ComplaintsforAPO Box

• Initial Complaint

  10/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered $200 dollars worth of **** items before I went on a tdy on June 29, 2024. The items were delivered to the shipping company APO box. Now when I got back from my tdy after some time, on October 17, 2024, I noticed that my packages werent delivered. I emailed the company and they responded quickly with an email that told me how they received the order but could not send it because it did not have my customer attn code provided on the package. Now I understand that they couldnt ship my product because of that but I am outraged that I had a time limit that I wasnt aware of and missed that time to be able to get my money for the order. I was told that after 60 days of the package remaining unclaimed, they would discard the items. I want my money back for the products that theyve discarded instead of sent back, which would have allowed me to get my money back.

  

  Business response

  10/30/2024

  It is our policy to hold items that are deemed unidentified for 45 days and dispose of those as abandoned if no one reaches out to us to claim them within that time period. Our website cites this information in our knowledge base articles. We do currently go up to 60 days as a best practice to provide extra time for our customers because we know that their travel and deployments can impact the ability to communicate with our team. At any time during those 60 days, a customer may reach out to ask for longer holding periods. In this specific case, the customer had package(s) shipped to our facility that did not include his assigned attn code. The packages arrived addressed only to "***** ******" and did not include his attn code so they were deemed unidentified. I have reviewed the correspondence that we have had with Mr. ****** regarding this matter via our help desk. I am including an attachment for reference of that correspondence regarding this matter. He did provide other tracking numbers for the items that were disposed of in that message thread. We let him know the situation and provided him with our claim instructions and form so that he could file a claim for the loss of these items with APO Box. I have also attached a copy of that claim form/instructions to this response for reference. Mr. ****** completed the claim form and sent that back without the required supporting documentation. I let him know this and have not received a response from him since. It is our opinion that we were attempting to get a resolution in place for Mr. ****** which would include reimbursement for his loss of these items. However, he has failed to submit the supporting documentation that is required as proof of value so that our claims team can proceed with approving that for him. He should refer to the instruction page of the claim form to understand what is required and where to send it so that we may proceed.

  Customer response

  11/03/2024

   I am rejecting this response because: The business did tell me to file a claim and I did. Then after I filed the claim they informed me that I needed to file a claim for each item of my order seperately which I felt was unreasonable. They also let me know that since my claim was out of their policy date that I would probably not receive a refund for the claims anyway which urged me not to file anymore claims at that point. It is frustrating to find out about how the policy works only after not getting my package and potentially losing money. Again, I understand the policies that they have in place now but what I do not understand is why they did not send my package back to the sender instead of it being discarded. I would have just received my payment back. I didnt have the option to reply because I was on military tdy at the moment in an area where I could not use my electronic devices.
  
  

  

  Business response

  11/04/2024

  Mr. ******,

  Honesty, just file the claim so that our team can review and provide you with a resolution. If you are refusing to complete a claim form for each missing package, then at the very least provide us with the proof of value documentation so that we can proceed with processing your claim. There are certainly disclaimers and policies in effect for a reason, but we do have the ability to adjust if needed for special instances. The lack of your follow up on the packages is not something that we could have done anything about, but we are willing to try and help moving forward to provide you with reimbursement. However, you will need to do some work in getting us the required documentation. 

  Also, we do not return to sender because most times customers will follow up with us before that 60 day time period elapses to ask for help if their package hasn't shipped on to their overseas location yet. Once we hold the package for longer than 48 hours, the carriers will no longer accept those boxes back as "refusals". 

  Sincerely, 

  ******* *********, Operations Director

  Customer response

  11/06/2024

   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

  01/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company shipped my package out on January 3, 2023. Upon doing this immediately nothing updated in the tracking number. They told me this package would be later updated in the **** system and was not. After waiting a couple days another one of my shipments arrived at their facility and was shipped out, immediately the tracking was updated, and it was even delivered three days later. I contacted them about it and they said the wait for my original package could take ***** business days and its still not unusual to wait a long amount of time for a package. Mind you, the package has still not been updated to even being picked up from their warehouse. I have waited DAYS and here it is January 27th and I have still yet to receive anything and all they can do is send me a insurance claim form and tell me they know they shipped it out and that they cant force **** to scan it in when they pick it up. I do not believe for ONE SECOND that my package was picked up by ****. Im absolutely shocked and upset about this. I cannot believe this company would go as far as stealing my package and claiming it was picked up and not scanned. Im very upset.

  

  Business response

  01/27/2023

  As the customer has already stated, the package was given to USPS and not properly scanned into their tracking system as received. Because of that error, there is no way for us to track the location of the package. Packages leaving our facility are placed into large pallets and put onto a USPS mail semi truck for transport to their mail sorting facility in Indianapolis, so once they exit our location, we have no control over where they go or how they are handled. 
  

  We have also provided the customer with the proper claim form so that she may submit a claim to our offices for replacement of the missing contents. If she completes that and submits it to us as outlined on the instructions for the claim process (also provided already), then we can move forward towards resolution. That is all that is needed for us to proceed. 
  

  As  a side note, we are a small veteran owned and operated business. Stealing is not something that we do, and I can assure you that none of our 5 employees took this customer’s package. There is nothing to add to this response other than we will await the claim form as already told to the customer. 
  

  Thank you,

  Melinda H********, Operations Director

  Customer response

  01/27/2023

   I am rejecting this response because:
  
  They say my package was picked up but I called USPS and there is no history of this package at all: I do not believe my package was picked up at all and they have no proof that it was either. How am I supposed to just “take them on their word?” Like you guys were already charging me incorrectly saying I had a wrong address before but I do nothing different my address at the time and the $5 charges stop. I didn’t even say anything I just continued to build information on your fraud ass company and here is it, y’all have stolen once again from me.

  

  Business response

  01/30/2023

  Again, as previously stated, the only thing to do moving forward is for the customer to file her claim documents with us so that we can actually approve it and get her funds for replacement costs to her. This doesn't have to be hard...this is a lost package. The claim that it was stolen is unfounded and unwarranted when we are actually attempting to work with the customer to resolve. Please just proceed so that we can all be done with this issue and move forward. 

*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. ↩