I ship valuable items all around the US and world for that matter on an almost daily basis. I buy and sell high end art. Constantly using other Pakmail locations around the US and many other shipping companies. I met Steve and had him ship out a rather large item for me. After meeting him I was sure that I had found a local partner to take care of the larger and valuable items I ship. He saw my operation and knew the opportunity ahead for his business. After the first shipment went out with no issue I decided to bring him back for another. This time it was a large glass sculpture made by Chihuly. The piece was nearly 30" across. I was drawn to Steve after he told me that he was an expert in shipping large pieces of glass and is an excellent crate and package builder. It told him I would give him a shot on my next large piece. Long story short, the item arrived broken at my customers home. This was in a large create. A crate that is handled by people. Its my assumption that these people may have used gravity to help them move this large crate without forewarning. The nicely packaged item had not one fragile or glass sticker on the box warning someone that the contents were fragile. Not one indicator that what was inside was a 15k piece of fragile Chihuly glass. When this happened I wasn't able to get a hold of Steve. I sent him an email telling him of the horror that happened. He showed no remorse and told me that machines don't read labels. If you have been inside a fedex facility you will see there are human eyes and hands on the larger packages that don't fit on belts throughout the process of getting this to my customers home. Steve said he would put in the claim and since that time I have tried to call him and get a hold of him for nearly two months. Steve is shielding his calls through his office and won't take my call or return any of my messages. He won't answer my emails. Its my opinion that you should wait to judge a company until they give a response. After all we can't control everything, however we do have control in how we respond. After everything my company went through Steve doesn't have the decency to jump on a phone call. Right now the shattered piece is at my customers. This would be a great opportunity for him to mend the relationship and help me have the item picked up and disposed of. There are a lot of things Steve could do, however since something went wrong, his communication with me has completely stopped. The only person I can get a hold of is the lady at the office. From someone that ships constantly and has had issues in the past with shipments I can say that this is the worst response I have ever seen from a business. No response. Nothing. Not even a "I'm sorry" or lets work something out on the next package. At minimum, can I help you have the broken piece picked up at your customers home. Literally nothing. If Steve had picked up the phone once and talked to me I would have understood that mistakes happen. I don't review companies, I don't have time to. I felt I had to in this situation, I can't believe the total lack of customer service with this business. read more
