[Resolved]  M / S Overnite Express Ltd, Domestic & International Couriers — Non-delivery of consignment

Address:

Thane, Maharashtra

Subject: Non-delivery of consignment No.[protected]

The above consignment was sent to me by M/s LIC of India through M/s Overnite Express Limited.

On tracking the status of the consignment on their website, it was observed that the same was sent back to origin due to no service for destination.

On 7th March 11, I sent an e-mail to M/s Overnite Express Ltd – to their head office at New Delhi as also to their local Mumbai Office. I requested them to let me know why their local Mumbai representative accepted the consignment meant for a location which is not within their service area.

I feel that having accepted the consignment, (knowingly or unknowingly that it was meant for a no-service destination) from the origin and got paid for the same, it was their responsibility to deliver the same to my address. If my address is not within their service area, then they had no business to accept it from the origin. If they had not accepted the consignment LIC would have sent it through another courier or through post.

I received three emails from their local Customer Care Manager, none of which answered my query as regards why the consignment meant for no-service area was accepted by them. The replies are as follows:

Reply on 7th March: "Please note since there is no service on given address the same has been return back to the shipper".

Reply on 10th March: "Please note since this shipment was return back to the shipper on 25th Feb this shipment will be forwarded to you through mail".

Reply on 11th March: "As discussed with the team LIC was intimated earlier that we do not serve your area as its very interior area at Nallasopara although shipment was booked on 23rd Feb and was return back to LIC on 25th Feb saying no service. You are requested to please take up with LIC in this regard".

The Customer Care Manager also spoke to me on phone. But till date she has not answered my query as regards why the consignment meant for a non-service area was accepted by them in the first place.

The consignment contained some important document which had to be returned by 8th March 2011. I was just lucky to get the consignment through another courier on 8th March and somehow managed to submit the same before the expiry of the time limit.

Incidentally the above is not the first incident of accepting consignment meant for no-service destination. In the month of January 2011, M/s Overnite Express had accepted another consignment meant for me. Their LIC Contact Person initially refused to deliver it to my address. He even advised me to visit his residence to collect the consignment. On my taking up the issue with the LIC in time, the courier was compelled to deliver the consignment to my address.

It may be mentioned that the above Contact Person resides at Nallasopara and knows very well that my address does not fall within their service area. Inspite of this, he accepted both the consignments.

If such incidents can happen to me twice in a span of two months, I can image the number of other customers being taken for a ride by M/s Overnite Express Limited.

Alex