FP was in control of what the package was insured for. You had no say. I assume that in any other case, they would have eaten the cost. For example, if you had bought a bag from them and it got lost in shipping, they would have only gotten the $100 automatic insurance from UPS but would still have had to make up the difference. This is why you feel what they are doing is so wrong.Why do I get the feeling you either work for FP or UPS?I'm fairly certain FP's label would have insured the item for it's full amount. I wasn't given any option for insuring it while using their label. And yes, their shipping instructions differ from what UPS told me, I'm not disputing that.
At any rate, it looks as though this is basically closed.
**Selling/consigning** with Fashionphile
- Thread starter Vegas Long Legs
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Just trying to be devil's advocate here.Why do I get the feeling you either work for FP or UPS?
At any rate, it looks as though this is basically closed.
If I worked for FP (which I don't) would have offered you a credit of some sort to show good will, but that
is just not realistic as disappointing as it might be.
Being fairly certain is not the same as what & where the liability lies.
You just don't seem to want to accept any responsibility for your decision in shipping the package
from Canada instead of the US as you had previously done & things went south.
Once you accept the payout from FP, your case will likely be closed
I agree but clearly they don't. From some of the other issues I've heard, it sounds as if they're rarely interested in helping.
It's not a matter of accepting responsibility, I freely admit I did it and it was wrong. BUT I was informed that it was OK to do so by UPS. Had they not said so, I wouldn't have done it, pretty simple. I wasn't trying to scam anyone.
I too would have offered at least a credit. That way they would have kept me was a client and I likely would have gone on to spend much more than that in the future. It's just good business.
And I'm sure FP must insure their labels. They knew exactly what they had offered me for the bag.
Anyway, thanks to all who have followed this debacle. It'll ultimately save me money in the long run as I have one less company to purchase from.
@whatever, FP shares this on their site with regard to shipping:
"For direct purchase & consignment items, shipments sent from outside the continental US
must have a minimum value of $1000 in quoted value to be eligible to print a free shipping label"
@muchstuff item was valued at $875 & she chose to ship from Canada,
so where does the liability fall?
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@muchstuff We want a good outcome for you! I totally understand that you are accepting responsibility while still hoping for a good outcome, and I don’t see a conflict in both of those things being true. I appreciate that you shared your story so that other members understand some details that might not be totally obvious unless a person reads the fine print. I have shared my story before, that one of my packages on the way to consignment at Fashionphile was lost by the shipper, and after a month of back-and-forth the only reason I was reimbursed was because I had the original drop off receipt with the weight at the time of drop off. The employees would usually tell me that it didn’t matter if I had the receipt because it was all online, but luckily this time I just happened to wait for the receipt and make sure it had the weight on it. I was just lucky. I shared my story here at that time, as I assume you are motivated to share your story, primarily as an FYI to other members here.
Fashionphile should & needs to tell consignors exactly how much their package is "insured for"
so it is perfectly clear, in print & upfront. While many may not read all the fine print & make assumptions,
sharing details & experiences only provides clarity. If a consignor would like to purchase additional insurance
for the item being shipped, that should be offered. Did not see that on the FP website.
I too have my receipt (no weight though) but in this case I don't think it makes much difference. Very glad for you however!
I've had a package go astray once before (Canada Post/USPS) and stupidly hadn't insured it so it was a complete loss. I've been careful to insure since.
It actually is quite realistic for them to offer a credit for this. This company hands out coupon codes and discounts like candy, $850 is nothing to them.
The terms and conditions can be as clear as day, but given the unique circumstances of this situation, exceptions can always be made. I know from firsthand experience dealing with them.
The last couple of years they have been very quick to blame the customer over any issues that might come up without a proper investigation, which isn't a good business practice.
Putting this story on the BBB lets others know that this company engages in unfair business practices and doesn't have any sympathy or loyalty for their repeat clients. By "unfair business practices," if the BBB wasn't even brought up, the $100 wouldn't have even been offered. The amount of babysitting and following up over this case is absolutely ridiculous for a company this large.
They were literally hounding me for $300 when I brought an error on their system to their attention while dealing with family that lost their homes in the California wildfires.
There are far too many stories on this forum and others that can back this up. @muchstuff has explained the situation multiple times, understands where her fault lies, but the fault was not on purpose and partly due to misinformation. Fashionphile should see this as an honest mistake. I do business with countless other companies that would have seen this error and reimbursed me.
I don't quite understand the devil's advocate approach when the client is already mentally exhausted over this matter, and at this point has been given the run around by a company that clearly doesn't value their customers.
I wouldn't accept the payout and post your story on the BBB @muchstuff
I did accept it because I just want it to stop at this point. But that doesn’t mean I won’t go forward with BBB. The settlement was with UPS, not FP. I can file it as a complaint at the very least.
Yes I would definitely file it as a complaint. I get wanting it to be over lol, that's why I just paid out the $300 so I could focus on my family. At least neither of us have to deal with their customer service department ever again
UPS losing something in this day and age is really alarming. Package tracking is all done digitally now, THEY should be investigating this until they can track the package. Sadly the CEO of UPS is not going to care or even read, it will likely be some low paid intern or junior employee handling their emails, please be kind in the email. If it has happened to you who knows how many others it has happened to. This to me sounds like a UPS issue not FP but I understand the frustration that they should have provided a reasonable solution esp given your years of loyalty. This sucks, I'm sorry @muchstuff! It might come up if you press hard enough.
The one bright spot.
Let me state here that the CS people I’ve dealt with have been unfailingly courteous. They just lack any “ thinking outside the box”, the rules are the rules. No forward vision.I’m sorry about your family home, how is any sort of help going there?
I’ve spoken to UPS multiple times and they’ve said it’s up to FP to accept the claim. Which they won’t do. I’m hoping to appeal to UPS one more time as their collection depot shouldn’t have accepted the package but I don’t think anything will change. Especially since I’ve accepted their $100.
This was my whole point about their unfair business practices. After WAY TOO MUCH TIME going back and forth, it took you mentioning the BBB for them to bring up the $100. You are also right about the "thinking outside the box" feedback lol.
Also thank you regarding my family. The entire town is basically gone. Everyone is in shock, the entire infrastructure is gone, so even with policymakers trying to remove red tape and other permitting, it will probably take a decade before anyone could live there.
Thankfully they have insurance, but the area will just never be the same. The area was developed in the 20's 30's, so the charm just can never be replaced. The only reason I thought it was odd FP had no sympathy over this situation is because they are headquartered in Southern California, and I'm sure a large client base in West LA.
Let's just say I'm not recommending them to anyone who needs to replace their Birkins