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OMG missing several packages from Nordstrom--possible UPS delivery problem!

goldenpig

(website)

Veteran

OMG I want to cry! I feel like such an idiot! I ordered several things over Black Friday weekend, some clothes for me and some boots for DD and makeup kits for gifts. They were delivered in multiple boxes. Well I just realized am missing several items. About half of one order is missing, plus a makeup kit from another order. I checked and all of the missing items were marked delivered on the same date and time, 12/5. The items I did receive were delivered the day before. I've just been so busy the last couple of weeks that I haven't had time to open all the boxes (I had ordered a bunch of toys from Amazon etc. too, so there was a bunch of boxes sitting by our front door), but now that I am trying to get all the gifts wrapped I realized that I didn't get everything from Nordstrom. I scoured the house all over and no trace of the packages. Then I thought, maybe I recycled the boxes by accident, but there are two pairs of boots missing and four different packages--there is no way I could have recycled all that! So I'm thinking either the packages were delivered to the wrong address, or possibly stolen from my doorstep. I'm going to talk to both Nordstrom and UPS to see if anything can be done, but now I'm freaking out! I'm worried they will say I should have reported this earlier or think I'm lying, but I've been so busy lately with work and the kids I've barely had time to eat and sleep! I don't know if I can even get any reimbursement or replacement on these missing items! Arrgh! I just did not need anything else on my plate to deal with right now! Sob!

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22 replies

Latest reply was from

Kristin SF

Veteran

When we were renovating our house and living elsewhere for months, the same thing happened to me. I can't remember how long it took me to report it, but it wasn't immediate since I was super busy at the time and we weren't even in the house.

Anyway, I called Nordstrom customer service and they sent out a replacement asap. So, if this had to happen, at least you made the purchase via Nordstrom, right?

Also, UPS sent out an investigator a few weeks later, just so you know what to expect. (By that time, my husband had actually discovered the missing package in our storage container - one of the construction guys must have tossed the box into the container where we were storing some renovation materials!)

Fingers crossed that you find the missing package or that Nordstrom can fix the problem for you! And don't be too hard on yourself, these things happen.

Inge

(website)

Oh no Natalie-((( NOT what you need on top of your already hectic schedule and the busy days leading up to Christmas. Of course you are feeling overwhelmed, you thought you were all set with the holiday shopping and then this-((( I'm so sorry, and I'm holding thumbs that Nordstrom or UPS will be able to help sort this out.

Sending you warm hugs!

Aquamarine

Veteran

That stinks but I can totally see how it could happen. We have been on a whirlwind of ordering online this holiday season, and I am afraid of the same thing. Packages are getting delivered at all times of the day and night as opposed to the usual late afternoon time. Our UPS guy dropped one off after 10 pm the other day!

goldenpig

(website)

Veteran

I couldn't sleep (plus the baby's up again for the 4th time tonight) so I did a live chat with Nordstrom at 4 am and the CS rep was very nice about it. I was very apologetic and she said not to worry and said someone from their "lost and stolen packages department" would look into it and contact me back in 48 hrs to follow up on it. So fingers crossed that they will be able to credit me back for the missing items! I just checked and unfortunately almost all of the items are no longer available online.

This is a big wakeup call for me...I got so caught up in bargain hunting (Amazon lightning deals etc. for the kids' presents and gift closet for birthday parties etc) that I way over-ordered. I couldn't keep track of the flurry of packages that arrived, which means I bought too much. I need to simplify and stop buying so much stuff in 2014!

ramya

Veteran

Oh GP!! Please don't blame yourself. It does happen to all of us.
With just work and daily life I just set off the fire alarm in our apartment this Saturday. Left food in kitchen and forgot all about it.
You have much more on your plate. And trust me , from what I have heard The Nordies will some how make it up for you

Lots of hugs.
P.S: Let me and you and DS2(as he is anyways awake) go for a cup of hot chocolate and complain and rant(Ooops one with Almond milk for you :))

Joyce B

Veteran

Oh, so sorry that this happened to you.
What is hard with Nordstrom is that they split your order into different packages and then it becomes trickier to track down your items. They do have great customer service so at least this happened to you with a good vendor and not with one if the other ones. With the latter the only solution would be to not buy from them or to pay with your trusted Amex that gives good customer support.
I also ordered a bunch of stuff on Black Friday's sale and one of my packages got lost, the whole package, thank God. They prompty sent me a replacement and refunded me for the unavailable items.
I keep track like a hawk of the packages that I receive and of their contents and try to manage my purchases ASAP, meaning deciding on K/R. That is the only way to be sure my money is not wasted.
I hope your problem gets resolved soon and in a favorable way.

Suz

(website)

Veteran

Natalie, crossing fingers for you. I am sure Nordstrom's will be great about it. Remember my returned boots that never actually got to their destination? I was returning WAY late, too (about 6 months late, she said shamefacedly) but they credited my account anyway -- even though they never actually got the goods! (There was a record that I had returned and it showed how far the boots made it...).

Oh, and when a package from them never arrived TO me (because of Fifty-One) they just credited my account with no question as well.

I hope it will all work out in your favour and you will get the things you want for the kids.

Parsley

Veteran

I have had missing items in an order from Nordstrom before, too, Natalie (as well as completely wrong items!), and Nordies has been fabulous about making it right. I think especially this time of year they have a lot of temporary employees and craziness in their warehouses, so mistakes are bound to happen.
Don't blame yourself- things are crazy busy on the home front this time of year for working moms, too!

minimalist

Veteran

Natalie, I'm so sorry this is added to everything else you have on your plate right now. So glad it's Nordstrom!

MsMaven

Veteran

We've had problems in our neighborhood with people stealing packages--but some of them have been caught on video cameras. There was even a segment on 20-20 about someone from our area who had a package of thermal underwear stolen from his front porch.

This last week a couple of people have reported that holiday decorations have been stolen from front lawns. Again, this was caught on camera, but the bad guys were wearing hoodies and weren't identifiable.

We're all on alert and watching, but most people are away from home at least part of the day, so it's difficult to keep an eye out all the time.

catgirl

Veteran

I have total faith in Nordstrom that they will make it all okay. Breathe! Have you read this article about women and holiday stress? It resonated completely with me.

http://www.washingtonpost.com/.....r/2013/12/

Classically Casual

Veteran

If it's possible, also speak with the UPS driver. Ours hides the higher value packages, and he doesn't always leave a note. (I've kept one of them because it makes me laugh every time I read it..."on west side of house, look behind second bush..."

Last winter during Nordies men's sale I ordered 3 leather jackets for DH, to pick the one he liked best. At any rate, they were supposedly delivered, but no where to be seen. Nordies had already credited my account(!), when we saw the driver a few days later. He remembered bringing them into the backyard and leaving them under cover near the garbage bins. Sure enough, there they were! So, I called Nordstrom's again to report the good news.

My point of all this is to do a good look around your property if you can.Tell your kids it's a treasure hunt.

carter

Veteran

I was expecting several packages to be delivered by UPS today. One came this morning. A few minutes ago, the doorbell rang. It was my neighbor across the street. UPS had delivered my other 5 packages to him. Thank heavens my neighbor's not into women's shoes!

Hoping you get your packages or credits worked out!

Alassë

Veteran

I hope Nordstrom takes care of everything for you, Natalie. Hugs.

shiny

Veteran

I had a missing Nordie's item too recently -- a slip. The shipping confirmation said that it had been shipped in same box with a bunch of other stuff, everything else was in the box, except the slip. I pinged them online (customer service chat), and they sent out another one. In this case, it was clearly their error, and not a misdelivered package.

So far this year that's been the only mishap. In prior years, we had lots of issues because we live on a Terrace and there's a Road nearby with the exact same name and number. So packages would wind up at our neighbors, and they were renters. And they would open it up and then keep it and deny. The post office investigated because it kept happening so often. We know all the postmen personally; the problem happens during xmas when they hire seasonal help who are not familiar with the neighborhood. The renters have since moved out and we no longer have a problem.

Because of all these past problems, I keep detailed records of everything I order. Try making a spreadsheet with columns, "ordered," "received," confirmation number, tracking number. Then check each off as they arrive.

goldenpig

(website)

Veteran

Thanks so much everyone for your kind words and suggestions! Great news--Nordstrom got back to me and said that they credited my account for the missing packages! They recommended that I sign up for signature required shipping in the future, so that packages won't be left unless someone signs for it, because they won't give me any credits in the future. I'll probably do that, but it's going to create a lot of delays, because I'm never home during the day and I don't know if I want my office staff to have to deal with receiving my packages if I change to my work address. We haven't had a problem with packages being stolen before, so I think it was just misdelivered by UPS and whoever got it must have kept it. I think they must just be really busy from the holidays and making some mistakes. Last week DH got an opened package on our doorstep, that was some swimsuits that he ordered a month ago. It was delivered to someone down the street and they opened it by mistake. Good thing they returned it to us! I'm sad about the missing items, because they're no longer available online, but relieved that I was able to get the credit back. I will definitely keep better track of my packages in the future (and hopefully won't be buying so much all at once--I just got carried away!). Nordstrom is the best--now I know why I shop there so much!

lyn*

(website)

Veteran

Canada Post just lost one of my parcels too, and I'm pretty sure one of their employees pinched it. I'm actually kind of annoyed because last week it was sitting on the counter and they wouldn't let me have it because it wasn't "processed" but now it is "gone".

Thank goodness my Kate Spade came in an unmarked container.

Modcloth, like your Nordies, was able to credit me, but that's just really annoying.

Alassë

Veteran

Oh, no, Lyn*! How unethical!

minimalist

Veteran

Natalie, so glad this worked out for you!

I hear you on the signature challenge; none of my address options are optimal, and I have *five*.

The intended recipients of presents that didn't arrive will be understanding, I hope?

Kristin SF

Veteran

Natalie, I agree about the pitfall of using your work address. That is what I do, but it does get embarrassing after a while....I had to explain to the receiving guys that half of what I buy goes back!!

Another option, since you are so busy, is to rent a mailbox at your local UPS store. Not sure of the cost but it might be worth it to you, with your busy schedule!

MsMary

Veteran

When I moved earlier this year I got myself a mailbox at the UPS Store because I didn't know where or for how long I would be living. They receive and sign for my packages and send me a text when a package arrives. Yes, it's one more stop to make in my daily rounds, but it's turned out to be surprisingly convenient and I may keep it even after I have a new permanent address. And it wasn't all that expensive in the scheme of things -- less than $20/month. Something to think about if you have issues with receiving packages.

Anonymous

I have created a FedEx account (free) that lets me redirect packages to the local FedEx store. Although I've not had problems with package delivery, I have been held house-bound while waiting for packages that require a signature. Now that I can divert those packages to the store, I jet pick them up there at my convenience (and I am lucky that the FedEx store is near my grocery store).