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Hundreds of complaints pile up about “last-mile delivery” company LaserShip

Posted at 8:30 AM, Dec 11, 2020
and last updated 2020-12-11 08:30:47-05

FRASER, Mich. (WXYZ) — In recent years during the holidays, we report on the rise in so-called porch pirates who steal your packages right from your doorstep. But this year, I’m also hearing complaints about a “last-mile delivery” company charged with dropping off those packages.

On Black Friday, Cindy Stribling of Fraser ordered liquid hand soap from Bath and Body Works online.

“I got tracking information on November 29 that said they had tried to deliver my package, but they said my business was closed. Well, I thought, this is my home address -- not a business,” said Stribling.

The tracking was from a “last-mile delivery” company called LaserShip.

Stribling called LaserShip’s office in Taylor, and the representative did not know why the driver was trying to deliver to a business. Her address was correct in the system.

The next day Stribling received a second tracking notification identical to the first.

She made four phone calls over three days to LaserShip’s local office, but she got no answers.

She finally received her package on the third day after she started calling.

“I feel like I wouldn’t have gotten my package if I hadn’t called and pushed,” she said.

Kiran Saini, a digital producer here at WXYZ had an even worse experience.

“It was stressful,” she recalled.

In September, Saini ordered a dress from Nordstrom for a special occasion.

On September 3, she received a shipping confirmation from LaserShip.

But she looked everywhere and couldn’t find the package.

So, she called Nordstrom Customer Service.

“They were like, ‘Yes, the package was marked as lost, and a refund has already been issued.’ And then I was like, ‘I don’t want a refund; I want my package.’ And they were like, ‘There’s nothing we can do. It’s out of stock. We can’t order anymore,’” Saini said.

She no longer plans to shop at Nordstrom because of this issue.

I reached out to LaserShip to find out what happened.

After leaving several voicemail messages, I finally reached a live person and asked for media relations.

After an hour-and-25 minute on hold, I finally hung up.

The Better Business Bureau has received more than 770 complaints about LaserShip in the last three years.

BBB spokesperson Kelcey Coleman said they’ve received “397 complaints this year, however, they have worked to resolve/answer them.”

The BBB website shows 425 of the complaints were closed in the last twelve months.

On LaserShip’s Facebook page, a pinned post from November 23 states, in part:

“While we have increased capacity within our network to meet unprecedented volume levels, delivery times may be longer than normal from now through the rest of the year. We are working hard to deliver your order as quickly as possible while caring for the health and safety of our team. Thanks in advance for your patience, and we hope you are staying safe."

But for customers who’ve been burned like Cindy Stribling?

“I think right now businesses should stop using companies like this because it’s causing people to say 'I’ll never shop with those people again because I don’t know if I’m going to get my package',” Stribling said.

I reached out to LaserShip, Nordstrom, and Bath and Body Works’ parent company L Brands for comment. So far, I’ve received no response.

Bottom line, any packages you have ordered are the seller’s responsibility until they are delivered to your address. So, make sure you keep records of all payments, shipping notifications, even home security camera images in case you want to make a delivery dispute.

That way you don’t waste your money.