Complaints

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• Initial Complaint

  Date:09/02/2022

  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.

  I ordered refrigerator lights from Thrifty on or around June 18th, 2022, on July 5th I reached out to Thrifty to say I never received the order and could they update me. To which I was met with it was delivered per the tracking USPS tracking number.
  
  I explained that it was not here and was told to go to my post office to check on it. I went to the post office and they could not locate the package. This happened to be the 2nd package that was lost in a couple week timeframe [one from Thrifty and one from another vendor]. I spoke with a supervisor who told me they would file a claim and get in touch if they found the items. They have not gotten in touch with me nor have I received this package. My home is a new build and we do not have mailboxes at our house; the package would have been delivered to a locked box so there is NO CHANCE someone walked away with it. It was either taken by our post lady, was never shipped or was lost in transit and the post office has updated the tracking to say delivered.
  
  Because I did not receive the package, I proceeded to file a claim with my credit card company for $155.67 the purchase price of the fridge lights. They concluded their investigation and I have to assume that Thrifty did not provide sufficient evidence to support their claim so I was refunded me $155.67.
  
  Today, I received a call from a collection agency NOT for the $155.67 but for an amount over $200 that Thrifty has filed. I reached out to Thrifty but was met with you owe us this money.
  
  It is really difficult to work with a company that is not human and cannot fathom that perhaps the package never got delivered. There is no middle ground with Thrifty and I can imagine this has happened to others.

  

  Business Response

  Date: 09/03/2022

  *********,

  As explained during the dispute process. The order was delivered to your address according to USPS on June 22, 2022. You did not contact us regarding the non receipt of this order until 2 weeks later on July 5th, 2022.

  Had you contacted us sooner we could of least got in touch with your local post office right away to find out from the carrier, where he or she left the package. You first indicated you did not reach out to us because you did not know the package showed delivered but at a later time you indicated to us you were out of the country and not able to check your mail. During that time anything could of happened to the package, perhaps the carrier left it with a neighbor, perhaps it was stolen or any number of possibilities. As I explained.. once a package shows delivered we are unable to file a claim with the carrier especially after not notifying them over the issue for several weeks after the fact.

  Regarding your dispute over the payment, your credit card company did reverse the charges but that is something they do for their customer, the cardholder. We are still owed for the product that we delivered to you and therefore this account was turned over to collections as unpaid and will need to be resolved with them as it is out of our hands at this point.

   

  I do apologize if you have not received the product you ordered, however had we been notified of this issue right away perhaps we could of located it or at least got some assistance from USPS.

   

  Kindest Regards,

  *** *
  
  

  CSR Manager

  Thrifty Appliance Parts

  Customer Answer

  Date: 09/15/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE CONSUMER ON 9/14/2022]]

  Hi thank you so much, in his response he states I came to them a couple of weeks later and then later stated I was out of the country for some of this time.

  This all true and I was not aware that in talking to them the first time that I had [it was required] to state my whereabouts and honestly, it took me awhile to even notice the missing package. 

  I like most people order 5-15 items per week and do not take inventory of what is and is not received. 

  This missing fridge lights could have gone unnoticed for a year, I am busy and the only thing that prompted me to wonder where they were was an issue with another package [from another vendor] that I had not received. 

  
  

  Which sparked my mind to think about this one and to ultimately conclude we were having problems with our post lady. 

  Two of our fridge lights had been out for a year so it was not really a rush for me. 

  I understand this fellow expects me to sit by the mailbox but as I have explained to him, new build homes do not have mailboxes so there is no where to sit. 

  Please see the picture attached of my home with NO mailbox. 

  
  

  Our mail is put in lock boxes in a central location and we only check the mail every few weeks [like most people we do not receive bills in the mail as everything is electronic now a days]. 

  He states 'During that time anything could of happened to the package, perhaps the carrier left it with a neighbor, perhaps it was stolen or any number of possibilities” these are impossible scenarios which I have already explanined to him…..our mail is put in a lock box period, there is no way for someone to access it. 

  
  

  The logical explanation is that it was never delivered. I know for a fact that the USPS marks items as delivered the MOMENT it goes on the truck, they do not mark it delivered, like UPS, Amazon, etc… when it is actually delivered.

  
  

  Furhermore the USPS does not place anything at my residence unless it is a huge box and cannot fit in the lock boxes.

  Additionally per the tracking information it states it was delivered IN / or AT the mailbox MY MAILBOX IS NOT AT MY HOUSE so it is impossible for a neighbor to have it or for it to be stolen. 

  
  

  I have been to the post office 2x’s filed 3 claims and have made countless phone calls only to FINALLY have someone state they mishandled the mail.

  
  

  When we went out of town and held our mail the post lady did not start to redeliver until 3 or so days after our hold ended. Matter of fact the hold only truly ended because I moved the red plastic hold flag from my LOCKED mailbox and put it on the ground, otherwise I likely would still not have mail to this day.

  
  

  I have pictures of my mail center and my home attached as well as the note stating my mail was mishandled below.

  
  

  
  After careful research, it does appear that your item was mishandled by the local post office. We know this can be an inconvenience. At this time you will need to contact the sender and suggest they file a claim. Please know that we do value you as a customer and if there is anything else we can assist you with please feel free to contact us. 
  

  
  

  I understand Thrifty is frustrated but to state WELL sorry USPS says delivered so you owe us is not a legitimate answer THERE is 100% no proof I received this package. The post office states that as well and I as already stated had to reorder new lights from Amazon because Thriftys never got here. 

  This is not something I owe. 

  While it may not be Thrifty’s fault they are the ones who choose to use an unreliable deliverly service that does not track mail effectively.

  I have done nothing wrong and in fact have gone out of my way to try and locate this package in various ways.

  Thank you