I seldom leave feedback on Yelp but whenever there is a horrific service, I do.
I bought a $385.89 (including tax) dress by the end of August, 2015 and it was shipped on Labor day weekend via UPS. However, when I got home, someone signed the package, opened the box, and left the box in the trash in the basement. I contacted the Superintendent in the building immediately and he said he did not sign the package.
on 9/8/2015, I called DVF.com to report the loss and the customer service said the would open an investigation with UPS and keep me posted. However, from 9/8/2015 until today (9/28), I have never received any calls and the only email I received was to ask me to check my building to find the package on 9/9/2015. I have called at least 6-7 times to understand where the investigation was and how I could help to expedite the process as I would travel soon. On my 4th time call on 9/23, I was told that the order would be replaced on the same day but again, as expected, I did not receive any emails or calls. I called 2 days later and was told that their manager decided not to replace my order as I should be responsible for the package. They said "The name and the address on the package are yours and we are not responsible for orders that are lost in your building or stolen. You need to contact UPS". I was shocked and didn't understand how the investigation was made. I wanted to talk to the manager. They said the manager was out and she would call me Monday morning.
But to get the issue fixed, I still called UPS customer service to ask them for the refund. UPS told me that they have sent a form to DVF for the claim and they can not tell me the result of the investigation as I am not their customer, DVF is.
on Monday, I waited until 1030am, no phone calls or emails. I called DVF and they told me that the manager was out. I told them what UPS told me and urged them to have the manager to call me. In the afternoon, their manager emailed me like this:
First, I apologize that you did not receive your most recent DVF.com order.
Second, I understand we shipped your order# xxxxx to the approved address on file. A UPS claim was filed and an investigation launched on your behalf, however, the claim was denied based on the information that was provided. Unfortunately, since the order was sent to the approved address you provided and your package was signed for by your Superintendent we are unable to ship a replacement for this order. As a result, we are not responsible for orders that are lost in your building or stolen. I recommend that you speak to your Management company about the issue.
I again called UPS. UPS said the investigation reopened on 9/24 was still ongoing and again, DVF paid them. Hence, DVF is their customer and the investigation result would go to DVF. UPS can not share any result with me. I don't know how the manager got the conclusion that the claim was denied and the investigation was "ON MY BEHALF". I told her "if you are confused with the situation or responsibility, I am happy to talk to your manager who may be clear with what is going on here or we can have a call with UPS together to help you understand the responsibility."
Luckily, when I first found the package signed not by the super, I emailed the management of the building and they compared the signature to the super's several previous signatures. They emailed me with a confirmation that the one on the DVF order is not from Super. The ironic part is neither DVF nor UPS contacted me for any information and DVF or the manager just thought that I would give up asking for refund by fooling me with"your super's signature". I included the email from the management in my response to the manager.
With more evidence or realizing that I am giving up, she replied me saying "Much of the information you outlined below, I was not aware of. I would really like to speak to avoid any further confusion." My question now is why you made a decision confidently without enough information? Why didn't you reach to your customer to ask?
The issue has not been solved yet as of today, 9/28/2015. Another oder I made with theoutnet.com was refund to me 2 weeks ago. The package arrived on the same day when the DVF package did and was delivered by UPS too. I am wondering why theoutnet have the ability to close the investigation. I think the manager of DVF might be contacting the wrong carrier, USPS. I wouldn't surprise if she does so.
The dress is a gift which was picked by the gift receiver and even if they won't replace it, I will need to buy another one. But I guess that will be the last transaction I have with DVF.COM. read more