ComplaintsforOnTrac

Delivery Service

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Customer Complaint:

Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 20 complaints handled through our conciliation process.

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Initial Complaint
09/29/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
LaserShips tracking indicated that my package was delivered to a person at 8am on 9/24. The package was not delivered to anyone in my home, or to anyone at the leasing office of my complex. I attempted to call them, but their phone system gives no option to speak to someone. Per their instructions, I created a support ticket. After 72+ hours I received a response that their team was working on it. Today, I received an email stating that the case had been closed and that I should contact the seller. They gave no additional information and offered no resolution. There is over $300 of product in this shipment, and LaserShip shows no interest in assuring their customers. They are claiming that the shipment delivered, but they cannot provide a name of the person who supposedly received the package and they have no proof of delivery. I understand shipments get lost, but such a poor level of customer service would be harmful to small businesses who utilized their service.
Business response
10/18/2021
October 18, 2021
Dear *******,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available surveillance tapes, following up with the sort team and in the case of a mis-delivered package, following up with the driver(s) for that route. Unfortunately, we were unable to locate your package during the investigation. The facility has taken these steps to ensure all future package are delivered correctly. Please contact your seller for additional assistance.
Best wishes,
Kevin
Corporate Escalation Specialist
LaserShip Customer Service
Initial Complaint
09/28/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have four packages that were supposed to be delivered from this company that was never located and they wont help me solve the issue
Business response
10/21/2021
October 21, 2021
Dear ********,
We would like to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
Your package was unfortunately lost by Lasership and your seller has been notified. Please contact your seller for further assistance. Please reach back out to us if we can help in any other way.
Best wishes,
Kevin
Corporate Escalation Specialist
LaserShip Customer Service
Initial Complaint
09/27/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Had an item shipped from ********* Marked as delivered to my front door at 8:09 pm on 9/25/21. I was in my front yard at that time and no one delivered. Tried to contact the company and this seems to be an issue as it is their FIRST FAQ. They do not allow calling, only online virtual assistant and tell you 48 hours for information. If they don't contact you (which they don't) they tell you to contact the retailer you bought from. Essentially they lose or steal items and there's no recourse for their actions. Why can't someone contact me to explain where my items are? Ridiculous.
Business response
10/14/2021
October 14, 2021
Dear *****,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
Our tracking indicates your package was delivered to the address on file. If you do not have your package please reach out to your seller for assistance. We have followed up with the facility to ensure this does not happen going forward.
Best wishes,
Kevin
Corporate Escalation Specialist
LaserShip Customer Service
Initial Complaint
09/27/2021
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had 3 order from *********** to be delivered to my home address out the 3 pkgs only 1 was delivered with no problem the other 2 deliveries weren't delivered I was home all day 9/20/21 & 9/21/21 got a notification that my pkg was delivered went the front door of my building & there was no pkgs received a email saying pkgs was left with the ** person & a signature with the initials DR signed for the pkg mind you I live alone how is it possible that someone can sign for my pkg without showing any identification I filed a claim for both pkgs then, had the claim escalated *********** wont refund me & lasership is basically telling me they cant find my pkgs. I asked lasership how is it possible that you let someone sign for my pkgs without proper ID & live alone. Lasership is basically telling me they understand my frustration but there's nothing they can do, contact *********** & file a claim with them, *********** is telling me lasership close one of my cases they can't refund me
Business response
10/26/2021
October 26, 2021
Dear *****,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
We understand that you did not receive your package, however we have been notified by your seller that you have been assisted. We have followed up with the facility to ensure this does not happen going forward. Please reach out to us should you have any questions or concerns.
Best wishes,
Kevin
Corporate Escalation Specialist
LaserShip Customer Service
Customer response
10/28/2021
From: Trai Will <*****************>
Date: Thu, Oct 28, 2021 at 7:57 AM
Subject: Re:
To: *********************** <************************************>

Good morning *** *********************
I just wanted to reach out to give a update on my complaint. I have recieved a full refund. As I mentioned to you before I'm not able to get in the account I set up regarding my email. Thank you for your time.

Sincerely
***** ******
Initial Complaint
09/26/2021
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Laser shipping claims that the package was delivered, but it wasn't, I spoke to this person Mateusz from laser shipping over the phone and he assured me that this package couldn't have been delivered as there is no picture proof of delivery that the driver is required to take upon dropping off the packege and it was scanned delivered by mistake. This is the email he has sent to me:
Thank you for reaching out to us regarding ***************. Our delivery records indicate this package was delivered, but we understand you have claimed the package as not received. Our facility has completed the investigation. If the package has not yet been received, please contact your seller for further assistance. Please let us know if there is anything further we can do to assist.
Thank you,
Mateusz
LaserShip
**************** ****************************** ************ Tracking Number: *************** ********************************* *********** Case Number: ********
Business response
10/14/2021
October 14, 2021
Dear ********,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
We apologize for the misdelivery and for the inconvenience this has caused. Since you purchased the item from a third party, we are unable to refund you directly. We have notified your seller of our error. Please contact them directly for further assistance. Please reach back out to us if we can help in any other way.
Best wishes,
Kevin
Corporate Escalation Specialist
LaserShip Customer Service
Customer response
10/20/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************************
Initial Complaint
09/24/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
**My complaint is against Lasership. For 6 months I have made over 20 phone calls and sent many emails. They never deliver my packages to me, but rather a neighbor around the corner. Every time, they take my information and promise me that it will never happen again. 6 months later and still never get my package. I live at *** ********* ****. They leave it at **, right under their sign which says *******.So clearly not me. I am so beyond upset and don't know what else to do. They even refuse to talk to their drivers to tell them they are making this mistake.
Business response
10/14/2021
September 14, 2021
Dear *****,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
When we receive any complaint regarding a driver, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available delivery scans, available pictures and driver interviews. The facility has taken these steps to ensure all drivers are following the proper delivery procedures. Should you have any questions or concerns please contact us.
Best wishes,
Daniel
Corporate Escalation Specialist
LaserShip Customer Service
Business response
11/02/2021
November 2, 2021
Dear *****,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
When we receive any complaint regarding a driver, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available delivery scans, available pictures and driver interviews. The driver has been made aware of your location and the facility has ensured that all future package will be delivered without incident.
Best wishes,
Kevin
Corporate Escalation Specialist
LaserShip Customer Service
Customer response
11/06/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************
Initial Complaint
09/20/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order with ******.com 9/8/21 and LaserShip is the delivery company. The tracking number provided via email 9/9/21 never worked. I received an error message when i tried to track the package but on Friday 9/17 i received an email from ****** saying the package was delivered but nothing was delivered to my house, or any of my neighbors. I opened a claim with Laser Ship but the are still claiming the package was delivered to my house even though they have no confirmation. Because they are claiming the package was delivered- ****** will not refund my money. I want Laser Ship to change my delivery status to unconfirmed so ****** will refund my money. The package was NEVER delivered as they are claiming.
Business response
10/11/2021
Email was sent to the seller to assist this customer further.
October 11, 2021
Dear, *** ********
First and foremost, I would like to sincerely apologize for the issue that led you to file a complaint. Your issue should have been addressed and resolved expeditiously. Below I have included the text of an email that has been sent to your seller, ****** I am hoping this will clear up any possible confusion caused by our error, for both your benefit and the seller’s benefit. If you have any further questions or concerns, please feel free to reach out to me directly by responding to this email. If you prefer to speak on the phone, you may also reach our Customer Service Department at ************ and simply mention that Chris is managing your case.
Again, we apologize for the frustration this has caused.
Thank you,
Chris
Corporate Escalation Specialist
LaserShip Customer Service
Initial Complaint
09/20/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
There are two packages from Lasership that never arrived. They are from two separate companies. They never answer their phone or respond to emails. They simply do not deliver your package and do not try to communicate with you or the company sending the package to you.
Business response
10/12/2021
October 12, 2021
Dear, *******,
We would like to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
Your package was unfortunately lost by Lasership and your seller has been notified. Please contact your seller for further assistance. Please reach back out to us if we can help in any other way.
Best wishes,
Kevin
Corporate Escalation Specialist
LaserShip Customer Service
Initial Complaint
09/18/2021
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is the second complaint I have made against this company. They say things are changing but they haven't. I have attached a picture of what myself and my staff has had to come into in the morning for the past several days. These delivery drivers wait until the office is closed and then drop the residents belongings off just in front of our door. EVERY SINGLE ONE OF THESE PACKAGES HAVE APARTMENT NUMBERS ON THEM. There is not reason why they are not going to the door. We are open from 9-6 every weekday, and these delivery drivers continue to come either before 9 or after 6. This feels like it is on purpose because they know we do not accept packages in the office and they do not want to be told to take them to the door. The business told me they are passing along my information and we have not heard anything. This is just ridiculous.
Business response
10/15/2021
October 15th 2021
Dear ****** *********
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
We have brought this issue to the attention of management in the local facility, and have been assured that this will not happen again.
Best wishes,
David
Corporate Escalation Specialist
LaserShip Customer Service
Customer response
10/22/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be okay for now. I was contacted by someone in the Durham office and was told lies about how the packages do not have apartment numbers on them. Please get this resolved. I will close this complaint now, but open another if it happens again.

Regards,

****** ********* - ******* **** Apartments
Initial Complaint
09/16/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased merchandise from ******* on 9/10/21. Delivery was marked for 9/14/21 by Lasership. As of today, 9/16/21, I still do not have my merchandise. They have marked it delivered as of 10:05 am, supposedly signed by me, however, that is absolutely wrong. I did NOT receive the merchandise, nor did I sign for anything. I have guard dogs that would have alerted me to anyone on my property.
Business response
10/11/2021
October 11th 2021
Dear *** *****
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
We have attempted to reach you via phone and email but have not had success. At this time please reach out to your seller for assistance.
Best wishes,
David
Corporate Escalation Specialist
LaserShip Customer Service
Customer response
10/14/2021
[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:

The business DID NOT attempt to contact me at all, love cell phones that track numbers. They stated that the delivery was made to me personally on 9/16/2021, my signature was forged for delivery acceptance, on the same date they notated online that a different delivery address was given (******* did that) and last week, my order arrived at the ******* in Lynchburg, almost one month later. When the store manager, Lynn, called Lasership because the box was not addressed, they told her they could not deliver my order to me because my dog (service dog) apparently was aggressive and chased the driver so it could not be given to me (remember, they said they delivered it to me personally). The only reason I am accepting this is because ******* made the situation right, not Lasership. The case can be closed as Answered, but I want it noted that Lasership has demonstrated a lack of integrity on several fronts and it needs to be noted so that others will not have the same problem and hopefully not use them.

Thank you for your assistance.

Regards,

*** *****

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