MAIL N’ SUCH

I don’t easily give 1-​star reviews, but the awful experience I’ve had dealing with Mail n’ Such leaves me with little choice. Granted, they will pack and ship your goods, but should something go amiss, they aren’t evenly remotely competent for handling it.
During the followup to a package delivery fiasco, we dealt primarily with the mother of the mother/​daughter employee combo (possibly the owners since they’re on the business cards?)
We had MnS pack some goods and ship them to LA via UPS on 12/​19, only to discover weeks later that the recipient never received them. When we retrieved the tracking number from an employee at MnS (on ¹⁄₀₉) we were told the package had been delivered on ¹²⁄₂₂. However, when we entered the tracking in at
, we found the package had actually been returned to MnS on ¹⁄₀₅ due to UPS being unable to find the address.
We spoke with UPS to confirm that they had the correct address and show them that it was easily visible from the street (HUGE sign on the side of a building) using Google Streetview, and they admitted their mistake and offered to re-​ship for free.
So we returned to MnS to retrieve the package they had told us was «delivered» despite them having recovered the package four days prior to our initial inquiry and the UPS tracking system explicitly documenting the package’s return voyage from LA to Mail n’ Such.
Upon asking them for the package we were told that when UPS returned it to them, that an animal seemed to have gotten into the package and destroyed everything, so they threw it away – and that they tried to call us, but our number wasn’t right (They wrote the last digit incorrectly).
At this point, despite having told the MnS employee that UPS had offered to re-​ship for free due to their error, she attempted to charge us $ 10 to cover what UPS charged her for the return package.
So basically, she told us that we owed her because UPS messed up the delivery and destroyed our package, while she made matters worse by writing our phone number wrong and throwing our package in the trash so we couldn’t file a claim! The least she could have done was taken a photo of the package so that at least she could prove to us the fate of the package – much less UPS.
…and she explicitly said she would not assist us at all unless we paid her those $ 10 – despite the fact that any claim would most likely include the $ 10 UPS charged her for their mistake.
Upon speaking with the owner’s daughter, we were told that they would file a claim, and that they might give us a refund, but it would take «weeks» while UPS decides. (Mind you, UPS already told us, «no package, no claim.») It was a Saturday, so she promised we’d hear from her mother about starting the claim the following Monday. Needless to say we feared we were just getting the run-​around and it’s been more than a week with no sign of contact.
Of course, their involvement could have been entirely avoided had they written the return address we gave them on the package instead of their own address…
So, as advice to MnS:
1. Repeat phone numbers back to the customer when you take them, that way we know you’ve got them right and you can’t say you «tried» to contact us if something went wrong.
2. Use the customer’s return address when possible – that way you don’t need to worry about paying returned package fees, filing claims on damaged packages, etc.
3. Don’t tell people their package was delivered if the tracking system says you signed for it four days prior.
4. Don’t throw away damaged packages without documenting the damage. Considering that the package suddenly went from «delivered» to «returned destroyed» it could do much to help a customer actually believe the yarn you’re spinning. For all we know, you could have automatically (and erroneously) assumed the shipping mistake was our fault and thrown the package away immediately just to spite us.
5. Don’t tell us you’ll file a damage claim if you aren’t going to. Since a claim would result in both our parties being reimbursed, any sign of unwillingness to do so seems only to suggest that either you know you can’t do so after having thrown the package away – or, at worst that you weren’t truthful about the package being damaged in the first place.
6. This last point I’d really like to stress. Do not EVER automatically assume the customer made a mistake, especially without checking the facts or speaking with them first. If that’s too hard, then make sure the next time you insist irrationally that someone fork over $ 10 for a fee UPS charged you, that you at least haven’t already been told that UPS admitted it was their mistake. It might even be a good idea to check an address for validity yourself before paying UPS for a returned package. It doesn’t take a rocket scientist to conclude that your customer doesn’t owe you money if UPS makes a mistake, and making any such suggestion is extremely rude and ignorant.