Christmas Gift Delivery Gone Missing - What to Do?

[Karen]

I have a customer who ordered a Christmas gift from my website and had it shipped direct to the recipient. The tracking information shows that it was delivered (left at the front door) on Dec. 22, however the recipient didn't see anything when she got home. (I'm afraid someone saw the delivery and took the package.)

The customer has contacted Fed Ex and they have made a claim, however the customer is now asking me what can be done. (Fed Ex is also sending the driver to the recipient's home to show her where they left the package.)

Any ideas? HO is closed until Monday, I'm just looking to see if there is anything else that we should be doing that she hasn't already done. Or any advise that I can give her. Should we be submitting a claim with HO when the open on Monday and will they resend the shipment and then follow up with Fed Ex?

TIA. Merry Christmas!

 

[BethCooks4U]

Definitely let HO know about it. They will also investigate and they'll resend it to the customer but it will have to be to a different address.

 

[chefcindyp]

Have her check with her neighbors. I had a similar issue last week...my hosts order was delivered next door. The husband found it, thought it was his wife's because she'd just attended a show, and took it inside. Although very nerve wracking while it was going on, it did end up okay. I sure hope that's the case for your customer!!! BTW--we also filed a complaint with FedEx to let them know their driver misdelivered the packages.

 

[otisbg]

The same thing happenend to my host. Due to work schedules we hadnt been able to touch base and since she is a repeat host, I trusted that she got it ok as shown delivered on the 15th. Imagine my chagrin when she sent an email to me yesterday, asking if there was a chance it would be delivered by Christmas. I called HO - they expedited it to me and it was delievered this morning - from Chicago to Cleveland. I plan to call HO on Monday and thank them personnally for a job over and above!!!!!! They will follow up with Fedex. As an aside - she doesn't live in the best neighborhood - but yet not a high crime area.
I love this company and all it does to support our business!!:sing:

 

[babywings76]

Also, have her check all the doors to her house, the side of the garage, etc. Sometimes the drivers put things in places you wouldn't think of. I've also had it where a neighbor down the street from the host got the delivery and luckily they called the host and brought it to them.