UGH! Lost Shipment!

[c.w.e.m.]

I am so mad right now! My son has asked for a laptop for Christmas. My family and I have always had such good luck with Dell, so I placed my order on December 12th. The laptop shipped the next day. On Monday, the laptop sleeve arrived via UPS. I checked the status of the laptop online and it had been shipped via FedEx. The FedEx site said that the laptop was on a truck in a nearby town since Saturday. I checked again on Tuesday, the website saying the same thing. I called FedEx and they said that they just gave me the runaround. On Wednesday, the website still said the same thing. I called the FedEx office in the town and they researched my package. They called back later and confirmed that my laptop was "missing" and that Dell needs to file a claim due to the loss. Now it is taking Dell FOREVER to file the claim to FedEx! Now, my son will not have the laptop that he has asked for due to all of this crazy mess! I just feel horrible! Sorry to rant......

 

[usnuzuloose]

I feel your pain. It seems that the mail service is terrible this year.

 

[Maybelle]

I'm having a package problem too...as in, I ordered on the 13th and the item hasn't even shipped yet! And the response of the company..."We can't answer your question about when your item will ship right now. We will have to research the issue." WHAT???

So, I feel your pain! Hang in there.

 

[seashoreCM]

'Twas the night before Christmas and all through the house,
Not a creature was stirring, not even a mouse.
(snip)
Down the chimney St Nicholas came with a bound.
(snip)
A bundle of Toys he had flung on his back,
And he looked like a peddler, just opening his pack.
(snip)
He filled a few stockings and then scratched his head,
"I don't have John's laptop," I heard that he said.

*** You finish this part of the story. ***

And laying his finger aside of his nose,
And giving a nod, up the chimney he rose!

He sprang to his sleigh, to his team gave a whistle,
And away they all flew like the down of a thistle.
But I heard him exclaim, ere he drove out of sight,
"Happy Christmas to all, and to all a good-night!"

File a dispute-claim (item not received) with your credit card company before that deadline regardless of how far along the package tracing process has gotten, if said process is not complete. If a "long time" goes by and the vendor doesn't seem to have made progress, you might file the dispute somewhat in advance of the deadline.

Incidentally, theft of packages in the custody of delivery services or shortly after delivery if you are not home, is far from rare.

 

[deakam]

I have a niece that works for the Post Office, she tells me that Fedex and UPS both only take the package so far and then they hand them off to the USPS. In the past year I have had 2 packages left on my doorstep (according to delivery records) neither of them made it past the front door. Both packages were shipped by UPS, for which I paid a shipping fee, but were left at my house by my mailman.

I would call the credit card company and tell them that the item did not arrive. I would call Dell and cancel the item and then I would head to a local retailer and pick up a different laptop. Can't disappoint on Christmas.

 

[AngieMouse86]

I have a niece that works for the Post Office, she tells me that Fedex and UPS both only take the package so far and then they hand them off to the USPS.

This is only true of certain shipping methods, such as UPS SurePost and FedEx SmartPost, in which the respective company only handles it for a certain length of time before it is put into USPS's system and delivered to your door via your letter carrier.

When using other, regular UPS or FedEx services, they will indeed process the package all the way to your door, being delivered off one of their trucks.


OP, I am so sorry about that, I feel your aggravation. My mom had the same thing happen thru Amazon when buying my sisters laptop before she left for college. Thankfully, Amazon was a lot more helpful and just shipped another computer out pretty fast. I hope everything works our as quickly as possible!

 

[Leajess99]

I am so mad right now! My son has asked for a laptop for Christmas. My family and I have always had such good luck with Dell, so I placed my order on December 12th. The laptop shipped the next day. On Monday, the laptop sleeve arrived via UPS. I checked the status of the laptop online and it had been shipped via FedEx. The FedEx site said that the laptop was on a truck in a nearby town since Saturday. I checked again on Tuesday, the website saying the same thing. I called FedEx and they said that they just gave me the runaround. On Wednesday, the website still said the same thing. I called the FedEx office in the town and they researched my package. They called back later and confirmed that my laptop was "missing" and that Dell needs to file a claim due to the loss. Now it is taking Dell FOREVER to file the claim to FedEx! Now, my son will not have the laptop that he has asked for due to all of this crazy mess! I just feel horrible! Sorry to rant......

I would call and talk to a Supervisor at Dell and request that they reship the laptop via overnight express so your child can have their laptop. Unfortunately, mistakes happen and even some delivery people are less than honest.

They can resend the laptop while the claim is being handled by Fedex. The delivery companies are sucking lately.

 

[Leajess99]

I have a niece that works for the Post Office, she tells me that Fedex and UPS both only take the package so far and then they hand them off to the USPS. In the past year I have had 2 packages left on my doorstep (according to delivery records) neither of them made it past the front door. Both packages were shipped by UPS, for which I paid a shipping fee, but were left at my house by my mailman.

I would call the credit card company and tell them that the item did not arrive. I would call Dell and cancel the item and then I would head to a local retailer and pick up a different laptop. Can't disappoint on Christmas.

The post office does not deliver all packages sent by Fedex or UPS. Dell uses Fedex ground or Fedex express to ship their products.

 

[java]

I feel your pain. I awoke to a "weather will delay your package arrival" email today. I paid an extra $25 for expedited shipping, but guess that's not going to happen. It's coming from Tennessee and heading east. Did it start snowing there? It's just raining here.

 

[Pooh2]

Hope it gets straightened out quickly!

 

[marius97]

That is why I never call the shipping company. It is the store's responsibility to deal with any claims for lost goods. I ordered a new camera from Target on black Friday (AKA..My birthday) Its tracking stopped updating after only a day. When I contacted Target, they said that I needed to wait 10 days from when it was shipped before they would refund my money. Unfortunately, I had to take a refund since they were out of stock online.

 

[pigletto]

I have a niece that works for the Post Office, she tells me that Fedex and UPS both only take the package so far and then they hand them off to the USPS. In the past year I have had 2 packages left on my doorstep (according to delivery records) neither of them made it past the front door. Both packages were shipped by UPS, for which I paid a shipping fee, but were left at my house by my mailman.

I would call the credit card company and tell them that the item did not arrive. I would call Dell and cancel the item and then I would head to a local retailer and pick up a different laptop. Can't disappoint on Christmas.

This. Call them and explain that either they remedy this or you will cancel so that you have an opportunity to go get something this weekend. Sorry for your frustration, I would be really disappointed too.

 

[Lizzybean]

I've used Dell for more than 10 years (thanks to their excellent customer). I think you should call and whoever answers say you need your issue escalated to a supervisor immediately and do not budge. When you get a supervisor on the phone tell them this is unacceptable, they chose FedEx as their carrier and theft or loss of packages is not your responsibility. Then I would offer a solution, like pp said another laptop overnighted at their expense. Dell has a lot, A LOT, of competition and you made a major purchase. As a company it would behoove them to make this right.

 

[clj1410]

I ordered a laptop from Dell on Black Friday morning, unfortunately I screwed up my credit card info (think it had something to do with staying up all night shopping)! Anyway once that was sorted, they shipped it pretty quick via FedEx. FedEx try to deliver it to my house, but I was at work, so they left the delivery slip telling me they had tried to deliver. It said I could sign the slip and they would leave it, decide having a box left on my doorstep with Dell written all over it was not a good idea! i opted to have it routed to my local FedEx office, so I could pick it up.

I had to sign for the laptop, FedEx would not leave it with out a signature!!

I hope you get it sorted out and your son gets his laptop!

Sent from my iPhone using DISBoards

 

[Jenny3]

I ordered boots from nomorerack on Nov 25th and still haven't received them. Not as big of a deal as a laptop, but frustrating nonetheless! I won't be ordering from them again.

For your son... try to find a box that is the same size as the laptop and print out a large photo to tape on it. Wrap that up and hopefully he will understand that his gift is on the way!

I really hope it arrives in the next day or so!

 

[c.w.e.m.]

OP here......I am still totally frustrated! I called Dell yesterday to plead my case. I asked to speak to a supervisor and he still was not any help. I asked to speak to his supervisor and he REFUSED and hung up on me! I checked the order status today and it still says "in production". It does not look good for my son. I am going to call again today to see if anything can be done. I am also going to call FedEx to let them know how I feel about the situation. It really sucks that that people have to be dishonest and take things that do not belong to them. ERRRRRRR!

 

[js]

OP here......I am still totally frustrated! I called Dell yesterday to plead my case. I asked to speak to a supervisor and he still was not any help. I asked to speak to his supervisor and he REFUSED and hung up on me! I checked the order status today and it still says "in production". It does not look good for my son. I am going to call again today to see if anything can be done. I am also going to call FedEx to let them know how I feel about the situation. It really sucks that that people have to be dishonest and take things that do not belong to them. ERRRRRRR!

SO sorry to hear about your ds's Christmas present.
If I were you, I would go out and purchase another laptop and cancel your order with Dell. If you cannot cancel until the laptop arrives, then once you get send it back. Call to speak to someone and have them pay for the shipping costs for you to send back.

You can go out today and this weekend to get another laptop.

Good luck and let us know what happens.

 

[Lewisc]

Not the problem with the OP or with packages like computers which require a signature.....There is an increasing problem with thieves taking packages left by front doors. Sometimes the thieves are all but following the delivery trucks.

 

[KSL]

OP, I am amazed that they are giving you such a hassle! I recently ordered something from Harry & David and had it sent to the completely wrong address (oops - they moved over a year ago and I hadn't updated my address list! ). When I realized what had happened, I called to see whether it was maybe still enroute and could be fixed (still same city). The rep told me it had already been delivered, but that since the intended recipient hadn't received what they were supposed to get, she sent a whole new order free of charge! I couldn't believe it; I was fully prepared to pay again for a new order since it was 100% MY mistake. I know what I ordered was tons less for H&D to replace than a laptop would be for Dell, but you cannot be the first person in the history of Dell that has had a laptop go missing, and this is how they handle it!? My point with the H&D story is that many retailers are still offering excellent customer service and I am surprised and disappointed to hear that Dell isn't making it right for you. Worse, they are being disrespectful - hanging up on you!? My word! My suggestion: cancel that order completely and put a dispute on your credit card. Then, if you can find a suitable substitute on short notice at a local retailer, go that route (we have had fantastic customer service from Best Buy, if there is one near you). If you are feeling rushed about making a new choice of laptop, do what a PP suggested and print out a photo of a laptop and wrap that. Explain something like, "I wanted to be sure to get what you want, and Dell has been a problem, so let's choose one together!" Maybe he would like that even more!? You will work something out and he will still have a wonderful Christmas.

 

[maggiew]

OP here......I am still totally frustrated! I called Dell yesterday to plead my case. I asked to speak to a supervisor and he still was not any help. I asked to speak to his supervisor and he REFUSED and hung up on me! I checked the order status today and it still says "in production". It does not look good for my son. I am going to call again today to see if anything can be done. I am also going to call FedEx to let them know how I feel about the situation. It really sucks that that people have to be dishonest and take things that do not belong to them. ERRRRRRR!

Last year I had several things stolen from right on my porch. The UPS guy had made a SECOND delivery of the day at 7:32 PM! So we weren't expecting that and didn't see them. The UPS company acted like they thought WE stole the items. They put a "SiGNATURE REQUIRED" for every UPS delivery after that for a whole year!! It was a pain.

Maggie