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

Showing 2 responses by mugwump3

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.

mugwump3
7 posts
 

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.

Actually with the change of my mailing address to a PO Box it went from my mixed low to middle class neighborhood of West Palm Beach to Palm Beach where Louis DeJoys republican friends live, the change in competence between the two post offices was staggering.

More to discover