Summary: Three bags were shipped from Boston to Los Angeles
on 7/27/13. As of 8/26/13 two bags are missing. I have made every attempt to
locate my luggage, including several phone calls, office visits and submitted
two messages via Greyhound’s website. I have also submitted a form for a refund
for the shipping cost and a Lost Items Form for reimbursement. No one from
Greyhound has reached out to me to resolve this matter.
History:
7/27/13 - I shipped three suitcases from Boston, MA to North
Hollywood, CA. I was told that the ETA was 4-7 days. I was given a tracking
number so that I could track my items online.
7/31/13 - I visited Greyhound's website to track my items.
Below is the information that was provided. This system has not been updated in
almost one month. The information given today 8/26/13 is the exact information
that was provided on 7/31/13.
Tracking Number
|
|
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1.
|
GLI3070521674
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Phone log of calls placed to Greyhound offices.
*There is a gap between the dates of 8/17/13 – 8/26/13
because I had visited the North Hollywood station and was advised to leave it
alone for awhile and wait for someone
to contact me.
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CALL #
|
DATE
|
TIME
|
PHONE
|
DESTINATION
|
MINUTES USED
|
Greyhound Office
|
CONVERSTION SUMMARY
|
1
|
08/01/13
|
3:54 PM
|
800-739-5020
|
Toll Free Call,
|
9
|
Greyhound, Customer Service Headquarters
|
Location of items unknown
|
2
|
08/01/13
|
4:26 PM
|
818-761-5119
|
NO HOLLYWD,CA
|
3
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD
North Hollywood, CA 91601
|
I was told that my Items hadn't arrived and that the
pieces might have been separated while in transit and
that they will phone me
when all three pieces arrive.
I requested to be notified as soon as the first bag arrives and
that I was willing to make several trips to the station to collect my bags.
They said that bags are received throughout the day
and I could call back later.
|
3
|
08/01/13
|
5:44 PM
|
818-761-5119
|
NO HOLLYWD,CA
|
3
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD
North Hollywood, CA 91601
|
Items haven't arrived
|
4
|
08/01/13
|
7:22 PM
|
818-761-5119
|
NO HOLLYWD,CA
|
2
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD
North Hollywood, CA 91601
|
Items haven't arrived
|
5
|
08/02/13
|
12:29 PM
|
818-761-5119
|
NO HOLLYWD,CA
|
1
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD
North Hollywood, CA 91601
|
One bag arrived. They had no explanation for not
phoning me if a bag
arrived, per my previous request.
|
6
|
08/03/13
|
8:20 AM
|
800-739-5020
|
Toll Free Call,
|
1
|
Greyhound, Customer Service Headquarters
|
Location of items is unknown.
|
7
|
08/03/13
|
9:04 AM
|
800-739-5020
|
Toll Free Call,
|
1
|
Greyhound, Customer Service Headquarters
|
Location of items is unknown.
|
8
|
08/03/13
|
9:07 AM
|
800-739-5020
|
Toll Free Call,
|
1
|
Greyhound, Customer Service Headquarters
|
Location of items is unknown.
|
9
|
08/03/13
|
9:09 AM
|
818-505-1603
|
NO HOLLYWD,CA
|
3
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD
North Hollywood, CA 91601
|
Items are not at this location.
|
10
|
08/03/13
|
4:25 PM
|
818-505-1603
|
NO HOLLYWD,CA
|
2
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD
North Hollywood, CA 91601
|
Items are not at this location.
|
11
|
08/03/13
|
7:18 PM
|
818-505-1603
|
NO HOLLYWD,CA
|
5
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD
North Hollywood, CA 91601
|
Items are not at this location.
|
12
|
08/05/13
|
11:58 AM
|
800-739-5020
|
Toll Free Call,
|
10
|
Greyhound, Customer Service Headquarters
|
Location of items is unknown.
|
13
|
08/05/13
|
7:18 PM
|
818-505-1603
|
NO HOLLYWD,CA
|
1
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD
North Hollywood, CA 91601
|
No answer
|
14
|
08/06/13
|
1:46 PM
|
818-505-1603
|
NO HOLLYWD,CA
|
1
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD
North Hollywood, CA 91601
|
No answer
|
15
|
08/07/13
|
11:23 AM
|
800-739-5020
|
Toll Free Call,
|
12
|
Greyhound Customer Service
|
Location of items unknown. They will place a trace on
items and someone would email me within three days
with a status report and
I would receive via email a
form to request reimbursement. I did receive the form
via email, but never
received a status report.
|
16
|
08/07/13
|
5:29 PM
|
818-505-1603
|
NO HOLLYWD,CA
|
2
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD
North Hollywood, CA 91601
|
Items haven't arrived
|
17
|
08/08/13
|
1:53 PM
|
818-505-1603
|
NO HOLLYWD,CA
|
2
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD
North Hollywood, CA 91601
|
Items are not at this location.
|
18
|
08/09/13
|
5:22 PM
|
818-505-1603
|
NO HOLLYWD,CA
|
1
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD
North Hollywood, CA 91601
|
Items are not at this location.
|
19
|
08/10/13
|
11:34 AM
|
818-505-1603
|
NO HOLLYWD,CA
|
3
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD
North Hollywood, CA 91601
|
Items are not at this location.
|
20
|
08/10/13
|
4:16 PM
|
818-505-1603
|
NO HOLLYWD,CA
|
2
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD
North Hollywood, CA 91601
|
Items are not at this location.
|
21
|
08/11/13
|
10:18 AM
|
818-505-1603
|
NO HOLLYWD,CA
|
1
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD
North Hollywood, CA 91601
|
Items are not at this location.
|
22
|
08/12/13
|
11:51 AM
|
800-739-5020
|
Toll Free Call,
|
1
|
Greyhound Customer Service
|
No answer
|
23
|
08/12/13
|
11:53 AM
|
800-739-5020
|
Toll Free Call,
|
1
|
Greyhound Customer Service
|
No answer
|
24
|
08/12/13
|
11:56 AM
|
800-739-5020
|
Toll Free Call,
|
28
|
Greyhound Customer Service
|
Greyhound's new database is showing that the items
were delivered to the
downtown Los Angeles station
on Aug 1, 2013. I expressed disbelief that they could
have been sitting at that location for 11 days. She told
me to phone the downtown
Los Angeles station and to tell them
to look in the new computer system and that they should be able to track my
bags.
|
25
|
08/12/13
|
12:26 PM
|
213-629-8420
|
LOSANGELES,CA
|
2
|
LOS ANGELES GREYHOUND STA
1716 E 7TH ST Los Angeles, CA 90021 |
Employee doesn't know where the items are. He
remembered seeing several bags that were labeled for
North Hollywood the day
before and now they are no
longer in the warehouse
so they must have been
shipped out. However, the downtown station usually
don't ship to North Hollywood on Sundays because
the North Hollywood station closes early on Sundays. If they
mistakenly shipped on a Sunday and no one was there to receive them the items
would go to the next station. He told me to
contact San Fernando and
Palmdale stations.
|
26
|
08/12/13
|
2:46 PM
|
213-629-8420
|
LOSANGELES,CA
|
11
|
LOS ANGELES GREYHOUND STA
1716 E 7TH ST Los Angeles, CA 90021 |
Items are not at this location.
|
27
|
08/12/13
|
3:59 PM
|
818-505-1603
|
NO HOLLYWD,CA
|
5
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD North Hollywood,
CA 91601
|
Items are not at this location. The bags might have
looped around and ended up back in downtown
Los Angeles.
|
28
|
08/12/13
|
4:05 PM
|
213-629-8420
|
LOSANGELES,CA
|
3
|
LOS ANGELES GREYHOUND STA
1716 E 7TH ST Los Angeles, CA 90021 |
I phoned this location back to see what else could be
done. He said to submit a form to the main office for
a refund and that would prompt an investigation.
|
29
|
08/12/13
|
4:11 PM
|
818-898-3416
|
SNFN SNFN,CA
|
2
|
Greyhound, San Fernando, CA
|
Items are not at this location.
|
30
|
08/12/13
|
4:13 PM
|
661-947-9440
|
PLDL PLDL,CA
|
2
|
Greyhound, Palmdale, CA
|
Items are not at this location.
|
31
|
08/12/13
|
4:17 PM
|
661-947-9440
|
PLDL PLDL,CA
|
2
|
Greyhound, Palmdale, CA
|
Items are not at this location.
|
32
|
08/12/13
|
4:20 PM
|
213-629-8420
|
LOSANGELES,CA
|
4
|
LOS ANGELES GREYHOUND STA
1716 E 7TH ST Los Angeles, CA 90021 |
Followed up on previous phone calls to this office to
confirm that procedure for shipping to the
North Hollywood location
as the last conversation
didn't make sense. Do
they ship to North Hollywood
on Sundays or not? I'm
still not sure. I don't think that
the employee is either.
|
33
|
08/14/13
|
11:09 AM
|
800-739-5020
|
Toll Free Call,
|
17
|
Greyhound Customer Service
|
Location of items is unknown.
|
34
|
08/16/13
|
1:49 PM
|
800-739-5020
|
Toll Free Call,
|
1
|
Greyhound Customer Service
|
Location of items is unknown.
|
35
|
08/16/13
|
5:41 PM
|
818-505-1603
|
NO HOLLYWD,CA
|
5
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD North Hollywood,
CA 91601
|
Items are not at this location.
|
36
|
08/17/13
|
7:51 AM
|
800-739-5020
|
Toll Free Call,
|
1
|
Greyhound Customer Service
|
Location of items is unknown.
|
37
|
08/17/13
|
8:21 AM
|
800-739-5020
|
Toll Free Call,
|
1
|
Greyhound Customer Service
|
Location of items is unknown.
|
38
|
08/17/13
|
8:26 AM
|
213-629-8420
|
LOSANGELES,CA
|
1
|
LOS ANGELES GREYHOUND STA
1716 E 7TH ST Los Angeles, CA 90021 |
No answer
|
39
|
08/17/13
|
8:45 AM
|
800-739-5020
|
Toll Free Call,
|
1
|
Greyhound Customer Service
|
Location of items is unknown.
|
40
|
08/17/13
|
8:45 AM
|
213-629-8420
|
LOSANGELES,CA
|
12
|
LOS ANGELES GREYHOUND STA
1716 E 7TH ST Los Angeles, CA 90021 |
Items are not at this location.
|
41
|
08/17/13
|
8:59 AM
|
800-739-5020
|
Toll Free Call,
|
1
|
Greyhound Customer Service
|
Location of items is unknown.
|
42
|
08/17/13
|
10:39 AM
|
800-739-5020
|
Toll Free Call,
|
1
|
Greyhound Customer Service
|
No answer
|
43
|
08/17/13
|
10:55 AM
|
818-505-1603
|
NO HOLLYWD,CA
|
2
|
LOS ANGELES GREYHOUND STA
1716 E 7TH ST Los Angeles, CA 90021 |
Items are not at this location.
|
44
|
08/26/13
|
11:58 AM
|
800-739-5020
|
Toll Free Call
|
Greyhound Customer servie
|
They never received either form that I sent it. The
request for a refund for
shipping cost was mailed on
8/16 and the "Lost
Items-Request for Reimbursement
" form was dropped off to Paul at the North Hollywood
station on 8/19/13. I
expressed my frustration and
the woman hung up on me. I expressed my level of
frustration and the call was disconnected. .She had my tracking
number so if this
was an accident she could
have phoned me back.
|
|
45
|
08/26/13
|
12:19PM
|
800-739-5020
|
15
|
N HOLLYWOOD GREYHOUND STA 11239 MAGNOLIA BLVD North Hollywood,
CA 91601
|
I asked Paul if he submitted the
"Lost Items
Reimbursement" form. He said that he
had and that he didn’t
expect that it would be
processed yet. He also asked about the description of
the suitcases. He wanted to confirm that I described
them properly and said
that he would update the
description in the database.
|
46. 9/3/13 9:10AM 800-739-5020 Toll Free Call Greyhound Customer Service
After waiting
over 20 minutes for an agent to answer call, I was told that they didn’t
receive forms and that I only needed to submit one form for both the
reimbursement for the shipping cost and the lost items. This contradicts the
earlier advice received from the agent at the North Hollywood station who told
me to submit a form for reimbursement of shipping cost once the suitcases were
seven days late and then to submit a separate form for reimbursement of lost
items once it was apparent that my luggage was lost. She asked if I made a copy
of the form which I did not. The agent suggested that I phone Paul at the North
Hollywood station to confirm that he submitted the form to the correct office
47. 9/3/13 9:39AM 818-505-1603
N HOLLYWOOD GREYHOUND STA
11239 MAGNOLIA BLVD
North Hollywood, CA 91601
Paul confirmed that he
submitted the form to Greyhound Express. He has a copy of the original and
agreed to make me one as well.
48. 9/11/13 4:45PM 800-739-5020 Greyhound
Customer Service
Call was answered by Tanya. I immediately asked to speak to a
manager. She said that since it was after 6PM no managers were available. I
asked for the status of both my claims. She said that the refund for shipping
costs was processed on August 26, 2013 and that my check will be mailed to my
home. She did not know the status of my reimbursement for lost items and
explained that Greyhound has up to 60 days to process that claim.
*As of 9/18/13 this
paperwork has not been delivered to my home address.
49. 9/18/13
800-739-5020 Greyhound
Customer Service. I spoke to James and asked if my reimbursement is being
processed. He said that he didn’t see my paperwork and that Greyhound is two
weeks behind processing reimbursements. Clearly, they have a problem with
losing luggage if they cannot keep up with reimbursement processing. James
agreed to contact Paul at the North Hollywood Station if my paperwork is not
found. He will work with Paul to get paperwork faxed to him so that my claim
can be processed. James took my number and offered to phone me with his
progress. James is the first Greyhound employee who has been helpful and
professional.
50. 9/24/13 On 9/21/13 Greyhound responded to my email
dated 8/26/13. They apologized for the inconvenience and stated that they would
search the database for a status update. I haven’t heard back thus far and
emailed them requesting a status update.
51. 9/24/13 800-739-5020 James never
phoned me with a status.. I phoned the customer service department for a status
and spoke to Becky. She said that the paperwork for the reimbursement was never
received and asked me to fax it to her. I told her that I do not have access to
a fax machine at the moment. I asked her to contact Paul at the North Hollywood
station as he claimed that he faxed the paperwork to the refund processing
department over a month ago. Becky stated that she would call Paul and would
notify me of the status. She confirmed my cell phone number. I await her call.
I would like to note that the reason I
phoned Greyhound so many times is because when I went to the North Hollywood
station to inquire about my bags, I noticed that the Greyhound Express packages
were stored in the lobby of the station, unguarded. They were not secured in
any way-no rope, gate or person to separate them from the general public. The
package holding area ended just two feet away from the front door which is at
least twenty feet from the station manager’s desk. On the day that I went to
the North Hollywood station to pick up the one bag that arrived, I found my
suitcase in the lobby halfway between the station manager’s desk and the front
door. The station manager was busy assisting a customer and he could not see
what was going on in the lobby. I wheeled my suitcase to the desk to notify
someone that I was taking it. I could have easily walked it out the front door
without being noticed. This was a red flag.
During my next trip to the North Hollywood
station a female employee assisted me. Her response to my inquiry was “Good
luck to you. I sent a package to my daughter in December and it got lost. They
still haven’t reimbursed me and I work here.” Her comment caused me great
concern. Not only were my bags lost, now I was worried that I would not be
reimbursed. Her warning proved to be justified.
I would also like to share a couple of
incidents that I witnessed during one of the trips to the North Hollywood
station that had nothing to do with me, but I feel represent Greyhound’s
customer service skills. A passenger was berated by the bus driver because she
wanted to board his bus even though she had a ticket for a later departure
time; she had been told by the station manager that her ticket would be
accepted. If the bus driver couldn’t accommodate her, that’s fine. However,
there was no need to snap at her in front of a dozen other people. I wondered
why she couldn’t board the bus. Was the trip sold out? He never gave an
explanation. From my point of view there seemed to be plenty of open seats on
the bus.
On a different date at that same location,
a passenger stepped off the bus to use the restroom. When he emerged from the
bathroom minutes later, he found that the bus which was heading to downtown Los
Angeles had left without him. A second bus heading to downtown Los Angeles was
parked outside of the station. When the passenger told the bus driver of the
second bus what had happened and asked if he could board the bus, the driver
said, “Nope, you’re not getting on my bus.” The passenger explained that he
needed to get downtown because his bags were on the bus that had just left.
Again, the driver said, “You’re not getting on my bus.” This behavior is
unacceptable and what was further infuriating is that the station manager who
witnessed this exchange did nothing to help this man. I understand that the
passenger should have checked with the first bus driver to make sure that he
would have enough time to use the bathroom, but for the second bus driver to
refuse this man a seat on the bus is ludicrous.
I am truly amazed that Greyhound manages to
stay in business; it’s clearly their monopoly in the market that keeps them
afloat. Their service is shoddy and their customer service skills are
atrocious.
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