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Complaint Details
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Initial Complaint
06/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Lasership lies about delivering packages. I have security footage from my building showing my package was not even attempted to be delivered (tracking number ***************) and on the tracking details it says signed for by ****, my name is clearly ***** and I don't incorrectly sign my name as ****. I DID NOT SIGN THIS. They hire untrustworthy delivery people who lie and say things are delivered when they aren't and forge signatures. No photo proving it was delivered to my door or to me, just a fake incorrectly spelled false signature. I will be pursuing this further. Its FRAUD!!Business response
07/03/2023
July 3rd, 2023
***** ******,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
We apologize for the misdelivery and for the inconvenience this has caused. Since you purchased the item from a third party, we are unable to refund you directly. We have notified your seller of our error. Please contact them directly for further assistance. Please reach back out to us if we can help in any other way.
Best wishes,
Sam
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
06/14/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Lasership isn’t held accountable for the package they steal. I know it’s the workers. I’ve had three packages stolen from me the mark it delivered but it never gets delivered. I have a picture of my package with other packages ready for the taking.Business response
06/19/2023
June 19, 2023
Dear *******,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
We have concluded that while the package was delivered to the correct address, it is possible that the parcel itself was not left in a secure area. Management at your local delivery facility has been notified and this has been addressed with the driver. Because your seller is the only party capable of providing a replacement or a refund, your seller should be contacted for further assistance.
If you would like to provide the tracking numbers of any pending deliveries in the future, I can ask management at your local OnTrac facility to directly oversee the delivery process; this will not only ensure proper handling of your package or packages, but it may also help pinpoint an error or break in procedure. If you have any further questions or concerns, please feel free to reach out to me directly by responding to the email thread associated with ******@***.com. Please contact us if we can help in any other way.
Again, we apologize for the inconvenience this has caused.Thank You,
*****
Executive Escalations Specialist
OnTrac Customer Service TeamInitial Complaint
06/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company steals packages. They claim it’s “delivered” but they never actually deliver anything. They’re thieves. Their customer service is a joke. They claim they’ll “investigate” and “escalate” when you make a complaint but they never do. I keep having to contact the seller to resend the packages which wastes my time and obviously the seller’s resources. I’ve included pictures of my latest conversation with them. I don’t understand how they still have a business.Business response
06/15/2023
June 15, 2023
Dear ********,
Thank you for reaching out to us regarding this issue. While we take reports like this very seriously, we are currently unable to assist in an investigation without more substantial evidence that the OnTrac driver is responsible for any of your missing packages. If you can provide the tracking numbers for any of these packages, I will be happy to research the progress and report back to you. I have attached the delivery photos for 3 of your recent deliveries.
**********, delivered 5/27
**********, delivered 6/4
**********, delivered 6/10
If you have any questions about any of the attachments, or if you would like to provide delivery instructions or a standard delivery procedure that you think might assist the driver with future deliveries, you may do so by responding to the email thread associated with ***************@*****.com.
Thank You,
*****
Executive Escalations Specialist
OnTrac Customer Service TeamInitial Complaint
05/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
5/14/2023 & 5/20/2023 I have spent hundreds of dollars on two package that was marked as "delivered" the packages were NOT delivered both times. after speaking with *********** they refuse to refund me becuase it was "delivered" . I have opened a case with lasership they said "it's under investigation give them two days" I have reached out 3 times and have had zero response , i have called lasership and waited hours on hold and then get hung up on me. I WANT MY PACKAGES AND TO BE REFUNEDBusiness response
05/31/2023
May 31, 2023
Dear ******,
First of all, I apologize that it has taken this long for your concerns to be addressed. Attached is a photo taken at the time of your delivery (Sat, May 20, 2023 at 3:26 PM). If the environment in the photo does not correspond to your destination, please confirm the address (including zip code) that was on your package. Please respond here if you would like to provide delivery instructions or a standard delivery procedure that you think might assist the driver with future deliveries. Examples would include a door code, presence of a mail room, hours of operation, or other proper drop-off point. Please be advised that we do not deliver to post offices or PO boxes. If you have any further questions or concerns, please feel free to reach out to me directly by responding to the email thread associated with ************@*******.net.
Thank You,
Chris
Executive Escalations Specialist
OnTrac Customer Service TeamInitial Complaint
05/14/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Business does not actually try to deliver packages. Anytime lasership/ontrac is the delivery service my building knows to just file a complaint. They claim to attempt, but never do. Then when you add delivery instructions they do not follow it. If something is shipped with this company, you will never see it.Business response
05/25/2023
May 25th, 2023
***** *******,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
When we receive any complaint regarding a driver, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available delivery scans, available pictures and driver interviews. The facility has taken these steps to ensure all drivers are following the proper delivery procedures. Should you have any questions or concerns please contact us.
Best wishes,
***
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
05/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I order a lot of things online. Whenever something is shipped, I am always disappointed if LaserShip is the delivery company. Almost every package that is delivered by LaserShip is not delivered on the date it is supposed to. Each time I get a message stating that the delivery was attempted, but was unsuccessful. This is blatantly untrue. I am home most of the time, and there is no reason as to why the package cannot be delivered. It is very obvious that nobody is actually trying to deliver it. My desire is that LaserShip either fixes this issue, or at least is honest. If a delivery is going to be late, just let me know. Don’t lie about it. It’s gotten to the point where if I see that something is going to be delivered by LaserShip, I immediately go in and write notes stating that they can leave it on the porch and the address is correct. This doesn’t seem to matter, though.Business response
05/20/2023
May 20th, 2023
***** ********,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
When we receive any complaint regarding a driver, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available delivery scans, available pictures and driver interviews. The facility has taken these steps to ensure all drivers are following the proper delivery procedures. Should you have any questions or concerns please contact us.
Best wishes,
***
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
04/24/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On April 04, 2023 placed an orders with ***** for about $372 usd, including women clothing, shoes, hair accesories and other. Per confirmation from *****, packagage shipped thru Lasership with tracking number ***************, add apparently delivered at my address on April 17th at 3:05 PM, based on the carrier website. As soon as I got the txt went downstairs and to my surprise there was no package, nothing so I called them, place a ticket, reached out the seller and to this day I cannot get a formal response. Like it was delivered and that's it. But I didn't get any package, nothing was handled to me, there is no proof of delivery. Also they said the package has been deemed lost but the website still showing as delivered so I have asked them to update the tracking system. So anyways at this point I just want my money back. ***** doesn't care about customers and lasership does a pretty bad job by losing and stolen packages.Business response
05/17/2023
May 17th, 2023
****** *********,
We would like to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
Your package was unfortunately lost by Lasership and your seller has been notified. Please contact your seller for further assistance. Please reach back out to us if we can help in any other way.
Best wishes,
Sam
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
04/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Multiple issues with deliveries, either being delivered to the wrong address or not delivered at all and saying they were delivered.Business response
05/31/2023
From: ************************* <*******************>
Date: Wed, May 31, 2023 at 7:49 AM
Subject: BBB REJECTION - *********************** - CASE ********
To:***** ****** <*******@mybbb.org>, ****** ******* <********@ontrac.com>
Cc: ********** <*******@lasership.com>
Morning *****,
There is no information in our system for this consumer.
Thanks,
*****Initial Complaint
03/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Once I saw that my package would be delivered via lasership I immediately called them and specifically stated that my package is to be delivered to my doorstep only because I have a doorbell cam that can be used to monitor my packages, those directions were ignored and the package was left at the door to enter into the building which can be clearly seen in the photo provided. I immediately called when I received that picture as proof of delivery and the woman I spoke to said she can clearly see my delivery instructions and does not understand why they were not followed. She directed me to call back if I did not locate my package which I did. Both ******* ****, the seller, and Lasership, the ship are denying liability for my missing package and both are refusing to refund me. I need a refund from either one because it is no fault of my own that I did not receive my merchandise.Business response
05/03/2023
May 3nd, 2023
**** *********,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
While the package was delivered to the correct address, we acknowledge that the driver did not follow proper delivery protocol upon releasing the package. Management at your local delivery facility has been notified and this has been addressed with the driver. Since you purchased the item from a third party, we are unable to refund you directly. Please reach out to your seller for further assistance. Please reach back out to us if we can help in any other way.
Best wishes,
Sam
Corporate Escalation Specialist
LaserShip Customer ServiceCustomer response
05/15/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
I am at no fault nor is the company that shipped the package. A leadership employee chose to leave my package in a location accessible to the general public therefore you are liable and I would like a complete refund.
Regards,
***************************Business response
05/25/2023
From: ************************* <******************>
Date: Thu, May 25, 2023 at 3:00 PM
Subject: Consumer Response Review - ********
To: *********************** <****************@mybbb.org>
Hello, *****,
********; *************************** - The complainant demands that OnTrac/Lasership reimburses them directly rather than seek assistance with the seller. OnTrac/Lasership does not do direct reimbursements as we are not merchant company. Original merchant company has been advised so as to provide assistance.Customer response
05/25/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:Lashership is the party responsible for the package being mishandled and not delivered not the company I purchased from
Regards,
***************************Initial Complaint
03/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Lasership is the absolute worst delivery company in the US. Now, when I place orders and am aware that a company is using Lasership as a means of shipment, I always pay extra for any other delivery company to service me. LaserShip has messed up/Lost or destroyed 90% of my orders in the last five years, be it from **** *** **** *****, ******* ****, *****, and my list goes on. Without exaggeration, they have NEVER taken responsibility for any of their errors, and then expect me, the consumer, to contact the company that uses them to reimburse me. It is an absurd and fraudulent tactic, and quite frankly I’m not sure how they keep getting away with it. I have lived in the same building for 11 years, and I’ve always received my packages from ***, *****, ***, etc. Yes I’ve had a few issues with ***** bringing my package to a facility for pickup rather than actually delivering, but I received the package! My issues only began, and till now are solely with Lasership. This can’t be a coincidence. Lasership, please get your act together. Hire drivers that are actually willing to do their job and take ACCOUNTABILITY for your horrible service and try to reverse this.Business response
05/03/2023
May 3nd, 2023
**** ********,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
Our tracking indicates your package was delivered to the address on file. If you do not have your package please reach out to your seller for assistance. We have followed up with the facility to ensure this does not happen going forward.
Best wishes,
Sam
Corporate Escalation Specialist
LaserShip Customer Service
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Customer Complaints Summary
4,355 total complaints in the last 3 years.
927 complaints closed in the last 12 months.