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:11/29/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Date of transaction: October 26, 2023. I purchased some items through ******** Auctions in ******* and they sent my items to PAKMAIL, *********** in **************, ******* for packaging and shipping. Pakmail sent me an non-itemized invoice for $415.00. I called and talked to ****** (Manager) and told him how I wanted the items to be packed. There were several ********************************* fine European glass ornaments to ship. They wanted to put them in individual boxes inside of the shipping box. I asked him to wrap each individual ornament in bubble wrap versus boxes to package the items safely for transport. (They had grouped approx.. ************************************* old used tissue paper that didnt fully cover each ornament.) He said he could do that but his insurance couldnt cover the package. I new I could not have the items ship without insurance so I requested that Pakmail pack it up to send it via *** where I could purchase insurance. Pakmail said they couldnt do that. I call their home office in ********* and spoke to ***. He said yes, that I could do that and he called ****** and told him what I needed to do. I purchased a shipping label from *** and insured the amount for $1500.00. Sadly, when I received the package, there were 2 broken items inside. This could have been avoided had they just wrapped the individual ornaments in bubble wrap as I had requested. Instead, they wrapped them in old tissue paper that left them vulnerable for breakage. The broken items have a value of $185.00. I would like for ****** to use his own insurance (that protects them from the errors in judgement he used when packaging items) to pay for my loss. I contacted him and he asked me to file with ***. I did that and of course, they would not pay because the exterior packaging was intact and the inside packaging was deficient. I believe that I was retaliated against by ****** and his staff because I was able to go around them and save myself $200.00 in all. I think they force customers to do it their way or you can come get it and take it somewhere else if you want. They know I live in ******** and that my hands are tied. Many other customers probably give in to their like it or not customer service. This is sad.

  

  Business Response

  Date: 11/29/2023

  Hello ******,
  
  I wanted to address some of the topics you bring up in your statement.  The original estimate provided included both packaging and shipping of the Christmas Ornaments you purchased.  Our procedure for packing ornaments is to group them together and then bubble wrap them.  Depending on the number of ornaments, there can be several groups.  As in this case,there were several ornaments, so we broke them up into several groups.  The pictures you provided show only the original tissue paper that the ornaments came in. Many times, original packaging and/or wrapping is important to our customers,so we always include it with the shipment. In this case, we kept the original packaging, grouped the ornaments, and then bubble wrapped them.

  Per our discussion, you chose to provide your own shipping label and have us provide packaging only. When the items arrived damaged, we talked about the claim process and that it needed to be initiated by you since we did not provide shipping or insurance.  I asked that you contact *** and start a claim as they provided the insurance, and they would ultimately be responsible for re-imbursement.  Again, per our discussion, I advised that you contact me with the outcome of the claim.  If *** denied the claim, we would re-imburse you for the damaged items. 

  That being said, I am not sure why you are using this forum to contact us.  Please just email the claim denial provided by *** and we will issue re-imbursement.

  
  Thank you.

  
  ***********************
  Pakmail

  Customer Answer

  Date: 11/30/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:09/27/2023

  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.

  Bag found at hotel. Cash amount verified. PakMail picked up bag and now states there was no cash in bag despite website stating they maintain video surveillance on property. ****** was alone in vehicle with cash and bag without video surveillance and says he will not be doing anything to correct the issue regardless of proof the cash was in bag at time of receipt. PakMail went through all of my belongings without making at attempt to contact me prior to doing such even though my phone number and identification was provided to the company. PakMail was the only option the ******************** would allow. PakMail has not been helpful in any way with this situation. When asked how we could resolve the issue I was told they will not do anything. They have not stated that they have reviewed video footage of my property at their facility. A police report has been filed. PakMail did several things that are suspicious and expects unquestioned belief that they did not get the money despite having proof it was in the bag at pick up. ****** states he was the only person with access before he went through all of my belongings. He states I did not have a right to privacy or authorization of searching my bag. No one at the facility took my complaint seriously, they likely do this regularly.

  

  Business Response

  Date: 09/27/2023

  Hello ******,

  We completely understand your frustration with the situation and share in that frustration.  I would like to work through the details in your complaint and hopefully address everything in an effort to find a solution.  

  I did pick up the bag from the hotel and personally looked inside to verify if anything needed special attention/packing and can also verify that the contents did not violate any Federal shipping regulations. When we discovered the items that could not be shipped, I reached out to you via phone call.  We are required by law to verify all items shipped from our facility in an effort to stay within regulations.  

  When I looked in the bag, there was no cash present.  As I mentioned, I was the initial person that looked in the bag and I did go back and search our surveillance videos and no money can be seen on our cameras.

  When we spoke on the phone, I asked that you let us talk to the hotel to verify their position and what their video cameras revealed, before trying to determine a possible solution to the situation.  While I can verify that no money was stolen at our facility, I also am willing to work with the hotel to try and find a resolution.  I ask that you give us more time to meet with the hotel managers in an effort to determine a way forward.

  ******

  Pakmail