topic Re: How do you think this should be handled? in Community Chat

How do you think this should be handled?

game-on — Thu, 04 Jan 2018 22:56:11 GMT

I ordered some towels on December 17th. I was sent an email that said they were shipped via UPS on the 18th. Today I wondered what happened to them. I tracked the package and found it in Las Vegas. I live in AZ. I called the company. I am not angry; just wondered what happened. It seems that the package got damaged on December 28th and today they were crediting my credit card.

It seems to me that someone should have let me know. Who was culpable to let me know? UPS or the vendor?

You know.... it seems that customer service could be better.

What do you think?

Re: How do you think this should be handled?

Annabellethecat66 — Thu, 04 Jan 2018 22:58:23 GMT

It seems ike these days no one is responsible for anything. Sad really.

Re: How do you think this should be handled?

Noel7 — Thu, 04 Jan 2018 23:01:10 GMT

@game-on wrote:
I ordered some towels on December 17th. I was sent an email that said they were shipped via UPS on the 18th. Today I wondered what happened to them. I tracked the package and found it in Las Vegas. I live in AZ. I called the company. I am not angry; just wondered what happened. It seems that the package got damaged on December 28th and today they were crediting my credit card.

It seems to me that someone should have let me know. Who was culpable to let me know? UPS or the vendor?

You know.... it seems that customer service could be better.

What do you think?

I agree with you imo delivery systems are going down hill. Walmart says free two day shipping, I've been lucky if I get it in a week. Amazon, too. I'm hoping it's because of the season, not the new normal.

My daughter bought several glass pieces for me from Target, for Christmas. They notified her after a couple of days that UPS had broken them and that Target would replace and reship, let Target know if she didn't want them. At least good old Target came through. Free shipping, too.

Re: How do you think this should be handled?

151949 — Thu, 04 Jan 2018 23:09:40 GMT

Shipping keeps getting more and more costly while the service provided gets lousier and lousier.

Re: How do you think this should be handled?

chickenbutt — Thu, 04 Jan 2018 23:14:19 GMT

I think that if it was damaged in transit the first responsibility falls to UPS to contact QVC (the sender with whom they have the contract), and then for QVC to have contacted their customer (you).

Unfortunately, none of it really works that way. UPS ends up returning the parcel to QVC if able. At some point QVC receives and processes it and sooner or later a credit appears on your account. i.e. - nobody contacts anybody.

Re: How do you think this should be handled?

Yardlie — Thu, 04 Jan 2018 23:16:04 GMT

As long as I was having my money refunded, I would be satisfied. Sure, it would have been nice had someone contacted you, but you have to pick your battles...and this sounds like a real messy one with a lot of finger-pointing.

Re: How do you think this should be handled?

GCR18 — Fri, 05 Jan 2018 01:18:45 GMT

What should have happened is the carrier notifies the vendor, the vendor notifies the customer and refund/replacement is initiated. That's not how things work though. The carrier just returns the item to the vendor. Maybe the shipping label is still intact, maybe not. If it is, customer credited. If it isn't, nothing is done until customer contacts vendor and says where's my stuff.

Re: How do you think this should be handled?

sidsmom — Fri, 05 Jan 2018 01:29:30 GMT

I would just ‘let it go.’

You found the answer...they credited.

These days, I’m working on ‘big picture’ stuff.

Re: How do you think this should be handled?

Kachina624 — Fri, 05 Jan 2018 02:24:54 GMT

I think our country's infrastructure was in no way prepared for the popularity of Internet shopping. Now we hear they're inundated with returns. Our three major shippers are going to have to step up their games.

Re: How do you think this should be handled?

Nightowlz — Fri, 05 Jan 2018 02:55:40 GMT

I have had this happen twice. The only way I knew it was damaged during shipping was when I checked the tracking. I called the place of purchase & they checked the tracking & shipped out another item.

Re: How do you think this should be handled?

Cats3000 — Fri, 05 Jan 2018 11:04:45 GMT

What do I think? OK. So you get a "consensus" from posters as to who is "cuplable"? Then what?

You got your money back. Move on. Order from another company, although most use either UPS or FedEx for on-line orders. If you can, shop at a local store and take the stuff home in your car.

Re: How do you think this should be handled?

qualitygal — Fri, 05 Jan 2018 11:07:28 GMT

I've said this before, because I lived it to learn it: Follow up, is a 2nd job for us now. If something isn't right, or being tended to, our job is to follow up. Responsibility....no one seems to be able to do this now, it's just a sign of the times. We just have to depend upon ourselves. Keep your phone handy.

Re: How do you think this should be handled?

chrystaltree — Fri, 05 Jan 2018 15:56:41 GMT

Why did you wait so long before you checked tracking??? I've had this happen but I knew about it from tracking before I got the UPS notice that my package was damaged they had notified the sender. The senders did credit my card but the whole process took a couple of weeks. You waited too long and also you got caught in the holiday rush.

Re: How do you think this should be handled?

Nataliesgramma — Fri, 05 Jan 2018 16:24:57 GMT

I agree with @Kachina624...I think the shippers are overwhelmed more and more each year......

Also there is alot of Christmas help that don't bother to go "the extra mile" because they know their job will be gone in a few weeks...

Re: How do you think this should be handled?

esmerelda — Fri, 05 Jan 2018 17:41:16 GMT

@game-on wrote:
I ordered some towels on December 17th. I was sent an email that said they were shipped via UPS on the 18th. Today I wondered what happened to them. I tracked the package and found it in Las Vegas. I live in AZ. I called the company. I am not angry; just wondered what happened. It seems that the package got damaged on December 28th and today they were crediting my credit card.

It seems to me that someone should have let me know. Who was culpable to let me know? UPS or the vendor?

You know.... it seems that customer service could be better.

What do you think?

@game-onI don't understand. You got notice that an order shipped and 2+ weeks later you wondered what happened to it? Also I don't understand why it was in Las Vegas. Is that the UPS hub closest to you? How damaged was the package? Must have gotten wet or burned; towels aren't breakable. So in that case...flood or fire, I think UPS would have notified somebody. But still...almost three weeks before you're curious where your order is?

I think it's up to you to keep track of your order. You have the most invested in it. The company took your order and sent it out. Then it was up to you. They're crediting your card so the way I'd handle it is learn the lesson and move on.

That's my opinion. I won't even add YMMV because even though I know what it means, it makes no sense at all to me.

Re: How do you think this should be handled?

faeriemoon — Fri, 05 Jan 2018 17:55:42 GMT

I think that delivery service goes down hill from the middle of November to the end of January: Christmas delivery season all through Christmas return season. Hiring extra people doesn't seem to be the answer either unless they are properly trained, which isn't going to happen because they will soon be let go, and it wouldn't be cost effective.