![]() When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.īBB Business Profiles generally cover a three-year reporting period. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. KXAN reached out to Texas Attorney General Ken Paxton’s Office to see if an investigation is underway.BBB Business Profiles may not be reproduced for sales or promotional purposes.īBB Business Profiles are provided solely to assist you in exercising your own best judgment. The BBB submitted a written request to the company seeking additional information, including how they intend to address the pattern identified within consumer complaints and customer review data. The agency said the business was previously responsive to BBB processes. The BBB said in late November, the business stopped responding to its requests to address individual consumer complaints. Consumers also stated they are not told where to locate “lost” orders or when they can expect to receive them. Consumers also state they have to keep reaching out the business to follow up on issues, experience long hold times and/or disconnected calls when attempting to reach the business.Complaints state the business gives dates that consumers can expect their products, but products do not arrive or are reported lost by the business. Consumers allege the business fails to provide promised assistance or support for products or services.Several complainants stated they did not receive tracking information or received tracking information that is incorrect or misleading. Consumers allege the business is either late on the delivery of products or fails to deliver products.The agency started its investigation in November after complaints about missing or lost packages and misleading tracking information. The Better Business Bureau told KXAN it is investigating the company, which has a 1.04 star and 299 complaints on the BBB’s site. The number and email to report issues to is: and (214) 838-3121. LSO is committed to ensuring that we are able to handle the unprecedented volume of packages that are being delivered during this peak season and are actively working to ensure that customer concerns are addressed.” LSO Spokesperson To ensure that we get this corrected for our customers, we have set up a dedicated phone line and email for people to report issues to so that we can follow up with them in a timely manner. Any number of complaints warrants action from us, even if it is a very small percentage of our overall deliveries. Although we strive to provide exceptional service and on-time deliveries to all customers, that is not always possible. During this holiday season, LSO processes over 3.6 million deliveries, which is 50% higher than a normal month. ![]() The current challenges in the supply chain have impacted LSO and all other carriers, and the increased demand due to the busy holiday season has caused additional challenges. LSO is committed to ensuring the satisfaction of each and every customer, so this issue is one that we take incredibly seriously and are committed to correcting. “We are aware of an isolated number of customer complaints that have popped up recently. In a statement, a LSO spokesperson told KXAN they are aware of the complaints and said supply chain issues have caused increased demand. KXAN went to the warehouse to speak to someone about the reported issues and saw there were fewer packages outside than when Taylor visited the warehouse.
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