Complaints

• Initial Complaint

  10/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I send a package to ***** for office the ***** in this office agost 8 2024 I paid ************************************ 7 day .The package they didn't deliver and have a lot of excuse the custom and the company ***** don't deliver and don't make the work in ******Custom in ***** told me in email that ***** didn't pick up the package and the company that I sent didn't charge back the money that I pay for that because I lost a partial dental the price is very high .THey lost the package and didn't response for that.I made to claims in ***** by email and didn't response for that only excuse .

  Business response

  10/04/2024

  October 4, 2024
  
  To:   Whom It May Concern at the Better Business Bureau
  
  From:   **** *******,Owner The Shipping Post
  
  RE: Our initial response to complaint # ******** filed by ******* *****
  
  
  The Shipping Post is a small independent packing and shipping business  -similar to a *** Store except that we offer the services of all the carriers *****, ***, *** and the Post Office. 
  
  Annually we ship out tens of thousands of packages on behalf of our clients.  I tell you this so that youll understand that we do not have the ability to track every package that gets sent out through our store.
  
  On August 5, 2024 ******* ***** came into my store and my staff helped her ship a used, partial dental appliance to ***** to a company that apparently has the ability to repair the dental appliance.  ******* was presented with the pricing and delivery options for ***, ****, ***** and DHL. She chose *****.
  
  On August 8, 2024, three days after it left my store, the dental implant reached ***** and incurred a Clearance Delay imposed by the ******************.  (See attached screenshot of the tracking).
  
  No one in my store was aware of any delay we are not informed by ***** only the Sender (*******) and the receiver (Consulta Dental Sonre) were made aware of the delay. 
  
  Then on October 2, almost two full months after sending the dental appliance, ******* came into my store insisting that ***** return the appliance and that we repay her the money she spent sending it there.  My staff did some research and explained to ******* that ***** is unable to return the appliance as it is being held by the Chilean authorities.  ******* left my store unhappy with the outcome.
  
  On October 3, YESTERDAY, and only one day after we were made aware of this situation,  the owner of the store (me) reached out to ***** to find out what we need to do to get the appliance released and either delivered or returned. 
  
  ***** explained to me that it was being held by (the relative equivalent of ) the ************************ of the ******************.  ***** went on to explain that the best course of action would be to have the receiver (consignee) reach out to ***** in ***** so that ***** representatives in ***** could instruct the receiver on how to get the item released from quarantine.
  
  After speaking with *****, I called ******* to try to explain what she needed to do to get the dental appliance released so that we could either take steps to get it returned or so that it could continue on its original journey and get delivered.
  
  It is difficult to speak with ******* because there is a language barrier and because she is upset.  Although she speaks much better English than I do Spanish, it was very difficult to communicate.
  
  ******* would not listen to the instructions that ***** gave me she only kept  insisting that ***** return the dental appliance and that The Shipping Post refund her money.  Her last words, after a very brief and one way conversation were Dont ever call me again. and she hung up on me.
  
  *****s terms clearly state that they are not responsible for gaining customs clearance they only commit to getting the item delivered to customs and then when and if the item clears customs to then get it delivered to the addressee.
  
  ***** has done what they said theyd do, and no refund is forthcoming.
  
  There is a potential resolution to this situation, but it is going to require that ******* reach out to Consulta Dental Sonre and have them contact ***** in ***** so that the Chilean branch of ***** can coach Consulta Dental Sonre on what needs to be done to get this item released from quarantine.
  
  Time is of the essence as it has already been two months and we are now seriously facing the possibility that the ****************** will simply destroy the appliance as they will not hold onto it forever.
  
  If ******* needs our assistance, my number is ************.
  
  Respectfully,
  Mark  Drayton
  

*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. ↩