Have you ever had something get lost in the mail? Something that you paid for? What did you do about it?
That happened to me once with contact lenses. The company graciously resent them and asked no questions as the tracking information was clear that they never got delivered.
This week, I almost had a home décor item get lost in the mail. I simply did not update my address so it went to my old address. No problem since things get forwarded and that service seems reliable. Well, this time, the package was deemed undeliverable and marked as returned to sender. Then, it wasn’t returned or scanned for almost a week. It seemed to be lost in the mail.
Official tracking information showed it was sent and then stated that it was undeliverable and returned to sender, if appropriate return address information was provided.
The seller didn’t want to resend new product if it was lost in the mail, as they felt it was not their fault. It wasn’t. They wanted it to be my tough luck. However, IF they got the package back, for an additional fee, they’d resend the original package. They felt I should have updated my address. Granted, I should have and did later, but the usps should have forwarded it to the new address.
However, in my defense, I did message her the new address to which she mailed a fabric sample. But she went off of the store records for sending it, rather than off of the message and rather than using the address that she mailed the fabric sample to earlier in the week.
But, in my book, address wasn’t the issue. Even if it had gotten returned to her, that would have been fine with me and she would have refunded me, I’m sure. The issue was that it could be lost in the mail and I could be paying for nothing.
I called the US postal service. Of course, they said it wasn’t their fault, but that I could file a complaint. However, it was unlikely that they would do much about it as it was not insured. They had no idea why it didn’t get forwarded or where it was.
So, such a situation can put someone in a tough spot. I didn’t want to pay well over $100 for something that I never got…. a refund certainly didn’t seem to be in the cards.
What do you think should happen if an item is lost in the mail, and you have proof that you did not get it? I’m not sure all companies have a protocol for that.
In my case, there was a happy ending. The item ended up being forwarded and I received it. It worked out.
But, what if it was lost? It wasn’t the clear fault of the buyer or seller.
Do you feel the buyer should be protected so they will be comfortable buying again/ out of good customer service? Or, do you feel the seller should be protected so they don’t lose money?
I know I’ll always use that contact lens company now! I feel protected. Customer service goes a long way! And, they raised the bar, which also works in their favor when other companies don’t react the same way.
Should the buyer eat the cost and get no product due to the postal service losing the package? Even if they file with their credit card for the reason of not receiving merchandise, it means the seller would have to not get paid and lose money. Of course, the seller can dispute that.
It’s a tough call. Right? I don’t think either party wants to lose money. What do you think should happen in an ideal world? Have you run into this?