Horrible, made excuses and lied I called due to a package never being delivered. I was told by the agent on the phone that overall would handle the whole process. As I continued to speak the agent he advised his team was working on the issue and the they were in the process of contacting the driver. As the conversation continued he kept reassuring "his team" was working on the issue and that one rail would replace and redeliver the product. I explained that I needed the product replaced as I have camera footage of my front door and the delivery never made to my address I further explained that the picture the driver provided of the delivery was taken from the street in the drivers vehicle and showed no package.. he again reassured me that onerail would take care of everything but kept giving vague answers to my questions. I asked to speak to a supervisor who was also not helpful. At that point the agent names Derick then changed his story stating that I call the physical store and that onerail could not make a claim without the store starting the process. I asked him to explain what had changed in the five minutes we spoke and immediately stated that this was the process. I asked about the replacement he promised and he changed his story stating that I would have to contact the store Derick attempted to get me off line sevrlerala times, but I insisted on speaking to a supervisor. As I waited for the supervisor derick continued to misinform me stating he was making contact with the driver. After several times of being put on hold a supervisor named Nuno answered and had no explination as to why I was lied to by Derick. Nuno did not seem interested in my concern. I asked to make a formal complaint and he advised he would listen to recording of the call. I asked for a follow up on his complaint and he advised there would not be one. Between my package not getting delivered and the complete misinformation I was given it seems that onerail is a fly by night company. I also discovered you only have 5 days to make a claim. Which means they were playing me along hoping the 5 days would expire and they would not be liable for the undelivered item. So at this point no claim was open, I never received my package, and now have to wait till the following business day to make a claim with the store. These are unfair business practices and onerail appears to be a shady company that uses uber drivers. the package was worth a couple hundred dollars and now I have to fight to get a replacement or a refund.
体験日: 13 February, 2025