What went wrong with my Newbalance SE?

mcpvperz · 10-06-2022, 08:45 PM

I tried to do a DNA through New Balance with just 3 pieces of clothing which comes in a pretty small box and a pair of shoes. I didn't SE the shoes because the shoes come separately from the clothing items when it comes to New Balance. I called the live support and told them that the clothing was missing which was a total of $200~, the lady said it would be a 10 day investigation. Long story short through a few emails and 3 weeks of waiting the UPS investigation comes back and says this:
"Thank you for contacting New Balance!

We understand you looking for an update regarding a refund. A lost package claim was submitted for tracking the number ---------, associated to your order number ------. Per the claim UPS has issued, the investigation has been closed with proof of delivery. At this time we will be unable to process a refund. You may reach out to UPS to reopen the investigation.

We apologize for any inconvenience this may have caused."
Where could I have gone wrong, or was there any way to even complete this SE?

stealthysnake88 · 10-07-2022, 05:55 PM

(10-06-2022, 08:45 PM)mcpvperz Wrote: I tried to do a DNA through New Balance with just 3 pieces of clothing which comes in a pretty small box and a pair of shoes. I didn't SE the shoes because the shoes come separately from the clothing items when it comes to New Balance. I called the live support and told them that the clothing was missing which was a total of $200~, the lady said it would be a 10 day investigation. Long story short through a few emails and 3 weeks of waiting the UPS investigation comes back and says this:
"Thank you for contacting New Balance!

We understand you looking for an update regarding a refund. A lost package claim was submitted for tracking the number ---------, associated to your order number ------. Per the claim UPS has issued, the investigation has been closed with proof of delivery. At this time we will be unable to process a refund. You may reach out to UPS to reopen the investigation.

We apologize for any inconvenience this may have caused."
Where could I have gone wrong, or was there any way to even complete this SE?

Open the claim again with ups

mcpvperz · 10-08-2022, 10:30 PM

(10-07-2022, 05:55 PM)djduderizx Wrote:
(10-06-2022, 08:45 PM)mcpvperz Wrote: I tried to do a DNA through New Balance with just 3 pieces of clothing which comes in a pretty small box and a pair of shoes. I didn't SE the shoes because the shoes come separately from the clothing items when it comes to New Balance. I called the live support and told them that the clothing was missing which was a total of $200~, the lady said it would be a 10 day investigation. Long story short through a few emails and 3 weeks of waiting the UPS investigation comes back and says this:
"Thank you for contacting New Balance!

We understand you looking for an update regarding a refund. A lost package claim was submitted for tracking the number ---------, associated to your order number ------. Per the claim UPS has issued, the investigation has been closed with proof of delivery. At this time we will be unable to process a refund. You may reach out to UPS to reopen the investigation.

We apologize for any inconvenience this may have caused."
Where could I have gone wrong, or was there any way to even complete this SE?
Open the claim again with ups

Tried on their website, says claim is already in use because of the identical tracking #. Sent them an email about it.

mothered · 10-09-2022, 03:14 AM

Quote:the investigation has been closed with proof of delivery.

Meaning what, specifically? It's Interpreted In many ways.

Ask them to elaborate further.

mcpvperz · 10-19-2022, 04:31 AM

(10-09-2022, 03:14 AM)mothered Wrote:
Quote:the investigation has been closed with proof of delivery.
Meaning what, specifically? It's Interpreted In many ways.

Ask them to elaborate further.

Got this in an email just a couple of hours ago:
Thank you for reaching out to New Balance!

I understand you'd like to dispute the results of the UPS claim in regards to tracking # __________

I regret to inform you that per our policy we are unable to submit any dispute for any investigation that is closed.
At this time id like to inform you that only you are permitted to dispute this decision directly via UPS . We apologize we are unable to assist any further regarding this claim.

I apologize for any inconvenience this may have caused, If you have any further questions please feel free to reach back out
???????
Thank you for contacting New Balance.
------------------------------------------
My investigation with UPS has already been denied with "proof of delivery" and UPS wont get back to me via email when it comes to what the proof of delivery was. I'm interpreting this email as the New Balance rep cannot do anything when it comes to DNA's and I have to deal with UPS specifically.

mothered · 10-19-2022, 09:52 AM

(10-19-2022, 04:31 AM)mcpvperz Wrote: I regret to inform you that per our policy we are unable to submit any dispute for any investigation that is closed.

Nonsense.

They have a senior management team, hence you're well within your rights to request an escalation on the grounds that their Investigation was prematurely closed without providing supported evidence.

Tell them to show you where It states In their policy that an escalation as per above, cannot be done.

mcpvperz · 10-19-2022, 08:07 PM

(10-19-2022, 09:52 AM)mothered Wrote:
(10-19-2022, 04:31 AM)mcpvperz Wrote: I regret to inform you that per our policy we are unable to submit any dispute for any investigation that is closed.
Nonsense.

They have a senior management team, hence you're well within your rights to request an escalation on the grounds that their Investigation was prematurely closed without providing supported evidence.

Tell them to show you where It states In their policy that an escalation as per above, cannot be done.

Just emailed the lady back, there's nothing I can do via Paypal is there?

mothered · 10-20-2022, 01:51 AM

(10-19-2022, 08:07 PM)mcpvperz Wrote: Just emailed the lady back

Have you received a reply?

(10-19-2022, 08:07 PM)mcpvperz Wrote: there's nothing I can do via Paypal is there?

PayPal tends to side with the seller based on tracking confirmation.

mcpvperz · 10-20-2022, 04:15 AM

(10-20-2022, 01:51 AM)mothered Wrote:
(10-19-2022, 08:07 PM)mcpvperz Wrote: Just emailed the lady back
Have you received a reply?

(10-19-2022, 08:07 PM)mcpvperz Wrote: there's nothing I can do via Paypal is there?
PayPal tends to side with the seller based on tracking confirmation.

No reply, but refund was granted through PayPal for some reason. I find it odd that the rep said she couldn't do anything else and then the refund was there. Any thoughts? I'm just glad the refund came through.

mothered · 10-20-2022, 09:46 AM

(10-20-2022, 04:15 AM)mcpvperz Wrote: No reply, but refund was granted through PayPal for some reason.

You're very lucky that PayPal didn't consider the tracking details with their assessment.

(10-20-2022, 04:15 AM)mcpvperz Wrote: I find it odd that the rep said she couldn't do anything else and then the refund was there. Any thoughts?

"She" couldn't do anything else, but "PayPal" did.

They're both separate entities with managing claims.

(10-20-2022, 04:15 AM)mcpvperz Wrote: I'm just glad the refund came through.

Absolutely, that's all that counts, Irrespective of how It was achieved.