BBB investigates Austin shipping company
AUSTIN (KXAN) – Missing gifts, lost packages and misleading tracking information just two weeks before Christmas.
These are frustrations KXAN hears from many viewers regarding their recent experiences with LSO / Lone Star Overnight.
The photo above is what Cyn Taylor captured after heading to the warehouse to try and locate her package.
âI was appalled. I mean, it was bad enough when I saw how many packages there were. But as I continued driving and saw how many were unattendedâ¦ these are people’s Christmas presents, âTaylor said.
Taylor told KXAN that she ordered a package in early November from Anthropologie and paid for overnight shipping. She said her tracking information showed it had been recovered by LSO.
She called and emailed the company several times and got no response. She said when two weeks passed and the package showed it was still in the warehouse, she decided to go.
âSo when I went to the warehouse, there were actually two other people there, waiting to see if their packages were there too,â Taylor explained. “Every time he came back for mine, he couldn’t find my package either.”
Over a month later, she said she still hadn’t received it.
It’s a similar story for Brooke Hundley. After repeated unanswered phone calls and messages to LSO for weeks, she said she was still waiting for her package which she ordered through Kohl’s but was shipped to LSO.
âIt’s more than frustrating. And it’s so unfair to so many people trying to get what they need for the holiday season. I don’t want this business to be able to function. There are so many people being screwed over because of the situation, âHundley said.
KXAN went to the warehouse to speak to someone about the reported issues and found that there were fewer packages outside than when Taylor visited the warehouse.
In a statement, an LSO spokesperson told KXAN he was aware of the complaints and that supply chain issues had resulted in increased demand.
âWe are aware of an isolated number of customer 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 season, LSO processes more than 3.6 million shipments, which is 50% more than a normal month. While we strive to provide exceptional service and on-time deliveries to all customers, this is not always possible. Any number of complaints warrant action on our part, even if it is a very small percentage of our overall deliveries. To ensure that we are correcting this issue for our customers, we have implemented a dedicated phone line and email address for people to report issues so that we can follow up with them in a timely manner. LSO is committed to ensuring that we are able to handle the unprecedented volume of packages delivered during this peak season and is actively working to ensure that customer concerns are addressed. “
The number and email address to report issues to are: [email protected] and (214) 838-3121.
The Better Business Bureau told KXAN it is investigating the company, which has a 1.04 star and 299 complaints on the BBB site. The agency began its investigation in November after complaints about missing or lost packages and misleading tracking information. According to the BBB:
- Consumers allege that the company is late in delivering the products or is not delivering the products. Several complainants said they had not received tracking information or received incorrect or misleading tracking information.
- Consumers allege that the company is not providing the promised assistance or support for the products or services. The complaints indicate that the company gives dates when consumers can expect to receive their products, but the products do not arrive or are reported as lost by the company.
- Consumers also say they should continue to contact the business to follow up on issues, experience long wait times and / or disconnected calls when trying to reach the business. Consumers also said they are not told where to find “lost” orders or when they can be expected to receive them.
The BBB said in late November that the company had stopped responding to its requests to deal with individual consumer complaints. The agency said the company was previously sensitive to BBB processes.
The BBB has submitted a written request to the company for additional information, including how it intends to deal with the pattern identified in consumer complaints and customer review data.
KXAN contacted the office of Texas Attorney General Ken Paxton to see if an investigation was underway.