Advice needed - unhappy customer

[Former_Member]

A gentleman placed an order on 11/8 (Thursday) last week. I shipped the order via USPS First Class (per my shop policies) with delivery confirmation. He contacted me yesterday (11/15) saying he has yet to receive his package and essentially accusing me of lying. Per the USPS tracking information his package is in his state of residence in a sorting facility. I responded explaining that perhaps due to Veteran's day his package has been delayed and asked him to give it until Saturday for delivery.

Today I received a very nasty message again accusing me of lying. USPS tracking still shows his package moving through sorting facilities in his state. He expects me to "do something" but isn't specific as to what he expects.

I hesitate to offer a refund or discount because I know his package was sent and that he will probably get it tomorrow. I'm refraining from a reply this evening for fear of stating something I will regret and I want to see what USPS tracking shows in the morning when it updates.

What would you do?

[Untwistedsister]

I would contact your local post office and see if you can find out what the holdup is. I would also give him the link to the tracking information so he can see for himself that it's hung up in transit. If he has the tracking number he can call his local post office also and check on it's location.

[Former_Member]

^^ this. for sure.

[Former_Member]

I agree with Terri. I would definitely supply him with the tracking info. If you don't do that automatically, I think it would be a good idea to start.

The Post was closed on Monday and sometimes they don't deliver on the weekends either (it depends on the size of the Post Office's city).

[Former_Member]

I am sorry that happened, can you give him the link to the tracking info?

[ModernHermine]

I had some priority stuck up for 5 days this week!! It must have been monday and some off my parcel post is taking 9 days this week!!! I would email him the link to the PO so he can see the chart himself and say this is your package and this is its location. When it says out for delivery you can expect that, you can also add his email in so he gets the notices.

[Former_Member]

I bet you it will be delivered tomorrow!

I absolutely agree with Terri. I would contact the post office - perhaps even his local shop as well and see what the issue is. What exactly is he accusing you of lying about? That his package is on the way?

If he wants you to do something - give him the tracking number but call the post office involved and/or the sorting facility. Even if they don't give you substantial information, you could still say to him," I talked to so and so and they said...Here is her name and number if you want to call yourself".

But I still bet it will be delivered tomorrow! LOL

[Former_Member]

Good point about Veteran's Day - the delivery might be delayed just because of the holiday. Sorry that you're going through this =/ It sounds like a good idea to provide him with the tracking info, so he has a clearer understanding of the situation.

[Former_Member]

Also, things may still a little hung up from Sandy. Post Offices hit by the storm on the East Coast had to deal with all the mail that was supposed to be processed on the days they were closed down.

[Former_Member]

I always give tracking information in the confirmation email...I should have mentioned that specifically in my original post. I know he looked at the tracking info because he copied and pasted a portion of it in his message to me. His package went from Illinois to Florida so the East Coast shouldn't necessarily impact it although I know some mail has been rerouted in weird ways.

I hope it's delivered tomorrow and the whole thing is put to rest. The sorting facility is literally 25 miles from his home address and the package has been there for 2 days.

Thanks everyone for your suggestions. I appreciate the input!

[Former_Member]

There should also be a date stamp somewhere on the package (or your receipt, if you do the mailing in person at the PO) that would prove that you shipped it out on time, if that's what he's accusing you of lying about.

Sorry you're dealing with this.

I have a feeling your customer is upset because he might have waited until last minute to order knowing he needs this item by a specific date, and now he might be crossing the deadline. Just a thought.

[Former_Member]

I hope he gets the package soon because he will need your items to help him get in that zen mood he so desperately needs! : - )

[Former_Member]

Did you provide him the delivery confirmation? If not you should so he can check the status himself so he can stop being overworked on the package.

[FiestaKidsBoutique]

If you shipped the item within the time you specify in the listing, then DO NOT WORRY, I really feel that some customers do this with the nasty intention of getting a refund or at least the shipping cost back.

DO NOT refund any money if you shipped in time and you have proof of shipment.
I´ve receive some ugly uuuugly emails with customers saying things like I ruined their perfect reputation because it was a gift, bla bla bla.... really, not joking. But my policies and shipping procedures are clearly stated all over my shop.

You did the right thing, just wait, he´ll probably send you several other emails, just stay cool, find out what you can at the postal office but like I said, if you shipped in time and your listings and policies are clear, just do not worry, he is absolutely trying to get some money back or needs his medication (LOL)!!!!

Best wishes =o)
Laura

[Former_Member]

Thanks everyone for your insights!

Update: The current package tracking lists it as "Out for Delivery". I look forward to having this whole thing put behind me. Now to see what kind of nasty feedback I get!

[Former_Member]

First class can easily take up to 7-10 days delivery "not counting weekends/holidays". It is normal. It will usually take longer if there is a holiday in there.

Just let him be mad because he will get his package, and the proof is in the DC number. There will "always" be customers who throw tantrums over nothing, who blame the seller for everything, even when there is no reason to. It just simply shows you what type of person he is............not a very nice one.

If he wanted to go Priority, he could have asked ahead of time.

I sold on ebay for 12 yrs and believe me, no matter how fast you get your item out, if the PO is one day late, there are buyers who will rant and rave. Just be nice like you've been doing and assure them that their package will arrive soon.

[Former_Member]

you can also tell him, that, by buying your item he agreed with your shop/ shipping policy.

[Former_Member]

Hi Katrin, just don't worry, the package is now so close he will definetly get it.
I know it could make you feel upset to be called a liar but some people have just less patience than others - or are scared of online shopping bacause they never did it before!
Just wait a little, try to explain him politely that you made what you had too and contact the post office as soon as possible to be sure they oackge is on his way.
I'm sure this gentleman will apologize as soon as he gets the item, it is sometimes so easy to say bad words when you're feeling fooled - but that's not the case at all and your feedback is a proof.

[Former_Member]

Glad the package is out for delivery! I agree with Kathy there will always be unhappy customers. You just need to stay as positive and friendly with them (as hard as that may be sometimes), make sure the product arrives, and move on. Some people just like to complain.

[PiecesofMeCardsnMore]

I ordered something from Etsy while the whole Sandy thing was going on but the item was coming from Calif. She shipped it on Nov. 2 and as of this past Wed. (the 14th) I still hadn't gotten it. Tracking was showing nothing other than the post office had received it on the 2nd. I was patient because I'm a seller too and I would ask that of a buyer. When it didn't show up by the 15th, I contacted her and she was gracious enough to offer a refund or to send another. I asked her to send another and that I would return the first if it ever arrived. Well doesn't it figure, the package showed up yesterday - the day after she said she'd send another! I convo'd her as soon as I got it - before I even opened it! - to let her know in case she hadn't shipped the second one yet. I never heard back from her so hopefully she got my message before she shipped it out. My package took 14 days from Calif. to Mass. but there were two weekends and a holiday in there. Other items I ordered during that time arrived in 3 days or less. I have no idea where it was during that time. Tracking only shows the day it was received and the day it was delivered with nothing in between.

[Untwistedsister]

I'm about an hour from Orlando and have shipped items that say they are in that sorting facility for days, then all of a sudden, the whole thing is updated and it's 'out for delivery'. We deal alot with the VA and I can't tell you how often their computers go down.

[Former_Member]

Well this guy is goofy if he has the tracking number and can see for himself where the package is, good grief. Last year around Christmas I shipped a package from here in TX to NYC and it was running several days late. Thank goodness the customer was understanding. I am so sorry this happened to you. I can tell you want to do your best for your customer. If you are like me, it makes me feel sick when something like this happens.