Thousands complain about shipping company after not receiving packages

CHARLOTTE — Thousands of customers across the country have complained about the shipping company, LaserShip.

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They say items they ordered online made it to the company’s Charlotte warehouse but not to their homes.

The company calls itself a “last-mile delivery carrier” and has a warehouse in west Charlotte.

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Many companies use the company, including big brands like Nike.

There have been 17 people who have used LaserShip in the Charlotte area who have reached out Acton 9.

Hector Alvarez said he only wanted his Nike Air Jordans.

“They retailed around $220 or so,” Alvarez said. “So, with shipping, usually around $240,” he said. “And I had them shipped here to my house, of course, and they used LaserShip.”

Alvarez followed the tracking and said the shoes made it to the LaserShip warehouse, but that he didn’t get them.

He said 11 days went by.

“Every day I was checking, six to seven times, refreshing the page,” Alvarez said. “You’re expecting to get them in the mail and then you never do. That’s really irritating.”

Alvarez said Nike gave him his money back.

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“Nike was nice enough. They, of course, they will refund you the money. They know things happen,” he said.

Alvarez bought similar Air Jordans elsewhere, but he still wants LaserShip to do better.

“How is it possible that this is a continuous problem?” he said. “They need to find the root of the problem and fix it.”

BBB review and local complaints

LaserShip has an “A” rating with the Better Business Bureau.

However, there have been more than 2,300 complaints the last three years with more than half of them in the last 12 months.

Some of those cases also involved expensive tennis shoes, but not all.

One person wrote, “It’s so frustrating. My son’s Christmas gift (Jordan shoes) never arrived.”

Another said, “The package gets all the way to Charlotte and mysteriously is stuck in the warehouse.”

A third person claimed he ordered the Air Jordans twice but didn’t get either. “Again, another pair of shoes gone.”

Response from LaserShip

Stoogenke asked LaserShip about the number of complaints and why some items seem to make it to its warehouse but no farther.

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The company sent a statement, saying, “Our top priority is and has always been our customers, and we share their frustration with delayed packages.”

The carrier went on to say, “Our team is working hard to ensure packages move through our network as quickly and securely as possible.”

Other companies

To compare, Stoogenke checked BBB complaints against other delivery companies. Amazon had about 9,000 complaints in the last year, but they didn’t all involve delivery. FedEx had about 6,000. UPS had about 2,200.

The BBB doesn’t track complaints against government agencies, such as the U.S. Postal Service.

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 that business.

(Watch the video below: Action 9 helps local church get online order resolved after multiple shipping delays)

Action 9 helps local church get online order resolved after multiple shipping delays

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