Complaints

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  First delivery attempt phone call was missed July 2. ******* was contacted July 3 I was assured delivery. ******* was contacted twice July 5 I was assured delivery. ******* was contacted July 6 0900 ***** assured delivery that day. ******* contacted again July 6 approximately 1300 I was again assured delivery. Contacted carrier again July 6 1700 was advised delivery continues til 2000. ******* contacted twice today assured delivery and it is now 1930 still no delivery.

  Business response

  08/13/2024

  Good afternoon, please accept my apologies for the delay in response.  I would like to begin by apologizing tremendously to ************************* complaint.  After researching the situation, our representative ***** (named in the complaint) relayed the delviery attempt information to ********************** to the best of her knowledge.  ***** worked very hard to get the delivery expedited.  I spoke to ********************** as she was impressed with *****'s dedication to the situation and dillegence to resolve the issue.  Unfortunatley the order was not reattempted as expected. An unexpected turn of events occured and we are very empathetic to the dissapointment she must have endured, when the shipment was not recieved. Our intention is to always help problem solve and resolve issues that are favorable to the customer.  This situation was addressed with management and we have learned from this error.  We have taken measures to avoid this from happening in the future.  We strive for excellent customer service and hope that ********************** will give us another chance to prove we are much better than the situation she endured. In closing,  I truly appreciate the chance to apologize to ********************** and the opportunity to correct the error.  

   

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

  Customer Support Manager 

  Customer response

  08/15/2024

  Ameriship has been responsive and I have had no issue since reporting them.  Perhaps advising them I was making a report aided in improvement.  Thank you for responding and please close case.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a package on 3/26/24. Ameriship requires a signature to receive my package. The company tried to deliver twice during working hours (both at 3:30pm). I reached out to the company to state that I work M-F, 8-5 and do not return home until after 6pm, and asked if I could have someone deliver after 6pm, they stated they could make a note but it is not their policy. They deliver until 9pm. I asked if I could pick up the package so I could sign, I was told no. The company stated they will return to my house next business day. I stated I will not be home, I am a single mom, and no one would be home to sign until after 6pm. The rep ********** stated there was nothing he could do. When I asked if this means I will never receive my package and cannot take a day off work to stay home and sign, but could sign after 6 or pick it up, he stated this is not the policy. At this point I will not receive my order.

  Business response

  05/09/2024

  Good afternoon!
  
  Unfortunately, we are legally required to deliver this product to the address provided and are not able to accommodate a pickup for the package due to the passage of the **** Act. This, and obtainining an in-person signature by someone ******************************************************** compliance with legal restrictions regarding the delivery of tobacco products. The agent should have explained this in more detail, and we have addressed that on our end.
  
  We cannot guarantee any specific time frames for routing because our drivers are independent contractors and the routes created by Ameriship are a recommendation to follow rather than a requirement. However, we can hold packages for any date Monday-Friday that someone over 21 will be home to sign and provide the amount of stops ahead of a delivery on the day that it is out for delivery to help alleviate delivery issues. While we realize that it is inconvenient for a recipient to be required to be home to receive their shipment, we do the best that we can to work with our recipients to find a solution that works for them while remaining in compliance with the requirements of the **** Act.
  
  I see that we successfully delivered this order on April 12, 2024 to the recipient. I am glad that we were able to deliver the order on a day that worked for the recipient. I have also copied the transcript from the chat that my agent had with the recipient on April 5, 2024 for your reference below:
  
  
  **************************;via chat
  
  Apr 05 15:48
  Joined
  
  **************************;via chat
  
  Apr 05 15:48
  I have received a RING notice for a delivery on my order twice, one on 4/4 and 4/5, both during working hours. It states they will return again on the next business day, in which I will still be at work. Instead of traveling to my home numerous times during working hours, is there a way I can pick up my package? No one will be home to sign for the package and your delivery people will continue to make trips for no reason. I work from 8-5pm and do not arrive home until after 6 pm. How can we remedy this? Thank you,***************************** ************************************************************************** Order #WHE20STLVPN
  
  *****************************;via chat
  
  Apr 05 15:48
  Joined
  
  ******** Quinero via chat
  
  Apr 05 15:49
  Hi, unfortunately we do not have the pick up option. We can hold the package until a business day in which you can be at home to sign in person.
  
  **************************;via chat
  
  Apr 05 15:50
  I work M-F 8-5 and wont be home until after 6. Do you have a time after 6pm that it can be delivered?
  
  **************************;via chat
  
  Apr 05 15:50
  I am single mom, no one will ever be home prior to 6pm that can sign.
  
  *****************************;via chat
  
  Apr 05 15:52
  I can write that in the notes for the driver to take into account but we cannot assure you a time frame
  
  **************************;via chat
  
  Apr 05 15:52
  So then my package will never get to me?
  
  **************************;via chat
  
  Apr 05 15:53
  You want me to take a day off of work to sign? Is that your policy?
  
  ******** Quinero via chat
  
  Apr 05 15:54
  Those are the options that we have avaliable.
  
  **************************;via chat
  
  Apr 05 15:55
  Then I guess we will play on this merry go around. I will continue to reach out to all I can get. With this chat copied. Thank you ********.
  
  *****************************;via chat
  
  Apr 05 15:55
  You are more than welcome!!
  
  *****************************;via chat
  
  Apr 05 16:02
  Left
  
  **************************;via chat
  
  Apr 05 16:02
  Left
  
  
  
  Thank you for bringing this to my attention!

*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. ↩