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: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 the 1/23/2023 I shipped a package to ********, ***********, using this company. They use ***** to send the packages off. On the 1/30/2023 ***** contacted me to say the package was somehow broken and the contents scattered. After having called ***** with no resolution in sight, I contacted Nicnatdirect , and was told they were the one to do a claim on the package, this was never explained to me initially. It has now been still no resolution from either ***** or Nicnatdirect. I was given a claim number ***** *** **** but was told my claim was denied. The original tracking #************. Both companies have not been contacting me, despite several attempts to resolve this. Cash was paid to ship the package, and it was insured for $120, the shipping cost was $148. I need to have this matter resolved, and nicnatdirect should forewarn customers that they would handle claims on missing or lost packages. Thank you.

  Business Response

  Date: 04/18/2023

  Hello,

  My name is ***** ***** and I am the owner of NicNatDirect.

   

  NicNatDirect is an authorize shipper for ***** and any damage or lost package is handled by *****. This customer filed a claim with ***** and it was denied by ***** because the customer did not package the contents properly. Packing of the contents is entirely the customers responsibility. NicNatDirect or ***** do not pack packages for customers. The customer shipped fragile items and items were not wrapped or protected with bubble wrap hence the fact why ***** denied the claim. This customer is taking no accountability for not properly packing his items.

  Regards,

  ***** *****

  NicNatDirect

  Customer Answer

  Date: 04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This response is incorrect, the package is usually retapped by the workers at NICNATDIRECT, all items were clothes toys and miscellaneous snacks, and food items.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 04/27/2023

  Its not Nicnatdirects responsibility to pack or tape boxes. We assist customers as a courtesy but we are a drop off shipping company. No where in our company policy or do we tell customers we pack and tape. Once again we are happy to assist but customers are always present and assist with packing and taping. Once again they would assist and witness all packing and taping.

  Im more than happy to provide a video of customer presenting and assisting with taping  and packing. 

   

   

  Customer Answer

  Date: 04/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Once again, the box was taped by an employee of Nic at direct, I packed it, then it was taped again by the said employee, and weighed. When this issue occurred, and I called Nic at direct, I was told they usually do the claim with ****** so I am not sure where this issue is going!!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************