NBC 5 Responds has been inundated with complaints from North Texans who say they placed orders for the vacation that were shipped by Austin-based LSO / Lone Star Overnight but still haven’t received their packages.
With all the talk about supply chain grunts and staff shortages, Victoria Jones decided to end her holiday online shopping early, well before Thanksgiving.
âI just wanted to have these things before Christmas,â said Jones, who lives in Bedford.
She purchased items from two separate retailers, both of which shipped with LSO. And of the four packages she was waiting for, two were delayed and one is still missing.
âNothing is happening. Nothing is happening,â Jones said.
Jones is not alone, NBC 5 Responds has received more than 25 complaints from North Texans about their missing packages and frustrating efforts to get a live LSO representative on the phone for help.
An Aledo viewer emailed to say that LSO reported a $ 1,500 designer bag as “delivered,” but it never actually showed up. Others complain that it is impossible to track packages or file complaints.
âI tried calling four times,â Jones said. âEach time I selected 1 to track the package, I was automatically logged out four times,â Jones said.
Will Parker ordered the latest Xbox from a popular retailer on November 12.
He received a notice that it had been shipped to his Colleyville home, but weeks later, nothing. He also tried calling LSO.
âAlmost every day or every other day for about two weeks on hold. When you’re on hold with them, at least in my experience, it would take about 25 minutes and then the call disconnects, âParker said.
Tom Diamond and his wife ordered on November 23. On November 26, he received a message saying the package had been delivered to his home in Aledo.
âI went back and looked, because we have a camera on the front door, and we had a date and everything, and there’s no delivery at that point,â Diamond said.
Diamond contacted the retailer, who shipped another package using a different company.
âSo we got it from FedEx in two days, no problem at all,â Diamond said.
After looking at reviews of LSO online, Diamond says the experience made him suspicious.
âSo you expect things to happen, and you rely on a delivery service to actually deliver the product, and they just have a reputation for not delivering at all,â Diamond said.
NBC 5 Responds has reached out to Lone Star Overnight for answers.
In an email, a spokesperson for the company wrote:
âWe are aware of an isolated number of customer satisfaction complaints that have arisen recently. LSO is committed to ensuring every customer’s satisfaction, which is why we take this issue very seriously and are committed to fixing it. Current supply chain challenges have impacted LSO and all other carriers, and increased demand due to the peak holiday season has caused additional challenges. During this holiday period, LSO processes more than 3.6 million deliveries, which is 50% more than a normal month. Although we strive to provide exceptional service and on-time deliveries to all customers, which is not always possible. Any number of complaints warrants action on our part, even if it is a very small percentage of our overall deliveries. To make sure this is fixed for our customers, we have set up a dedicated phone line and email address for people to report issues so that we can follow up on them in a timely manner. 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 that we are actively working to ensure that customer concerns are addressed. “
LSO also gave NBC 5 Responds new contact information for those who need help tracking their packages.
The Better Business Bureau published on its website that it is reviewing Lone Star Overnight’s business practices due to a large number of complaints and bad customer reviews.