Lost package

harper0813

I just had to tell my happy story of the day:

I ordered a really beautiful dress to wear to one of my showers and the rehearsal dinner. I've had my eye on this dress for some time and I finally pulled the trigger last week after saving up for a while. I'm on a big quality-over-quantity kick, so I've been buying much less clothing usual and investing in higher-quality pieces made out of great material and that look really great on me.

I looked up the package on UPS today to see when it was slated to arrive, and it said that the package had been delivered on Monday. Our building has lockers that UPS and USPS both use to store our package and they place the key to the locker in our mailboxes. The package would have been small enough to fit in the locker (they place larger packages on top of the mailboxes). But I did not receive the package. No key in my mailbox, no package on top of the mailboxes. UPS told me that I couldn't report the package as missing because "A problem cannot be reported for this package on UPS.com because the origin for the package is not supported on UPS.com." 

So I called the company today and asked if anything could be done. They said that they'd ship me a new dress to my work address today. I asked them to wait a few hours so I could go back to my apartment and search the building high and low so I don't waste their time and money. They said I could just respond to the email they'd be sending me to give them the go-ahead to ship.

How cool are they?! When a package from J.Crew was either stolen or lost a couple months ago, UPS and J.Crew just said, "tough luck". But this company said no problem, we'll send a new one. Is that common practice? Or is it maybe because their customer base is smaller, which equals better customer care? Either way, it made my day.

The only thing that I feel terrible about is that I could try on this dress and it could end up looking terrible on me, so I'd need to send it back - and the company essentially would have lost the money on one dress and shipping a new one. For nothing. Do I say something to them now about that?

And what's making your day great?

lisabeats

What company IS this? Sounds like one I should try out! Good luck, I hope the second one magically appears!

What's making my day great is that it's American Craft Beer Week.

MuppetFan

This has happened to me to over E-bay exchanges and people have always accomodated me (as I have them). J. Crew should've accomodated you too, for UPS and Fedex, you are automatically insured for up to around $100.

It also happened to me with Overstock.com and they immediately sent a new item

My family is going through this right now with their bridal shop for a bridesmaid gown well over $100 (and over that to replace).

They sent a dress to a woman exactly as she addressed it, it was delivered and left at the door in an open apartment facility, and then stolen. This is the first time in over 30 years that this happened. It's not the fault of UPS or the bridal shop. The bride had it sent to an unsecure location without signature confirmation and insurance, so it's technically her fault...just the same.... The store ended up working it out to support the bride so that they essntially split the cost of ordering and shipping a new dress and the bride thought it was generous.

smalfrie19

I work for a merchandise agency in the call center currently. I do this on a daily basis for my customers and more.

lisabeats

In Response to Re: Lost package:
[QUOTE]In Response to Re: Lost package : We should be friends.
Posted by LingerLonger1[/QUOTE]

Done. Friends are we!

harper0813

Linger, I just tried to file the complaint online. I called UPS and was on hold for ten minutes and so I hung up and called the company I bought from just to see if they had any suggestions. I didn't even suggest they send me a new item - I honestly was expecting them to tell me to call UPS and maybe they'd give me some specific things to say or look for or something to save me running back and forth between the clothing company and UPS. Their offer took me by complete surprise, in an extremely pleasant way!

Good to know about FedEx. It does make me nervous that FedEx cannot use the lockers in our apartment building and tend to leave packages on top of our mailboxes, but I've also received packages where they left a slip on my mailbox instead telling me where I can pick it up.

Muppet, that's so annoying for that BM! I get nervous about receiving certain packages, especially when, often times, the package says the company name on the outside. I feel like a box that says "Nieman Marcus" is more likely to get wrongfully picked up that a box that says "Amazon". Not that I'm ordering anything from Nieman Marcus. Still, I wish that dress company had paid for her entire re-order like mine offered to!

Smalfrie, that is so nice to hear. I'm glad that companies are willing to do that to keep their customers happy.

harper0813

In Response to Re: Lost package:
[QUOTE]zoberg, do you have a pic of this adorable dress? It's been just over 2 weeks since I've been eating better and exercising and I'm down 7 pounds!  And it's a drizzly, grey day and I'm working from home with some lemonade-infused tea for my sore throat.
Posted by TXKristan[/QUOTE]

Yay! That's awesome! I'm trying to do the same, drop a couple pounds and tone up my arms. You're motivating me to work harder at it. I may just go to the gym tonight after all!

Dress (I'm hoping it's as flattering as it seems on my hourglass size 8 bod!):

And the fascinator I'm having made to wear with it at the shower, which is tea-party themed (fascinators not required of course, but I won a custom-made hat last year at a derby party and I'm finally having it made!):

harper0813

In Response to Re: Lost package:
[QUOTE]If you have anything shipped FedEx ask the company to ship it with a signature requirement.  Yes you'll have to go to the FedEx location to pick up the package but you won't have to worry about it being stolen.  I would do the same for UPS but they never deliver to my home prior to 7:30 PM and someone is always there by then.
Posted by LingerLonger1[/QUOTE]

Absolutely. Most places where I've ordered online don't offer the option of a signature and I have to call Fed Ex to ask them to require a signature (do they let you do that online?). I work very close to a Fed Ex office so it's always convenient. I need to start doing that more often. Free shipping isn't always worth it, if you lose a package!