[Jhc55]

I had purchased an empty Tom Ford bottle on eBay, and smashed it. Ordered the same aftershave from all beauty and when it arrived a caused a little damage to the box and added some water into the aftershave box and sent pictures of the smashed bottle. They have reject my claim as the box doesn’t look like it has any water damage and the glass is too smashed for what damage there is on the box. Seems crazy in my head any idea how I proceed I have escalated it and asked to speak with a supervisor. @mothered any ideas?

[WLT17]

Im about to try this method with them. Will see if they say anything similar.

[mothered]

sent pictures of the smashed bottle.
They have reject my claim as the box doesn’t look like it has any water damage

"Doesn't look like" Indicates uncertainty. It's pretty simple - It either does or does not have water damage.

Did the photo contain only one angle of the box?

the glass is too smashed for what damage there is on the box.

They're obviously unaware that glass breakage can occur through mishandling the shipment, without visible signs of damage to the box.

I'd be addressing that with the representative In question.

any idea how I proceed I have escalated it and asked to speak with a supervisor.

Simply request your claim be escalated.

[Jhc55]

Hi so I have received this email from the assistant manager:
Further to your emails and phone call with our Supervisor, I have been asked to look into your claim further.

I have examined your supplied photos in detail and unfortunately as my colleague advised there is no sign whatsoever of any perfume leakage in these images. Perfume contains perfume oils and alcohol and it will permanently stain both paper and cardboard and leave a very distinct pattern in both, even when dry.

Due to the condition of the broken bottle in the images you have supplied it is impossible for this bottle to have been broken in this way inside our packaging as the leakage and staining would have been very apparent had such substantial damage occurred in transit.

We are therefore unfortunately unable to proceed any further with your claim on this occasion.

I responded with the following:
Hi,

In response to your first point, the box of the perfume is probably 150mm thick, we are talking about 50ml of liquid here it is clear that liquid has been inside of this package. However, your saying because this has not seeped through to the outside and hasn’t stained the box that this is a false claim? Just to reiterate this is 50ml of liquid not 500ml. Just because you may have seen it in the past where the liquid has leaked how can you try and say that it hasn’t happened in this instance?

As both of your colleagues have confirmed to me that you do not take the bottles of aftershave out of the cellophane before packing and sending the order, how can you prove that this damage has not occurred before transit? How can you prove that this bottle wasn’t dropped from a shelf? We are talking about a glass bottle here, there are various different things that could have caused it to break in this way such a pressure? If there is no way you are able to prove this damage hasn’t occurred before sending this out to me how can you comment on this?

I purchased this for a gift for a family member, I earn good money I have no reason to try and fraudulently Claim for a bottle of aftershave as one of your representatives accused me of, however I work too hard for my money to let £170 go down the drain on this. Your point against this is purely and solely based on smashed bottles you have had in the past. You cannot base this breakage on previous breakages you may have seen, as theoretically no two breakages are the same, so to try and state that this is false based on what you have previously seen is absolutely ludicrous.

I have wasted far more time on this than I should have, the second colleague I spoke to was rude she then passed me too a supervisor who was no help whatsoever. I can see your an assistant manager, so please can you provide me with your number as it is far from time effective to communicate via email. If you cannot help me I want your managers number to escalate this as this process has been a complete and utter mockery of me. The service has been abysmal however I am not willing to lose £170 of my money. Please get back to me ASAP.

@mothered do you think this has failed? As I just can’t see them making a u turn and giving me a refund

[mothered]

Hi so I have received this email from the assistant manager:
Further to your emails and phone call with our Supervisor,  I have been asked to look into your claim further.

I have examined your supplied photos in detail and unfortunately as my colleague advised there is no sign whatsoever of any perfume leakage in these images. Perfume contains perfume oils and alcohol and it will permanently stain both paper and cardboard and leave a very distinct pattern in both, even when dry. 

Due to the condition of the broken bottle in the images you have supplied it is impossible for this bottle to have been broken in this way inside our packaging as the leakage and staining would have been very apparent had such substantial damage occurred in transit. 

We are therefore unfortunately unable to proceed any further with your claim on this occasion.

I responded with the following:
Hi,

In response to your first point, the box of the perfume is probably 150mm thick, we are talking about 50ml of liquid here it is clear that liquid has been inside of this package. However, your saying because this has not seeped through to the outside and hasn’t stained the box that this is a false claim? Just to reiterate this is 50ml of liquid not 500ml. Just because you may have seen it in the past where the liquid has leaked how can you try and say that it hasn’t happened in this instance?

As both of your colleagues have confirmed to me that you do not take the bottles of aftershave out of the cellophane before packing and sending the order, how can you prove that this damage has not occurred before transit? How can you prove that this bottle wasn’t dropped from a shelf? We are talking about a glass bottle here, there are various different things that could have caused it to break in this way such a pressure? If there is no way you are able to prove this damage hasn’t occurred before sending this out to me how can you comment on this?

I purchased this for a gift for a family member, I earn good money I have no reason to try and fraudulently Claim for a bottle of aftershave as one of your representatives accused me of, however I work too hard for my money to let £170 go down the drain on this. Your point against this is purely and solely based on smashed bottles you have had in the past. You cannot base this breakage on previous breakages you may have seen, as theoretically no two breakages are the same, so to try and state that this is false based on what you have previously seen is absolutely ludicrous.

I have wasted far more time on this than I should have, the second colleague I spoke to was rude she then passed me too a supervisor who was no help whatsoever. I can see your an assistant manager, so please can you provide me with your number as it is far from time effective to communicate via email. If you cannot help me I want your managers number to escalate this as this process has been a complete and utter mockery of me. The service has been abysmal however I am not willing to lose £170 of my money. Please get back to me ASAP.

@mothered do you think this has failed? As I just can’t see them making a u turn and giving me a refund

You've generated an excellent reply In your defence.

In their comment below, the entire claim Is judged on the Image you've provided.

as my colleague advised there is no sign whatsoever of any perfume leakage in these images

As said In my previous post, did the photo contain only one angle of the box/damage?

[Jhc55]

@mothered the pictures I supplied only showed one angle of the cologne box they, I have poured some old aftershave into the box and it hasn’t come through along with over 50ml of water. There argument against me seems ridiculous. I have asked the assistant manager to escalate this to the general manager which she has done.

[mothered]

the pictures I supplied only showed one angle of the cologne box

Good.

Take a photo of the other side of the box and make sure the perfume leakage Is consistent with the company's expectations. Then forward It to the rep In question, and tell him/her that your claim was prematurely assessed - for the fact that the leakage was not viewable In the first photo.

[WLT17]

Seems i was lucky with all beauty, got 2 bottles smashed them and sent pics saying both mine were smashed, rep said can send replacement no questions asked (will try get refund ofc)

[mothered]

Seems i was lucky with all beauty, got 2 bottles smashed them and sent pics saying both mine were smashed, rep said can send replacement no questions asked (will try get refund ofc)

I'd say your Images did not show signs of any Inconsistences, hence no complications were experienced.

A job well done on your end.

[WLT17]

Seems i was lucky with all beauty, got 2 bottles smashed them and sent pics saying both mine were smashed, rep said can send replacement no questions asked (will try get refund ofc)

I'd say your Images did not show signs of any Inconsistences, hence no complications were experienced.

A job well done on your end.

Bottle smashed nicely in 2 big pieces. That said smashing the bottles is easier said than done.