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Las Vegas, NV (KTNV) -- Most of us have sent a package to a loved one at some point. But frustrations can boil over when the delivery is delayed or never even made. Action News anchor Tricia Kean has a Contact 13 Consumer Alert from one local who wants you to learn from her story.

Lisa Harper wants answers. "I'm going to get emotional. I'm sorry," says Lisa.

This valley grandmother is angry about the disappearance of a package sent to family in Honduras last year.

"I sent rollerblades and stuff I know they're not going to get. Stuff they wouldn't get otherwise. Because the money that is sent is money for survival, money for food," says Lisa.

This receipt shows last November, Lisa paid $280 cash to ship a box that included hundreds of dollars in clothes, shoes, cellphones, tools, plus toys for a number of kids. It was shipped out through the local store "Tienda El Salvador" on the corner of Main Street and Wyoming. But nearly a year later, no one knows where the package is. Lisa says she's called the store for answers but they're not talking.

"After a few months, she wouldn't even answer the phone anymore. I had to call from another phone for them to pick up and talk to me," says Lisa.

The store gave Lisa a tracking number, but no instructions on how to use it. And it turns out, Lisa's not alone. The Better Business Bureau says other customers have run into similar issues of expensive packages that were never delivered.

"We've received a total of 6 complaints against this company," says Katie Robison with the BBB.

Tienda El Salvador currently has an F rating. And the BBB says the company has only responded once to say they're aware of the complaints and are working to resolve them.

So Contact 13 stopped by the store to get some answers. But they weren't willing to talk to us either. "Are you filming?" asks business owner Candy Orellana. "We're with Channel 13. Yes, he's taping," says Tricia. "Can you please turn it off?" asks Candy. "Sure," says Tricia.
   
Off camera, the only response from Candy was no comment. So we did a little digging and found out the Nevada state business license for Tienda El Salvador went into default back in July. But they do have an active license with the City of Las Vegas. Lisa says she just wants her package delivered.
   
"I'm angry. I'm very upset... I spent a lot of time and a lot of money and a lot of thought went into that box," says Lisa.

So here's the Contact 13 bottom line. The Postal Inspector can investigate claims against shipping companies. Lisa says she plans to file a complaint. When sending a package, get a tracking number and make sure you know how to use it. Insurance is also another option that can protect you if something goes wrong. You should also pay with a credit card, which guarantees a refund in case of fraud.

And if you all else fails, we've got your back Las Vegas. If you're not getting answers, let us know and we'll see what we can do to help. Email us at 13investigates@ktnv.com. For Contact 13, I'm Tricia Kean.