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Ceiling mount Shipping Issues |
January 21, 2015 |
| Reviewer:
John Gardner from Vallejo, CA United States
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We love our new ceiling mount STATS pro-rail/flat system. It looks professional, was easy to install, and looks great on the wall.
The item was damaged in shipping and was severely bent. Addititionally, despite paying $12.00 for additional shipping, we owed another $12.00 to the USPS to have it delivered. Both of these issues cause some alarm and concern with dealing with STAS. If we had more time I would have rejected the package and not paid for it.
Other than that, the item is great. I may just pick up the items in person in the future.
EMAIL REPLY FROM From: Customer Service [mailto:info@staspicturehanging.com]
Sent: Tuesday, January 20, 2015 5:09 PM
Subject: postal charges Re: Order number 198 received
Hello Mr. Gardner,
I was looking through our customer reviews this today and came across yours, describing your difficulties with order 198 from December (attached below). The shipping for the package was prepaid in full, anything you were charged by the post office was most likely charged by mistake. I contacted the postal service regarding this issue and the clerk told me that you would have been issued a receipt with the motive for the charge. The postal clerk looked over what I paid online for this shipment, including the weight and dimensions (3 lb, 79"x4x4) and deduced that although I paid the correct amount, the Vallejo post office most likely mistakenly charged you their balloon fee of $12.20. If that is the case then you are entitled to have their charges reimbursed. I was told that unfortunately, I cannot start this process because it would have been the Vallejo post office that made the mistake.
The postal clerk informed me that you would need to present your post office with your receipt, the tracking number (9405503699300435187269 - see attached), and the package weight and dimensions (also attached, indicates weight of 3 lb and measurements of 79"x4x4). They should then promptly reimburse any fees you paid them because I had already paid the full fee for this shipment, and they will be able to verify this both through their system and through the payment confirmation attached below.
As for the bent rail, I will proceed to file an insurance claim. You may be asked to show the original packaging and bent rail to a postal worker. Once and if the claim is approved, I will contact you and either refund you the cost of the rail or send you a new one, free of charge- whichever your preference may be.
Please let me know if there is anything else I can do to help- I am really sorry that you were both charged erroneously by the post office and that the package was damaged in transit.
Elizabeth Robison
Customer Service
From: "John Gardner"
To: "'Customer Service'" <info@staspicturehanging.com>
Subject: RE: postal charges Re: Order number 198 received
Date: January 20, 2015 at 5:55:35 PM PST
Ms. Robison, thanks for all the work that you have done to track this issue down. A couple of things you should be aware of before proceeding.
- My wife had to pay the post office carrier on the spot to release the item to us, no receipt was provided.
- We installed the rail as is, and did our best to bend it back into a workable shape. After our adjustments, the rail installed with minimal appearance issues.
- We did not save the package showing the damage.
Because we were hosting guests for our Christmas we really had no choice by to move forward with the installation. We love the product, and the appearance that it provides for our large piece in our dining room, we were just disappointed with the shipping and damage.
We will certainly be back in the future.
Kudos to you for reaching out to us so far after our purchase.
Regards,
John Gardner
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