Order lost in transit - vendor says not their problem?

**Mischka** · 10-11-2011, 06:34 PM

On August 16th, I placed an order for eighty dollar's worth of shaving goods from a vendor that is outside of the USA. I know that international shipping can be slow, so I patiently waited for it to arrive. After a month had passed and it hadn't shown up, I contacted the vendor, who reassured me that it wasn't unusual for an order to take over a month to be delivered.

Fast forward to today -the confirmation number they furnished still has the same status now as it did when he said he shipped it and it's closing in on two months since I placed the order. I sent another polite email, informing him that I still haven't received my goods and asked for either a refund or replacement order. His reply was "Please contact usps postal service. We try to learn the status with tracking number. Even if the customs procedures may be waiting a very low probability." I'm not quite sure what to make of this because it sounds like they're telling me it's my problem and not theirs - my question is, am I SOL?

(For reference, I placed a different order with them on September 21st and it was delivered last Friday.)

I paid with PayPal and the lost order was sent registered mail. Not sure what to do at this point.

**garyg** · 10-11-2011, 06:38 PM

File a PayPal claim for goods not received

**AABCDS** · 10-11-2011, 06:40 PM

Originally Posted by garyg

File a PayPal claim for goods not received

+1. You only have 45 days after you made the payment to do so. I would wait until day 42 or 43 to give it as much time as possible.

EDIT: It looks like it's been over 45 days since you made your PayPal payment. The next step is to file a claim with your credit card company if you used a credit card to fund the PayPal transaction.

**Mischka** · 10-11-2011, 07:49 PM

I really had hoped that perhaps something was lost in translation regarding my request for a replacement order or a refund. I've previously spent a few hundred dollars with this vendor and my other orders all arrived without incident, error or delay. Being unfamiliar with shipping policies in another country complicates things because I'm unsure if their version of registered mail includes insurance on their end.

I used my platinum Amex card via PP. One of the reasons I pay the exorbitant annual fee for it is because they are supposed to cover this type of problem - we shall see.

**AABCDS** · 10-11-2011, 08:01 PM

The best of luck to you, sir. I hope it all turns out well. I've never had to file a "goods not received" claim with PayPal or my credit card.

**Go West Young Man** · 10-11-2011, 08:30 PM

What country was it coming from?

**mdunn** · 10-11-2011, 08:36 PM

Did you pay for insurance?

I had a package sent from the states that took over 6 weeks to get to me, but it arrived in the end.

**Mischka** · 10-11-2011, 09:43 PM

Originally Posted by Go West Young Man

What country was it coming from?

Turkey.

Originally Posted by mdunn

Did you pay for insurance?

I had a package sent from the states that took over 6 weeks to get to me, but it arrived in the end.

No, I didn't. Shipping was free because of the size of the order and it was shipped (Turkish) Registered Mail. In the United States, all Registered Mail is insured mail, so I assumed the same applies to other countries postal services. Delivery Confirmation is a horse of a different color, I hope.

**raisindot** · 10-12-2011, 07:19 AM

Originally Posted by Mischka

Turkey.

No, I didn't. Shipping was free because of the size of the order and it was shipped (Turkish) Registered Mail.

So...just how many Permasharps or Polsilvers did you order?

**40boy** · 10-12-2011, 09:50 AM

Since the PP window for action has passed, call AMEX.

All my dealings with them have been incredibly positive. I'd be very surprised if they don't handle it 100% to your satisfaction.

**ahoiberg** · 10-12-2011, 09:54 AM

now that you posted about it, did the package show up? that's what happened to me with who, i assume, is the same company. it was pushing 1.5 months for my order to arrive. hope you get it resolved somehow.

**devorenm** · 10-12-2011, 09:59 AM

Originally Posted by 40boy

Since the PP window for action has passed, call AMEX.

All my dealings with them have been incredibly positive. I'd be very surprised if they don't handle it 100% to your satisfaction.

This. There is a reason people pay ridiculous fees to their CC companies and to processors (besides obscene profit I mean). AMEX will probably remove the charge from your card and then try to mediate. In the end they will either eat the charge (if it is small enough) or if they think they can get away with it they will issue a chargeback through paypal.

**Go West Young Man** · 10-12-2011, 10:51 AM

I've heard of shipments taking as long as 3 months to make their way over from Turkey, even money says that as soon as you've finished filing all the claims it'll mysteriously show up the next morning!

**Mischka** · 10-12-2011, 05:14 PM

Originally Posted by Go West Young Man

I've heard of shipments taking as long as 3 months to make their way over from Turkey, even money says that as soon as you've finished filing all the claims it'll mysteriously show up the next morning!

Originally Posted by ahoiberg

now that you posted about it, did the package show up? that's what happened to me with who, i assume, is the same company. it was pushing 1.5 months for my order to arrive. hope you get it resolved somehow.

It hasn't shown up but as I mentioned before, an order I placed with them on 21 September arrived last Friday. I'd like to preserve a good business relationship with this vendor and I'm concerned that they don't have a good command of the English language, based on their reply.

I sent another email this morning, along with one from the USPS that I forwarded, asking for either a refund or replacement order. (The USPS stated that the package is not in their system) No reply as of yet but I'll give them until Friday. If they do give me a refund or ship a replacement order, I will gladly pay for the lost one, should it show up afterward. I don't want to cheat anyone but I don't want to be out eighty bucks, if I can avoid it.

On a brighter note, when I ordered two Muhle R41's from Ireland, they arrived in less than a week. And, the second order from the Turkish vendor was for 500 more Perma-Sharp blades, so at least I got to try them in the R41... and have been enjoying BBS shaves for the last few days.

**Captain Coconut** · 10-12-2011, 06:58 PM

What I got from their response is that there is a chance it's just still tied up in customs, which is a very reasonable assumption. I didn't get an "It's your problem" vibe at all.

**Nicks&Cuts** · 10-12-2011, 07:35 PM

It's a shame it's taking so long to arrive. Completely understand not wanting to be out of pocket $80.00.
My thoughts are that if you pay a vendor for shipping, they should sort it out for you, even if its the postal service they need to talk to. You're paying to have the goods shipped to you, not just shipped. If a refund was given and they do turn up, I think it's a good call to pay as you said. In that case it's far better to keep a good relationship going than have a falling out over issues out of the vendors control (customs, usps etc).

**milnerpt** · 10-12-2011, 09:35 PM

FWIW I puchase a lot of cycling products overseas. I would be more willing to bet customs is sitting on your good. I would say 90% of the time, my stuff would be delivered in 4-10 days (faster from UK to Seattle that inside the US sometimes!), however, occasionally it would take more than a month, and would have signs that it was held in customs, or have duty fees associated with it.....

**TZee** · 10-13-2011, 04:55 AM

I'm sure it depends on the the country of origin. Anything coming from the UK to the US would most likely be expedited unless the seller is shady. I sent a package to the Netherlands via USPS Priority International on a Thursday, and it arrived there Tuesday. That's how long it would have taken to ship it domestically.

Although I have not experienced a problem with the aforementioned vendor who specializes in providing the necessary tools for the best shave, I have heard of others who have. Considering how much revenue this site generates for the aforementioned vendor, if they fail to reimburse you after a short while, I'd be obliged to say that it is a [insert the shortened version of "Richard" here] move on his part.

**Price** · 10-13-2011, 05:16 AM

I'm not so sure I agree. The vendor shipped the order and provided a tracking number. Your beef is with the delivery agent, not the vendor. More than likely, the order is stuck in customs, but I believe the most appropriate avenue for recourse for the buyer would be to file a claim with the delivery agent. I'd imagine the vendor would be happy to help in that endeavor, as would AMEX, but I don't believe the liability here lies with the vendor. I'm no lawyer, though, so...

**leonidas** · 10-13-2011, 05:56 AM

....you are probably talking about Bestshave.net. i am awaiting a order from them too......

.....i paid on Aug 28th and they shipped Sep 6th........

.......................so who knows where it could be......