My Tiffany & Co. Bean -- STOLEN!!

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#18
MIKOMEGMOM said:
Whenver Tiffany ships anything to me they ask me do I want signature required. I am not sure why they wouldnt have asked you that and especially for that amount.
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The order was placed through the Tiffany & Co. website and it doesn't allow you to choose whether or not you want insured shipping if you're receiving the free shipping. In theory, the parcel should be insured.
 
#19
I agree. I can't imagine them not insuring it and I am not sure why they are giving you a hard time now. Wow.

PeacefulMommy said:
The order was placed through the Tiffany & Co. website and it doesn't allow you to choose whether or not you want insured shipping if you're receiving the free shipping. In theory, the parcel should be insured.
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#20
I am so sorry to hear this. Tiffany used to ship all orders in a larger box but in recent times, when you order one item only, use those flimsy pouch type of boxes. They are so easy to pull open and imo, very much inadequate for protection. I would recommend that you call back in the morning and ask for a manager. This is a manager issue and in order to get a replacement, you will need to have one do that for you. Most reps who answer the phone do not have the authority to resend the necklace. Try to work with Tiffany first for a resolution. I would hope they can resolve this for you. In case Tiffany opens a case with UPS (this may take some time) call your credit card and explain the situation and ask how long you have to file a chargeback so you stay within your timeframe. Some cards give 60 days, others give you longer. But its good to know. It shouldn’t take that long but I would ask anyway.

I am so sorry this happened. I would be upset and completely understand your frustration.
 
#21
PeacefulMommy said:
I am literally in tears right now. I ordered a Tiffany & Co. Elsa Peretti Rose Gold Bean necklace at the beginning of the weekend. According to the tracking number in my shipment confirmation email received from Tiffany & Co., my parcel was scheduled to arrive on Wednesday 12/5. Shortly after, the shipping information was changed so that my parcel was due to arrive on Tuesday 12/4.

TODAY when I brought in the mail, UPS had left a parcel on my doorstep WITHOUT EVEN KNOCKING OR RINGING THE BELL and this is what it was:

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My Tiffany & Co. parcel that was SUPPOSED to contain my new Elsa Peretti Rose Gold Bean necklace... EMPTY!!

I knew the minute that I picked up the box that it was far too light to contain anything at all, and the tear on the top portion of the parcel was a dead giveaway that the contents were no longer inside. Sure enough, when I opened it, there was only the packing slip and the Tiffany care card. NO NECKLACE!!

I phoned Tiffany & Co. customer service, but they pretty much called me a liar via telephone. I was asked to send photos to Tiffany & Co. customer service so that they could contact the shipper (UPS) and have them investigate. No offer to re-ship. No offer to refund. They didn't even say whether or not they would be getting back to me (I asked and was told that they would contact the shipping company).

SO UPSET!!

I don't know what to do now. If Tiffany & Co. doesn't believe me... What do I do? Contact my credit card company? Wait on customer service?

I've ordered online from Tiffany & Co. many times without a problem!
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FARK. Im sorry to read about this. One of the reasons why Im scared to order online/by mail. The incision on the cardboard almost looks like was done by a sharp object. (knife or scissors) If it was ripped by a passer by you would think that the tear would be not as 'straight'.

Maybe the UPS guy did it? Hope they can track him down. So so unfair, just awful. Hope you are able to get your money back. Caz
 
#22
Omg. How horrible! I had a designer purse stolen from me before and know exactly how you feel! Don't give up!

I can't believe people do this. Each time I have a package delivered I gets scared it'll never show up.

Also, u should ask the mods to remove the pix or edit them. You address is showing in one.
 
#23
Sorry to hear that. The way I see it both Tiffany n Co and UPS are at fault. Tiffany and Co should use a more secure envelope/box in the first place and they should make sure that it must be signed. UPS should at least try and ring the bell and NOT leave such valuable item on the front porch.
I hope that you will get it sorted as swiftly as possible and without further hassle.
 
#24
omg i am so sorry this happened to you. I am hoping they make this right for you. did you pay with an amex?? if worse comes to worse you can always get a refund through your cc.

and it definitely seems this was done by someone with scissors at ups, not a passerby. probably saw the tiffany return address and figured pretty good chance something is good in there. it sickens me...
 
#25
I'm so sorry this happened to you��. That really really sucks!!!

I also just wanted to make sure you know your name/address are clearly visible. I'm on an ipad and can easily zoom in and see it. You can never be too careful.....
 
#26
Honestly - this email needs to be broken into two separate issues & sent to the appropriate people. It's long, long winded & convoluted & in this particular case, you're better off being clear concise & factual until you get this sorted - AND THEN deal with CS on the conduct of the various people you have encountered.

If it were me - I would be on the phone until a resolution was reached - emails can be ignored/put off - especially long ones.

I also wouldn't be patient waiting for T&C for a response - call UPS & your CC. T&C already has your $ - they have no reason to act urgently.

PeacefulMommy said:
This is the email that I have JUST sent to Tiffany & Co, with attached photos of the parcel prior to opening it:

To whom it may concern;

I cannot express how very disappointed I am in the Tiffany & Co. brand at this moment.

On 28 November, 2012 my family and I were shopping at the Town Center Mall in Boca Raton, Florida. My Mother-in-Law and I entered the Tiffany & Co. retail store there in order to purchase a pair of 0.14ct Rose Gold Diamond by the Yard earrings as my Christmas gift from my parents and in-laws. We were greeted by a very friendly security guard upon entering the store, who pointed us in the direction of the rose gold jewelry items when we were initially ignored by the sales staff in the store. After approximately 30 minutes of browsing various cases and pointing out different pieces to my Mother-in-Law, several of which pieces I visited repeatedly, I realized that no one had offered to show us anything, or asked if we needed assistance. My Mother-in-Law informed me that she would continue to browse the silver charms while I sought a sales associate to help me. Upon returning to my family member to tell her that the other associates were with customers, I realized that she had been offered assistance as soon as I walked away. She suggested to me that perhaps it was because I appear younger than my age, so I wasn't being taken seriously as a customer. Taking this idea into consideration, I informed her sales associate (a woman with very short blonde hair whose name I didn't get) that I would like to see a few pieces when they finished. The sales associate showed me the DBTY earrings in the case, but informed me that she did not have the size I was requesting in-store at the moment, and that the store could order them. I politely declined, explaining that I live more than an hour away and drove to the store for the personal attention and shopping experience at a Tiffany & Co. retail location, but that I would order the earrings online to save myself a second drive to the store. Still shopping, I asked to try on three rose gold necklaces to compare the length, size and weight. At this point, the sales associate acted as though I was wasting her time, obviously bored as she grudgingly showed me the necklaces I'd requested to see, and making it a point to speak with other shoppers and salespeople rather than answer my questions and give me the attention I deserved. Feeling neglected and as though my sale didn't matter, I left the store. I returned after finishing my other shopping in the mall, at which point I asked after the sales associate I'd been speaking to that morning, but I was informed that my salesperson was at lunch. Suzie/Susie - another sales associate in the store - was kind enough to show me the necklaces I'd wanted to see earlier that morning, offered her opinion of each, and she gave me the attention I'd initially expected when spending my money in a jewelry store. Unfortunately, I was unable to make a purchase with Suzie/Susie because my original sales person returned from lunch and I felt uncomfortable in the store.

Upon arriving home, I posted my experience on the Tiffany & Co. Facebook page, and was directed to email Tiffany Customer Service. I did so, and received an email letting me know that my comments were forwarded on to the management team at the Boca location. On 30 November, I received an email response from the Assistant Manager at the Boca Raton store, Claudia Bolivar, asking me to telephone her regarding my experience in her store. She was apologetic, which I genuinely appreciate, but I am unable to return to her store in the near future to receive her personal assistance in purchasing the item I'd originally gone to Boca Raton to purchase. The drive was a day-trip with my family and not something I'm able to do on a regular basis.

Still, with my confidence restored in Tiffany & Co., I made a smaller online purchase on 30 November. I placed order number 960309, purchasing an Elsa Peretti 18k Rose Gold Bean Necklace at a purchase price of $595 ($630.70 after taxes). I received a shipping confirmation email on 2 December 2012, offering me a UPS tracking number 1Z74W6A90242658978. The parcel was originally scheduled to arrive at my address on Wednesday, 5 December. The tracking information was later updated to state that the parcel would arrive on Tuesday, 4 December, by the end of the business day.

Normally, I make it a point to be at home when valuable parcels are scheduled to be delivered. So you can imagine my dismay when I was picking up my mail today (Monday, 3 December) from my mailbox on the curb and noticed that UPS had left my parcel from Tiffany & Co. on my front porch, completely exposed. The delivery driver never knocked on the door. The delivery driver never rang the doorbell. I had no notification that my parcel had been delivered, as I was at home and downstairs the entire day today. The moment I reached for the parcel -- which isn't the standard Tiffany & Co. packaging that I've received when ordering from the website in the past -- I immediately noticed that the parcel had been torn at the top. I took the parcel indoors and began snapping photographs because, to be perfectly honest, it was entirely obvious that there was nothing inside. The hole on the top was big enough to allow the contents to be removed, whether prior to delivery or after I have no way of knowing. The parcel weighed practically nothing when I picked it up. Upon opening the box via the tear-label, my suspicions were confirmed. The parcel is EMPTY. I received nothing more than my packing slip and the Tiffany & Co gift message I'd requested. The necklace was NOT in the parcel.

I telephoned Tiffany & Co. customer service, and was asked by a representative identifying herself as Andrea to forward the photographs I'd mentioned to this email address. I feel like my complaint is not being taken seriously and I feel as though I was being called a liar on the telephone! After the terrible customer service I initially received at the Boca store, I would have expected a pleasant transaction online! I have ordered from Tiffany & Co.'s website in the past. My husband, too, has ordered my Christmas gifts from the Tiffany & Co. website. We have never in the past had a problem. I always received excellent service at the Bal Harbor, Florida... King of Prussia, PA... and Fifth Avenue, New York stores. I am amazed by the series of events occurring now! One bad experience would be understandable... but not this.

So, as requested by your customer service team and to offer evidence that my parcel was open, I have attached the photographs I took upon receiving my parcel. It is obvious to me that the contents of the parcel were stolen - either in transit or after the delivery that I was not notified of - and I did not receive my item. I respectfully request that, upon receiving this email, a Tiffany & Co. customer service representative contact me via telephone to arrange a replacement parcel WITH SIGNATURE CONFIRMATION. Obviously, the UPS delivery driver did not do his job, and I had fully expected to sign for a parcel containing jewelry worth $600. Leaving the parcel on the doorstep was NOT the correct thing for the driver to do, because if I'd signed for the item, I would know whether the packaging had been torn open in transit or if the contents were taken after delivery. At the moment, I do not know who is at fault in this situation, but I would like the problem rectified IMMEDIATELY.

I look forward to a response from your customer service team.

Kindest regards,
Lisa Duggal


...and, of course, my telephone number beneath my signature.

Now I am waiting to see if they phone me. I'm so angry that I'm SHAKING!
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#27
Definitely the USPS's fault and not Tiffany's. I would go to your post office tomorrow and bring the photographs. Unfortunately, the part about rude SAs may make them take you less seriously and question the veracity of your account. Unless it was stolen out of the box after being placed on your doorstep, this is almost certainly an act of USPS employee theft. And even if the box somehow ripped by accident and the box fell out--which seems unlikely--it's on the USPS to take responsibility for this. :(
 
#28
I think too many people are getting confused because USPS and UPS were used. UPS delivered the package. NOT USPS.

To the OP--I'd file a BBB complaint, right now. Make a concise timeline, shorten that email, and submit.
 
#29
Ugh, I am so sorry this happened to you! It makes me sick to think about it - not only the necklace getting stolen but the horrible attitude from the first Tiffany SA. I sincerely hope that you get this resolved asap! Definitely talk to your bank/credit card company, USPS, and Tiffany.

For my two cents, it really doesn't look like this package got caught in a sorting machine. If it did, the tear would be more jagged/crumpled. But this looks like a clean, deliberate cut. Either someone at USPS took it, or someone who saw the package outside your door. Regardless of who took it, USPS should never have just left a valuable package laying around in the open, so it really is their fault!
 
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