BBB investigates Austin shipping and delivery company

AUSTIN (KXAN) — Lacking presents, dropped deals and misleading tracking data just two weeks ahead of Christmas.

All those are frustrations KXAN is listening to from a number of viewers with regards to their new experiences with LSO/Lone Star Overnight shipping enterprise.

The photo earlier mentioned is what Cyn Taylor captured immediately after she went to the warehouse to consider to monitor down her bundle.

“I was appalled. I necessarily mean, it was now lousy when I saw how a lot of packages there had been. But then as I ongoing to generate and see how many were being unattended … these are people’s Xmas items,” Taylor reported.

Taylor advised KXAN she ordered a bundle in early November from Anthropologie and paid for overnight shipping. She stated her monitoring info showed it was picked up by LSO.

She referred to as and emailed the business several occasions and did not get a reaction. She claimed when two weeks handed, and the offer showed it was still sitting at the warehouse, she determined to go there.

“So when I drove up to the warehouse, there had been in fact two other men and women there, waiting around to obtain out if their packages were there as properly,” Taylor stated. “Whenever he went back to appear for mine, he also could not obtain my package deal.”

Extra than a thirty day period later on, she reported she nevertheless has not received it.

It is a equivalent tale for Brooke Hundley. Soon after recurring unanswered cell phone phone calls and messages to LSO for months, she stated she’s however ready on her package she purchased by way of Kohl’s but was delivered to LSO.

“It’s outside of aggravating. And it’s so unfair to so a lot of individuals that are making an attempt to get what they require for the vacation period. I do not want this corporation in a position to run. There is so several people that are having screwed about mainly because of the condition,” Hundley mentioned.

KXAN went to the warehouse to talk to someone about the claimed challenges and noticed there had been less offers outdoors than when Taylor frequented the warehouse.

In a statement, a LSO spokesperson informed KXAN they are conscious of the grievances and claimed provide chain troubles have brought on greater demand from customers.

“We are aware of an isolated quantity of buyer issues that have popped up a short while ago. LSO is dedicated to making certain the pleasure of every and each and every client, so this situation is a person that we just take exceptionally very seriously and are dedicated to correcting. The present-day difficulties in the source chain have impacted LSO and all other carriers, and the greater demand owing to the fast paced holiday break time has prompted additional challenges. During this getaway time, LSO procedures over 3.6 million deliveries, which is 50% larger than a regular month. Whilst we try to deliver excellent services and on-time deliveries to all consumers, that is not usually feasible. Any variety of grievances warrants motion from us, even if it is a extremely modest share of our general deliveries. To guarantee that we get this corrected for our shoppers, we have established up a committed telephone line and e-mail for individuals to report troubles to so that we can follow up with them in a well timed method. LSO is committed to ensuring that we are equipped to deal with the unprecedented quantity of deals that are currently being sent in the course of this peak period and are actively performing to ensure that purchaser worries are dealt with.”

LSO Spokesperson

The variety and e mail to report problems to is: [email protected] and (214) 838-3121.

The Improved Business Bureau advised KXAN it is investigating the company, which has a 1.04 star and 299 complaints on the BBB’s web site. The company started off its investigation in November after complaints about missing or misplaced packages and misleading monitoring information and facts. According to the BBB:

  • Individuals allege the company is both late on the supply of items or fails to provide merchandise. Several complainants said they did not get monitoring data or obtained monitoring facts that is incorrect or deceptive.
  • People allege the business enterprise fails to present promised support or assistance for products or services. Grievances point out the business provides dates that consumers can anticipate their items, but items do not get there or are noted lost by the business.
  • Buyers also condition they have to preserve achieving out the business to stick to up on problems, encounter extended keep instances and/or disconnected calls when making an attempt to attain the business enterprise. People also said they are not instructed in which to locate “lost” orders or when they can assume to acquire them.

The BBB stated in late November, the small business stopped responding to its requests to handle particular person client issues. The agency claimed the business was beforehand responsive to BBB procedures. 

The BBB submitted a prepared request to the corporation seeking extra details, which includes how they intend to address the sample determined in buyer grievances and buyer evaluation facts.

KXAN attained out to Texas Attorney General Ken Paxton’s Office to see if an investigation is underway.