Not sure but since I didn’t insure (because I knew FP would have) probably none.
**Selling/consigning** with Fashionphile
- Thread starter Vegas Long Legs
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There is no insurance when shipping with UPS - please go to their website and look it up. Rather, with FedEx and UPS there is such a thing called declaration of value - when the carrier assumes responsibility for the value of the parcel and would reimburse it in case of package loss or damage - it is NOT an insurance as the rules are different around it. The issue here is that the liability for your package was calculated from the package being shipped from your address in the US to the FP location in the US, not Canada. Thus UPS is backing out of paying the claim, in addition, there is also an issue of customs and rules of the international cariage that should have applied.
Bottom line - you should never have sent your package from Canada with the US shipping label - sadly, whatever you did in the past doesn't matter, as you didn't have to file claims. In this case, when the package is lost - they are refusing to pay, as it was not in their contract to deliver your package from Canada to the US. You go into the area "he said, she said, whatever guy at the UPS said" - sorry, it doesn't matter as there are rules of carriage. Your best bet is to sort it out with FP..
I'm aware of the fact that, despite what has happened in the past, I should have shipped from my US address. Just to be clear, I'm not disputing any of the rules/laws about liability, etc. My point of posting this was to express my disappointment in FP's unwillingness to do anything at all to help out a loyal customer, and also to point out their appalling lack of communication.
I'll post in the future if the outcome changes, meanwhile the best of the season to everyone!
While appreciation of a client's history should mean something, there is a very fine line
here with regard to liability & where it falls, be it with you, UPS and/or FP
Know that you will go forward to the best of your ability in challenging FP & hopefully as
a result of this episode, communication will improve & this matter will be resolved to some
satisfaction.
Keep us posted & in spite of this, the best of season to you as well.
Can Fashionphile determine the purses measurements from the photo only? I forgot to measure before submitting. I heard they're able to figure it out but just want to confirm?
I just got caught up with all the previous messages. I have had a lot of problems with client services at Fashionphile. I have also had good outcomes with client services, but it really all depends on who you talk to. They have a lot of new client service reps that are really "by the book." I have received items not as described etc, waiving a reserve fee, accidentally cut off the tag and wanted to make a return, etc etc. They have always allowed a 1 time exception rule to me, and I am by no means a VIP client.
I would reach out to their general client services hotline one last time. I would call when it's around 10-11 PST (I notice that's usually when managers are available). To avoid having to give the whole story again to a rep that is just going to say sorry the case is closed, I'd just immediately ask for a manager (it looks like you have already done this, but there are senior client reps and then there are actual managers). Explain how you are a loyal customer, and during the holiday season there must have been a shipping error with the mass influx of shipments. You have proof the package was picked up, the quote was approved, you are the victim in this situation and FP should allow you an exception (especially if they haven't provided you ANY exceptions in the past).
It's also not like this has happened to you multiple times, so their lack of gesture of good faith during the holiday season is surprising to me.
I'm lucky that I live close to the Carlsbad selling studio, so all my purchases and sales are done in person. The last package I received from their NYC flagship arrived looking like it was broken into. I find better service from Fedex, I wish they would switch carriers.
Thanks for this. I did speak to someone who called herself a senior something or other and at my insistence she bumped me up another level and apparently there was a conversation with some other folks so I'm not sure if there was an actual manager involved. Now that Christmas has started to settle down in my house I'll work on this.
Spoke to UPS this morning, they've approved the claim and just need FP to contact them for a payout. Which they won't do, at least at this point.
I can't call them until Monday, but have emailed, and left messages on their socials. We'll see what happens.
I can't call them until Monday, but have emailed, and left messages on their socials. We'll see what happens.
This is the most bizzare thing I have ever heard, why won’t they just do the payout lol? In the long run they will most likely make MORE money from you for continued business by treating you as a valued customer. They were also literally doing 12 days of deals where they were knocking $1000 off some bags. An $850 payout shouldn’t bankrupt them, and UPS is backing this. I think once you talk to the actual higher ups that are feeding the information down the ladder, this will get sorted in your favor.
I find calling to be the best way to get things taken care of. If you have the time, I would try calling during opening, and if that doesn’t go anywhere, try maybe around 10 PST.
Throughout the 8 years of doing business with them, if you haven’t received any ‘one time exceptions’ for returning bags with the tags cut off, refunds for canceling reserve fees, or any exception in general, I would also bring this up. Sorry you have to deal with this during the holidays
Spoke to customer service this morning and she went to their UPS advisor, the claims dept, and the whole CS team. Nothing, not even a credit.This is the most bizzare thing I have ever heard, why won’t they just do the payout lol? In the long run they will most likely make MORE money from you for continued business by treating you as a valued customer. They were also literally doing 12 days of deals where they were knocking $1000 off some bags. An $850 payout shouldn’t bankrupt them, and UPS is backing this. I think once you talk to the actual higher ups that are feeding the information down the ladder, this will get sorted in your favor.
I find calling to be the best way to get things taken care of. If you have the time, I would try calling during opening, and if that doesn’t go anywhere, try maybe around 10 PST.
Throughout the 8 years of doing business with them, if you haven’t received any ‘one time exceptions’ for returning bags with the tags cut off, refunds for canceling reserve fees, or any exception in general, I would also bring this up. Sorry you have to deal with this during the holidays
EDIT: Have spoken to UPS again, and they're going to contact FP to have them change the return address on the label to my CDN address so UPS can pay me out directly. Fingers crossed.
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Sending positive vibes your way, this is crazy how FP is responding to the issue.
Honestly if UPS pays you out I would still close my account with them, they are clearly in need of sales or they wouldn’t be having constant back to back promotions. I’m not sure what their issue is here with just giving you the payout. Either way a lost customer and not a good look.
I know, it's nuts. I've phoned FP AGAIN to tell them that UPS will be in contact, will keep you posted.
Spoke to customer service again, and the CS team is saying they won't change the return address. The CS gal I spoke to is going to confirm that with the claims dept, who aren't in today, so it's still a waiting game, but I'm guessing the answer is no.
This is unfortunate but a costly lesson learned. Will they offer any kind of accommodation
in lieu of the lost package just to promote goodwill?
Nothing whatsoever.
Just to reiterate, UPS CDA accepted the package. It's not "a costly lesson learned" on my part, but an error made by UPS CDA.