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:08/30/2022

  Type:Delivery 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 ordered some binding supplies in May, 2022. Part of the order arrived promptly to our business address, but part of the order did not arrive. I called emailed and called ******, who informed me that the order had been sent out by ***** but it was returned to their warehouse because it was undeliverable/no one was there. This is because according to ******, Fed Ex attempted to deliver the 2nd half of the order and ***** was there to accept it. I questioned her further and discovered that delivery was attempted at our old address. Which makes absolutely no sense because we have received prior orders at our new, 3 year old address and the first half of the order was delivered to our new address. I was told by ****** that if I wanted the order, I would need to pay for shipping AGAIN. I have called and emailed and called again, I have been told that they would look into it, but I have heard nothing back and the purchase of the second half of the order has not been returned/credited. I do not think I should have to pay for an order where I gave the correct address when the order was placed and the first half of the order was delivered to the correct address... In other words, Now, Laminator.com claims that either FED-EX or the **** changed the address....which also makes no sense because like I said we received the first 1/2 of the order AND **** delivers mail to our current address Monday-Saturday and has delivered mail to our new address for the last 3 years.

  

  Business Response

  Date: 09/10/2022

  *****,
  
  Laminator.com strives to provide the best customer service to all our customers. However, in this case, it looks like we fell a little short. It is true that half the shipment managed to get to the address as provided. It is also true that the second part of the shipment with the same address did get through. This initial issue was not created by Laminating and Binding Solutions, **** You were provided tracking and you are able to verify if through ******* site. This can be verified via using ***** ************ to see the shipment delivery information (https://www.fedex.com/fedextrack/?trknbr=************&trkqual=12023~************~FDEG). This is a failure on *****'s part.
  
  Given the information that ****** had from *****, she did follow procedure. If you refused a package and/or it has been sent back because the business is closed or the address was incorrect, you would be responsible for costs associated with the reshipment. However, after going back and forth with you, speaking with *****, and consulting with myself, it was determined that the fault was not yours, it was *******. In this case, proper procedure is to file a claim with ***** for shipping fees and reship you your product. Up to this point, everything is pretty standard. Where we failed is on the reshipment, which ****** has already explained to you in the attached email when you followed up months later. There was a miscommunication on our end. I thought she handled it and she thought I handled it. We both had it checked off our to do list and thought it went out. We dropped the ball on the reshipment and didn't realize it until the follow up from your end in late August.
  
  As of 9/7, the package was received and signed for by you. Your shipment went out via ***** with tracking number 580452250135:
  https://www.fedex.com/fedextrack/?trknbr=580452250135&trkqual=12024~58045225
  0135~FDEG. 

   

  Although Laminating and Binding Solutions does strive for excellence in customer service, we are not perfect and there may be occasions we fall short. This miscommunication was one of those instances and we do apologize for the inconvenience this miscommunication has caused.