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:05/24/2023

  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.

  I took 2 packages into my local Mailbox Depot on 05/20/23 @10:06am. Only one package left the building. The tracking #**** **** **** **** **** 31 which hasnt moved since I took it into the Mailbox Depot. I called the owner ************* on 05/22/23 @9:34am, to state my concerns and the pkg isnt tracking, but the other package was delivered to the exact same state, just a different city. He said Oh thats **** system updating. Dont worry, it will show up. Well, I drove to our local post office, where it still just shows the label being created, but no scans into their system. I spoke with **** the supervisor and our pass carrier whom Ive known for 25yrs. She told me that ***** picked up the pkg from Mailbox Depot @1:36pm, and he scans them in, which did happen with the 1st pkg. And when he returned to the post office, all pkgs are scanned again into the facility. That didnt happen with my missing pkg, only item my other pkg #**** **** **** **** **** 27. It was shipping in a flat rate shoe box, and contained a pair of Chanel ******************** Addition $389. I drove to Mailbox Depot and told ************* what I was told by **** supervisor, and again, he was not concerned that my pkg is missing, and blamed **** system once again. He didnt make any attempt to check his store for my missing item. Instead he just did not one single thing to help me, only passed the blame to ****. Inside the store, I handed ************* my pkgs. They have security cameras, I walked in with 2 boxes. I know my pkg never left the building with *****, our postal carrier. Im also going to file a police report on this matter as well.PLEASE HELP ME!Sincerely,***************************

  Business Response

  Date: 05/24/2023

  There appears to be a mix-up with the company names. The complaint is for a shipping company called The Mailbox Depot. Our company is called The Mailbox(R) which is an educational publishing company that provides supplemental teaching materials to preschool-grade 6 teachers. 

  Business Response

  Date: 05/27/2023

  Mailbox Depot is a shipping, mailing, small office service business. Many customers utilize my free services of drop off, storage, and acceptance of their pre-paid prepared packages. I accept USP, ************ DHL (DHL is a charge of $1.00). They come in, I scan their packages into my system, give the customer a receipt or some do not even want a receipt, place the package(s) in their proper place in my store then await carrier pick-up which happens daily M-F around 3pm Sat around 1pm. *** did come in and drop off two pre-paid packages as she had done many of time previous to this occurrence. I scanned her packages gave her a receipt and placed her packages in their proper place in my store to be picked-up (photo attached for placement)  all for free.
  
  *** is asking for refund however I accepted no money from her the only transaction was her utilizing my free drop-off services. ***** is my regular carrier dropping off my mail and on Saturday he was my pick-up person. ***** picked me as usual, he scanned all of the customer drop-offs. However he did mention one package having a bad label and was unable to scan it, which package that was I do not know. When a label is un-scanable the process is to hand key the tracking number into their device to record the pick-up if possible. Upon seeing ***'s label in the picture it looks scan-able to me. Another possibility is when I get picked up by carriers they work extremely fast and ***** is no exception to that he moves very fast. Maybe *** package appeared to be scanned but never really registered into the device as ***** was scanning. He then scanned my scan sheet then proceeded to loaded every package and piece of mail into his **** truck and off he went. Watching my carriers pick-up is not something that watch. As I get busy with other customers or duties. However, nothing was left behind that is for sure. My process/ system of placement of packages is very simple as I do not have much floor space to work with in my store est 600sq store. Unfortunately, once packages that have been picked up and left my store I have zero control over.
  
  For *** to say I did nothing to help her, well she did not ask anything of me other than my opinion. There is really not much I can do about Pre-paid packages/ customer drop-offs since those are not within my ecosystem. The only smidge of assistance I can provide is looking up tracking numbers if customers do not know how to and filing a claim for packages that have been created in-store with me. What exactly did **** do for you as far as help besides deflect it back to me?
  
  I was not concerned I may have appeared nonchalant because this is not an uncommon thing for me. I've seen this type of situation with a-lot of other customer packages as well as my own personal packages. I personally have had plenty personal packages that have been "label created" then appear at my door with the tracking never updated once through out it's journey. The packages tend to correct themselves given enough time. I do not know where ***'s package is nor why the tracking status is not updating that is something that is completely on **** systems/ processes. *** NEEDS TO FILE A CLAIM WITH **** AS HER PACKAGE IS INSURED VIA **** PRIORITY MAIL/ PARCEL THIS IS THE NORMAL PROTOCOL AND CHAIN OF EVENTS IN A SITUATION LIKE THIS.
  
  For *** to insinuate that I "stole" her package is preposterous. This is slander and defamation of my character. I would NEVER do anything like this to anyone I DO NOT need to steal anyone package(s). I am a stand-up person with extremely high integrity, also I'm sure I could get in some major trouble, tampering with mail is a federal offense, plus it's purely bad for my business thus I will never do anything of like this. I would not risk my business/ livelihood over any package/ mail. I, 90% of the time don't know what is in peoples packages. Frankly, I don't want or need to know. The only time I may know is if I am packing/ preparing it for them. The only time I ask about the package contents is if the customer want insurance coverage. Then I only need a brief description of the item I am covering. Or international packages for customs purposes. With that being said how would I know the contents, let alone the value of ***'s package.  It is not difficult to see if a package has been tampered with. I sure someone with a little to no experience would be able to tell if a package has been tampered with. I would not jeopardize my business for a $389 pair of ballet shoes.
  
  It has been proved under a court of law that *** has falsely accused people before. The Judge acquitted the wrongly accused by *** person in a case  few years ago. *** should have done her due diligence before making this false claim about me. People do not have to use me and my services they can go drop-off their packages anywhere they choose to. However, they do come to me and there is something to be said as I have a lot of customer retention/ repeat customers more than 95% of people comeback to me using my services because I have established trust with them in me securing their packages and my knowledge of the "shipping world".
  
  There are a number of things that could have possibly happened. My hunch is that the package stuck in a nook or cranny is in the **** truck or fell off the conveyor belt with-in **** package processing center laying of the ground in the warehouse. Or probably even delivered. It's a reach but *** should reach out to her recipient and ask if they received the package. **** needs to get more involved and check their buildings as well. There are a lot more hands that have touched ***'s package than just mine.
  
  I have been doing this now for almost 2years now. I deal with USP, ****** DHL, and ****. I can say from my experience I have not had any of these types of issues with UPS, ****** or DHL. Whether it's a package I create in-store or a pre-paid package that is dropped off. I only seem to see issues with **** packages whether labels made in-store with me or pre-paid labels that customers drop off. I'm a business and I get constantly missed pick-*** from them. *********** got missed pick-up 5/24/2023. I've already been missed for pick-up 9 times this year. It would be more if I was not proactive and called someone. I literally have PTSD / anxiety when 5:30pm rolls around and I haven't seen a **** truck pull up to my store front.
  
  To sum things up The first step *** should have taken is filing a claim with **** as her package is insured via **** Priority Mail to begin investigation and search for package within **** network. I did not, will not ever attempt to tamper with or steal anyone package(s) / mail. I'm sorry but I do not know where your package is. ***** took every single package out of my store that day as he always does. My cameras do not work they are a deterrent. Please do not slander my name nor defame my character. Please do not make false accusations about me.
  
  Update!!! Check your tracking now as of 5/27/2023 1pm. YOUR PACKAGE HAS BEEN DELIVERED JUST AS I TOLD,GIVE IT SOME TIME! AND NO, I NEVER HAD THE PACKAGE IN MY POSSESSION AFTER ***** PICKED IT UP ON SATURDAY. SO DON'T TRY AND SAY THAT I PUT IT INTO THE MAIL OR ANYTHING INSINUATING THAT I STILL HAD POSSESSION OF YOUR PACKAGE PRIOR TO THIS COMPLAINT! DO NOT EVER MAKE FALSE ACCUSATIONS ABOUT ME!! You should have learned that ****** the other time you made false accusations against your previous neighbor. ***, you went to this extreme, you did not give it enough time for the process to flow just as I told you to, you did not follow protocol by filing an insurance claim first. Instead you wanted to attack me, attack my character, attack my business.

  Customer Answer

  Date: 06/05/2023

   
  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.

   

  Hello, I would like to close complaint #********. The package did arrive.

   

  Thank you,

  ***************************

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