UPS stole my returned bag and LV refused to help

[xoxomint]

Along with the suggestion of reaching out to notify your cc bank (and maybe taking direction from them if they offer alternate advice), can you continue your own open ticket with UPS, or open a new UPS claim? LV has made it clear they're done with it. And I'm sympathetic to not wanting to accept the parcel from UPS - but what about trying to arrange with the manager of your local UPS to accept it at the UPS store, and open it in store with the manager present (then refuse to leave with it if it's not your bag); and then with your (new) open claim ticket with UPS in hand, maybe the manger can enter notes on what was in the package from their end to relay to the UPS claim center? I recently had a crocodile belt go missing in a UPS transaction, and it ended up getting worked out, but it took a few weeks.

In your missing case, did UPS covered the lost item or the merchant?

 

[TC1]

In hindsight, I should have paid and video the UPS employee boxing it. That is a very good tip which I will remember now.

I would prefer UPS employees NOT know what’s in the box. I think that’s part of the problem.. I just box up and affix my label. Yes, get a drop off confirmation.. but I don’t trust anyone else that has eyes on the contents.

Dispute with your CC

 

[LVlvoe_bug]

No idea. They didn't specify and I didn't ask. They kept telling me it was not the same item and that there would be a letter in the box explaining the refusal.

Did your credit card say anything about denying the package? I would definitely dispute with the cc company. Like you said, what about the fact that you used their label? I would hope the label includes insurance???

 

[goodcrush]

Did your credit card say anything about denying the package? I would definitely dispute with the cc company. Like you said, what about the fact that you used their label? I would hope the label includes insurance???

This exactly. This is why I asked. Since you used their shipping label LV should be leading on this and it definitely should fall under their insurance. This is definitely true for high end jewelers. I feel like with an LV return label it falls under them and UPS to sort this. I wonder if OP also has a history with LV? Because even if something like rocks was replaced in the package I don’t see why LV would abandon the customer. It’s like they are saying too bad for you. Unacceptable. I would absolutely would be escalating with UPS and with LV. If they continue to refuse use all of the info for chargeback.

 

[LVlvoe_bug]

This exactly. This is why I asked. Since you used their shipping label LV should be leading on this and it definitely should fall under their insurance. This is definitely true for high end jewelers. I feel like with an LV return label it falls under them and UPS to sort this. I wonder if OP also has a history with LV? Because even if something like rocks was replaced in the package I don’t see why LV would abandon the customer. It’s like they are saying too bad for you. Unacceptable. I would absolutely would be escalating with UPS and with LV. If they continue to refuse use all of the info for chargeback.

I would think with the insured label UPS would refund them with a claim and LV would credit back OP cc immediately. This should be between UPS and LV. I am disappointed in LV that they just dismissed it for her. Defintely escalate to LV! It’s sad they are making her do all the work…I am super curious as to what they received though..

 

[xoxomint]

Did your credit card say anything about denying the package? I would definitely dispute with the cc company. Like you said, what about the fact that you used their label? I would hope the label includes insurance???

Yes, my cc company agreed that I shouldn't accept the package since I don't know the content. I told them I really am not comfortable having it. I feel like if I do, then that be interpreted as I am accepting fault. Given that LV is being unreasonable (in my opinion) about this. I don't feel like I should be accommodating either. Plus, I've already rejected the package now and it is on its way back. They might try to redeliver tomorrow.

 

[Mollypop]

In your missing case, did UPS covered the lost item or the merchant?

UPS did, but my situation was different because the merchant hadn't provided the UPS label - I was paying to ship it.

 

[xoxomint]

This exactly. This is why I asked. Since you used their shipping label LV should be leading on this and it definitely should fall under their insurance. This is definitely true for high end jewelers. I feel like with an LV return label it falls under them and UPS to sort this. I wonder if OP also has a history with LV? Because even if something like rocks was replaced in the package I don’t see why LV would abandon the customer. It’s like they are saying too bad for you. Unacceptable. I would absolutely would be escalating with UPS and with LV. If they continue to refuse use all of the info for chargeback.

A history meaning a bad one? Not that I'm aware of. I have a profile since 2022. This was the Cerise sunset bag, the 1st bag I've bought online and the 1st one I've returned online too. I got 9 items from the Cerise drop and returned 3 (a shawl and a scarf) including this bag so yes, I didn't keep every single item, 66.6% retention rate. But for the MC drop, I bought 4 items and kept every single piece including a bag, that's 100%. Between 2022 and 2023, I bought 2 bags and kept both original purchases. A few small items in between. I did buy a bag charm in Europe and realized that I have the exact same one so had to exchange it for a different one when I got back to USA. I had to pay the difference and taxes on that which I was fine with since that was my own fault. I don't feel like my returns and exchanges vs my purchases for the last 4 years have been so off balance to warrant this type of service from LV. That's why I'm asking if anyone else on this forum has experience this type of service from LV before. Because I am very taken back.

 

[goodcrush]

A history meaning a bad one? Not that I'm aware of. I have a profile since 2022. This was the Cerise sunset bag, the 1st bag I've bought online and the 1st one I've returned online too. I got 9 items from the Cerise drop and returned 3 (a shawl and a scarf) including this bag so yes, I didn't keep every single item, 66.6% retention rate. But for the MC drop, I bought 4 items and kept every single piece including a bag, that's 100%. Between 2022 and 2023, I bought 2 bags and kept both original purchases. A few small items in between. I did buy a bag charm in Europe and realized that I have the exact same one so had to exchange it for a different one when I got back to USA. I had to pay the difference and taxes on that which I was fine with since that was my own fault. I don't feel like my returns and exchanges vs my purchases for the last 4 years have been so off balance to warrant this type of service from LV. That's why I'm asking if anyone else on this forum has experience this type of service from LV before. Because I am very taken back.

No I just meant a relationship. Meaning not a brand new buyer although they shouldn’t treat a brand new buyer this way either.

 

[Peridot_Paradise]

This sounds so terrible I’m so sorry you have to deal with this but I believe that it is LV’s “duty of care” to make sure that the return arrives safe to them plus they’re the ones who chose UPS as the shipping courier. I don’t even know why LV is fighting you on this when their insurance would be covering the loss. Also, not sure UPS will disclose this but it will be helpful to know about the history of the driver

 

[mc79638]

1. dispute your CC transaction
2. If you have LV CA, pls reach out to him/her. It's much easier to resolve such issue when you have a CA. LV def has insurance.
3. File a complaint against UPS at your local police station.

I had similar experience. It was return to Fendi. Fendi was great at handling the issue and refunded the entire. I was so impressed with their customer service that I have been loyal to them since then!

 

[lallybelle]

The issue in this case seems to be that they received something back other than the bag you returned. This is different from a missing package or empty box. If you look at it from their point of view, they have no proof you did not send them what they received. NOW don't misunderstand me, I don't think you did anything wrong and it sucks they aren't being more helpful. I believe they should pressure UPS more and not throw up their hands leaving you screwed. Because if you look at it logically, why would you put something other than the item in the box and expect them to refund you for the actual item. It makes no sense.

Go for a chargeback if they refuse to help.

 

[xoxomint]

The issue in this case seems to be that they received something back other than the bag you returned. This is different from a missing package or empty box. If you look at it from their point of view, they have no proof you did not send them what they received. NOW don't misunderstand me, I don't think you did anything wrong and it sucks they aren't being more helpful. I believe they should pressure UPS more and not throw up their hands leaving you screwed. Because if you look at it logically, why would you put something other than the item in the box and expect them to refund you for the actual item. It makes no sense.

Go for a chargeback if they refuse to help.

Right?! Does LV honestly think I could cry wolf and expect to get a free bag from them this way? It's so dumb. And I understand that they have to suspect me too, I get that but to not even want to consider UPS after there is solid proof that the package was missing for seven days. To not want to open a 2nd investigation and basically say I'm at fault. That's really upsetting. I called the CA who helped me tracked the package the first time round, she was nice and she said because I disputed the charge with my cc already, it is now too late to escalate it to anyone at LV. It has to be dealt with by their dispute department and my cc now. I did call UPS today to open another investigation. My cc company said it doesn't matter if I did or not but I went ahead and did it anywayys. I just want to do everything I can to put pressure on LV. I might take MC79738 advice about the police report on UPS also.

 

[picabo]

Right?! Does LV honestly think I could cry wolf and expect to get a free bag from them this way? It's so dumb. And I understand that they have to suspect me too, I get that but to not even want to consider UPS after there is solid proof that the package was missing for seven days. To not want to open a 2nd investigation and basically say I'm at fault. That's really upsetting. I called the CA who helped me tracked the package the first time round, she was nice and she said because I disputed the charge with my cc already, it is now too late to escalate it to anyone at LV. It has to be dealt with by their dispute department and my cc now. I did call UPS today to open another investigation. My cc company said it doesn't matter if I did or not but I went ahead and did it anywayys. I just want to do everything I can to put pressure on LV. I might take MC79738 advice about the police report on UPS also.

I understand this sucks but also the reality is people DO pull these scams so I don't fault LV for drawing the line somewhere. Also and please don't take offense to this.... if you did not package it yourself and let UPS do it you are also liable as you did not see the content being shipped back. Unfortunately that is not their liability.

 

[LVlvoe_bug]

I understand this sucks but also the reality is people DO pull these scams so I don't fault LV for drawing the line somewhere. Also and please don't take offense to this.... if you did not package it yourself and let UPS do it you are also liable as you did not see the content being shipped back. Unfortunately that is not their liability.

I’m confused? I thought she did box it up herself. If UPS is packaging it wouldn’t she be right there to see it boxed up?