Shipping Resort Nightmare

[Felipe4]

Long story short - I had a package from Australia shipped to my resort (Coronado Springs) when I realized I wouldn't be able to get it in time at home. I checked out the Shipping to your Resort thread here on the Dis and I used an extremely detailed delivery address that included my name, resort confirmation number, and duration of stay on the address. It was a father's day present, and we were checking out on Father's Day, so I needed it prior to check out. I used an expedited shipping and its tracking told me it arrived at the resort before I checked in. I thought, "Great, I'll just pick it up when I have time!"

Well, we called to check on it a few days later when we had some time. Originally we were told the Business Center would have it, but because it was likely delivered through USPS and not UPS/Fed Ex, we were redirected to the Front Desk. They couldn't find the package. We were sent in loops between the Business Center and the Front Desk for over an hour on the phone. The story kept changing - it had been delivered to our room (it hadn't), it had been delivered to a different room because we had contemplated changing rooms, it was likely still at the Front Desk. In the end, we were told not to worry about it and that it would be delivered to our room since we were out. When we got back, lo and behold - no package anywhere and we looked all over the room. I called the Front Desk again - I was told there was no note on our account about the issue, but they would make one now.

Check out day came (Father's Day) and we still hadn't received it. I decided to check on it in person after we checked out - I didn't have much time as we had a reservation at Beaches and Cream. The woman at Front Desk said there was no note on the account (big surprise) and went into the back - she didn't come out for about a half hour. In the end she told me they couldn't find it and gave a "Well that sucks, sorry!" kind of attitude. The manager came out and told me a different story - she assured me it was delivered to my room - someone had signed for it (we hadn't even checked in yet - it was delivered around 2:30 PM...check in isn't even until 3:00 and we checked in around 11PM-12AM). They seemed to try to blame me that I didn't find it when they clearly left it there. The manager said it would have been someplace obvious like on the desk - nothing was on the desk, the beds, the dresser, or the window seats. It very clearly was never in the room.

The options were A.) They delivered it to the wrong room, someone signed for it and kept it. B.) They delivered it to the RIGHT room, but the previous guests signed for it and kept it C.) It WAS delivered to our room but someone somehow got in and took it. D.) It was never delivered and got lost somehow.

None of these situations boded well.

In the end, they deducted the amount of the gift from my room bill (only because I said out loud, "Great, now I'm out $$!") and they paid for our taxi to our reservation since we no longer had time to take the bus system and walk given how long the situation took (because I told my BF that we'd have to take a taxi). They assured me if it did turn up, they would send it to me. I'm betting that will never happen.

My opinion was otherwise somewhat decent of Coronado Springs, but it's definitely worse now and I will definitely never ship to a Disney resort again.

[/rant]

 

[bumbershoot]

I used an expedited shipping and its tracking told me it arrived at the resort before I checked in

Who did it show delivered it?

because it was likely delivered through USPS and not UPS/Fed Ex, we were redirected to the Front Desk.

Why did they think it was likely delivered by usps? You had tracking info, yes? Did you use dhl from your side of the shipping? When dhl, ups, or fedex drops an item with usps ("Smart Post") it shows that and you get usps tracking at the end of it. But with an expedited shipping method it's unlikely that that happened. If it did, though, "delivered" CAN mean "delivered to the local post office". If it's tracked from there you'll see things like "out for delivery" and sometimes a further confirmation of delivery, but it's no something they always feel is necessary.

These questions would have been more appropriate and helpful if you had posted while there, to maybe help unravel it, of course.

 

[bumbershoot]

she assured me it was delivered to my room - someone had signed for it (we hadn't even checked in yet - it was delivered around 2:30 PM...check in isn't even until 3:00 and we checked in around 11PM-12AM)

Where was she getting all that info from? The delivery company wouldn't have continued to track it if a bell services person brought it. And you saw in the company's tracking that it was delivered before you checked in. The manager makes no sense. Do they even deliver packages like that at the resort?

I think it's right that they compensated you.

 

[Aerinha]

If they have proof someone signed for it, someone can produce the signature. Either the shipping company should have a copy if they surrendered it to someone at the resort or someone at the resort should have a copy if it was left with them and they had whoever they gave it to sign for it.

I signed for a delivery at work once, the custodian who moves heavy packages lost it somewhere in the building and the delivery company was easily able to provide a digital copy of my signature so everyone could blame me for not knowing where it went after it left my sight or for not specifically remembering one box out of the dozens I signed for during that time period.

That said, international is tough. I was supposed to have to sign for a delivery from the UK but it was left at my door without. Their system said it was signed for but with no one home I don't know how that happened. And another was left at house a block away where the owner left it sit out in the rain expecting my apparenlty well known clairvoyance to tell me a box sitting by the curb a block away was mine.

 

[Felipe4]

Who did it show delivered it?


Why did they think it was likely delivered by usps? You had tracking info, yes? Did you use dhl from your side of the shipping? When dhl, ups, or fedex drops an item with usps ("Smart Post") it shows that and you get usps tracking at the end of it. But with an expedited shipping method it's unlikely that that happened. If it did, though, "delivered" CAN mean "delivered to the local post office". If it's tracked from there you'll see things like "out for delivery" and sometimes a further confirmation of delivery, but it's no something they always feel is necessary.

These questions would have been more appropriate and helpful if you had posted while there, to maybe help unravel it, of course.

It was shipped by EMS? They didn't supply any additional shipping info who it transferred to. My email notification on its shipping simply said "delivered". The tracking said the same when I followed it. It showed when it arrived in the US and the next entry was simply "delivered".

The manager said someone at the resort had signed for it and that the bell services person had personally delivered to my room afterwards and ensured it had been. It definitely had not been delivered to my room.

 

[bumbershoot]

It was shipped by EMS? They didn't supply any additional shipping info who it transferred to. My email notification on its shipping simply said "delivered". The tracking said the same when I followed it. It showed when it arrived in the US and the next entry was simply "delivered".

The manager said someone at the resort had signed for it and that the bell services person had personally delivered to my room afterwards and ensured it had been. It definitely had not been delivered to my room.

Not very helpful shipping! Never heard of EMS.

Just like with shipping tracking, it's hard for the manager to prove that BS had delivered it TO the room. Especially since you weren't there.

Definitely a mystery, and I'm definitely glad they compensated since it seems they delivered it to a wrong room.

 

[gobosox00]

I wouldn't totally discount the package showing up. We lost a laptop at check in, talked to the resort, filed missing items with the Magical Express all to no avail. Then three months later they found the laptop somewhere during an inventory check and shipped it back to us.