After experiencing difficulties with a previous service, I transitioned to a new provider and found that although the costs were higher, the support tailored for smaller businesses has been beneficial for me. They have managed returns significantly better than my previous experience, which is a definite advantage. However, their dependence on discount carriers and limited customization options have created considerable stress. I upgraded from their basic service to a more standard option, expecting a better experience, but they continue to use a carrier that has caused numerous shipment issues. I've faced persistent problems with this carrier, and there has been no progress in addressing my concerns about their usage for my packages. Moreover, their policy regarding lost items is vague. I've encountered several items that never received an initial scan, and I've not received a clear response about potential reimbursement, considering there's no proof the package was handed over. In these situations, I often have to send replacements to my customers at my own cost—no reimbursement for the lost item, the unused shipping label, or the replacement shipping. Given that the items I send are somewhat costly, these expenses accumulate. I've also encountered several challenges when booking freight. They provide a form for freight shipments, but responses are only forthcoming if a support ticket is opened. There have been instances where freight was booked without my confirmation, leading to unexpected pickups with no necessary documentation. Recently, they arranged freight without relaying my instructions about equipment requirements, but thankfully, the driver managed to find a solution. I hope they can enhance their communication on these matters so I can deliver a higher quality service to my customers.
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