Reply from LiftModeMay 30, 2015
Hi Daniel,
Thanks for letting us know about your experience. We take to heart your clear message that we didn't help you with your shipping delay and tracking question the way you were hoping and expecting from us.
One of our challenges with USPS (Postal Service) shipments, is our experience of how rare it is that we are to get help from the Post Office in tracking down or re-routing lost or misrouted shipments. This is especially true for their 1st Class shipping service.
Many hours and heaps of effort have been devoted to working with USPS customer support, but the number of problems solved compared to the time and effort consumed has been meager. We truly care about helping with ALL shipments and ALL orders.
For example, with our FREE UPS Ground shipping (which costs $11+ for us to provide), we are freed up to do a great deal to help out with delayed or misrouted shipments, because UPS has well functioning tracking, tracing, and customer service capabilities.
With our USPS 1st Class shipments, the limitations you felt are not coming from a lack of our desire to help, or lack of valuing your order and support, but mostly from the inherently untracked, economy nature of 1st Class shipping, and the limited capability of the Postal Service to provide timely or useful customer support to ordinary small business shippers like us (even for Priority Mail shipments).
But, no excuses - we will try to improve how we help with delays and tracking problems for USPS 1st Class Mail. Rather than explaining the limits of USPS shipping and tracking, we'll do our best to inquire with USPS on our customers behalf, and hope that we are eventually able to provide helpful news when we hear back.
Mark, LiftMode