[Jhc55]

Currently in the middle of an SE with me porter for a pair of Tom Ford Sunglasses. I have claimed empty box, so sunglasses case was there lense wipe etc. Just no sunglasses. They have just responded to me with the following: Thank you for your email.

I hope this email finds you well.

As per further investigation conducted by our dedicated team specific to our shipping team and CCTV Operator.

They confirmed that the sunglasses were packed for this order. The shipment has been sealed by the packer.

Please let me know if I can assist you further.

Any advice on how to move forward? Do they have cameras or could they be trying to pull the wool over my eyes? Should I pursue or just say my brother took them out the package as a joke.

Cheers guys

[mothered]

Mr Porter may operate similar to Shade Station, whereby they check their goods (under CCTV surveillance) during packing.

They confirmed that the sunglasses were packed for this order. The shipment has been sealed by the packer.

Request evidence of CCTV footage, that clearly demonstrates the sunglasses relating to your order were In the case at the time It was packed.

[Jhc55]

Mr Porter may operate similar to Shade Station, whereby they check their goods (under CCTV surveillance) during packing.

They confirmed that the sunglasses were packed for this order. The shipment has been sealed by the packer.

Request evidence of CCTV footage, that clearly demonstrates the sunglasses relating to your order were In the case at the time It was packed.

@mothered my concern being is once I request this and if they provide me with this footage of them packaging it, there’s no going back I can’t then say that my brother has removed these as a ‘joke’

[WLT17]

Currently in the middle of an SE with me porter for a pair of Tom Ford Sunglasses. I have claimed empty box, so sunglasses case was there lense wipe etc. Just no sunglasses. They have just responded to me with the following: Thank you for your email.

I hope this email finds you well.

As per further investigation conducted by our dedicated team specific to our shipping team and CCTV Operator.

They confirmed that the sunglasses were packed for this order. The shipment has been sealed by the packer.

Please let me know if I can assist you further.

Any advice on how to move forward? Do they have cameras or could they be trying to pull the wool over my eyes? Should I pursue or just say my brother took them out the package as a joke.

Cheers guys

I was under the impression they did not have CCTV cameras, strange.

[mothered]

my concern being is once I request this and if they provide me with this footage of them packaging it, there’s no going back I can’t then say that my brother has removed these as a ‘joke’

You simply say that your brother opened the package (In your absence), and took the sunglasses with him on vacation.

He then told you about It at a later date - after you submitted the claim.

[Jhc55]

Currently in the middle of an SE with me porter for a pair of Tom Ford Sunglasses. I have claimed empty box, so sunglasses case was there lense wipe etc. Just no sunglasses. They have just responded to me with the following: Thank you for your email.

I hope this email finds you well.

As per further investigation conducted by our dedicated team specific to our shipping team and CCTV Operator.

They confirmed that the sunglasses were packed for this order. The shipment has been sealed by the packer.

Please let me know if I can assist you further.

Any advice on how to move forward? Do they have cameras or could they be trying to pull the wool over my eyes? Should I pursue or just say my brother took them out the package as a joke.

Cheers guys

I was under the impression they did not have CCTV cameras, strange.

Yeah that is strange I could have sworn I’d seen an old post were someone had successfully hit mr Porter with EB.

---

my concern being is once I request this and if they provide me with this footage of them packaging it, there’s no going back I can’t then say that my brother has removed these as a ‘joke’

You simply say that your brother opened the package (In your absence), and took the sunglasses with him on vacation.

He then told you about It at a later date - after you submitted the claim.

yeah I have replied asking for the footage. If it fails I will then wait 7/10 days and say my brother kept these at home whilst I went on vacation. Upon my return he told me about this.

[mothered]

I have replied asking for the footage.

Good.

We shall await their reply.

If it fails I will then wait 7/10 days and say my brother kept these at home whilst I went on vacation. Upon my return he told me about this.

Good approach.

If their cameras confirm the sunglasses were checked at the time of packing, you can return them for a legit refund and use another method on a different account.

[Jhc55]

So they have come back to me with the following a final result and it looks like it failed. They have come back to me with following:
“I do apologize that it took this long to respond to your request with regards to your order TOMFORD - D-Frame Acetate Sunglasses. I understand that this is really frustrating to not receive the item that you are expecting to have.

We manage to investigate this concern thoroughly and gave all our attention to resolve this, as per my colleague we cannot proceed with the refund for the following reasons:
CCTV confirmed the item has been packed.
DHL reweigh shows the item was in the box during transit.
Customer advised little to no damage to the box, DHL confirmed no damage scans.
Parcel delivered in good condition.
Again, I apologize for the inconvenience this may have caused you and thank you for your patience of keeping in touch with us.

Please let us know if we can assist you further in the meantime.“
I called them up and asked to escalate and for cctv they said they can’t provide cctv as it’s policy. The rep has has raised this with UPS for investigation they are going to cross check the weights and something about scanning the parcel. But I’m now thinking I should just take it on the chin and then email say that I’m still on holiday and I called home and told my brother about the situation with the missing glasses he then proceeded to tell me he took them out the parcel as a joke and then apologise etc and return them. @mothered any advice appreciated?

[mothered]

I called them up and asked to escalate and for cctv they said they can’t provide cctv as it’s policy.

Then ask them to provide photographic evidence taken from the CCTV footage.

The rep has has raised this with UPS for investigation they are going to cross check the weights and something about scanning the parcel. But I’m now thinking I should just take it on the chin and then email say that I’m still on holiday and I called home and told my brother about the situation with the missing glasses he then proceeded to tell me he took them out the parcel as a joke and then apologise etc and return them. @mothered any advice appreciated?

Don't do anything on your end as yet.

Wait for the results of their Investigation, and we'll take It from there.

[razmataz]

So they have come back to me with the following a final result and it looks like it failed. They have come back to me with following:
“I do apologize that it took this long to respond to your request with regards to your order TOMFORD - D-Frame Acetate Sunglasses. I understand that this is really frustrating to not receive the item that you are expecting to have.

We manage to investigate this concern thoroughly and gave all our attention to resolve this, as per my colleague we cannot proceed with the refund for the following reasons:
CCTV confirmed the item has been packed.
DHL reweigh shows the item was in the box during transit.
Customer advised little to no damage to the box, DHL confirmed no damage scans.
Parcel delivered in good condition.
Again, I apologize for the inconvenience this may have caused you and thank you for your patience of keeping in touch with us.

Please let us know if we can assist you further in the meantime.“
I called them up and asked to escalate and for cctv they said they can’t provide cctv as it’s policy. The rep has has raised this with UPS for investigation they are going to cross check the weights and something about scanning the parcel. But I’m now thinking I should just take it on the chin and then email say that I’m still on holiday and I called home and told my brother about the situation with the missing glasses he then proceeded to tell me he took them out the parcel as a joke and then apologise etc and return them. @mothered any advice appreciated?

did you just legit return these in the end up? what was the value of the glasses if you dont mind me asking?