Complaints

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the morning of November 20, 2023 I brought in a set of Franciscan apple pattern dishes that included 12 dinner plates; 12 cups; 12 saucers; 12 dessert plates; gravy boat; sugar bowl w/lid; *******; pedestal dish; butter dish w/lid; celery dish; as well as wine glasses and tumblers that match the dishes. All the dishes were made in ********** in the 1940s and they were all in perfect condition with no chips or cracks. I paid to have them packed at the store using all the stores boxes and packaging materials. I paid for the shipping guarantee to have all the above shipped from ******* to my home in *****, **. On the afternoon of Nov. 20, I was contacted by ***** from the store who informed me that bigger boxes were needed to accommodate all the dishes and I agreed to the additional $30 charge to the $193.88 originally paid that morning. The box with the glasses were delivered November 25th. The other 2 boxes containing all the dishes did not arrive, and could not be tracked. After several phone calls to customer service it was determined that an electronic manifest/billing statement was never filled out and the boxes with the dishes ended up being confiscated by the **************** and were at a facility in *********, **. I was informed by customer service that the *** ********************** needed to file a claim so I could be reimbursed the $100 per box as part of their guarantee delivery. According to *****, the claim was filed on January 9th (after repeated contact with this store trying to get the claim filed in December) and I have not heard anything since. I am concerned that the claim may not have gone through as there was little support or concern from the manager of this store and all responsibility was placed solely on the employee who admitted to me that he did not know how to go about filing the claim and had problems getting it to go through in December. I want to be rewarded the $200 in accordance with the *** Store guarantee.

  Business response

  03/01/2024

  *************** came in during a busy afternoon to have a set of dishes she had purchased while in ******* packed and shipped back to her home in *******. Shipment labels were created, and everything was paid for before packing. 3 hours later after meticulously packing the shipment was it discovered that the box sizes selected were now too small to fit the shipment as intended. Luckily, I had asked *************** to provide contact information just in case of such an event. The shipment labels were edited through our system and additional payment processed to reflect the new shipment price. The boxes were packed and photos that reflected the new tracking information were sent to *************** via text message. Some time went by until she called me with some bad news. While one package arrived perfectly, the other 2 part of a 3-package shipment had not arrived yet. I called the proper ************** to locate the packages and understand why they were not delivered as intended. I was informed that the 2 packages were separated and flagged as fraudulent for, what at that time was, no identifiable reason. Keeping *************** in the loop I continued to try and get the packages redirected. Being our busiest time of the year, I was waiting over 48 hours for regular telephone correspondence with several **************s. Emails were taking longer. I kept monitoring for correspondence back hoping for resolution to be provided. But the issue only got more convoluted. Blame was being placed on the packages not being added to an end of day even though the shipment details showed the packages had been manifested the day of shipment. More time went on before there were technical issues between the claims portals, causing errors no matter how the claims were entered. Even when the owner stepped in and made the attempt to put in the claim the same technical issues arose. I made the **************s I was trying to work with aware of the technical issues and complications with the claims portals and this claim in general. After a little more time, An email came through asking for all the information I had regarding ******************* shipment as a technician on their side would be entering the claim. Doing so I had hoped that resolution would finally be provided. After more time and monitoring the emails, I was contacted by *************** asking about resolution. By this point we had both been working with all avenues on both our sides just to get any answer. By this point the packages had already been destroyed by the ************* Department and retrieval was no longer possible, a claim and reimbursement were the only option being provided to us. I have since called the same departments several times since trying to get this matter resolved, with each one telling me they will email me and contact me and resolve this matter on their side. I have only ever gotten silence from *** regarding this. This matter has gone on long enough and has become frustrating for all parties to where the owner has agreed to step in and provide reimbursement personally. We will be providing a check to *************** within the next week. 

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date was 12/21/22 sending back a Gaggia Valasca back to WholeLattaLove for repair. This machine was just 1 year old and set up a ticket with the company to send back for warranty repair. I packed up the item with numerous Bubble wrap and padding. Took to them and they did also open the open to cut it down and make smaller and I asked them if was ok inside and they stated yes was packed good. I purchase the insurance and then I received an email from WholeLatta love telling me my item was damaged and to contact *** and out a claim in. After 6 weeks of going back and forth between the 2 I get a letter today from *** damage department stating they denied my claim. As they are stating nothing wrong with the box. How do know know if a *** driver dropped the box threw the box, just assume that no damage to box and deny claim. What is the point of paying extra cost for insurance. The *** store now tells me that we have to pay for their boxes and materials to have the insurance be covered and applied. This is a scam to get people to pay for insurance and then they don't honor if something goes wrong. I am the one who is suffering the customer . Now I am out money to purchase a new coffee machine I still to this date don't have one as I was waiting for this to be resolved. Terrible terrible customer service all around and a scam. I want my insurance claim paid out to me as I did not cause this and I paid for that coverage . My insurance that I paid for was for $300.00

  Business response

  02/22/2023

  To Whom It May ****************** customer did purchase insurance for this shipment at ******* Store. However, as the customer was told at the time of shipment. The insurance would only cover the item for loss not damage. To have insurance coverage against loss and damage the item needs to be packed to *** shipping standards. This is a policy set by *** shipping, not ******* Store. Please note ******* Store is a franchise that resell *** shipping products and services. *** Shipping is a different company. *** shipping are the ones who set the insurance guidelines. ******* Store fulfilled their obligation in informing the customer that the shipment would only be covered against loss with the purchase of the addition insurance. When the *** insurance inspector looked at the box they stated they could see no visible damage to the box. Therefore they concluded that the damage was not caused in the shipping process. Please let me know if you require any additional information. 

  Customer response

  02/22/2023

   
  Complaint: 19416114
  
  I am rejecting this response because: I have attached my invoice from their store shows declared value of $300.00.  The store person who helped me stated I insured it for $300.00.  And his worker opened up the box and cut it down smaller and I asked if was packed good inside and she stated yes there should be no problem.
  
  Sincerely,
  
  ***********************

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