UPS lost my bag !

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alissajo33

alissajo33

Member
Feb 3, 2019
62
63
#1
I am wondering if anyone has ever had an issue with UPS losing a package...
I mailed my Keepall to LV for repairs. I bought this bag new and before starting to travel again, took it out to inspect it... I didn't realize there were such significant flaws in the stitching and when the zipper was pulled shut there was some puckering. I had sent the photos to the Louis Vuitton customer service, since I don't live near a boutique and had bought the bag online.
I used their prepaid label, and packed the bag with all of the documents that they required. I kept my shipping receipt from UPS, as well.
I checked the tracking a few days later and it looked like it had just been scanned but wasn't moving.
I called Louis Vuitton customer service, as I know that sometimes the tracking doesn't always generate accurately, and I wanted to check with them to make sure that they had received my bag. After spending about 30 minutes online with the customer service rep going back and forth with the repair center, it was discovered that they had not received any package. I was told that Louis Vuitton customer service would be partnering with UPS to figure out where my package was and that was about a month ago, and I have not heard anything since.
I emailed, and got a response back that basically said give us a details of what's going on. I am beyond frustrated.
I believe my package was either lost or stolen, which is crazy to think since it was such a huge box. What is the next course of action... And who is ultimately going to be responsible for replacing my bag or refunding me? I feel so sick thinking that I could potentially be out over $2,000.
 
#3
If it's only been a few days (and over a weekend) I wouldn't panic just yet! All shipping services are experiencing huge delays.
ETA you typed it's been a month? then I hope UPS has started a claim of investigation on your behalf.
 
#4
So the item was scanned at the UPS store, but hasn't moved since. I didn't panic at first, because I know that sometimes it doesn't generate an update and then things all of a sudden show up. I'm starting to get frustrated, because I don't have time to hound UPS or LV on opening a case, and again I'm not sure who is ultimately responsible for the bag.
I'm going to call their customer service today, if I get time. I just don't have half an hour to sit with a representative going back and forth on the logistics. I would have fully anticipated that I would have heard from LV by now on what they have found out from UPS.
 
#5
If you used the label from LV, then LV needs to file the claim. Not hearing anything for a month is totally unacceptable, though, and they would get really sick of hearing from me. Since you said you went to a UPS Store, it may be worthwhile to call them and see if they can provide any insight. I visit my local UPS Store regularly and find them to be helpful, although I have never had a package lost. Hope your bag says up soon.
 
#6
Well, just got off the phone with customer service after 40 minutes, 30 of them spent on hold...
UPS admitted that they lost the package. Louis Vuitton did go ahead and file a claim. Apparently, it's already been closed. And the representative spoke with a manager at the repair center, and they are going to send me a replacement bag, obviously free of charge, this week.
The customer service rep was incredibly nice and apologized multiple times to me... Ultimately I will get a replacement bag and I don't have to bother with filing anything with UPS. I am disappointed that after it was discovered that UPS did indeed lose the package that no one from Louis Vuitton customer service reached out to me, or sent me an email or anything. It would have been nice if this would have been communicated to me after the claim was submitted to UPS. I'm not sure why I had to follow up the communication, from a consumer end I would expect customer service would have reached out to me to let me know the details of the case and that I would get a replacement bag.

I didn't mention in my original post, but I have been dealing with some health concerns over the past few weeks, and this kind of fell off my radar and wasn't really my priority until I got some test results back.

I guess if anything positive has come out of this, it's that from now on I will be super diligent about always making sure if I'm sending something myself that it has the appropriate amount of insurance applied. Also, always a good idea to keep your drop off receipts. In my case, it had the tracking information on the receipt, was time stamped and dated, and then also showed the weight of the package. I have heard so many horror stories about people being scammed when they sell something online, in my case I don't feel like I was scammed but I definitely feel relieved that I'm not going to be out over $2,000 due to a loss package.
 
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#8
Update (for anyone interested!)
I never got a tracking info email like I was told. I emailed and got a response saying they were having a hard time locating the bag and should know something by the end of the business day. It's a Keepall 45 in DE (bandolier). I did a quick search on the site and there are many stores in the US who have it listed as an in stock item. Sigh. At this point I'd settle for store credit. Going to call again tomorrow and ask if they can just send me the bag from a store since it's not available online.
 
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