Complaints

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• Initial Complaint

  Date:09/23/2022

  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 mailed 2 boxes to Ireland on 8-8-22 at Sending TLC. I put a list of all the contents on a piece of paper to include a spray bottle. TLC typed up the content label. One box cost me $121.75 and the other $135.33. It was shipped Priority mail, express Mail via ***** One box made it to Ireland the box with the spray bottle was returned to me on 8-25-22. It never left the country; it didn't make it thru customs because of the spray bottle. I have been emailing ******, the owner: *************************, ************, *********************************** several times I also called and left a message last week. Her last email was from **** and she said:" I am trying to find out the exact rules on how we are considered part of the post office and how they count the customers responsible versus the contract stations. And I am working to get a refund from them for at least part of the postage since the package never left the country. I have to be very careful with how steps go because I have to do certain things to be an approved provider. But we expect our customers to know what they are allowed to ship. We ship world wide and count on our customers to make sure that they only ship what is allowed to the country they are shipping to. Each country has different rules." I also emailed the post office on **** and have not received a response. TLC is a shipping company they should know the rules on what can and can't be shipped. They never told me I couldn't send the spray when I gave them the list of the contents. There is no disclaimer on the receipt they gave me regarding this. They should give me my money back regardless of the response from the post office.

  

  Business Response

  Date: 10/04/2022

  We have been working with the post office and the customer to try to work on this shipment. We expect that our customers know what they are allowed to ship to the destination. Here is the response from the post office.

   

  I am an International Research Specialist with the ************* Postal Service.  I'm contacting you today regarding the above item.   Unfortunately, this package does not qualify for a postage refund since it was returned to you by US export customs.  Packages mailed out with contents that are restricted and/or prohibited to the international country, are not eligible for refunds.  
   
  All **** customers are responsible for:
  1. Complying with *************** regulations and **** related laws and regulations.
  o Review the **** Publication 52, Hazardous, Restricted, & Perishable Mail and the International Mail Manual to find out if your item is mailable.
  2. Complying with the laws of your destination country.
  o Review the Individual Country Listings and Requirements by Country & Locality pages to discover if the destination country permits your item.
  o Be aware that size and weight standards may differ from **** standards.
  
   
  Please accept our sincerest apology for the inconvenience this has caused you. We appreciate your business and look forward to serving you again in the future. This information is on the usps.com website for international shipments.
  Sincerely,
  
  International Research Specialist
  ************* Postal Service

   

   

  Here is the email from our customer in response while I was still working on it for her.

   

  Hi ******,
  I really dont understand why you cant just refund me my money.  We have been corresponding since ****. I sent you a copy of the label that your office printed up with the contents listed. I should have been told that I could not mail the sprays.
  You leave me no choice but to file a complaint with the BBB if I dont get a response by 5 pm today with a date and time to pick up my refund.
  Thanks,

   

  I had offered to re-ship for free if she took the items out that were not allowed and then I refunded her money but she still left a complaint.

   

  So even though the customer is responsible for knowing what is accepted I was trying to help her get refunded, she threatened a bad complaint to get refunded and left a complaint even though I had offered to re send for free and refunded her money.

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

  Sending TLC