Complaints

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  A summary of what has happened is too long to fit in this space

  Business response

  08/10/2022

  We worked with the customer to get a her a refund for the shipment of her perishable items. Each perishable shipment sent from our location requires the customer to sign documents that discuss the risks of sending perishable items from ******. Because the shipment was delayed, and it was sent next day air, which is a guaranteed service, the shipment was eligible for a GSR (guaranteed service refund). We explained the process to the customer, and submitted the paperwork with *** claims on her behalf. We received email correspondence from *** stating they would refund the shipment cost to the customer, minus fuel surcharges. Which is standard *** policy. *** issued the customer a refund for her shipment. The customer cashed the checks. It was after this time she called and was upset with the difference in what she paid and what she received. *** explained that a.) She had already cashed the payment therefore her claim had been closed out and there was nothing I could do to reopen it, and b.) per standard *** refund policy she was refunded all she was entitle too. We explained this to our customer, and are sorry that the shipment was delayed, we acted swiftly to file her GSR and did get her a refund. Thank you. 

  Customer response

  08/14/2022

   
  Complaint: 17681055
  
  I am rejecting this response because:

  
  Complaint: 17681055
  
  I am rejecting this response because:
  
  Complaint: 17681055
  
  I am rejecting this response because:
  The agreement that I had with the ******************* *** store on 10/6/2021 at 8:30am was that I paid a certain $ amount for 2 frozen fish (fish boxes) leaving ****** 10/6/1021 and I would receive them ****************** 10/7/2021.  Yes I did sign a perishable agreement, but *** did not live up to their agreement of what they sold me "Next *****************  My 2 fish boxes never made the original flight that I paid for.
  Why where 2 frozen large fish boxes, that left the ****** *** store in a timely manor, then left to sit in a vehicle operated by a *** contracted driver "with no way to keep my fish frozen", for almost 12 hours.  I was told by *** ****** store that 42 packages including mine missed the flight that would guarantee ******************.  Did the driver alert Anchor that he was going to miss the flight?  Once he got to the airport did he alert anyone that my 2 large fish boxes have not been in a freezer since he picked them up that morning?  Why did ********* *** airport employees put my 2 large fish boxes on a later flight with no guarantee of ******************These 2 fish boxes were going to ***** and ************.  Is this not a Red Flag?  This does not make common sense to me, and I'm being charged fuel charges & processing fees for someone's error in judgement.  Yes we received 2 check from *** on 10/25 reimbursing me only for the shipping charges and not the fuel charge & processing fees.  I attempted that day to cal the toll free ***** number for ***. It took me forever to get through to them after being transferred and disconnected and when I finally got to talk with someone and explain my questions no one could give me an answer to my questions they would transfer me to someone else or give me another number to call.  Then I started to call the ****** *** store again between 10/8/2021and 11/26/2021.  In those several calls I never once received a call back from anyone representing *** ******.  When I finally got to talk the *** ****** ******  store gal  (K) on 11/26/2021 she went on to explain  to me that fish is a perishable item and *** has paid me all that is required for them to pay me.  When I asked her about the delay and why my boxes missed the ****************** flight, who was being held responsible for that, and why I was being still charged fuel charges and processing fees she could never answer my questions but would pass my concerns on to her supervisor in ****** (M O)  The ****** gal (K) never mentioned once to me that once the checks were cashed the claim was closed, that she mentioned in the BBB response.  There was almost a month that had gone by from 11/26/2021 to 12/21/2021.  Still no calls or responses to my questions as to:
  1) How *** can charge me fuel charges & processing fees on 2 fish boxes that never made it on the 10/6/2021 flight for ******************. 
  2) Someone on 10/6/2021, who ever was the *** contracted driver, missed the flight that I paid for.  So 43 packages including mine did not make it on the 10/6/2021 flight.  Who was held responsible for that?
  3) Why would ********* airport *** employee let these 2 large fish boxes even leave ****** knowing that their destination tickets read ****************** to ***** & ************.  If they only put them in their freezers at the airport when they arrive there late and holding them till they could make a "Next Day Flight". I would not be so sad over losing all my fresh caught fish.  I would have gladly have paid the fuel charges and processing fees.  

  I have shipped fresh fish (boxes) ****************** with *** in the past and have never had a problem.  Why this time?

  It is nice that you answered the BBB letter so quickly but you never once called me last year or addressed my on going concerns or questions as to why I was charged fuel charges and processing fees for a service that I never received.  My fish boxes never made it the the airport in time on 10/6/2021 to make the "next ************ flight.  Instead *** put my boxes on another later flight that did not arrive in ***** and ************ until 10/11/2021,  5 days later and the fish was thawed and ruined.
  
  
  Sincerely,
  
  ********************************

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