[jellybelly]

I'm currently in the process of EB'ing an item

What's the Item description and weight?

I messed this one up, Mothered. I ordered Buds which weigh only 16g, but the total weight of the buds box is 265g - well over the recommended limit of 120g. In hindsight, I should've said that just the ear buds were missing from within the buds box. Instead, I said the product as a whole was missing. It came with a free case as well which I claimed was present. I know I should've weighed the buds box to make sure it was under 120g, but since the buds were so light I didn't think the box would be that heavy. I contacted them and weighed the box after.

I spoke to someone on chat whom requested images of the "empty box" and forwarded my claim to another department. I received an email from the complaints department the next day. The guy said they have "started investigating my claim of a missing order, will check CCTV footage of the order being packed and compare weights taken by the warehouse and the courier upon collection of the order". He also said, " We will also speak to the courier who has confirmed that the order was delivered without issue".

He attached a missing item declaration form to the email and asked me to fill it in if I still haven't received my full order, so they can add it to my claim. He asked me what outcome I would like if my claim is successful and said that they can either refund the amount of the missing item or replace it if it is in stock.

I filled in the form, sent it back and I'm now just awaiting for their reply. Worse comes to worst, I'll just say someone in the house opened the package, got me confused and I've found them or something.

Anyway, lesson learnt for next time. I've only recently begun SE'ing and didn't think it through properly.