Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 5th my brother dropped off a DHL package to this facility at between 11A.M. and 12P.M. I was traveling abroad so I was unable to drop it off myself. He stated that he gave the package to an older woman with red hair to scan. He stated she did not give him a receipt. When he asked for one she stated she could not give it to him. I was returning a purchase made at an online retailer known as Farfetch. In my package was a 200$ pair of shoes. On April 9th, I get an email from the retailer saying my package still needs to be dropped off. I am able to go to the facility on April 15th and I provide the tracking label and invoice as well as my name and phone number. There has been no communication with myself from the facility during the entire time my package has been missing. It was a large box 15in×10in×8in approximately so it is not something that could easily be misplaced. I believe my package was stolen if it is not located, the facility told me they are not responsible if it is lost but I don't understand why they would take a package if there is no way they are keeping track of what they are receiving. It seems very irresponsible and I know DHL would not work with this facility if they were stealing and losing packages.

  Business Response

  Date: 04/18/2023

  Postal Annex does allows
  customers to drop off their pre-paid package at our location, but we do this
  FREE service out of courtesy. Postal Annex is an authorized 3rd party shipping
  outlet, but we are not an actual shipping carrier. We are just like a drop-off
  bins located throughout major the city. It is the responsibility of the carrier driver (FedEx, UPS,
  DHL, ETC.) to pick up the packages and scan them in. Postal Annex does not
  benefit from these services and therefore has a zero lability policy for all pre-paid
  dropped off packages. We can’t afford to be labile for something we did not profit from,
  this would be bad business practice. This is why we have posted our terms of services in 4 different locations throughout our store, and we do
  not provide any receipts for drop offs. 

   

  Here is out term of service

  Postal Annex is an authorized FedEx, UPS, and DHL Drop-Off
  location. You are more than welcome to drop-off your prepaid, labeled, and
  sealed packages here. Though you are doing so, at your own discretion. Postal
  Annex has a ZERO LIABILITY POLICY, and cannot be held liable for any Lost or
  Mis-Delivered packages via drop-offs. We also do not provide receipts or
  keep any logs/records of any drop-off packages.  If you need a receipt,
  please drop off your packages with the shipping carrier directly.
  FedEx, UPS, and DHL Drop-Off Rules and Restrictions may include
  but is not limited to the following:
  · Drop-off
  Packages cannot exceed 72 inches in any direction and/or 60 lbs in weight.
  · All
  packages must be pre sealed, labeled, and ready to go. We can help print
  prepaid labels, and pack and seal your packages, though a fee(s) may apply.
  · By
  dropping off your packages, you are entrusting the carrier brand driver, on the
  shipping label, to Pick up and Deliver your packages. Customers must use their
  package tracking numbers and go to the Shipping Carrier’s Website to verify
  package pickup and delivery.  Postal Annex does not keep any records
  of prepaid packages being drop-offs, and cannot be held liable for any Lost or
  Mis-Delivered packages via drop-offs.
  

   

  I have attached out Drop Off Center Sign as well, and again is
  located in 4 different area throughout our 1000 square feet store.
  
  Lastly I believe the package in question was pickup up by the
  DHL driver as we have security footage of pickup. Postal Annex is truly sorry for any missing packages via pickup but we cant not be blamed from the failure of the carrier driver not scanning in the package
  pickup. 

  ****

  Customer Answer

  Date: 04/18/2023

   I am rejecting this response because:
  There is no transition with the DHL driver who picked up package or follow up number if there is footage of them taking the package on the date mentioned.