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Post Info TOPIC: Filing a claim with the USPS as the recipient of a lost package


Chanel

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Filing a claim with the USPS as the recipient of a lost package
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I ordered a pair of earrings from JewelMint several weeks ago. After two weeks went by and I still hadn't recieved it, I checked the tracking information and it says it was delivered. I never received it and normally when I recieve a package from them, I have to sign for it (which I did not for this package). 

I contacted JewelMint and they told me that I need to file a claim for a lost package with my local post office. So, I called my local post office and they refused to let me file a claim because I'm not the sender of the package. Is this correct? Has anyone else had this happen? I feel like both places are giving me the runaround and blaming me for the problem!



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Marc Jacobs

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Sorry you didn't get your package! It's very frustrating (see last month's post about the same thing).

From looking at USPS.com, most/all of their customer service dialogue regarding lost packages is directed at the sender. Unlike UPS, which gives recipients the option of filing a claim, it looks like it's in the hands of the sender in this case. I guess you'll have to send JewelMint some USPS URLs to convince them.

Here is their FAQ. Don't bother searching USPS.com because their search function is miserable.

http://faq.usps.com/eCustomer/iq/usps/request.do?create=kb:USPSFAQ 

Have you ordered from JewelMint before?



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Chanel

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Thanks for responding! I have ordered from them before without issue, but they are really giving me a hard time about this. I responded to their e-mail, letting them know that I could not file a claim with the post office and they responded insisting that I had to file a claim and this is "how it's handled with all of our customers." I'm really annoyed. It is impossible for me to file a claim! I tried to do it online, too, and got an error message saying it wasn't eligible. So very annoyed.

It also doesn't help that the postal worker at my local post office is a complete a$$hole. He is so rude all the time and he was exceptionally rude to me on the phone. So, he'll be of no help regardless. 



-- Edited by kenzie on Monday 5th of December 2011 11:59:59 AM

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Marc Jacobs

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Ugh, I've had major problems with the USPS and packages as well. As far as I remember, the seller is the one who has to file the claim in most cases.

My suggestion to you? Go to a different post office and see what they say. Are you going to one in the city? I would maybe drive to one that's a little bit farther out. My mom (who has an Etsy shop) uses the one in Willow Street fairly often and hasn't had any complaints.

Does the tracking information say anything besides "Delivered"? Like maybe a name? Or is it possible that it's been delivered to the post office and you'll get one of those little slips eventually that you need to come pick up a package? That happened to me a couple of times at our apartment in West Philly.

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Chanel

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@relrel, tracking just says "delivered." So helpful. And yes, it's the one downtown, that's only a few blocks from where I live. It's super convenient, but I seriously cannot stand the postal guy who works there. He's rude every single time. And they wonder why business is bad. Maybe I'll check with the one out on Harrisburg Ave.

I've never had to go pick up a package at the post o, but I'm sure it's not out of the realm of possibilities.

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Chanel

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OMG! After several days of still getting the runaround from the post office and JewelMint insisting that filing a claim was my responsibility, I just got an e-mail tonight informing me that they consider this issue "solved." WTF? I'm considering complaining the to BBB about this. This is ridiculous and probably the worst display of customer service I've ever received.



-- Edited by kenzie on Thursday 8th of December 2011 09:05:11 PM

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Gucci

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That is just frustrating. Did you pay with a credit card that can file a claim on your behalf?

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