UGH! Lost Shipment!

[bpesch]

I ordered boots from nomorerack on Nov 25th and still haven't received them.

nomorerack.com is one of the absolute worse companies I've ever dealt with. Google nomorerack.com complaints and you'll be reading forever. I really hope you eventually get your boots but don't be surprised when they just up and cancel your order for no apparent reason. I will never order from them again and am very vocal about what a terrible company they are.

 

[disneymagicgirl]

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.

I'm in Nashville and there is sun....maybe it's too cold to deliver ;-)
I did see in the local news last night that the Mid East part of the state may see flurries overnight...but no big deal. Guess its just an excuse. Hopefully your stuff will arrive on time.

 

[Jenny3]

nomorerack.com is one of the absolute worse companies I've ever dealt with. Google nomorerack.com complaints and you'll be reading forever. I really hope you eventually get your boots but don't be surprised when they just up and cancel your order for no apparent reason. I will never order from them again and am very vocal about what a terrible company they are.

I definitely should have Googled before I bought anything from them! I did contact them regarding the boots and the customer service rep said that if I don't receive them by Christmas, they will refund my money plus give me a credit towards a future purchase. So that was nice, but it doesn't help me at the moment.

I did receive the other part of my order (iPhone accessories) so at least I have one of my items.

 

[Donnainnj]

Both Del and Fedex have Facebook pages, might want to start putting your fight up there. Has worked for other people I know that were having a problem with Sears.

 

[Lizzybean]

Both Del and Fedex have Facebook pages, might want to start putting your fight up there. Has worked for other people I know that were having a problem with Sears.

Social media is a good idea. Tweet about it too if you have twitter.

 

[Fire14]

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.

here in central Ohio yes dusting of white crap. DAd in MI said they have plenty to go around if I'd like some extra.

 

[seashoreCM]

Some vendors have insurance that requires that the package be missing for a certain minimum length of time before they can collect on a claim. So they often keep the customer waiting that long before issuing a refund.

Some prognosticators have said that brick and mortar stores will give way completely to on line stores. Until the problem of delivery losses is solved, this changeover will not happen.

 

[c.w.e.m.]

OP back again....I spent 90 minutes this morning on the phone with FedEx and Dell. I know that it is not Dell's fault that FedEx "lost" the package. I just wish that they were able to speed up the reoder process! There is just no excuse for FedEx. At one point to today, one of the agents for FedEx said that "we just have too many packages to deliver"! I guess that she is not aware that delivering packages is their business! Dell said that the expected delivery date is Dec. 26th, but it could be sooner. I do not know what to do. I have had very good luck with Dell products and have spent a long time deciding which laptop would serve DS the best. At first he had requested a convertible laptop, which was not going to happen due to the newness of the technology and the high price. I had decided on an ultrabook. Maybe I will go and buy a tablet for him to open and wrap up a picture of the ultrabook. At least he would have both. FedEx has admitted that one of their employees has stolen the laptop and they were taking action. That does not help DS in the least on Christmas morning!

 

[DawnM]

I am trying to understand exactly what happened.

You ordered from Dell. Dell DID ship the package, but FedEx lost it? Does Dell not believe you? Are they saying they won't file a claim? Can you file the claim?

 

[c.w.e.m.]

I ordered from Dell on 12/12. They shipped the laptop on 12/13. The tracking information from FedEx seemed normal until 12/15. On 12/15 it showed the laptop on the truck in a nearby town ready for delivery. The status never changed after that. After several calls to FedEx, they investigated and said that it was stolen by an employee at FedEx. Dell does believe me and have spoken with FedEx. The problem is that filing a claim, replacing an item and shipping it takes time that I do not have before Christmas. Any other time, this would only be a slight frustration. Due to the time crunch from the holidays, it has become a real pain!

 

[MomToOne]

I am trying to understand exactly what happened.

You ordered from Dell. Dell DID ship the package, but FedEx lost it? Does Dell not believe you? Are they saying they won't file a claim? Can you file the claim?

Dell shipped, sounds like a FedEx employee stole it. It happens a lot more than we'd like to think these days. I had something similar happen earlier this year, but thankfully with a much less significant purchase.

It sounds like both Dell and FedEx are finally on board with the OP, but only thanks to her persistance. Packages do just get lost sometimes, so you will often get the "we need 10 days to track the package" story out of a lot of companies when you first report a missing package. It stinks, every company should immediately reorder for you and rush ship and then have the original package returned to them IF it is found, but very few actually do that. I know companies are often beat up by customers trying to get something for nothing, but this is clearly not that sort of situation, and these companies need to figure out that they need to give better service to customers or they will probably not be customers again.

OP - I suggest just wrapping up the laptop sleeve and putting an IOU for the laptop inside. There's no need to buy a tablet too if the new laptop will be there in another day or two. If your son is old enough to be getting this sort of laptop, he's old enough to wait a day or two.

 

[Leajess99]

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.

Did you see the story from Clermont Florida about the 8 year old girl taking packages left on the people's doorsteps?? I know where I live UPS and Fedex both have said they will not leave packages because I live in an apartment complex. After seeing about the 8 year old, I completely understand. Thieves are everywhere and it does not matter age or race.

 

[pixiewings71]

You shouldn't be talking to Fed Ex at all, that is Dell's job not yours!! Dell can see from the tracking that your package has not been delivered, they should have replaced for you free of charge the first time you called. I would not be waiting for Dell to do anything, I would be cancelling the order and buying him a laptop from an actual store. That is unacceptable in my book so they wouldn't be getting my business at all. Sorry OP, I hope you get a resolution in time for Christmas.

 

[akcire]

My conversation with dell and fed ex would be very different. FedEx lost it or hired an employee that stole it. I did my part. I ordered on time and paid. How Dell FedEx worked it out is of no consequences. FedEx has custom critical service. Heck a dell employee could drive a replacement.

You have been too patient op. go blast their Facebook pages with dates and first names of who you talked with. You and your son should not be penalized for employee theft followed by incompetent customer service. I don't care if the person on the phone is nice. If they can't fix the situation ask to speak to the supervisor keep going up the chain with dell.

Once resolved I would write a letter about your experience and mail it to the board of directors of each company. I would send one to each board member. It's worth the $10-15 in postage so these people understand the frustration level of their customers.

 

[Leajess99]

I ordered from Dell on 12/12. They shipped the laptop on 12/13. The tracking information from FedEx seemed normal until 12/15. On 12/15 it showed the laptop on the truck in a nearby town ready for delivery. The status never changed after that. After several calls to FedEx, they investigated and said that it was stolen by an employee at FedEx. Dell does believe me and have spoken with FedEx. The problem is that filing a claim, replacing an item and shipping it takes time that I do not have before Christmas. Any other time, this would only be a slight frustration. Due to the time crunch from the holidays, it has become a real pain!

OP - I would go ahead and wrap up the picture of the present with a letter to your son explaining that the present will arrive a little late via Santa's Helper. If he still believes in Santa than blame it on a naughty elf or something. Hopefully Dell will be able to get it to you before or possibly even on Christmas. I am sorry that this has happened to you and I think that fedex should be making every effort to get it delivered the fastest way possible.

 

[bumbershoot]

That is why I never call the shipping company.

Exactly. You never call the shipping company; they almost certainly won't deal with you. And in the case of UPS and amazon, UPS will tell you the wrong info just about every time. amazon has their own way of doing things, and their own UPS reps to talk to, and the normal UPS reps are 100% clueless.

Dell should have their own relationship with their shippers, and it's not our job to talk to the shipping company.

I checked the order status today and it still says "in production".

I'm no expert in Dell, but I know that if a shipping status had changed on amazon's site, it would mean that the package NEVER got out the door. I would say that this is probably very telling, and that the package isn't actually a package. Nothing on FedEx's end would have changed that status on Dell's site. Right now you're just chasing your tail, and asking Dell and Fedex to do the same. Get them to work on that "in production" order status; that is almost certainly where the problem is.

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

As well they should have gotten the signature! You had something *stolen* from where they left it; that pain should be wanted, of having to sign for it.

OP back again....I spent 90 minutes this morning on the phone with FedEx and Dell. I know that it is not Dell's fault that FedEx "lost" the package. ....At first he had requested a convertible laptop, which was not going to happen due to the newness of the technology and the high price. I had decided on an ultrabook. Maybe I will go and buy a tablet for him to open and wrap up a picture of the ultrabook. At least he would have both. FedEx has admitted that one of their employees has stolen the laptop and they were taking action. That does not help DS in the least on Christmas morning!

I don't know why you are torturing yourself like this. FedEx isn't going to have the info on this; there is no possible way they could know that something was stolen, if a claim/trace hasn't been filed. I know with UPS traces take weeks and I don't see why FedEx would be a shorter time. I think they are just making stuff up now.

The order status on Dell's site shows that it's in production; that the computer is still being made. I would trust that more than I would trust FedEx saying that someone had stolen it. The likelihood of someone actually knowing that is low. The likelihood of you getting someone on the phone who would know AND say it is infinitessimal. The likelihood of someone telling you that actually being in a position to know that is almost zero. Whereas someone telling you something like that almost certainly has NO clue as to the real situation.


Given your explanation of the criteria and possible things you could give your son, it sounds like he's old enough to understand but not old enough for this to be a desperate need. Doesn't sound like he's in college and NEEDS that laptop before he gets back to campus. If a tablet or ultrabook could suffice, it seems to me like he can wait. Will it be a bummer? Sure! Will it destroy his schooling and future? Doesn't sound like it.

I would stop calling FedEx, I would focus on Dell. Their status shows that it hasn't been shipped. Something funky is going on with the box at a FedEx facility. The combo almost certainly shows that there was nothing in that box when it left Dell. Does it have a shipping weight, by the way? While researching amazon orders I sometimes found that the actual shipping weight was very telling on if there was something in the box at all, or if that something was the wrong item.

Just go from there. Sort of reboot yourself, reboot your frustration level. Start again. Order status says it hasn't been shipped. Box doesn't appear to have anything in it. Son is x years old, can or cannot understand a delay, etc. Cancel it if you can get a brick/morter replacement...or don't cancel it but get a partial refund but make sure they send you one asap. Depends on what they'll do and what your son can deal with.

Just start over. And stop talking with FedEx. They are driving you off the deep end, and they will NEVER truly be able to assist you. You are not their customer; Dell is.

 

[MomToOne]

The order status on Dell's site shows that it's in production; that the computer is still being made. I would trust that more than I would trust FedEx saying that someone had stolen it. The likelihood of someone actually knowing that is low. The likelihood of you getting someone on the phone who would know AND say it is infinitessimal. The likelihood of someone telling you that actually being in a position to know that is almost zero. Whereas someone telling you something like that almost certainly has NO clue as to the real situation..

Given what the OP has said, I suspect Dell is re-doing the order now, hence the "in production" status at this point. It doesn't mean it never shipped, just that they are building it again. They build machines to spec once ordered, it takes a few days.

 

[Boston Tea Party]

I am with you. My son's bass guitar is now missing. The tracking hasn't updated for two days now and I paid $35 to get it here quickly.

 

[c.w.e.m.]

Dell shipped the original laptop on 12/13. It was at our local FedEx as of 12/14The local FedEx office confirmed that one of their employees had taken the laptop. My DS is and old enough to understand and wait one more day. I just feel bad for him. It has been a hard year for him, as he injured his back and has not been able to walk without assistace since September. I just want him to be happy on Christmas.

 

[maggiew]

As well they should have gotten the signature! You had something *stolen* from where they left it; that pain should be wanted, of having to sign for it.

I agree. In my case I was happy they put in a signature order because I felt safer with my packages. But it gets old after a year. Especially when the UPS guy complains EVERY time about it. My elderly dad is the one at home during the day so he has to listen to the UPS guy most of the time. I did 95% of my Christmas shopping online this year. So we are getting packages every day.

The only thing I didn't like is that UPS treated us like WE stole the packages. They didn't take any responsibility for leaving packages on our porch late at night, in the dark, after they had already had a previous delivery to our house that day. No doorbell or knock. By the time they delivered, the whole family was home, so someone would have heard it.

Maggie