(10-30-2023, 11:46 AM)Juice WRLD Wrote:

(10-30-2023, 01:38 AM)DF12 Wrote:

(10-30-2023, 12:07 AM)deepocean Wrote: any news?

Nope it arrive tomorrow so cant start the se just yet

Are you UK too?

(10-26-2023, 02:42 PM)raeman Wrote: Hi there,

Tagging @mothered for help on this thread.

I'm currently SE'ing Arcteryx. I placed an order of multiple jackets. The jacket I want is €600 and around 500 grams. I was planning on doing a DNA or FTID, but my package came in damaged, beat up and open on both sides. Fortunately for me, nothing was lost or stolen. This gave me the opportunity to PEB, since I have straight up evidence that the package was damaged on arrival, and if they have pictures of the parcel in transit, they will see the damage too for themselves. I called them and they advised me to contact the support through email.

I claimed that my package was damaged on arrival, and that one jacket is missing. They asked for pictures and I showed them some pictures of the damaged box. It is very clear that a few items could have been stolen from the unopened box.

How should I continue this SE? Should I give the rep more information about the fact that it may be stolen? Just wait it out? Or apply more pressure, since it's an expensive item?
When the rep is going to cross-check the weight, she will notice that something is off. There is a change they'll open up an investigation. Did someone ever have to file a PR for Arc'teryx?

Let me know.

Planning on updating this thread regularly until successful.

(11-01-2023, 07:42 PM)raeman Wrote:

(10-26-2023, 02:42 PM)raeman Wrote: Hi there,

Tagging @mothered for help on this thread.

I'm currently SE'ing Arcteryx. I placed an order of multiple jackets. The jacket I want is €600 and around 500 grams. I was planning on doing a DNA or FTID, but my package came in damaged, beat up and open on both sides. Fortunately for me, nothing was lost or stolen. This gave me the opportunity to PEB, since I have straight up evidence that the package was damaged on arrival, and if they have pictures of the parcel in transit, they will see the damage too for themselves. I called them and they advised me to contact the support through email.

I claimed that my package was damaged on arrival, and that one jacket is missing. They asked for pictures and I showed them some pictures of the damaged box. It is very clear that a few items could have been stolen from the unopened box.

How should I continue this SE? Should I give the rep more information about the fact that it may be stolen? Just wait it out? Or apply more pressure, since it's an expensive item?
When the rep is going to cross-check the weight, she will notice that something is off. There is a change they'll open up an investigation. Did someone ever have to file a PR for Arc'teryx?

Let me know.

Planning on updating this thread regularly until successful.

Update:

A few days ago, a UPS driver showed up at my door saying that he was send to pick up my jacket. That didn't make sense at all, since I claimed that the jacket was stolen because of the damaged box. I wasn't home myself at that time so he left me a note saying that he would come back tomorrow, but he never came visiting again. Nothing regarding the drivers visit was communicated with me by Arc'teryx, whatsoever. Spoke with a rep the same day and they told me they send a UPS driver to check if the damaged box matched the pictures. They said that after 48 hours they would have permission to refund me. I'm going to call them back tomorrow.

(11-14-2023, 12:39 PM)Juice WRLD Wrote:

(11-01-2023, 07:42 PM)raeman Wrote:

(10-26-2023, 02:42 PM)raeman Wrote: Hi there,

Tagging @mothered for help on this thread.

I'm currently SE'ing Arcteryx. I placed an order of multiple jackets. The jacket I want is €600 and around 500 grams. I was planning on doing a DNA or FTID, but my package came in damaged, beat up and open on both sides. Fortunately for me, nothing was lost or stolen. This gave me the opportunity to PEB, since I have straight up evidence that the package was damaged on arrival, and if they have pictures of the parcel in transit, they will see the damage too for themselves. I called them and they advised me to contact the support through email.

I claimed that my package was damaged on arrival, and that one jacket is missing. They asked for pictures and I showed them some pictures of the damaged box. It is very clear that a few items could have been stolen from the unopened box.

How should I continue this SE? Should I give the rep more information about the fact that it may be stolen? Just wait it out? Or apply more pressure, since it's an expensive item?
When the rep is going to cross-check the weight, she will notice that something is off. There is a change they'll open up an investigation. Did someone ever have to file a PR for Arc'teryx?

Let me know.

Planning on updating this thread regularly until successful.

Update:

A few days ago, a UPS driver showed up at my door saying that he was send to pick up my jacket. That didn't make sense at all, since I claimed that the jacket was stolen because of the damaged box. I wasn't home myself at that time so he left me a note saying that he would come back tomorrow, but he never came visiting again. Nothing regarding the drivers visit was communicated with me by Arc'teryx, whatsoever. Spoke with a rep the same day and they told me they send a UPS driver to check if the damaged box matched the pictures. They said that after 48 hours they would have permission to refund me. I'm going to call them back tomorrow.

So? Any update

(11-14-2023, 09:50 PM)raeman Wrote:

(11-14-2023, 12:39 PM)Juice WRLD Wrote:

(11-01-2023, 07:42 PM)raeman Wrote: Update:

A few days ago, a UPS driver showed up at my door saying that he was send to pick up my jacket. That didn't make sense at all, since I claimed that the jacket was stolen because of the damaged box. I wasn't home myself at that time so he left me a note saying that he would come back tomorrow, but he never came visiting again. Nothing regarding the drivers visit was communicated with me by Arc'teryx, whatsoever. Spoke with a rep the same day and they told me they send a UPS driver to check if the damaged box matched the pictures. They said that after 48 hours they would have permission to refund me. I'm going to call them back tomorrow.

So? Any update

Update:  They ended up sending the driver to my house. He collected the damaged parcel. Reps took way too long to refund so I asked for an escalation. Got an email a few hours ago. It took days and days of mailing back and forth with different reps, but they refunded the €600.

(11-14-2023, 10:18 PM)Juice WRLD Wrote:

(11-14-2023, 09:50 PM)raeman Wrote:

(11-14-2023, 12:39 PM)Juice WRLD Wrote: So? Any update

Update:  They ended up sending the driver to my house. He collected the damaged parcel. Reps took way too long to refund so I asked for an escalation. Got an email a few hours ago. It took days and days of mailing back and forth with different reps, but they refunded the €600.

Thank you very much for the update what was the emails typically about? Did they press you on anything in particular

(11-15-2023, 08:20 PM)raeman Wrote:

(11-14-2023, 10:18 PM)Juice WRLD Wrote:

(11-14-2023, 09:50 PM)raeman Wrote: Update:  They ended up sending the driver to my house. He collected the damaged parcel. Reps took way too long to refund so I asked for an escalation. Got an email a few hours ago. It took days and days of mailing back and forth with different reps, but they refunded the €600.

Thank you very much for the update what was the emails typically about? Did they press you on anything in particular

Most of the time it was me asking for an update on the case, and them responding that I had to wait a few more days. The reps on the phone were very polite and apologised repeatedly.

(11-15-2023, 08:27 PM)サイレント Wrote:

(11-15-2023, 08:20 PM)raeman Wrote:

(11-14-2023, 10:18 PM)Juice WRLD Wrote: Thank you very much for the update what was the emails typically about? Did they press you on anything in particular

Most of the time it was me asking for an update on the case, and them responding that I had to wait a few more days. The reps on the phone were very polite and apologised repeatedly.

I really appreciate the response thank you

Hopefully my next hit with them goes well wish me luck