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PoeFest New user 53 Posts |
Hello Folks,
I recently had a package shipped via USPS to my home address from Penguin Magic. USPS claims they delivered it to a parcel locker on my community mailbox, but no key was ever left for us to open any parcel lockers. Clearly this is USPS's mistake and I do not AT ALL blame Penguin Magic who shipped very quickly and held up their end. But I was wondering if anyone has received a package from Penguin and I wondered how marked it generally is with the company name? I ask only because the likelihood my package was outright stolen I think goes up if Penguin had its name all over the packaging. The other question is, has anyone had anything like this happen to them? Did you file a claim with the PO? Did anything good come of it? Thanks! |
Poof-Daddy Inner circle Considering Stopping At Exactly 5313 Posts |
Everything I get from them is a simple printed sticker. Not a bunch of "advertising type stuff" just a regular box with a regular self printed sticker. Actually, if they sent you an email with the video of them packing your order. Which they pretty much do on every one of my orders, you will see exactly what the pkg looked like along with the shipping label. Check thru your spam if you did not get the email of them shipping or contact them next business day on their chat function and ask them to re-send the packing vid (providing they made one). good luck.
Cancer Sux - It is time to find a Cure
Don't spend so much time trying not to die that you forget how to live - H's wife to H on CSI Miami (paraphrased). |
PoeFest New user 53 Posts |
They sent me emails with order and tracking info and stuff, but no video. Thanks for the info, though!
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PoeFest New user 53 Posts |
Well, I left a voice message for Penguin Magic yesterday (and it was during office hours!) and I did not get a return phone call. Troubling.
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Artie Fufkin Special user 853 Posts |
In your first post, you note that you "do not AT ALL blame Penguin Magic who shipped very quickly and held up their end".
In your last post, you note that you're very troubled that Penguin didn't phone you back. Your two divergent posts are difficult to make sense of. This has nothing to do with Penguin (which you yourself note in your first post). If something got stolen out of your mailbox, although we're all sympathetic, you should be phoning the USPS as soon as possible, phoning Penguin after they've already given you the shipping and tracking information seems almost pointless. |
PoeFest New user 53 Posts |
Nothing got stolen out of my mailbox. The package never arrived. There was never a package left for me. And I am a customer who spent a decent amount of money and they won't give me the courtesy of a call back? No, it doesn't mean I blame them. But I do have a legal right to stop payment on my credit card and make them go after the post office for their money. But I wasn't threatening that, was I? I was looking for some bloody customer service and obviously that was just too much to ask for.
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PoeFest New user 53 Posts |
I'm angry, but I still won't stop payment on my credit card. But here's the thing-- I have a right to stop payment. The tracking status is not a signature. The chargeback would stand. So even though I plan to be decent about this and not charge it back, Penguin would be wise to return my phone call. They didn't insure it. They didn't offer me insurance. That makes them responsible for this. Yes, even though the post office screwed up. It is the responsibility of the merchant to fulfill the contract and deliver the merchandise. That didn't happen here. You can dislike me all you want for saying it. But that's how it works.
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Artie Fufkin Special user 853 Posts |
In your first post you say "I ask only because the likelihood my package was outright stolen I think goes up if Penguin had its name all over the packaging", and then go on to note in your last post that "nothing was stolen out of my mailbox".
I'm just quoting your own posts mate! Anyway, good luck. |
PoeFest New user 53 Posts |
I explained it pretty clearly. If it was stolen, it was stolen by the postal carrier. If it wasn't, the postal carrier put the key in the wrong box and someone else took it. Either way, not my responsibility. The funny thing is, I had $238 worth of merchandise in my shopping cart at Penguin ready to go for my festival in October. And I probably would've bought another $200-$300 worth of stuff in the next few months. They could've just called me back.
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PoeFest New user 53 Posts |
After a three day investigation by my post office, the package was finally located. They offered no reasonable explanation whatsoever. But at least I've got it now. I am still not happy with Penguin for no return phone call. I'll choose to do business with people who care about their customers.
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Salguod Nairb Room 101 0 Posts |
Somehow, I'm sure they will survive.
We shall meet in the place where there is no darkness...
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PoeFest New user 53 Posts |
Oh, I'm sure they will, just fine. Thrive, even. But could they do better?
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Salguod Nairb Room 101 0 Posts |
I would never consider a voice message as confirmation of contact.
Email has always been a better choice for me, as it provides an audit trail. The Post Office isn't as reliable as it once was, so I always allow a larger window of expectation of delivery. Though, I'm not a fan of Penguin Magic I would try to resolve the issue at the lowest level prior to publicly posting anything negative about them on say, a Magic Forum.
We shall meet in the place where there is no darkness...
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Artie Fufkin Special user 853 Posts |
OP:
Fact #1: Credit Card companies and PayPal only require proof of dispatch from the seller. The tracking number is proof of dispatch. You were not entitled to a refund from Penguin, nor would you have received one. Fact #2: If YOU choose not to take out insurance on an item, YOU are not covered for issues that occur during the delivery process. Fact #3: A company is in no way "obliged" to offer you insurance. If you want to be covered for issues that may occur during delivery, YOU take out insurance. Fact #3: Disparaging Penguin in a public forum over delivery issues that were actually the fault of the USPS is childish and immature. Fact #4: If you DO choose to come on to a public forum and disparage a business, make sure you're telling the same story each time you post ... not a different story each time you post. Perhaps most importantly, Penguin Magic is an established online marketer of magic, and whether you choose to do business with them or not, their reputation for customer service is excellent. Folks reading this thread will be immediately aware that your "lost" package actually had nothing to do with Penguin Magic, and that your efforts to disparage Penguin are misplaced, hollow and pointless. |
Mindipulator Regular user Mexico 109 Posts |
Quote:
On Jun 10, 2016, Artie Fufkin wrote: Perfectly stated. Having owned retail stores for many years it was truly disheartening when a customer made a public complaint over something beyond our control. USPS was the carrier. This complaint is solely with them. |
PoeFest New user 53 Posts |
I accused them of not answering their phone during business hours and then not returning a voice mail. Oh, the shock and horror! So I won't do business with them. So what? I'm not asking for a boycott. Geesh. If you're not going to answer your phone during business hours, why have one? If you're not going to return voice mails, why have an answering system? I've run businesses my whole life. I admit, I have high standards. Did I disparage Penguin? Why, by telling my story? Do you think I should just shut up about it? What if others have had a similar experience of spending their money there and then getting ignored when something went wrong? Isn't that informative? Or do you just see every complaint as someone whining and it has no value and they should shut up?
As far as ecommerce laws, Fact #1 is wrong. Well, it's right for PayPal and *some* credit companies. It is not correct for all credit card companies. I know this because I've done mega business online for the last decade. For many credit card companies, tracking is not proof of delivery. You want proof? Get it signed. It is the responsibility of the merchant to get the merchandise into the hands of the purchaser. If that does not happen, the purchaser has every right to stop payment on the card. Again, each credit card company is different. I choose to make purchases with a card that does not have merchant-friendly PayPal-era policies. |
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