joseph L.
Waiting on delivery is painful
I just think Rackup&go did not try to help with delivery issues with fedex . Rack up has a fed ex rep that could have made my second delivery a little less painful if they called them . The first delivery had me in my home requiring a signature for 11 hours . That’s not acceptable . The second delivery also late had me at home for 7 hours it also required a signature. People do not have time to wait in their homes for that length of time . There needed to be some type of accountability on rack ups part . Their attitude give us a bad review and we will respond . They also prevented me from reviewing them on the shop app .
Reply from RackUp+GoJun 3, 2024
Hi Joseph, we're sorry to hear you weren't satisfied with our service, or the carrier's service. In looking back at the correspondence, here is what we uncovered: - You ordered on May 23 at 12:30pm. We shipped the order on 5/24 at 10:27am. - We notified you that the first part of the shipment was out for delivery on 5/29 at 8:56am. - You contacted us that same day at 2:50pm stating that you were upset that you had to wait for the carrier to arrive. - We stated that you most certainly don't have to wait. Waiting for your package is a choice. If you don't want to wait around for your package to arrive, and still want to be safe and secure with the delivery, you can also have packages held at your nearest FedEx location so you can pick up whenever is convenient for you. We also stated this in our correspondence. - At 6:05pm the same day, you contacted us again, stating that you wanted us to refund your money as you were still waiting for the package to arrive. - At 7:40pm, the package arrived, and you demanded an update on your second package. - Out of business hours, we responded within a couple minutes and provided the tracking link for you, which was already in your inbox. - On 6/2 at 6:41am, the second package was loaded for delivery. - Again, you contacted us the same day at 12:36pm stating your anger once again that you had to wait for them arrive with your package, while making threats of no repeat business and negative reviews while using profanity. - At 8:34pm that same day, your package arrived. While we understand that FedEx or UPS delivery times can be frustrating sometimes, we of course ask that their service isn't reflected on our reviews as we cannot control another company. What we can do is try to help, which is what we did in this scenario. Additionally, there seems to have been no delays in the timeline of your deliveries. The packages were delivered on the days that FedEx estimated that they would be delivered. This review seems to be centered around frustration associated with your choice of waiting for your packages to arrive. As mentioned, this is not a requirement, and not something we ask our customers to do. Waiting by your door on delivery day is a choice. We are not sure what the issue is regarding the Shop app that you claim, but we of course can't control whether or not you leave us a review on any third party platform. To troubleshoot issues with your Shop app, please contact Shopify.