I agree, he can take all the precautionary steps available to him, but he still has zero control over package handling and timeliness of delivery.
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?
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@mike4597 Glad to hear it arrived safe and sound. Here's one more data point on USPS Priority Shipping and Tracking, from sending my tax return: Oct 9, 2024: Dropped off my tax return in Raleigh, NC, destined for Sacramento, CA. Sent Priority Mail / return receipt requested. Nov 24, 2024: Tracking number says "USPS in possession of item in Raleigh" and nothing more. Send message to California FTB with proof that I mailed my return before Oct 15. Asked if they received it. They had received it Oct 15 (so 6-day delivery for "1-3 business day" service. Dec 20, 2024: Got my return receipt postcard. Round trip time: 72 days. Today (Jan 6, 2025): USPS Tracking page still says "USPS in possession of item in Raleigh" and nothing more.
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I once had a $7K check stolen by someone in the USPS chain of custody. The issuing bank’s fraud department was able to provide me a photo copy of the check that the thieves “washed” and cashed at a local BofA branch. I subsequently filed a report with both local police and the Postal Inspection Service. As far as I’m aware, neither agency made any attempt to investigate the matter. Following months of threatening litigation I was finally made whole, either by the brokerage firm who issued the check or the bank they use. Before that, they told me I was basically up $#!+ creek and would have to rely on law enforcement to recover the money. I was never told what resolution ultimately occurred, only that my account was credited for the amount stolen. Lesson learned: do not ever send a personal check by mail unless it’s Certified mail. And try to avoid accepting payment by mail if possible. I’ve had similar experiences when filing damage claims with UPS and Fed Ex. They always deny liability from the outset, as standard policy it seems. I would imagine that USPS insurance operates similarly. That’s probably why the vendor was reluctant to file a claim that early on.
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