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
mugwump3
7 posts
 

Mike, I am so sorry man.  Agree with hgeifman about getting your CC company involved and it is essential for high risk purchases to use a CC instead of Zelle or a bank debit as a purchase even if it means paying more.  In my south Florida neighborhood, the USPS has been a disaster with rife incompetence and disregard for packages.  I had made a high value vinyl purchase from abroad that was stolen a few years ago.  It was supposedly “delivered” during a mail hold period but my trustworthy doorbell cam registered no delivery on that day.  I did everything—drove across town to the south equivalent of my address, ransacked my neighbors, complained to USPS staff and the postmaster (who just covered for her incompetent employees), filled out forms etc etc.  Because it had originated from abroad the seller was unable to initiate a claim.

Amazon uses USPS for “last mile” deliveries and every time it ends up in the USPS system it is delayed without fail.  USPS media mail has been great for me as a record collector.  It has been a stalwart American institution in the past.  I realize there may have been some purposeful sabotage of the institution as well but it is not to be trusted these days.

Because I still make many online purchases and porch piracy in my neighborhood, I ended up getting a PO box.  That helped.  But for high value purchases, DHL (I think the best), UPS and FedEx only.

jsd52756's avatar
jsd52756
440 posts
 

For those that are the shipper & shipping USPS:  The shipping label can be created at home or in the office then taken to your local post office and sat on the counter near the workers helping the public.  Always ask an employee to scan the package you are dropping and you hear the scanner beep .  That way it will always show up that USPS has received the package.  The USPS office near me may have scores of packages sitting on the counter.  When the employee has time he/she scans them and puts behind the counter in a canvas cart.  It is crazy easy for them to miss one or two during the scanning process.  This doesn't ensure that your package will arrive of course, only that USPS is now in possession.  If it never shows up & it's insured they will be the responsible party to cough up the money. I would do the same for a UPS or FedX drop off location.  We did this for aerospace items.  -John

luvtubes69's avatar
luvtubes69
74 posts
 

Meanwhile in other news FedEx and UPS have merged and their new name is FEDUP. 

thecarpathian's avatar
thecarpathian
4,585 posts
 

" In my south Florida neighborhood, the USPS has been a disaster with rife incompetence..."

It's not just your area, the entire state in every sector is rife with incompetence.

And yes, I have a lengthy list of experiences dealing with many different business sectors there.

 

grislybutter
3,177 posts
 

@thecarpathian 

I spent over a 100 hours with UPS about an amount I can't write down here (it was so small). But it was not about the money but whole system breaking down, and them acknowledging the screwup. And then the cover up of the cover up of the screw up. 

We are screwed. 

 

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