2 lost packages from March 26 order - what should I do?

Hi:

I renewed my membership (requesting MRB shipment) and placed a book order on March 26.

When nothing had arrived as of April 4, I e-mailed your office to confirm that they had been shipped, and asked for tracking numbers. Audrey quickly confirmed that they were shipped on March 27, but there was no tracking info available.

Yet another week has passed, and the 2 packages still haven't arrived. Isn't the USPS just exasperating sometimes? I filed a complaint with the Postal Service, but dealing with the USPS is usually like talking to a brick wall.

I'm leaving for my next LV trip this Saturday, and assumed I would have my items in plenty of time - and I still hope they'll still arrive in the next 2 days. If they don't, how do you handle cases of lost merchandise and MRB's?

Thanks for your help,

Robert

Mailing is sometimes unreliable. You need to call us and ask for Gail. She'll work out a plan for getting your products to you, 800-244-2224.

I spoke to Gail this afternoon - everything was sent out in one package by Media Mail, which explains the shipment delay and why the MRB isn't here yet. Keeping my fingers crossed it will show before I leave, but Gail was very accommodating about letting me pick up my merchandise at your office on Monday if necessary, and simply refusing the original package if/when it arrives.

I've always been very pleased with the service I get from HP/LVA, and this time is no exception - the USPS could learn a lot about good customer service from you guys!