2. misc-audio
  3. 192641-171779

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
_dalek__
18 posts
 

You need to call the number on the back of the credit card you used for the purchase. Explain the situation, and give exact dates along the timeline. Offer to email receipts. Be sure to tell them that the vendor has refused to offer a refund. They will open up a file and their own investigation. They will also contact the vendor. If a vendor receives too many complaints they risk losing access to the credit card processing services. You will NOT be charged for something you didn't receive.

 

In this regard, I have always used American Express for large purchases. In the few times I’ve had issues, they treated ME like their customer.

jhnnrrs
113 posts
 

A couple of times, when I've gotten notice that my package was delivered, I found it in someone else's mailbox around the corner and down the street.  Complaining to the Post Office is less than useless.  Turns out they hire totally untrained people, who don't know the area, and send them out unaccompanied with a load of packages.  I spoke to my regular mail carrier and she told me to bring it up with her supervisor.  Frequently, on my regular carrier's day off, I receive mail addressed to other people, and I'm sure others are getting my mail as well, due to untrained substitute carries.  There's a funny video of an Amazon person gently laying a package down and photographing it, a UPS driver throwing the package onto the front patio, and FedEx driver throwing the package at the house from his truck, and the USPS driver not delivering at all.  I get nervous when I see that my package is being delivered by the post office.

hgeifman
2,249 posts
 

@mike4597,

+1, AS POSTED ABOVE, PLEASE DO THIS ASAP!

”You need to call the number on the back of the credit card you used for the purchase. Explain the situation, and give exact dates along the timeline. Offer to email receipts. Be sure to tell them that the vendor has refused to offer a refund. They will open up a file and their own investigation. They will also contact the vendor. If a vendor receives too many complaints they risk losing access to the credit card processing services. You will NOT be charged for something you didn’t receive”

hgeifman
2,249 posts
 

@mike4597, AS I POSTED ABOVE, PLEASE DO THIS TODAY

Steps to Dispute a Charge with Your Credit Card Company

1. Locate the Customer Service Number

3. Look for the customer service phone number on the back of your credit card. This is the direct line to the credit card issuer.

2. Prepare Your Information

Before calling, gather all relevant details, including:

• The date of purchase.

• The amount charged.

• A timeline of events (e.g., when you made the purchase, contacted the vendor, and were denied a refund).

• Receipts or proof of purchase (digital or physical copies).

• Any communication with the vendor (emails, messages, or notes from phone calls).

3. Make the Call

When you call:

• Explain the situation clearly: Mention that you did not receive the goods/services and that the vendor has refused to issue a refund.

• Provide exact dates: Be specific about when the purchase occurred and when you contacted the vendor.

• Offer evidence: Let them know you can email or upload receipts and any correspondence with the vendor.

4. Highlight Vendor Refusal

Emphasize that you attempted to resolve the issue directly with the vendor but were denied a refund.

5. Request an Investigation

Ask them to open a dispute file and begin their investigation. Credit card companies typically contact the vendor directly as part of this process.

6. Understand Your Protection

Credit card companies have policies to protect consumers from being charged for goods or services they did not receive. They may issue a temporary credit while investigating.

7. Follow Up

After filing your dispute, keep an eye on your account for updates or requests for additional information.

Why This Works

Credit card companies take disputes seriously because vendors risk losing access to their payment processing services if they receive too many complaints. By following this process, you’re leveraging consumer protections and ensuring you’re not charged for something you didn’t receive.

hgeifman
2,249 posts
 

@mike4597

FYI: The investigation by a credit card company typically takes 30 to 90 days. They must acknowledge your report within 30 days and can take up to 90 days to complete the investigation, especially if further information is needed from the vendor or if the case is complex. In some cases, such as disputes involving chargebacks, the process may extend up to six months if the merchant contests the claim.

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