CHARLOTTE — Last month, Action 9 investigated a delivery company after thousands of customers across the country complained about not receiving their packages despite the orders being tracked to the company’s warehouse.
Now, more people have contacted Channel 9 saying the company, LaserShip, never delivered their orders.
Hector Alvarez and Gina Taylor say they ordered Nike Air Jordans.
According to Alvarez, the shoes retail for about $220, so with shipping he spends around $240. He says the shoes aren’t just expensive, but hard to get as well. Buyers must enter a raffle for the chance to purchase them.
“These are hot commodities,” Taylor said.
Both customers told Action 9′s Jason Stoogenke Nike used LaserShip to deliver their orders. They say the tracking showed the shoes made it to LaserShip’s Charlotte warehouse, but no further. Several other customers contacted Stoogenke with similar experiences.
“Once the shoes arrived to the warehouse here in Charlotte there was no more movement with the package,” one customer emailed Stoogenke.
“When you actually order them and you win … you’re so excited that you finally won, and you’re expecting to get them in the mail, and then you never do. That’s really irritating,” Alvarez said.
Another customer emailed Stoogenke saying they’ve complained to Nike and filed a claim with the Better Business Bureau.
“I had a package that was coming from Nike on Sept. 19. It arrived at the LaserShip warehouse on Sept. 12 and then it never moved any further than that,” another customer told Stoogenke.
One customer said they even filed a police report.
More than 20 customers contacted Action 9 about LaserShip, and not just about tennis shoes.
Megan Cottage told Stoogenke she never had a problem ordering beauty and fitness products from a certain vendor until they switched to LaserShip.
“Every day, I would go and check, and it would be out for delivery and then back at the warehouse because there was an issue,” she said. “And there was never a resolution.”
The tracking looks like this went on for nine days.
“And then, one day, it just said delivery cannot be complete, we’re going to discard your package,” Cottage said. “And I was like, how can you discard someone else’s property? Especially when I’m actively reaching out to you?”
“We need to continue to sound this alarm,” Taylor said.
“They need to find the root of the problem and fix it,” Alvarez said.
“Accountability for whatever’s going on … to be the actual last leg for their customers,” Cottage said.
BBB Review
At last check, LaserShip had an “A” rating with the Better Business Bureau. However, the company has received more than 2,300 complaints over the last three years, and more than half of the complaints are from the last 12 months.
LaserShip’s Response
When Stoogenke asked LaserShip about the complaints for the initial news report in January, the company sent a general statement, saying, “Our top priority is and has always been our customers, and we share their frustration with delayed packages;” adding “Our team is working hard to ensure packages move through our network as quickly and securely as possible.”
Stoogenke contacted LaserShip again for this report, adding a question about Nike Air Jordans specifically. The company did not respond in time for this report.
Other Delivery Companies
For comparison, Stoogenke checked BBB complaints against other delivery companies. At last check, Amazon had about 9,000 complaints in the last year, but they did not all involve delivery. FedEx received about 6,000 complaints and UPS had about 2,200. The BBB does not track complaints against government agencies such as the U.S. Postal Service.
Action 9 Advice
Here’s what you need to know no matter what delivery company is involved:
Your relationship is with the seller, not the carrier. So, you have every right to hold the seller responsible. Don’t let that company tell you otherwise. Make sure you dispute the problem with the seller. Many of the consumers who contacted Action 9 did and say it worked.
(WATCH PAST COVERAGE: Thousands complain about shipping company after not receiving packages)
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