Last Saturday morning March 13th, I shipped a box to Guyana from Laparkan’s 191 street offices in Jamaica Queens. I used was one of the flat rate boxes. A few days before that I had gone into Laparkan to collect the box and was told 99 dollars to ship to Guyana. On prior occasions, when I shipped to Guyana through Laparkan, the packages always got delivered to the intended address without any complications or questions asked about door to door service.
Today March 19th I received a call from my relatives that Laparkan will not deliver the box from their Georgetown headquarters to the intended address in Crabwood Creek Berbice because I did not pay the door to door shipping fees. All I had paid for was the box to ship to the headquarters in Georgetown. After hanging up the phone I called Laparkan’s Jamaica avenue office and spoke to a representative who confirmed that I did not pay the door to door fees. I asked how come I was not informed by the customer service rep at the time of shipping last Saturday that my package was not going to be home delivered.
The rep who spoke to me apologized on behalf on behalf the individual that neglected to share this critical information. I was then informed that that if I wanted the package to be home delivered, I now have to come back into Laparkan and pay the delivery fee of $45.00 to have the company take it down to Berbice. If I did not pay the fee then someone has to go to Georgetown and collect the box with cost about $50.00 in transportation from Crabwood Creek to Georgetown and back.
My troubles did not end there. The package is in the name of my mother-in-law who has much physical difficulty traveling long distances. From Crabwood Creek to Georgetown will absolutely become a nightmare. So my father-in-law went today to acquire the package but no avail, he came home empty handed because Laparkan will not release the package to him although his Identification had matching last name as that of my mother-in-law.
To rectify the problem, I now have to go into Laparkan and pay $50.00 for them to make a name change approval on the package before my father in law can get access to it. The company will not accept my receipt, identification or credit card via fax. While I can say I understand and respect the policies of Laparkan shipping, I also do understand the value of a dollar and the importance of time.
What I am asking at this time of Laparkan is to take a strong initiative to properly train their service representatives in proactive communication styles. This type of training would work wonders for this company as communication is always the key to better customer relationship. As in the recent case with King Solomon shipping, many customers voiced their complaints on this blog which prompted King Solomon to respond proactively.
As a company that has been in business for over 25 years, Laparkan has a long standing relationship with the Caribbean community and I do hope this relationship only grows. At the same time I hope Laparkan takes this example and learn from it as it would be beneficial to customers that utilize their shipping services.