[Elsdebo]

weight was 3.09kg it included 2 shampoos and one electric toothbrush, I don't want to fuck this up so what should I reply within email no phone
they responded with this:

We have received word from the warehouse that all goods were correctly packed and dispatched. Furthermore, the weight of the goods delivered to the courier matches the weight you received (as evidenced by the pictures you sent). When we contacted the courier "DPD", we also received confirmation of the parcel's weight, which also matched. You said that the parcel was not damaged. Sir, please provide a telephone number where you can be reached, as we are unable to reach you on the number provided in your order. Please also let us know if you have any further information.

We look forward to hearing from you.

---

@Elsdebo could you help with this?

What exactly did you mention that was missing? Which pictures did you send them?
Ask them to show you the evidence. Calling them and repeating to them the toothbrush was missing might be just enough if it is indeed a good account.
3kg? Those are big bottles of shampoo? I think you went for EB instead of MEB. With MEB the weigh doesn't matter as much because it was already missing from the factory.

Weight does matter for PEB. They’ll know the weight of the package broke down in items.

They’ll know the weight of the toothbrush + the 2 shampoos. The sum of the 3 is the total weight and sounds like they confirmed that and referenced the courier for OP’s order.

My personal opinion, PEB doesn’t really work THAT well on a lot of companies. Bigger companies like Apple will take the hit and refund you just to keep a customer.

I would hold the L on this one and refund both. Hopefully they have an automated system that you can print a return label off on your own.
If they don’t, email/call them. Act embarrassed that you made a big stink because you didn’t know that your wife already opened the package and took the toothbrush out.
Cross your fingers they let you return it.

Your other option is get on the phone and be persistent, push them hard but be friendly.

I was talking about MEB and not PEB. MEB would have been better in this case.


@bumbuls6 If you press them, they might offer a voucher.

[Blazealways]

What exactly did you mention that was missing? Which pictures did you send them?
Ask them to show you the evidence. Calling them and repeating to them the toothbrush was missing might be just enough if it is indeed a good account.
3kg? Those are big bottles of shampoo? I think you went for EB instead of MEB. With MEB the weigh doesn't matter as much because it was already missing from the factory.

Weight does matter for PEB. They’ll know the weight of the package broke down in items.

They’ll know the weight of the toothbrush + the 2 shampoos. The sum of the 3 is the total weight and sounds like they confirmed that and referenced the courier for OP’s order.

My personal opinion, PEB doesn’t really work THAT well on a lot of companies. Bigger companies like Apple will take the hit and refund you just to keep a customer.

I would hold the L on this one and refund both. Hopefully they have an automated system that you can print a return label off on your own.
If they don’t, email/call them. Act embarrassed that you made a big stink because you didn’t know that your wife already opened the package and took the toothbrush out.
Cross your fingers they let you return it.

Your other option is get on the phone and be persistent, push them hard but be friendly.

I was talking about MEB and not PEB.  MEB would have been better in this case.


@bumbuls6 If you press them, they might offer a voucher.

Sorry I was talking about MEB too, not sure why I said PEB.

[bumbuls6]

What exactly did you mention that was missing? Which pictures did you send them?
Ask them to show you the evidence. Calling them and repeating to them the toothbrush was missing might be just enough if it is indeed a good account.
3kg? Those are big bottles of shampoo? I think you went for EB instead of MEB. With MEB the weigh doesn't matter as much because it was already missing from the factory.

Weight does matter for PEB. They’ll know the weight of the package broke down in items.

They’ll know the weight of the toothbrush + the 2 shampoos. The sum of the 3 is the total weight and sounds like they confirmed that and referenced the courier for OP’s order.

My personal opinion, PEB doesn’t really work THAT well on a lot of companies. Bigger companies like Apple will take the hit and refund you just to keep a customer.

I would hold the L on this one and refund both. Hopefully they have an automated system that you can print a return label off on your own.
If they don’t, email/call them. Act embarrassed that you made a big stink because you didn’t know that your wife already opened the package and took the toothbrush out.
Cross your fingers they let you return it.

Your other option is get on the phone and be persistent, push them hard but be friendly.

I was talking about MEB and not PEB.  MEB would have been better in this case.


@bumbuls6 If you press them, they might offer a voucher.

talked to a rep. they weigh each item separately so the toothbrush is 1kg which matches the weight. they opened an investigation max 30 days. Their CS is good and they value every customer and rep said that these things happen rarely.

[bumbuls6]

What exactly did you mention that was missing? Which pictures did you send them?
Ask them to show you the evidence. Calling them and repeating to them the toothbrush was missing might be just enough if it is indeed a good account.
3kg? Those are big bottles of shampoo? I think you went for EB instead of MEB. With MEB the weigh doesn't matter as much because it was already missing from the factory.

Weight does matter for PEB. They’ll know the weight of the package broke down in items.

They’ll know the weight of the toothbrush + the 2 shampoos. The sum of the 3 is the total weight and sounds like they confirmed that and referenced the courier for OP’s order.

My personal opinion, PEB doesn’t really work THAT well on a lot of companies. Bigger companies like Apple will take the hit and refund you just to keep a customer.

I would hold the L on this one and refund both. Hopefully they have an automated system that you can print a return label off on your own.
If they don’t, email/call them. Act embarrassed that you made a big stink because you didn’t know that your wife already opened the package and took the toothbrush out.
Cross your fingers they let you return it.

Your other option is get on the phone and be persistent, push them hard but be friendly.

I was talking about MEB and not PEB.  MEB would have been better in this case.


@bumbuls6 If you press them, they might offer a voucher.

offered replacement or coupon, should I push for a refund? I know that I won't be able to get a refund if I return the replacement

[Elsdebo]

Weight does matter for PEB. They’ll know the weight of the package broke down in items.

They’ll know the weight of the toothbrush + the 2 shampoos. The sum of the 3 is the total weight and sounds like they confirmed that and referenced the courier for OP’s order.

My personal opinion, PEB doesn’t really work THAT well on a lot of companies. Bigger companies like Apple will take the hit and refund you just to keep a customer.

I would hold the L on this one and refund both. Hopefully they have an automated system that you can print a return label off on your own.
If they don’t, email/call them. Act embarrassed that you made a big stink because you didn’t know that your wife already opened the package and took the toothbrush out.
Cross your fingers they let you return it.

Your other option is get on the phone and be persistent, push them hard but be friendly.

I was talking about MEB and not PEB.  MEB would have been better in this case.


@bumbuls6 If you press them, they might offer a voucher.

offered replacement or coupon, should I push for a refund? I know that I won't be able to get a refund if I return the replacement

That depends on your consumer rights in your country and their terms of service. If you really need that refund asap, then you can press them for it.
If it is a good idea or not, is for you to decide.

[bumbuls6]

boys I need help they only offer coupons or replacement:

Thank you for your reply.

In your case, the parcel was delivered to the suppliers fully packed. We were told there were no problems during delivery when we contacted the courier service. Therefore, we are already offering you possible solutions in this situation as a goodwill gesture.

[Ordnael92]

Get the replacement, then go to their website and initiate a return process (it's automatic).
Return the replacement and force them to give you a refund (call them and threaten to file a PayPal claim since you returned the product).
It worked like a charm when I did it a couple of months ago

[bumbuls6]

Get the replacement, then go to their website and initiate a return process (it's automatic).
Return the replacement and force them to give you a refund (call them and threaten to file a PayPal claim since you returned the product).
It worked like a charm when I did it a couple of months ago

yeah I did exactly this and they still face me only a coupon without even asking like this is some pure bs

[Ordnael92]

Get the replacement, then go to their website and initiate a return process (it's automatic).
Return the replacement and force them to give you a refund (call them and threaten to file a PayPal claim since you returned the product).
It worked like a charm when I did it a couple of months ago

yeah I did exactly this and they still face me only a coupon without even asking like this is some pure bs

Tell them you never asked for a coupon and that, as written in their TOS, you're given the opportunity to go for a replacement. Pretend one.
Then, once you have it, return it and ask for a full refund.

[bumbuls6]

Get the replacement, then go to their website and initiate a return process (it's automatic).
Return the replacement and force them to give you a refund (call them and threaten to file a PayPal claim since you returned the product).
It worked like a charm when I did it a couple of months ago

yeah I did exactly this and they still face me only a coupon without even asking like this is some pure bs

Tell them you never asked for a coupon and that, as written in their TOS, you're given the opportunity to go for a replacement. Pretend one.
Then, once you have it, return it and ask for a full refund.

my country's rights are stupid. sucks but in the end, it's still a victory and now I understood that all stores resolve problems differently lesson learner