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A Stolen Package & Great Customer Service
As I have covered before, I have been doing a fair amount of reselling this year. While Miles to Memories really isn’t a reselling blog, I do feel that sharing the occasional experience (like getting threatened by manufacturers) could be helpful to readers. Some of you have reached out to share your selling stories and I know others are interested in getting their feet wet.
Theft Is Everywhere
One thing you have to look for when reselling is theft. As things begin to scale up, packages are being delivered almost daily (and sometimes daily) from several different companies. For example, my house gets separate deliveries from FedEx Air and Ground, UPS, OnTrac and local couriers for companies like Staples. This means a lot of packages are coming and deliveries are spread throughout the day.
Luckily I work from home and am thus normally able to pull these packages inside fairly quickly after delivery, but no doubt there are people who might notice that I get A LOT of deliveries. Naturally when I was getting ready for my family’s vacation a few weeks ago I made sure there wouldn’t be any deliveries while I was gone.
Here is what I did:
- I put a USPS hold on my mail (Free)
- I put a vacation hold on FedEx (Free)
- I put a vacation hold with UPS ($5 per package or free with UPS MyChoice Premium for $40 a year.)
I also made sure all of my deliveries were with the above companies. There were no random packages coming from a courier service for example. Everything was covered, or so I thought.
FedEx Smart Post
Before leaving on my trip I noticed a good deal on a product from Groupon. During the deal I was able to order five of one type of the product and five of another. This product shipped out in two separate packages one day apart. Unfortunately the product was shipped via FedEx Smart Post. This is the service where the package makes it to your city via FedEx, but is delivered by the postal service.
Of course you would think that since I had a hold on USPS AND FedEx that these packages would not have been delivered. Unfortunately it seems that Smart Post sits in its own little black hole of vacation holds. For some reason package #1 was delivered on Saturday and package #2 was delivered on Sunday. We arrived on Monday night from our vacation to find that package #1 wasn’t anywhere to be found.
Groupon Is Awesome
While packages stolen from your house are normally your responsibility, I felt like I had a legitimate claim considering I had holds in place with both USPS and FedEx. My first step was to contact Groupon using their online form. I explained that one package arrived and the other didn’t despite the tracking stating that both were delivered. I also explained that I had a vacation hold in place with both FedEx and USPS.
I figured the next step was for them to open up an official claim to investigate, but that didn’t happen. Instead, I was shocked to receive an email within a few hours explaining that my money for the package that wasn’t received had been refunded. Wow! Talk about great customer service and they truly are to be commended.
A Camera For Protection
I have been meaning to setup a camera that simply watches my front door for awhile. Network cameras are fairly cheap these days and have very high quality pictures. Had I put one of these cameras up then at least I would know what happened to the package. Getting a camera will also mean I have to worry less about being home to get a package inside. This is now priority #1 for me.
People really love to get pissed off when I point out that companies have terrible customer service. (Just look at the comments here.) The truth is I just honestly report my experiences and am more than glad to give a company credit when they go above and beyond. While I think it would have been completely reasonable for Groupon to open an investigation, the fact that they were willing to refund this order for a good customer says a lot about the company to me.
Have you ever had packages stolen from your front door? Do you have a camera in place now or some other form of protection? Let us know in the comments!
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