[Leonidas76]

Howdy all,

I have a problem with one order where I claimed DNA. The webshop claims the order was delivered correctly as tracking says it does and the delivery man confirms it and GPS says it does.

Now I responded by saying that the tracking or gps doesn’t automatically confirm that the package was delivered to me in person, yet they just responded with basically the same answer as in their first e-mail.

What can I do, the items are pretty expensive (total of around 1000-1500$), and I really want to keep one of the items, so returning is not my first go to option and I also feel like there is still options possible such as demanding an appeal or asking for the supervisor?

Let me know what you guys think

[Selmavw]

Yes you can ask for your claim to be escalated. They cannot keep sending the same message over and over again.
If you want to be sure your case will get looked into then the best way is to just call them. This way they will always try to help you on the spot.

[ayrotakesws]

Howdy all,

I have a problem with one order where I claimed DNA. The webshop claims the order was delivered correctly as tracking says it does and the delivery man confirms it and GPS says it does.

Now I responded by saying that the tracking or gps doesn’t automatically confirm that the package was delivered to me in person, yet they just responded with basically the same answer as in their first e-mail.

What can I do, the items are pretty expensive (total of around 1000-1500$), and I really want to keep one of the items, so returning is not my first go to option and I also feel like there is still options possible such as demanding an appeal or asking for the supervisor?

Let me know what you guys think

As above said, I say you call them. If you're not confident just act as if it ACTUALLY didn't arrive. In your mind, you have nothing, and you want a refund!

[Leonidas76]

I gave them a call and they responded with: We cannot do anything for you because you received a response from a different department. They suggested me to respond to their e-mail and ask them to call me. Which is what I did and they are supposed to call me tomorrow.

[mothered]

they are supposed to call me tomorrow.

When they call, please reply with the exact conversation.

[Leonidas76]

Haven't received a call yet, contacted cs again and they will send me an e-mail with an invitation to call...

[Leonidas76]

Alright, the situation is as follows.

I contacted them four times, two calls and two chats, because their claims departement did not call me back. The fourth rep told me they would send a form, probably an affidavit or something like that, to begin a second investigation. Tried to get to know what that meant but it would be more extensive than the previous.

So I wait a few days and then all of the sudden I receive an e-mail from the claims department, who had not contacted or responded to my mails in half a month, that they tried to call me (On a Sunday) but that they will not refund me. Again with no explanation other than ‘the tracking says its delivered’

I am doubting how to respond now. Call them back on the number? Contact CS saying where is the form I was promised? Or is it time to contact Paypal, feel like they will just side with the seller…

[Leonidas76]

Alright, the situation is as follows.

I contacted them four times, two calls and two chats, because their claims departement did not call me back. The fourth rep told me they would send a form, probably an affidavit or something like that, to begin a second investigation. Tried to get to know what that meant but it would be more extensive than the previous.

So I wait a few days and then all of the sudden I receive an e-mail from the claims department, who had not contacted or responded to my mails in half a month, that they tried to call me (On a Sunday) but that they will not refund me. Again with no explanation other than ‘the tracking says its delivered’

I am doubting how to respond now. Call them back on the number? Contact CS saying where is the form I was promised? Or is it time to contact Paypal, feel like they will just side with the seller…

@mothered could you shine your wisdom on this matter once more if time allows you to

[Leonidas76]

After a long and lengthy proces, probably the toughest SE I have ever done, I received a refund

[NuPhy1]

After a long and lengthy proces, probably the toughest SE I have ever done, I received a refund

Congrats! What's the store?