LPS Customer Service / Mail Question

[Stack]

Okay.. yes, this is my first post and yes it is not the most positive thread in the world but I thought I should share my experience (even though they are a sponsor). I have been lurking here for a while and REALLY appreciate everyone that adds to this site.

Anyway, I ordered a "kit" from LPS that included a DVD, a Book, and a small pick set. Nothing fancy. The order shipped out via UPS lightning fast and arrived the exact day I expected it to. The problem I had is that my package was opened and everything except the picks was still in the padded envelope.

I immediately inspected the envelope and the return address has in all CAPS: LOCKSMITH PARTS & SUPPLIES. Part of the reason I ordered from them to begin with was that their FAQ states that "L.P.S." will be shown on the return address.

You can verify that here: http://www.lockpickshop.com/CS.html#Package%20Markings

I can almost live with that. Either some shady UPS guy stole my pics or the package was never sealed fully and the picks fell out.

Has anyone ever had their mail opened here? I'm curious.

I have tried to contact LPS for 5 days now with no return to emails, their "live" chat on the site, or their customer service online request form.

I do almost all of my shopping online (I have too many hobbies) and the fact that they have a phone number "for odering purposes" only almost convinced me to order elsewhere. I should have went with my gut feeling on this one.

To sum up: If you want UPS to know what you are ordering and if you don't need customer service, then LPS is a great site. I'm moving on.

Keep in mind - I am one person and this was my first order. I am sure they have thousands of success stories. I guess I am just throwing some caution out there. Hopefully this thread doesn't get squashed.

[RangerF150]

I've not done business with them in sometime, however when I did, I was very happy.
All orders arrived on time and intact and LPS was on the label and that was all.
Your experience and the experience of another poster seem to indicate that their service is currently lacking.

[Stack]

Thanks for the response Ranger. I fully expect an occasional "oops" with as much online purchasing that I do. A reply of "sorry - you're out of luck" would even have made me feel better.

Oh well, lesson learned.

I think I am more bothered by the fact that my package was opened though. It's driving me nuts actually.

Again - thanks for your response.

[Stack]

Thanks for the response Ranger. I fully expect an occasional "oops" with as much online purchasing that I do. A reply of "sorry - you're out of luck" would even have made me feel better.

Oh well, lesson learned.

I think I am more bothered by the fact that my package was opened though. It's driving me nuts actually.

Again - thanks for your response.

[Stack]

Hello all..

Just an update to this thread as it is only fair to LPS.

6 Days after I sent my first email to customer service I received a response. The email stated

"We receive over 800 customer emails each and every day. We try our very best to handle them all as quickly as possible but sometimes it takes a few days for us to be able to get back in touch."

After several more emails and to their credit, they promised to ship out the missing item. They did ask me to save the opened package in case UPS wants it.

The item shipped the next day via USPS (even though I requested no USPS) but at least it's on it's way.

They also responded that they would change their FAQ about the return address issue and that LPS was for foreign orders. I checked their website and they did make the change.

I'm guessing it all boils down to staffing issues. Unfortunately, that became my problem too.

In the end, LPS did rectify my problem.

Hope this helps

-Stack

[RangerF150]

Good to hear
I always use USPS for just about everything, they are just as fast and I never had a package go missing. I had to use DHL on a recent order and it was a joke!

Enjoy your picks

[lockpick1968]

I use USPS or UPS for all my orders sending or receiving!