Package Has Disappeared in USPS System


I recently purchased a modestly expensive audio product over the Internet, paid for by credit card, to be shipped to me via the USPS Priority Mail system, with tracking and insurance.  The vendor, who will go unnamed at the moment out of respect for past good service, emailed me that the package shipped on 20 December, although the package did not show up in the USPS system until about 27 December.  Being a patient guy, I figured that the USPS is slow in keeping up with demand over Christmas.  On about 28 December, the USPS tracking system said the package had been received, had been sent to a regional distribution center, and had been shipped on from there.  However, and now it gets "interesting,"  on 31 December, the USPS tracking system said that the label had been created but that the package was not in the system.  In other words, the package had "disappeared" from the USPS system.  At several points in this saga, I contacted the vendor to express my concern, especially after the package disappeared from the USPS system; their response was that I should be patient and await further developments..

On 2 January,I contact the vendor, suggesting they initiate a missing package complaint, file an insurance claim, and requested that they send me a replacement product, assuring them that I would promptly return the first item if it ever showed up. (Coincidentally, on the same date I read a reputably-sourced news item about rampant theft by employees in the USPS system--hardly reassuring.)

The vendor's response again was that I should be patient--in spite of my pointing out that the USPS had obviously lost the package--and await further developments.

However, in spite of normally being a very patient guy, I think, with two weeks having passed and the USPS tracking system now saying they haven't received the package that they previously acknowledged having, it is time for the vendor to send me a replacement item.

I will never use the USPS system for product shipment if there is any other viable alternative.

Several questions come to mind:

1) How long is reasonable to wait for a package that should have been delivered in one to three days?

2)  At what point should a vendor realize that good customer service means providing the customer with a product they shipped with tracking and insurance?

3)  Would it unreasonable for me to tell the vendor that if they cannot provide a replacement product within a few days, I would like my money refunded?  (I am prepared to contest the charge on my credit card for non-performance.

4)  Am I being unreasonable?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 









































 

mike4597

For Carlsbad2:  I come from serving nearly 41 years in a culture, the US Army, in which when you say you will do something, you do it.  Plain and simple.  I was not upset when the package did not get here in the advertised one to three days; I was not even upset when over a week had passed and still no package.  

I became concerned when the USPS, after acknowledging it had received the package, said it did NOT have the package.  My concern was further heightened when I read the article on the serious problem with employee theft in the USPS system.  I also had had a previous experience when a sensitive package disappeared from the system, the vendor saying they had turned it over to the USPS and the USPS denying they had received it.  Several calls to the USPS resulted in my being told to have the vendor send another package; due to the sensitive nature of the contents, in my final call to the USPS--after about ten days-- I stated that I wanted to initiate a Postal Inspection Service investigation.  The reactions was "Oh, you don't want to do that, do you?"  I stated that I did want to and that I surely would if the package did not show up in 48 hours.  The package showed up the next day.

One thing of which I was not aware was the frequency of problems with the USPS shipping packages, even tracked and insured packages.  That would explain to me the vendor's "wait and see" attitude--they've had plenty of experience with these problems, while I had only a single incident upon which to base my judgment.

As I stated previously, from now on it will be either UPS or FEDEX.

Finally and again, thanks to all for your comments and recommendations.

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@mike4597 you'll use UPS or Fedex until the same thing happens with them.  They all handle millions of packages daily and track via automated systesm.  Your vision of little old ladies and handsome gentlemen manually moving the packages and entering the data is no longer true.  One scan gets screwed up, the package gets on the wrong conveyor, or any of a number of glitches and the package can take a few days to get back on track.  But you will keep sounding the alarm and assuming there is an army of people whose only job is to get you your package.  Best of luck.

Jerry

Go to your local post office see if they can help.after covid it seems like people care less and I could give a lecture on covid and the effects on the human body and have.fed ex put a fork lift through my wilson speakers.who knows maybe thier in a state where pot is legal.we have decades of medical literature simply stating anxiety and loss of intelligence through chronic use.it is a big inconvenience but if it's worth it ,the package I go pick it up.now I have met some very passionate audiophile and got to listen to some great systems.i did not have this time in the past and enjoying this time in my life after decades of 100 hour weeks of work.enjoy the music and they journey. A funny story we smelled suffer at the maveric gas station and thought it was thier septic system.when stopping in a small town in Nebraska it was still there.turns out the Ford batteries lasted only 1.5 years.there was not a dealer near to warranty them .thank heaven to walmart.the roof flew off my trailer on another visit for speaker search.got to love the covid era.stay happy enjoy the journey in life and be healthy.