Item not received...yet

[MariasWorkshop]

I purchase many gift items and numerous supplies from Etsy Shops through my buyer account. Right now, I have a situation developing. I placed a small order from a shop (new to me) on Jan 21 and placed a second slightly smaller order on January 22. I received the second order on January 26. However, I have not yet received my first order, which according to the tracking information, was shipped on January 22.

I checked the tracking and all it states is that the package departed Spokane, WA on January 23 (I am in Cypress, Texas). I contacted the shop and I was told to check with the post office. This seemed rather blunt to me. I have two Etsy shops and I would contact the post office myself to check on a situation like this. Regardless, I have been calling my post office branch for over an hour without any luck. I finally spoke with an agent who gave me a customer service telephone number for my area. I now have been waiting on the phone for the last 25 minutes listening to a recording telling me that “your call is very important to us, please wait…”.

In my experience as a buyer, the seller has always responded with concern and they investigate themselves. On a couple of occasions, when an item was missing in a package, or was never received, the seller has sent a new item to me without charge. I keep going back to those sellers.

The response from this shop was a first for me and I know this question may seem to be premature, but I need to be prepared. Do you think this is appropriate customer service? and, What do you think I should do if I do not receive my order in the next couple of days?

[Vintagefrenchlinens]

We deal with tracking numbers all the time, shipping worldwide. Fortunately, missing or delayed deliveries are rare. But whenever they happen, and because we are the shipper, we chase missing or delayed items on behalf of our customers and keep them up to date with all and any information that we have. After all, we are responsible in that we have taken money from the customer, and it is therefore incumbent on us to safeguard the rights of the customer. This philosophy has served us extremely well, and we are very very proud of our customer service, and that is shown in our 100% feedback.
Having said all that, the service you are getting from your supplier frankly stinks!
You have a couple of actions to take. First, report the supplier to Etsy as I believe they are in breach of Etsy ethics. Secondly, you leave appropriate negative feedback, and send a personal message to them explaining the reasons for negative feedback, and also informing them that you will never darken their doorstep again.
Harsh, I know, but this shop needs a wake up call.
Just my tuppenceworth.

[RomaMiaTradingCo]

Customer service is key, and some sellers just don't get that. Granted, some people don't have the bubbliest of personalities, but if you want to sell, put on the happy face and do your best to make your buyers happy.

You have done your part to track down this package. I've heard nightmare stories about dealing with the post office. If you don't receive it, I would do as Nan and Dermont has said.

I'm not one to leave negative feedback or report people (I really have to be pushed to my limits to do that), but if they are being difficult and not helpful with getting you your orders, than it might be in order unfortunately. While they didn't loose the package (Thanks USPS), they should do something to compensate for it.

[maydaylabels]

They are not in breach of "Etsy Ethics"; there is nothing in the TOU that says a seller must contact the USPS on behalf of the buyer.

The seller is responsible for your package if it is not yet delivered; after a certain period of time you can claim non-delivery and receive a refund or a reshipment.

Probably the package should have arrived by now but it is not guaranteed; I would give it another week before filing a non-delivery claim.

As far as having you contact the USPS instead of doing it herself; this is kind of iffy. If an item were not delivered by Walmart yet would you expect them to contact the USPS on your behalf? probably not. However, if the item didn't arrive in a couple of weeks, you'd expect them to send another one or refund the purchase.

Luckily there is a much much easier way than calling the USPS, which I agree is irritating. You can send in a request for more info online; likely they won't have any extra information for you but they might, and it's a lot faster than waiting on hold.

[MariasWorkshop]

Thank you all for your comments.

Matthew and Sara, I agree with most of what you say and thanks for the idea to go online instead of calling on the phone. However, I would not put an Etsy shop on the same level as Walmart or a similar store. I thought we were more personal and had a higher level of service. That being said, I buy many supplies from Etsy shops in great part to support fellow Etsians, but I also buy from huge outside providers. A couple of packages have gone missing in the past. After I reported this to the outside shop, I received an apology and they sent a duplicate order immediately. I was never told to contact the post office and track the package myself.

As a follow up to my OP, finally, after being on hold for about 40 minutes, a USPS clerk came on the line. I explained the situation and he took my information. He also checked the tracking number while he was on the phone with me and found the same information I had previously found. He told me that this matter needed to be investigated and that somebody would get in touch with me. So, I guess I will have to wait and cross my fingers. I plan on waiting another two or three days (it has already been 13 days) and then contact the shop again if I have not received my order by then. Either way, I will not shop there again.

[NataBurgos]

I ship all my things international and I'm a bit of a freak checking out if the buyers get their stuff.
Right now I have an issue with a lost item and I contacted the local postal office and I asked my customer to call the USPS too. I think that part of having a shop here on Etsy is to provide excelent customer service so that's what I try to do.
I don't want to leave my customers alone with the problems of not receiving their items. It's not fair.

[SilverLilyJewelry]

I had a customer contact me and leave a review in my shop that they did not receive their item. I immediately made and sent them another.