. The USPS tracking # shows the package was successfully delivered to AsendiaUSA facility, but the AsendiaUSA tracking# ************* shows the package was never delivered. The customer says the tracking information on **** is incorrect, it says delivery failed at night and the *** tracking information doesn't reflect any delivery attempt. I tried contacting *** Post and no response, I tried contacting AsendiaUSA and was told to contact USPS, which doesn't recognize the AsendiaUSA tracking #. My item is missing.

  Business response

  09/27/2021

  September 13, 2021 
  
  Dear *******,

  On behalf of Asendia USA, I do apologize for the inconvenience the seller is experiencing with this parcel. It is our number one goal to always provide the best experience possible for retailers and consumers alike. 
  

  In researching this parcel, we found that the last visible milestone shows that the delivery failed (attempted yet unsuccessful) on 7/19/2021 
  

  In order to gain additional information, we filed a claim with the final mile carrier who responded stating "the item was returned to sender and the 'dispatch particulars are not available." 
  

  Based on this response, there is no additional information we're able to provide in regard to this failed delivery. There are several causes for unsuccessful deliveries, however we do not want to speculate due to the limited information available. 
   
  However, we contacted **** (on the seller's behalf) and they advised that matters such as this should be resolved directly with **** by sending an email to support@****.com.
  We understand that it can be very frustrating when parcels do not arrive at their intended destination. However, in order for this to be resolved and for the seller to possibly receive compensation, they must work directly with their e-tailer ****.com. 
  

  Again, we apologize for any inconvenience caused. 
  

  Kind and warm regards,

  Asendia USA Customer Care 

  Customer response

  11/03/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  

  Asendia's response said to contact **** at ******************* however any email sent to that address will get an auto-response saying:

  Hi there,

  This is not a monitored inbox.

  If you're looking for support from ****, visit our Help Center.

  **** is a platform that connects buyers and sellers. If you have item or order questions, directly contacting the buyer or seller on **** is the best first step.

  
  

  Thanks,

  **** Support

  That email to **** is a lie! (I'm not surprised at this point).  As I have already advised Asendia USA, I have contacted ***, ***** Asendia USA & **** already about all of this mess and suspiciously vanishing package.  **** customer service has advised that this is **********************'s responsibility.  Asendia USA has told me to contact ***, **** and now **** about three times already and has not taken as single once of responsibility. Asendia took responsibility of my package when it was successfully delivered to their facility, which was insured. My insured package has vanished and Asendia first said to contact **** and now again telling me to contact ******************* which is an unmonitored email address and will immediately give you a response saying as much.

  
  

  LIES AGAIN ASENDIA!

  
  

  If you read the email I tried to send them it goes like this:

  Hello, 

  I am a seller on **** and I shipped out Order# #********** to ******* via ****'s Global shipping program (Label ID: #************, Customs ***************, which was unfortunately with the ill partnership with Asendia Shipping.  The package was shipped to an Asendia facility as directed via **** (**** **** **** **** **** **) and was successfully delivered.  Then the Asendia facility placed a new label on the package (*************) and supposedly sent it to *******.  The package was supposedly updated with "Delivery Failure," the customer stated this was suspicious as there was no delivery attempt made and it this "Delivery Failure," would've been around midnight to 2am, times packages would not have been delivered.  That was the final time the package was updated, with a suspicious failure attempt.  *** usually leaves a note, makes another attempt and then updates the tracking with return to sender, none of that happened.

  
  

  I contacted ***, I was advised to contact ****; I contacted ***** they could not assist as their label said it was successfully delivered; I contacted **** with ID#*******, ******* and *******,  I was told to contact Asendia and **** could not help. I contacted Asendia and was told to contact ***** then ***, then told to contact ****.

  
  

  So, I filed a claim with the BBB and once again, Asendia is passing the buck and said to contact **** via ****************.  I have attached the response from Asendia saying this and telling me different things over and over again.

  
  

  I have grown disgusted by ***, Asendia and **** from all of this and piss-pour treatment I have endured.  Packages just don't vanish with this much error without some suspicious help.  The package just so happened to be shipped with Asendia (the 1st time I've heard/used them), it happed to have a failed delivery attempt during (alleged) odd hours, it happened to not be attempted again, a note left at the door nor updated with anything after that... and then it happened to disappear, a lot of suspicious happenstance here.  All companies involved keep pointing fingers in other directions in a giant unprofessional circle. Meanwhile, my shoes are gone and so is my money.  So I'm doing my due diligence, since Asendia USA is telling the BBB that complaints are to go to **** and I'm keeping all of this in writing.

  
  

  Cheers!

  
  

  Business response

  01/07/2022

  December 2, 2021 
  

  Dear *******, 
  

  Thank you for contacting Asendia USA. 
  

  I am reattaching the communications previously sent regarding complaint #********. 
  

  At this juncture, there are no further details we can provide as we've previously advised that: 
  
  1. Delivery was attempted and failed on the package.

  2. The item is being returned to sender. -

  3. Asendia contacted **** on the seller's (*** ****) behalf.

  4. Finally, **** advised that *** **** received a credit for the shipping label as well as an additional $100 for the overall inconvenience. (Document attached) 
  
  This matter has been effectively resolved between **** and *** **** on 11/19/2021. 
  Per ****, if there are additional questions please visit: https://help.****.com/hc/en-us/requests/new (Note: this is the same website referenced *** ****'s complaint.) 
  

  Please note there are no further details or actions that can be taken with Asendia. 
  

  Best and warm regards,

  Asendia USA Customer Care 

*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. ↩