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:06/20/2024

  Type:Service or Repair 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 paid *** Mail to package up a pair of speakers that I sold on ***** Upon the buyer receiving the speakers he notified me that they were extremely poorly packaged with virtually no packing materials and they were very damaged. I reached out to *** Mail directly for support on this matter and they responded with a ridiculous and extremely insulting response and fail to take accountability for their actions.

  Business Response

  Date: 06/21/2024

  **** was informed that the shipping label was not purchased through our location therefore the claim would have to be filed with ********** or ***** whichever carrier he shipped the package through.  Most shipping labels carry $100 of standard coverage for each label depending on the carrier.  No insurance was purchased through our business so there is unfortunately nothing we can do for him regarding the way the carrier handled his package.  
  

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21880659
  
  I am rejecting this response because the carrier did not handle the package outside of the norm - the *** Mail of Cascade did not properly package the items by any stretch of the imagination and that is why I am asking for them to cover the damages. They indicated I should have supervised the individual who packaged the items to make sure they used enough packing materials.  I have packed and shipped with them (and other places) for many years and NEVER has the place actually packaged the items while you are watching them.  If I pay a "professional company" to package something for me the expectation is that they know what they are doing and do it right - in this case they clearly did not.  They should take accountability for this. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/28/2024

  We can completely understand the level of frustration surrounding a package being damaged by one of the carriers.   90-95% of packages arrive without issue but in that 5-10% the carriers do damage, lose, or deliver the package to the incorrect location and leave customers in a very frustrating position.  
  

  When a package is shipped with ***** or *** they go down approximately 22 miles of conveyor belts throughout their journey and are sorted by very powerful mechanical arms that sort packages by zip codes.  These mechanical arms must be able to rapidly push up to 150 lb packages into zip code destinations.  They are powerful arms and that is why packages often look like that have been beaten up pretty bad by the carriers when they are received.  These large companies are under incredible time constraints and neither the mechanical arms or the humans have time to mind or care about anyones FRAGILE stickers or HANDLE WITH CARE notations.  They simply are meaningless in the world of shipping unfortunately.  
  

  When a customer asks a Pakmail employee to package something there are many different levels of packaging so it is important that customers express their concerns thoroughly so that we understand how a customer expects something to be packaged.  Packaging can range from a simple box all the way up to a wooden crate we build for very expensive items.  We try to understand the level the customer is looking for and then plug that information into our software and it estimates what will be needed for the level of packaging.  
  

  In this particular case the employee distinctly remembers **** saying get it into a box and that phrase was used a couple times and the employee reasoned that **** wasnt that concerned about the item to be packaged.  So it was processed with a very minimal amount of packaging per his request.  We have a process for anyone asking for additional coverage or damage insurance that requires the owner or manager to discuss with the employee or in many cases the customer themselves so that we understand what the item is, how much insurance is being requested and whether they can prove that value to an insurance company.  We then determine based on those factors how we will require packaging to be done and in many cases we will have a packaging expert package expensive, unique, or complicated shipments.  No insurance was purchased and no shipping was required for this shipment.  **** already had a shipping label and our instructions were to get it into a box.   Not much packaging was purchased but our staff wrapped the items individually and securely packaged them into a box.  
  In our assessment based on experience observing the pictures provided these packages were damaged in transit by the carrier so **** will need to submit a claim to ***** *****  or *** (whichever carrier was used) and request the amount of coverage that was purchased through whatever carrier he used to ship these items.   Unfortunately no additional coverage was purchased through Pakmail therefore there is no claim that can be made through our organization.  We are very sorry that this has happened to your shipment and we will be certain to note in our system that in the future with packages that you ship will need to be discussed in much greater detail so that this doesnt happen again.  
  

  Business Response

  Date: 06/28/2024

  We can completely understand the frustration associated with damage by a shipping carrier. 90 to 95% of the time a package arrives without issue but in that 5 to 10% carriers do damage, lose or deliver a package to the wrong location leaving their customers in a very frustrating position.
  
  It is important to understand that a package with ***** or *** will travel down approximately 22 miles of conveyor belts traveling through multiple buildings and handled by multiple workers along their shipping journey.   The carriers have these large, mechanical arms that sort by ZIP Code. ***** mechanical arms must be able to push and sort up to 150 lb packages quickly.  This is why many of the packages people receive look like they have been beaten up quite a bit in the process of shipping.   ***** machines nor the humans have time to make note of or care about the fragile stickers or handle with care notations on boxes.  ***** large companies are under tremendous pressure to get things out the door and to their destination because of the high volume of packages that they move every single day.
  
  As we stated previously, most shipping labels carry a standard coverage of $100 for damage or loss, any additional value would need to be purchased upfront and that is embedded into the shipping label.  
  We have a process that if a person desires to purchase additional coverage or package insurance through Pakmail that the owner or a manager will have a conversation with the employee and often times the customer to understand exactly what is being shipped, what the value is, whether they can prove that value, and give specific instructions about how that needs to be packaged to meet the requirements for insurance.
  
  
  In this instance, no additional coverage was purchased through Pakmail so there is no way to make a claim because Pakmail had nothing to do with the shipment itself.  **** can submit a claim through *****, USPS or *** for the $100 standard coverage.  If additional coverage was purchased then prove that in the claim process and those companies should be able to help you with the claim.  
  
  We apologize for any misunderstanding in this matter.  In the future with any shipment you have that carries a value higher than $100 you should make it abundantly clear to whatever company you use to package it, that you would like additional coverage and pay for the additional packaging that would be required per the value requested.  

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21880659
  
  I am rejecting this response because you still refuse to take accountability for your actions.  How would I even begin to imagine that your employee would not use the adequate amount of packing supplies.  The carrier is not going to cover the damage due to your negligence.  Therefore I am asking you to take some accountability here and make things right. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/02/2024

  We can completely understand the frustration associated with damage by a shipping carrier. 90 to 95% of the time a package arrives without issue but in that 5 to 10% carriers do damage, lose or deliver a package to the wrong location leaving their customers in a very frustrating position.
  
  It is important to understand that a package with ***** or *** will travel down approximately 22 miles of conveyor belts traveling through multiple buildings and handled by multiple workers along their shipping journey.   The carriers have these large, mechanical arms that sort by ZIP Code. ***** mechanical arms must be able to push and sort up to 150 lb packages quickly.  This is why many of the packages people receive look like they have been beaten up quite a bit in the process of shipping.   ***** machines nor the humans have time to make note of or care about the fragile stickers or handle with care notations on boxes.  ***** large companies are under tremendous pressure to get things out the door and to their destination because of the high volume of packages that they move every single day.
  
  Most shipping labels carry a standard coverage of $100 for damage or loss, any additional value would need to be purchased through the carrier or with an 3rd party like Pakmail.
  We have a process that if a person desires to purchase additional coverage or package insurance through Pakmail that the owner or a manager will have a conversation with the employee and often times, the customer, to understand exactly what is being shipped, what the value is, whether they can prove that value, and give specific instructions about how that needs to be packaged to meet the requirements for insurance.
  
  In this instance, no additional coverage was purchased through Pakmail so there is no way to make a claim because Pakmail had nothing to do with the shipment itself.  **** can submit a claim through *****, USPS or *** for the $100 standard coverage.  If additional coverage was purchased then prove that in the claim process and those companies should be able to help you with the claim.  
  
  We apologize for any misunderstanding in this matter.  In the future with any shipment you have that carries a value higher than $100 you should make it abundantly clear to whatever company you use to package it, that you would like additional coverage and pay for the additional packaging that would be required per the value requested.