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"Bad customer service from a UK Vendor" Topic

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12 Apr 2023 9:13 a.m. PST
by Editor in Chief Bill

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ELJoeK12 Apr 2023 7:55 a.m. PST

OK I ordered figures from a vendor in the UK, and they shipped and I received them Monday. The box had a label saying it came in a damaged condition, I opened the box and only one figure was in it the eleven other figure packs were missing. I took pictures of the box and contents and emailed the vendor on what happened.

He says in the email "This is a first, over the years I have been trading a few parcels have got lost but never this. I think you need to make a claim via yours local post office, the parcel was sealed all round with tape and could not easily split open, the damage to the box is minimal. It may have been inspected by customs in the US who did not reseal it maybe? Hope you are able to sort this out with your post office."

I know there are vendors on here, am I wrong to be really upset that he basically says so sorry you figure it out, I got my money.

I don't want to give the name yet because I hope we can work this out and would love to order more of his figures. I am just really mad.

mjkerner12 Apr 2023 8:04 a.m. PST

Think it through. How likely is it that the vendor only shipped you 11 of 12 packs you ordered, and hoped that the post office would damage the box so the vendor could blame it on them and pocket the extra profit? You didn't say how damaged the box was…was it broken open and then taped back up? If it was just crushed, but not opened in any way, then yes, the vendor would be the likely (only) culprit.

Col Durnford Supporting Member of TMP12 Apr 2023 8:38 a.m. PST

While the vendor may well not be at fault, I would be happier and more likely to remain a customer (and even a champion of the vendor) if they made good the loss and took it on themselves to recover from the postal system.

I expect then, you would post here and, rightfully, sing their praise.

You may want to send them the link to this thread.

Depending on how you paid, you may well have options for recovery.

MajorB12 Apr 2023 8:45 a.m. PST

"Either the person who sent the item or the person receiving it can make the claim for compensation. If the item was sent using the Tracked 24 or Tracked 48 service, only the sender can claim compensation.

It's usually easier for the sender to claim because they're more likely to have the evidence that's needed. If you want to claim as the receiver, contact the sender to get the evidence you need."


Personal logo StoneMtnMinis Supporting Member of TMP12 Apr 2023 9:22 a.m. PST

In the US, the sender is the one to start/file the claim for damage or loss if the package was insured.

When you receive apackage that you believe may be damaged or missing contents you:
1. Don't open it.
2. Take it to your PO and have the counter clerk confirm the weight of the package is the same as the weight listed on the postage.
3. If it is different document the time and clerk that confirmed the information.
4. Contact the seller and have him start the claim process.
5. Retain the original shipping package until the claim is settled.

I know this because I received a package that was missing 90% of it's contents and these were the steps I was instructed to follow by the station Postmaster.
The seller made good the loss and I assume he is following through on his claim for reimbursement.

Stone Mountain Miniatures, Inc.

ccmatty Supporting Member of TMP12 Apr 2023 10:33 a.m. PST

At the end of the day, I would make the customer whole. It sucks all the way around but I would want the customer to come back again and this is one way to win and keep a relationship.

I think ElJoeK is also very honorable in not throwing the vendor under the bus in the initial post by not naming the vendor.

ElJoeK, if it were my company, I would refill the order and send it and make an insurance claim or make the time to make the claim through the postal service.

robert piepenbrink Supporting Member of TMP12 Apr 2023 1:38 p.m. PST

The "chain of custody" is going to make this one a particular mess--and quite frankly, if the USPS is involved, I'd buy fresh and start over. Even with insurance purchased from them, they pay little and late and never worth the time and trouble to collect. Is the label about the damaged condition from the USPS, Customs or the Royal Mail?

d88mm194012 Apr 2023 3:15 p.m. PST

A very similar incident happened to me a couple of years back. Newline Designs send my order, in good time, and a ripped open envelope arrived in a plastic bag with a USPS "OOPS" label on it.
I took a picture and emailed it to them and they resent the entire order!
Wonderful company!
Good luck to you!
(Yes, I named the company because I believe great companies need to be recognized!)

torokchar Supporting Member of TMP12 Apr 2023 4:29 p.m. PST

Another reason I buy from Old Glory USA!!!

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