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:01/03/2023

  Type:Delivery 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 Mar 22, 2022 I shipped a box to my granddaughter for her birthday. I had the house number as **** as they had a house fire and were temporarily at this house number. A half hour later I called the *** store and informed them the house number needed to be changed to 960 as they had been able to return to their rebuilt home. They had me call the *** main number and they acknowled the change of house number and the box had not been delivered yet. Well they never delivered the box to ******************************************************************* I called the *** main number of ************* probably a dozen times since March 2022. and made several trips to the *** store location on ************ that I shipped from. Store #****. They keep changing the story saying it was delivered to **** and then say they delivered to 960 a month later. It was never delivered to 960 . I had a $100. insurance on the package and have been told they were reopening it which they say for 8 days and then reopen the same thing every time I call. They say it takes a long time to get the insurance money. Well it's been almost a year and I have not got anything. A few times they say it was delivered and I go through this over and over. It was never received at the address I gave them. I want my insurance money. I had to go and rebuy her gifts and could not replace everything I had in that box. The shipment tracking number is: 1Z39E86W0370766676 Shipment ID ************ ***********************

  Customer Answer

  Date: 01/04/2023

  This it's against the *** store at ******************************************************************************

  Business Response

  Date: 01/05/2023

  Hello,

  Attached are records of the shipment and delivery of the package. Every customer that comes in the ********************** has to verify the correct address was entered by staff and sign the *** (Parcel Shipping Order). *** records show the change of address requested By **************** and the attached document showing confirmation of delivery. The *** Store in ************ has been in communication with **************** and *** with the shipment of her package, including investigations and results. *** has conducted three different investigations on the package in April, July, and November per her request. The investigations showed the package was delivered. The *** Store in ************ does not conduct these investigations, only *** cooperate does. **************** can contact *** Claims if she is not satisfied with the result. Claims are approved and denied through the ***************** and if approved, the check is sent to the store and then distributed to the customer. The *** ********************** in ************ is a retail location and delivery of packages are the responsibility of ***. 

   

  Sincerely,

  The *** Store ************, **

  Customer Answer

  Date: 01/08/2023

   
  Complaint: 18662066
  
  I am rejecting this response because:
  I contacted the *** store within one half hour of leaving my package to be shipped and told them about the change in house number. They gave me the number for the corporate and I called them and it was acknowledged that the house number was changed and the package had not been delivered as of then. When the recipient did not receive the pkg. I contacted the *** and they open a claim to investigate. After weeks of not hearing I called again and they reopen an investigation. I called over and over and they kept saying the same thing and opening again and again. I went to the store and called the corporate over and over since March 2022 and was told it was delivered on one date and when I told them it wasn't delivered to the address I changed it to one half hour after the initial shipping they investigated it again. Then I get an answer that it was delivered in June. I questioned this as they said it was delivered in March earlier. They delivered it to the wrong address and my granddaughter did not receive her birthday presents. I feel the *** is responible and should honor the insurance that was on the pkg. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/09/2023

  Please see the previous attached delivery notification and signed parcel shipping order signed by ****************. As stated earlier, ******* Store on ************ helped **************** launch 3 separate investigations on ******************** behalf. Investigations are conducted by **** not ******* Store on ************. Please contact the claims department if you are not satisfied with the results. 

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18662066
  
  I am rejecting this response because:
  It needs to be filed against the corporate *** in *******, **. I have contacted them over and over and was told it was delivered on two separate dates, they kept saying they were investigating. Now I see they're saying the the time is expired for a claim?! I notified them in March 2022. 
  Sincerely,
  
  ***********************