CHARLOTTE, NC (WBTV) — This Christmas, you’re going to have to rely on more than Santa Claus to get your presents on time. The United States Postal Service estimates it will deliver nearly 950 million packages during the holiday season.
But there are plenty of other delivery companies too, and a WBTV investigation raises questions as to why one of them frequently has customers complaining about their high-value products disappearing.
J. Edwards ordered a new XBOX for her husband, but if she had just bought coal instead, it would have been a better outcome.
“Oh, we’re so sorry to have lost him,” Edwards told WBTV.
Edwards ordered the XBOX Series X through Walmart, and if you’ve ever tried to do so, you’ll know it’s not easy to get one.
“I literally ran up and down the steps and ran around the house, got it, got it,” Edwards said.
But soon the delay notifications started coming in.
“I clicked on the tracking link and that’s where I actually saw Lasership,” Edwards said.
Lasership describes itself as a dependable last-mile delivery company and works with many top brands, including Walmart.
But they’ve also racked up a swarm of complaints online, with more than two thousand filed with the Better Business Bureau.
WBTV’s survey revealed a trend among North Carolina consumers. Of 10 complaints filed with the North Carolina Attorney General’s office against Lasership in the past year, eight of them relate to a missing game console like XBOX or PlayStation or Nike shoes.
“My kids, they love Jordans, so I said I was going to get a pair,” Paulita Reed said.
Reed ordered new Jordans through the Nike store, but they were never delivered by Lasership, even though she received a notification that they were dropped off just a minute after they left for delivery.
“The warehouse is at 28214. I’m staying at 28206. There’s no way there’s no way to get from here to Camp North End in a minute. So it’s impossible,” said Reed.
Nike offered him a refund but Lasership did not.
Edwards said a playmat she ordered for her child appeared to have been opened and, according to Lasership, had never even been delivered to her home.
“It’s like somebody looked at it and said, oh, I don’t know what it is, I don’t want him to put it back in the box and ship it,” Edwards said.
Edwards says Lasership gave him a fifty dollar gift certificate for the XBOX which never showed up.
WBTV has reached out to Lasership to ask them about the missing packages and if there are any internal theft issues. The company did not respond to most of the questions posed, but provided a statement.
“Our top priority is and always has been our customers, and we share their frustration with missing packages. We strive to ensure that every package we dispatch reaches its destination and encourage customers with any issues to contact our customer service team via www.lasership.com. Our team works around the clock to ensure that packages move through our network as quickly and safely as possible.
WBTV has also contacted major brands that use Lasership such as Nike and Walmart who use Lasership despite the large number of complaints online.
As of this afternoon, we have not received a response for this story.
“Why are they still using it? You can’t say you don’t know what’s going on because I alone know I’m making sure you know I’m unhappy,” Edwards said.
“I feel like they just have to stop using them at this point because who else is going to have to lose something?” Reed told WBTV.
WBTV also noted that the company had an A rating on the Better Business Bureau despite a one-star rating from customer reviews. We spoke with a BBB rep who said that customer reviews and their ratings are two different systems and even though Lasership has over 2,000 customer complaints they are working hard to resolve them even if it doesn’t end always by making the customer happy.
Copyright 2021 WBTV. All rights reserved.