New Reviewer

Mail Boxes Net Botches FedEx Delivery

Update by user Oct 25, 2012

Loss amount corrected from $14 to $50.

Original review posted by user Oct 25, 2012
On September 28, 2012 I contracted with this company for an overnight delivery of prescription medication. The medication arrived 3 days later because Mail Boxes Net used the wrong FedEx delivery service. I sent Mail Boxes Net a letter asking them to refund part of the high cost I paid for overnight service. Several weeks later I received a very short and rude telephone call from the owner, telling me her employee made a "terrible" mistake, but that she was unwilling to refund any of my expenses. In the future I will be using another mail service that cares more about keeping its customers than it cares about keeping $14. My complaint letter follows: David A Taylor 3601 E Stagecoach Dr. Kingman, AZ 86401 Mail Boxes Net 3990 Stockton Hill Road Kingman, AZ 86409 October 5, 2012 Dear Sirs: On September 28, 2012 at approximately 1 pm, I contracted with your store to ship a 10"x 8" x 4" package to Chattanooga, TN (see attached copy of invoice). I explained to your counter representative how this package contained prescription medication which my wife "must" possess the next day. I also stated that if your store could not "guarantee" next day delivery, I would not be interested in any other services your store might offer. Your representative assured me that my package would receive "next day delivery" and asked me if the package could arrive at any time on Saturday (the next day). She then quoted me a price of $80.35 for a late Saturday delivery and $124 for an early morning Saturday delivery. I informed your representative that a late Saturday delivery would be acceptable and paid the $80.35 charge. Upon leaving I again asked your representative, "So the package will arrive tomorrow and this is guaranteed delivery?" She replied, "Yes, it is guaranteed delivery tomorrow." On Saturday September 29th, the package did not arrive. I called Fed-Ex customer service to inquire on the status of the package. They told me my package was in storage, awaiting an October 1st (Monday) delivery. I explained how I had asked for one-day delivery. Customer service then explained that my package was not sent Priority Overnight Delivery, but rather Standard Overnight Delivery"”which does not deliver on Saturday or Sunday. In actuality, my package was delivered at approximately 3:00 pm Monday"”which was the three days after it was dropped off at your store. On Monday I came into your store and inquired with your counter representative (the same person whom took the package on Friday) about why my package had not been delivered. She checked her computer record and said the package should have arrived Saturday. So I asked to speak to the store manager. Your representative called the manager, and then related that she would be in to see me in 30 minutes. So 35 minutes later, I came back to your store to speak with the manager. The manager had not arrived. The counter representative reiterated that she would be in within a few minutes. So I came back 45 minutes later. The store manager still was not present. At this point I told the counter representative that I would write the store owner a letter. I consider it profoundly rude that the manager did not arrive to speak with me. And that she did not feel it prudent to either email or call me regarding this issue. I gave my email address at the time of the order and possibly my telephone number. I certainly gave my address, and the manager could have gotten my telephone number from that information. So in summary, I was not given the service for which I was promised by your store: a promise of overnight, one-day delivery for my package. Instead, I was given what amounted to "Fed-Ex 2 Day" delivery service. Understand this: it is not my job to select appropriate Fed-Ex delivery methods; rather this selection process is part of the expertise for which I contracted with you. Note that you were well paid for this service, considering that you charged me $14 over the regular Fed-Ex Standard Overnight Rate. So I am requesting that you refund the difference between what I was charged and the cost of "Fed-Ex 2 Day" service, which would have gotten my package to its destination on the same day (Monday) at less that half the cost (see attached Fed-Ex schedule for a package equivalent to mine). If you do not agree to this request or I do not hear from you within 10 calendar days, I will proceed with other actions which may include contacting the Better Business Bureau and Chamber of Commerce, posting on consumer compliant blogs and local newspapers, and possible litigation. Very Truly Yours, David A Taylor
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1 comment
#576021

As of November 29, 2012, Mail Boxes Net has made no effort to contact me or try to resolve this complaint.

ID
#354136 Review #354136 is a subjective opinion of poster.
Location
Lake Havasu City, Arizona
Loss
$50
New Reviewer

"Mail Boxes Net" botches delivery but refuses refund

On September 28, 2012 I contracted with Mail Boxes Net, located at 3990 Stockton Hill Road, Kingman, AZ 86409 for an overnight delivery of prescription medication. The medication arrived 3 days later because Mail Boxes Net used the wrong FedEx delivery service. I sent Mail Boxes Net a letter asking them to refund part of the high cost I paid for overnight service. Several weeks later I received a very short and rude telephone call from the owner, telling me her employee made a "terrible" mistake, but that she was unwilling to refund any of my expenses. In the future I will be using another mail service that cares more about keeping its customers than it cares about keeping $14. My complaint letter follows: David A Taylor 3601 E Stagecoach Dr. Kingman, AZ 86401 Mail Boxes Net 3990 Stockton Hill Road Kingman, AZ 86409 928-681-**** October 5, 2012 Dear Sirs: On September 28, 2012 at approximately 1 pm, I contracted with your store to ship a 10"x 8" x 4" package to Chattanooga, TN (see attached copy of invoice). I explained to your counter representative how this package contained prescription medication which my wife "must" possess the next day. I also stated that if your store could not "guarantee" next day delivery, I would not be interested in any other services your store might offer. Your representative assured me that my package would receive "next day delivery" and asked me if the package could arrive at any time on Saturday (the next day). She then quoted me a price of $80.35 for a late Saturday delivery and $124 for an early morning Saturday delivery. I informed your representative that a late Saturday delivery would be acceptable and paid the $80.35 charge. Upon leaving I again asked your representative, "So the package will arrive tomorrow and this is guaranteed delivery?" She replied, "Yes, it is guaranteed delivery tomorrow." On Saturday September 29th, the package did not arrive. I called Fed-Ex customer service to inquire on the status of the package. They told me my package was in storage, awaiting an October 1st (Monday) delivery. I explained how I had asked for one-day delivery. Customer service then explained that my package was not sent Priority Overnight Delivery, but rather Standard Overnight Delivery"”which does not deliver on Saturday or Sunday. In actuality, my package was delivered at approximately 3:00 pm Monday"”which was the three days after it was dropped off at your store. On Monday I came into your store and inquired with your counter representative (the same person whom took the package on Friday) about why my package had not been delivered. She checked her computer record and said the package should have arrived Saturday. So I asked to speak to the store manager. Your representative called the manager, and then related that she would be in to see me in 30 minutes. So 35 minutes later, I came back to your store to speak with the manager. The manager had not arrived. The counter representative reiterated that she would be in within a few minutes. So I came back 45 minutes later. The store manager still was not present. At this point I told the counter representative that I would write the store owner a letter. I consider it profoundly rude that the manager did not arrive to speak with me. And that she did not feel it prudent to either email or call me regarding this issue. I gave my email address at the time of the order and possibly my telephone number. I certainly gave my address, and the manager could have gotten my telephone number from that information. So in summary, I was not given the service for which I was promised by your store: a promise of overnight, one-day delivery for my package. Instead, I was given what amounted to "Fed-Ex 2 Day" delivery service. Understand this: it is not my job to select appropriate Fed-Ex delivery methods; rather this selection process is part of the expertise for which I contracted with you. Note that you were well paid for this service, considering that you charged me $14 over the regular Fed-Ex Standard Overnight Rate. So I am requesting that you refund the difference between what I was charged and the cost of "Fed-Ex 2 Day" service, which would have gotten my package to its destination on the same day (Monday) at less that half the cost (see attached Fed-Ex schedule for a package equivalent to mine). If you do not agree to this request or I do not hear from you within 10 calendar days, I will proceed with other actions which may include contacting the Better Business Bureau and Chamber of Commerce, posting on consumer compliant blogs and local newspapers, and possible litigation. Very Truly Yours, David A Taylor
View full review
ID
#354133 Review #354133 is a subjective opinion of poster.
Location
Lake Havasu City, Arizona
Loss
$15

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