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:12/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Package given on 12/08/2023 fo* ***** delivery on 12/10/2023. Tracking **************  Shipment never received. ***** online tracking stated label was created awaiting pickup. On 12/12/2023 I went to Mail Box at Palomar with my receipt to ask what happened to my package and why ***** had not picked it up. The employee told me they were a contract facility and did not keep records of whethe* ***** received the package. I asked where my package was and he said he didn’t know and was unable to help me locate. He also informed me that since ***** had no record of receiving the package they would reject any claim I submitted. He offered to refund my shipping fee. I explained that the contents of the package included a hand knitted sweater for my daughter in law that took 6 months to complete and had buttons on it from my late mother. As a line of customers gathered behind me in the store he appeared to want me to leave so he could go to the next customer. He offered no resolution to my lost items and told me there was nothing to do to find them.

  Business Response

  Date: 12/27/2023

  Hello, my name is ******* ****** and I am the manager at the Palomar Centre Mailbox shipping facility. 

  I would first like to apologize for the delay in our response to this complaint, we were in our busiest part of the year with Christmas and things have been quite hectic. However, I did want to reach out in regards to this, upon first interaction with the customer we we unable to do any kind of tracking with this due to the fact ***** had never shown any scan/pickup of this item in question. Upon my initial research into this missing package I was unable to see anything even through the ***** website directly, nor did I find anything in our independent shipping system ********** other than that the label was created. Now with that being said we are all only human and mistakes can happen as far as putting an item onto a wrong shelf for pickups, while there really is no way to be 100 percent sure this was the case and again, we are all human. The carriers UPS/***** normally can get the package to the right carrier but it does take time for them to catch it and get it to the right place. The label was created on the 8th of December and again at that time no claim could be opened or no trace could be done due to the fact no one claimed to have it or showed any scan of this package. So yes upon the first interaction there was indeed nothing I could help her with. HOWEVER, fast forward to 12/19 and the package turned up and appeared to be delivered on the 21st of December several days after this complaint was filed. 

  I am still more than happy to refund the customer their shipping cost for the inconvenience, as I am aware of what kind of stress and headache this must have caused. Moving forward with this and learning from this experience, we are implementing mandatory shelf checks before and after each person comes in for their daily shift in order to limit this from being a harsh experience for anyone else moving forward!

  ******** * ******* 

  Customer Answer

  Date: 12/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ***** 

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