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What would you do?

April

Veteran

I won't mention any retailers by name, but this happened recently and I'm not sure what to do.

I placed an order from an online retailer for three items. Two items showed up, in separate boxes. The third (and most expensive by far) item never arrived.

The company is saying that as far as they're concerned, it was delivered. My credit card company says anything delivered isn't covered by purchase protection. I made the purchase via PayPal, so now I've opened a case with them.

I've now been charged hundreds of dollars for something I never received and the missing item was to be a gift for my DH.

What would you do?

General

38 replies

Latest reply was from Vix

Anonymous

I'm so sorry to hear this. I would start a dispute with the credit card company (i.e., Paypal).

Angie

(website)

Fashion Stylist

Oh! How ANNOYING. I’m sorry. It can’t be Nordies because they would try to replace the item. At least - that has been my experience in the past.

Can you create a gentle stir on the retailer’s FB page?

Classically Casual

Veteran

I would contact whoever supposedly delivered it. I think I’ve told the story here before of a UPS delivery person intentionally hiding a package he delivered to keep it from getting stolen. We only learned of this after flagging him down a few days later in the neighborhood. He was right.
He found a good hiding place!

rachylou

Veteran

I’d complain on Twitter too. ETA: that’s how I contact customer service these days for many companies.

JAileen

Veteran

Oh no! I’d complain to the credit card company.

taylor

Veteran

Oh , this is disturbing on so many levels . No one wants to take responsibility. My thought is UPS , FEd Ex or whatever shipment / delivery company was used usually have a tracking system and they should absolutely track that package UNTIL you not they are satisfied it has been successfully delivered . They can find that package , don’t give up . Good luck !

taylor

Veteran

Also you can make a claim with UPS , Fed Ex or whatever shipment co. For the dollar amount of the undelivered package .

Jen W

I've had to file a no delivery complaint through PayPal in the past and the retailer had a window of time to show proof that the item was delivered. There is a list of acceptable evidence including tracking records. When the retailer wasn't able to furnish proof, my payment including shipping was refunded. I hope your item is delivered, but if not, PayPal did well by me.

always trying

Veteran

Was it left on your porch or doorstep? My neighborhood watch is saying packages are being stolen that are left on porches. We have had everything left on doorsteps and sometimes UPS will ring the doorbell, but mostly things are just left, and we may not look out for a while. Have two more Christmas packages to come so are on the lookout. THIS S NOT EASY AS WE DO NOT KNOW THE TIME OF DAY THEY MAY COME. sorry FOR YOUR LOSSS, AND SURE HOPE YOU GET IT RESOLVED.

Helena

Veteran

Oh that absolutely sucks!! This has happened to me; I think the delivery company just marked it delivered when it wasn't ... but the retailer replaced the items for me.

I think I would call out the retailer in some way - someone there can help you out, if you escalate to the right person. If they won't help, I think I would give them a review stating the facts and why it is unfair (since obviously if you are doing business via post, then on occasion this is going to happen; you can't necessarily just assume the customer did something wrong). Pestering the delivery co might help but in my case, they just deflected me back to the retailer.

Worst case scenario, never buy from them again, and make sure they (and all your friends) know why! Good luck; I hope it works out.

texstyle

(website)

Veteran

So, it was said to be delivered in a separate box or was it supposedly in one of the other two boxes? If the latter, you can get the weight from those boxes via the tracking and see how heavy they were.

cindysmith

Veteran

I would definitely file a claim with the shipping company, another one with my credit card company (this is not a question of delivery/non-delivery, it is a disputed charge, i.e. you were charged for something you did not get), yet another one with paypal, and I would definitely keep disputing this with the retailer (via phone, email, social media, and any other avenue I could think of). If nobody seems interested in helping you resolve the issue, I would suggest an attorney; sometimes the mere mention of an attorney is enough to get the ball rolling towards a solution.

But then again, I'm that relentless, I'm that petty, and my nickname is "Miss Scorch the Earth"..... so there's that.

jussie

Veteran

Yes- keep trying!! It’s just not right. I say the tracking numbers are your best bet OR the weight of the package if it was meant to be in with one of the two prior packages.
I’m honestly surprised this doesn’t happen more frequently.

K.M.

Veteran

^^ I second cindysmith's suggestions of fighting for this on all fronts, and also the suggestions for contacting them on social media publicly.

I understand, as always trying said, that sometimes packages are stolen. This has been happening in my neck of the woods too. But retailers and shipping companies should plan for this and shoulder some of the responsibility. It shouldn't be a risk that falls solely on the customer (and if it is, I will stop ordering online).

Several years ago this happened to me with a package from Banana Republic. They replaced the item, no argument/struggle/questions. But now that these incidents are more frequent (and I'm sure many people take advantage of the system), I could see retailers getting warier.

It's tough!

Janet

(website)

Veteran

This happened to me a couple of years ago with a jacket I ordered from Intermix. I had to make a couple of phone calls but they did believe me that the package never showed at my house and they sent me a replacement item. I say keep at it via the retailer and the delivery company.

Suz

(website)

Veteran

Oh no! So frustrating! I say definitely keep at them and file a complaint if need be.

I've had a package stolen from my doorstep once and had quite a time of it, getting redress from Zara -- but eventually they did refund my money. We've also had a few Amazon orders go astray but they have been great to deal with.

April

Veteran

You'd have to come through a gate and down a long private drive to get to the porch, so it seems unlikely that this one package was stolen.

I thought the retailer might at least offer store credit, but the fact that they're not budging is making me feel spiteful.

And no, Angie, don't fret - as you already guessed, it was not our beloved Nordstrom.

kkards

Veteran

april, do you have security cameras? and was the package delievered by USPS or by a private company (ie UPS or Fed Ex)....if you have camera's, this is easier to dispute...and tell the all companies involved you are opening a criminal complaint...and then do that....this time of year packages disappearing is not what any retailer or delievery company wants to hear, and its likely yours is not the only one that disappeared.

Angie

(website)

Fashion Stylist

Oh, darling, April. I wish it WAS Nordies so that all would be sorted. Lots of good ideas here. Good luck and much love to to you.

Gigi

Veteran

I'm really sorry to hear this. I recently had a package marked as delivered that either was not delivered or was stolen. Lucky for me, it was only a $100 pair of shoes, and the retailer refunded me.

I have a friend who also had a package go missing recently. She said it turned up 12 days later. She doesn't know who put it on her doorstep, if it was the carrier or someone else. I'm crossing my fingers that this happens for you.

I agree with cindysmith that this is a matter of a disputed charge and should be taken up with the credit card company. You paid for something that was not delivered. The vendor should absorb this cost. They should have insurance or something for situations like this. All the blame should not be placed on the customer.

April

Veteran

I just put the tracking number into the UPS site and got the following message: "Damage has been reported to sender."

The plot thickens...

Anonymous

Interesting. Looks like it was never delivered AT ALL. Document that information some how.

Gretchen

Veteran

I would definitely fight this on all fronts. Now that you have the UPS message, I would be right back in front of the retailer. If UPS reports damage and you never received the item, the problem clearly occurred before your house.

Now would be a good time to start pointing this out on the retailers FB page or Twitter - no one wants the hassle of a customer service problem when it's easily addressable.

Cardiff girl

Veteran

I am surprised that you didn’t have to sign for something so expensive .l do hope that you manage to get somewhere in your pursuit of justice.Good luck!

taylor

Veteran

i knew the tracking system would catch up to the package ....
Let’s see what’s next :

Kari

Veteran

Definitely doing the right thing by opening a case. I’ve never had a retailer behave that way! In fact, just this week a package was sent to me that supposedly contained two items, per the shipping notice and packing slip - yet only one item was inside, and both were marked as delivered. I checked all the packaging and called to confirm it was not shipped separately. The retailer replaced the missing item. That the one you ordered from has refused, especially in light of the tracking information, seems suspicious. I hope you are refunded promptly.

Bijou

Veteran

I am shocked that any retailer would risk treating a customer this way. Definitely worth following up with and being relentless in your pursuit.

Such a shame, I am sure that you have much better things to do (especially at this time of year). However, this bad behaviour on behalf of the retailer and delivery company needs to be addressed.

shiny

Veteran

"Damage reported to sender"... I've been wondering if UPS is dealing with more bomb threats this season, and perhaps that's why shipments are so late. That, and weather.

We used to have problems at our old house, but only during the holiday season when they hired temporary workers who didn't know the neighborhood. We lived on "## X" Road... and there was also a "## X Street" just around the corner. Our packages were constantly getting delivered to the Street address. There was also the time that a temp postal worker delivered the package to our basement door and it took us awhile to realize it was there.

Hope you get it sorted!

cindysmith

Veteran

I hope you screen capped that damages message.
I hope you get this sorted

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