Complaints

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son had received a few gifts for Christmas that he was unable to transport home because he flew. They remained at my house until after we received our tax return because I knew they would be expensive to mail. They were 2 Va Tech lamps his sister had bought him. One a table top lamp and the other was a floor lamp. They had a Vt finial on each and were $85 a piece. They can not be replaced. I took them plus the few other smaller items to New River Packaging to be packaged and mailed to him in *******. When he received them the base was broken on the standing lamp and both lamp Shades which were square and looked somewhat like leather were destroyed. My son is of good character. He works for ****** ****** ******** as a system test engineer and also recently received a security clearance. He is not a person that would lie. He said that the items were very poorly packaged. That is why I took the lamps to New River Valley Packaging is for the packaging. I paid $203 to have the lamps sent to him. When I contacted New River Valley Shippng it has been a nightmare trying to reach someone. They blamed *** ** for the damage. The damage was caused by poor packaging not *** **. After over a month I received a check from New River Packaging for $258. The fee to mail was $203 and the lamps were $85 a piece. I signed nothing and expected the packages to arrive safely. They did not and they refuse to give me a full refund. They continue to blame *** ** when my son stated plainly that the lamps were poorly packaged. I am very upset over this. His sister was very proud to buy him the lamps and they should have been something he could have enjoyed for a lifetime. I only received $55 fir the two lamps and they continue to blame *** ***  I would like to file a complaint to get back the money due for the lamps. I received a text message from New River Valley Packaging saying the issue was resolved and it is not. They refuse respond

  Business response

  06/24/2022

  Ms. ********* notified us of the package arriving damaged and we promptly files a claim with *****. Our store manager was in contact with her the whole step of the way. Later Ms. ********* denied even knowing or speaking to the manager. ****** or any carrier, would never approve a claim for inadequate packaging. In this case, ***** approved the claim and issued a refund which we in-turn sent to her and it was cashed. Ms. ********* did not choose to insure the packages for the full value of the damaged shipment but has engaged in constant harassing texts and calls. She has made comments of such a nature that we have contacted our attorney for liable and slander and are monitoring any further remarks online. Due to the nature of some of the texts, we were also forced to contact the ******* Police department based on the language and threats she communicated to us. We are sorry that this happened to Ms. ********* but we follow the required protocols for any damaged package and have done this consistently for almost 2 decades. 

  Customer response

  06/26/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.   I have no idea what this man is talking about.   I was never asked anything about insurance or the value of the items being shipped.  I did text message New River Shipping numerous times because they do not answer the phone.. *** ** shiujd have never been contacted regarding the matter because the lamps were broken due to poor packaging.  New River Packaging blamed *** ** when it had nothing to do with them. yes I received a check for $258 in which I did deposit into my acct but I paid $293 for the shipping services and the lamps were $85 each and are I irreplaceable! I can not believe this man continues to blame everyone but himself for what happened to the lamps.  My son is of very good character and the first thing he said was that the lamps were very poorly packaged. I signed nothing and was told nothing about insurance when I dropped the lamps off. I feel I should be refunded the full amount of $373 and *** ** should be refunded their $258 because it had nothing to do with their service.  thank you for you considering in this matter.  This man is not telling the truth 

*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. ↩