ComplaintsforPostal Annex

• Initial Complaint

  08/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife and I live at the same address. Recently construction work in the neighborhood has prevented mail from being delivered, so I often go to pick up packages for both of us. Two packages we were expecting were supposed to be delivered by DHL, and DHL routed them to *********** ****** ** **** ******** ***** ********* ** *****. DHL Customer Service instructed that my wife could have someone else pick up the packages on her behalf so long as she provided the person picking up with an authorization-for-pickup letter with her name, their name, the tracking number for the package, and her full address and signature, as well as photo ID. She provided me with all of these and I went to pick up the packages from PostalAnnex ******* The owner, Marcelle, told me she would not allow anyone other than the addressee to pick up the package and refused to look at any of my documents authorizing me to pick it up, then refused to speak to me and ignored me. I contacted DHL for help and they repeatedly attempted to reach Marcelle, but she hung up on them repeatedly or let it go to voicemail without answering. While I was on the phone with DHL customer service she began to raise her voice and curse at me to leave her store immediately. I told her I just wanted to reach a resolution and did not want to cause any trouble. She then called the police on me while I was on the phone. By this point she is now screaming at me. A police officer shows up and I explain to him what's going on, and he states that the situation appears to be a civil matter rather than a criminal one and just advised me to leave the premises for the time being, which I did. There would be no issue with my wife coming with me to pick it up but the hostility and abuse that this business owner displayed as well as the refusal to abide by her own contractor's policies leaves me in disbelief. Reading some of her business's reviews, it seems to be commonplace for her to be unapologetically abusive to her customers.

  Business response

  08/26/2023

  Yes, there are two sides to every dispute, but we, at Postal Annex (a private business), are extremely and positively confident that our side of the story describes the only true and the only complete one about this alleged incident.

  We are under contract with DHL to follow all of their rules, policies, and procedures. DHL provides us with detailed and specific instructions and software (on an electronic tablet) to handle “re-routed” packages. The DHL software instructions for package pick-up by any customer are very simple and are clearly indicated on the tablet. (1) It asks us to make sure that the named customer is physically present in the store. We have to answer “YES” or “NO.” If the answer is “NO,” the process is unable to move forward. (2) If the answer is “YES,” we are prompted to ask the customer to present a valid government ID. If the customer does not have a valid government ID, the process is unable to move forward. Both parts of the package retrieval process are required to move forward with the physical pick-up of a re-routed package. In the above-mentioned incident, the named customer was not physically present. Prompt (1) from the tablet was answered “NO,” and the transaction was unable to be completed.

  When Postal Annex receives these re-routed DHL packages, dropped off by the carrier, we become responsible for them and for maintaining their security.

  Finally, we always strive to provide customers with convenient, complete, and fast service with lots of attention to details.

  
  

  Customer response

  08/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  As stated in my original complaint, the owner of this Postal Annex did NOT follow DHL's policies regarding pickup by an authorized agent. Not only did she refuse to examine any of the documentation or forms of ID which I had brought in accordance with DHL's instructions to the recipient (my wife), but she openly stated she would refuse any and all communication with DHL on this matter. She refused to speak to DHL customer service agents who attempted to reach her by phone to explain DHL's policy regarding authorized pickups. First, the DHL agent I was speaking to on my own phone asked me to pass the phone to her, and when I offered the owner my phone she yelled, loud enough for DHL's agent to hear, that she would "not speak to anyone or answer any calls." The DHL agent then put me on hold and attempted to directly call the owner at the store, a minimum of three times, and each time she allowed the phone to ring until it went to voicemail. 

  My complaint is therefore based on the following: one, the owner's refusal to attempt any type of resolution whatsoever for this issue. Had she consulted DHL on the matter, there would have been no issue. I had all the documentation necessary including DHL's emailed instructions. Second, the owner's belligerent handling of this issue and aggression towards me. If she had at the very least, calmly stated that she was not trained on DHL's policy for authorized pickups and was not comfortable releasing the packages for that reason, that would have been more understandable. Instead, the owner chose to escalate to the point of screaming at me in the store and calling the police unnecessarily. At no point did any part of our interaction require screaming or police intervention. I did not threaten or raise my voice at the owner, I only ever stated that I wanted her to communicate with DHL to resolve her own confusion on the matter. Her reaction was uncalled for.

  All communication with DHL has made it explicitly clear the owner did not follow their policies and that her actions were, in their words, "absolutely unacceptable." Ultimately DHL had to retrieve the packages themselves and arrange for redelivery because of PostalAnnex's owner's refusal to follow their guidelines. The owner's excuse that she was unable to attempt any form of resolution due to a single checkbox on a form is asinine. All it would have taken was communication with DHL (and she could have requested it in writing) to get around this checkbox without any liability towards herself or her business.

  There were a multitude of simple, common sense ways that the owner could have approached this situation. She chose none of them. 

  Sincerely,
  
  Jonathan ******

• Initial Complaint

  12/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I dropped off a FedEx Pkg at this location Wednesday Nov 30, at approximately 4:00pm. Once I noticed they took USPS as well, I went back to the car to get another pkg since I assumed this could be taken care of at this one stop location. I sure was wrong, to this day I stikl don't have any information that indicates either package has ever left the store called Postal Annex (also known as 57 LLC) located at 9234 Kingston Pike. The name of the business is registered to Marcelle Hazari as Owner/Operator.

  Business response

  01/17/2023

  Business Response /* (1000, 13, 2023/01/04) */ The consumer was never a customer of the store. per owner. The police are investigating.- Marcelle (owner)

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