Letter to 3003 Van Ness management about problems with packages
The tenant association today sent a letter to the Equity Residential building manager for 3003 Van Ness, requesting better procedures for handling packages over the holidays. The letter includes quotes from more than 10 residents about problems with the receiving packages.
The letter begins:
“I am writing on behalf of the many residents who have complained to the tenant association about problems receiving packages.”
“While we realize that the volume of packages has increased due to the upcoming holiday season, these problems have existed long before the holidays. It appears that Equity hasn’t taken into consideration the volume of packages when considering staffing needs and so the front desk staff is simply overwhelmed.”
Here are some word-for-word comments from residents:
“I very rarely get notifications (either email or text) anymore for packages. If I go to the front desk after I know a package has been delivered, they are usually very helpful and able to see that there’s a package for me on their end (and even where it’s located).
“Basically, I haven’t gotten any package delivery notifications from the front desk for a couple months. The only way I know if I have a package is if the place I ordered it from says it’s been delivered.”
“My wife and I have gotten email/text notifications for most of our packages but not all. Amazon packages have been a big problem for us: it’s usually several hours or a day between when they’re delivered and when we get a notification.”
“Sometimes they say I don’t have [a package] and I don’t get it till next day though.”
“I’ve been having a hard time actually getting my packages and they’ve lost one of them recently.”
“We still get notifications, but small envelopes/boxes disappear all the time.”
“Very rarely do I receive notifications about picking up packages, and it has been this way since I moved in despite efforts from the leasing office and front desk to fix it.”
“I receive the package notifications but then staff have trouble always finding the package for days at a time.”
“We had a bunch delivered when we were traveling for Thanksgiving. Half were not logged despite having been delivered over a week prior and half were logged without an email. It’s been very frustrating.”
Sometimes having my account reset by the management office will fix this problem, but obviously it’s reoccurring. I’ve been told it’s likely an issue that will require IT.”
“FedEx hires more people over the holidays to cover volume, it seems they should bring in supplemental staff at least for the holidays and improve process while additional staff are here.”
“I have problems with packages too. Yesterday I got an email but knew they had at least one more. I went down and there were three packages. On Monday I got an email without a tracking number, and they could not find whatever it was. The extra frustrating thing is they tell us we have to pick up packages in two days but do not always know what is coming.”
“In general, package notification emails and package registration are both very inconsistent. We have also had several packages mis-labelled with the wrong apartment number.”