My Tiffany & Co. Bean -- STOLEN!!
- Thread starter PeacefulMommy
- Start date
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Hi, everyone! Thank you for your responses.
Also, a HUGE thank-you to the moderators who removed the photos with my name and address. I was so upset that I didn't even notice that the address was visible -- my only thought was of showing the tear in the packaging. I was not logged in last night and didn't see the responses regarding the address label. A big thank-you to the community members looking out for me!
I was phoned by a manager at Tiffany & Co. today (appropriately named "Tiffany", by the way...) and she apologized several times.
She informed me that I am not liable for this lost parcel, as it was clearly the fault of UPS for leaving it on the doorstep. She stated that Tiffany & Co. normally requires a signature for items with a value of $1,000 or more, but that a parcel should not be left on a doorstep without ringing the bell regardless of the value. Apparently, UPS leaves dropping a parcel on a doorstep to the discretion of the driver, who is held responsible if a parcel is not received or is stolen before the intended recipient claims it. This is because all parcels - if left by the driver - are supposed to be left in a "SECURE" location not visible from the street or lawn, and that the driver is taking a risk in doing so.
Also, the representative I spoke to yesterday - Andrea - was a new seasonal employee and instructed me to forward my photographs to Tiffany & Co.'s customer service email address because she didn't know how to otherwise handle the situation. Tiffany informed me that, as a member of management, she will go over such procedures with Andrea to ensure that this doesn't happen again.
Tiffany & Co. will be shipping me a replacement parcel within 4-5 business days, this time with signature confirmation because I requested it. They will also be reaching out to UPS to claim the insured value of the item (as they are shipping a replacement) so my UPS driver will be contacting me to collect the damaged packaging I initially received.
Tiffany & Co. is correcting the problem and replacing my missing necklace. Yay! I have to wait a while longer than I'd expected, but at least I'll still be getting my necklace and I'm not out $630! A happy ending after all!
One thing, though... Can someone explain to me exactly why I feel so terrible that Andrea - the new seasonal employee who mis-handled my customer service call - is now in trouble with her managers? I feel guilty about potentially getting her fired... especially during the holidays... I even found myself apologizing to Tiffany for getting Andrea into trouble!!
Still, the lesson learned is:
1) To request signature confirmation on orders under $1,000 from Tiffany & Co., because it's not included..
2) To check UPS tracking information more frequently, as their shipping "estimates" aren't accurate and parcels arrive when they arrive..
3) To always ask to speak to a member of management, especially during the holidays when seasonal employees don't always know how to handle customer service claims..
Also, a HUGE thank-you to the moderators who removed the photos with my name and address. I was so upset that I didn't even notice that the address was visible -- my only thought was of showing the tear in the packaging. I was not logged in last night and didn't see the responses regarding the address label. A big thank-you to the community members looking out for me!
I was phoned by a manager at Tiffany & Co. today (appropriately named "Tiffany", by the way...) and she apologized several times.
She informed me that I am not liable for this lost parcel, as it was clearly the fault of UPS for leaving it on the doorstep. She stated that Tiffany & Co. normally requires a signature for items with a value of $1,000 or more, but that a parcel should not be left on a doorstep without ringing the bell regardless of the value. Apparently, UPS leaves dropping a parcel on a doorstep to the discretion of the driver, who is held responsible if a parcel is not received or is stolen before the intended recipient claims it. This is because all parcels - if left by the driver - are supposed to be left in a "SECURE" location not visible from the street or lawn, and that the driver is taking a risk in doing so.
Also, the representative I spoke to yesterday - Andrea - was a new seasonal employee and instructed me to forward my photographs to Tiffany & Co.'s customer service email address because she didn't know how to otherwise handle the situation. Tiffany informed me that, as a member of management, she will go over such procedures with Andrea to ensure that this doesn't happen again.
Tiffany & Co. will be shipping me a replacement parcel within 4-5 business days, this time with signature confirmation because I requested it. They will also be reaching out to UPS to claim the insured value of the item (as they are shipping a replacement) so my UPS driver will be contacting me to collect the damaged packaging I initially received.
Tiffany & Co. is correcting the problem and replacing my missing necklace. Yay! I have to wait a while longer than I'd expected, but at least I'll still be getting my necklace and I'm not out $630! A happy ending after all!
One thing, though... Can someone explain to me exactly why I feel so terrible that Andrea - the new seasonal employee who mis-handled my customer service call - is now in trouble with her managers? I feel guilty about potentially getting her fired... especially during the holidays... I even found myself apologizing to Tiffany for getting Andrea into trouble!!
Still, the lesson learned is:
1) To request signature confirmation on orders under $1,000 from Tiffany & Co., because it's not included..
2) To check UPS tracking information more frequently, as their shipping "estimates" aren't accurate and parcels arrive when they arrive..
3) To always ask to speak to a member of management, especially during the holidays when seasonal employees don't always know how to handle customer service claims..
Yes, they now do that. I forget what the type of mail it's called, but I had something delivered that way just last week. I went online, and either the UPS or the USPS site said that they are "partnering with" each other. I had never heard of that before!
And, OP, I'm so glad to hear your new Bean is on the way!!!
awesome! glad to hear!
as far as feeling bad about Andrea...I had a bad situation happen to me at my local sephora recently with a manager there and felt compelled to reach out to upper management about it. They made it right (free gifts/gift card/sincere apologies) and said they would take care of the manager and I told them in no way do I want to be responsible for him losing his job but he definitely needs to be retrained. I felt terrible about it for days, worried he was going to get fired, but he did get re trained and is still working there, so dont worry! Management wants to know about these things, they cant know everything that goes on so you are actually helping them with their business. dont feel bad!!
as far as feeling bad about Andrea...I had a bad situation happen to me at my local sephora recently with a manager there and felt compelled to reach out to upper management about it. They made it right (free gifts/gift card/sincere apologies) and said they would take care of the manager and I told them in no way do I want to be responsible for him losing his job but he definitely needs to be retrained. I felt terrible about it for days, worried he was going to get fired, but he did get re trained and is still working there, so dont worry! Management wants to know about these things, they cant know everything that goes on so you are actually helping them with their business. dont feel bad!!
How suspicious is it that the driver didn't ring your doorbell!? If a stranger were to steal it from your doorstep I doubt they'd take the time to cut open the box right there in broad daylight, they'd just run off with the box, right? And if someone else at UPS/USPS stole it it should have been obvious to the driver who then wouldn't have delivered it like that. I mean the driver carried the empty box up to your doorstep, he must have realized it and seen the gaping hole, but 99% sure he's the guilty one here.
I'm not going to openly blame the driver because, to me, it looked as though the parcel was torn open along the perforated "pull tab" used to easily open the new cardboard packaging. I'm going to give the driver the benefit of a doubt and believe that the parcel could have been torn during processing or prior to being placed on the truck, and that he delivered it because it was scheduled to be delivered.
But yes, it is suspicious to me that the driver did not knock and/or ring the bell, especially when there was a tear in the parcel. Again, giving the driver the benefit of a doubt, I'm going to assume that he considered it a small tear and delivered it as-is.
Either way, UPS is at fault, and UPS will be reimbursing Tiffany & Co. (via the insurance purchased when shipping the parcel) for my replacement necklace.
But yes, it is suspicious to me that the driver did not knock and/or ring the bell, especially when there was a tear in the parcel. Again, giving the driver the benefit of a doubt, I'm going to assume that he considered it a small tear and delivered it as-is.
Either way, UPS is at fault, and UPS will be reimbursing Tiffany & Co. (via the insurance purchased when shipping the parcel) for my replacement necklace.
I'm glad you're getting a good resolution! Just wanted to add, though, that frequently my UPS driver does not bother ringing the doorbell- he just tosses the package onto my front stoop. I'm lucky if I hear the "thump" when the box lands-LOL. I follow tracking pretty carefully so I know when to expect packages.
Ahhh.....TIFFANY JEWELRY ALWAYS HAS HAPPY ENDINGS!!!! You do know we all want a reveal and modeling pictures right? 
LOL I'm happy it all worked out!
LOL I'm happy it all worked out!
Ahhh.....TIFFANY JEWELRY ALWAYS HAS HAPPY ENDINGS!!!! You do know we all want a reveal and modeling pictures right?
Oh, yes! After all of this... There will DEFINITELY be a big reveal and modeling pictures!
Great news; glad Tiffany came through and made things right! Looking forward to seeing pics once you get your necklace!
As for the situation with Andrea, don't feel guilty over that. It just sounds like she didn't get enough training, since she's a seasonal employee. At least now the manager is aware of it, and can offer her some more training so that she'll be more well-informed in the future.
As for the situation with Andrea, don't feel guilty over that. It just sounds like she didn't get enough training, since she's a seasonal employee. At least now the manager is aware of it, and can offer her some more training so that she'll be more well-informed in the future.
I'm so glad things have been worked out! 
Worth noting is that UPS, and other carrier services I suspect, hire tens of thousands of extra workers to deal with the holiday rush. Especially drivers. I've shipped packages to family members over the holidays only to learn they were delivered to the wrong address, or the tracking was fouled up, or they went missing for long stretches. Each time I was told it was because UPS had new drivers on the route for the holidays. Something to keep in mind if you're going to order something for yourself. Might be better to wait until things slow down in January.
Anyhow, so glad this worked out and you can now look forward to your necklace!
Worth noting is that UPS, and other carrier services I suspect, hire tens of thousands of extra workers to deal with the holiday rush. Especially drivers. I've shipped packages to family members over the holidays only to learn they were delivered to the wrong address, or the tracking was fouled up, or they went missing for long stretches. Each time I was told it was because UPS had new drivers on the route for the holidays. Something to keep in mind if you're going to order something for yourself. Might be better to wait until things slow down in January.
Anyhow, so glad this worked out and you can now look forward to your necklace!