Personal: Missing Fedex Package

I'm not about to lose $461. I just needed some place to document all of this for myself as I try to get my money back and figure out what's going on.

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On December 17, 2013 I placed an order for a Nikon SB-910 flash from EZCorp through Amazon. The order number is #116-2617700-3213817.

On December 23, 2013 a package arrived but it was the wrong item. I received a Nikon SB-900 flash, not a Nikon SB-910.

I immediately contacted the seller wanting to return the item and get a refund. I was given a Fedex Ground Email Label Login to print out a return label to attach to the package to be returned. The EZCorp team member's name was Darla Broome-DeLisser. She gave me a tracking number for the return label: 575798615007680
Login: AnnieHall
Password: TaifUy18Uu

On December 26, 2013 I printed out the return label from the Fedex website (which said the login would expire within 5 days) and dropped it off at an authorized Fedex drop off center – In and Out Center Plus. 15902A Halliburton Road, Hacienda Heights, CA 91745. The woman working at the drop off center seemed preoccupied on the phone and motioned for me to leave it in a corner marked “Fedex”.

On January 3, 2014: Having no record of the tracking number on Fedex's system, I emailed Darla and told her the situation and asked what steps I should take. I received no response.

On January 7, 2014: I went into In and Out Center Plus in person with my boyfriend Tyler and asked the people working there if they knew anything. They said they were not responsible for dropped off packages, and that Fedex comes every day at 4pm to pick up the packages left for them in their corner. Their tone was rude and unhelpful. Tyler noted that In and Out Center Plus had surveillance cameras.
That same day, I called Fedex and told them about my problem. They gave me a case number 0107147590.

On January 13, 2014: I filed a claim with Amazon and detailed the situation. They denied my claim on January 15, 2014, saying that the seller had no record of me returning the item and thus could not give me a refund. I continue calling Fedex about my case #0107147590 – no one has picked it up or nothing has been resolved.

On January 16, 2014: I called Fedex and talked to a man named Michael and asked if he could pull up some record or copy of my original Return label login. He said that was not possible because of the sheer volume of labels generated. 

I called In and Out Center Plus and asked if they had security cameras at their location and they said no. After some heated words, they continued denying responsibility for any packages dropped off. 

I spoke to Fedex Curtis via email and they were unable to help me because they had no record of the package ever being picked up / scanned into the system. Curtis suggested I talk directly to In and Out Center Plus.

I spoke online with Fedex Julie and they were unable to help me, though they confirmed that the Fedex station responsible for servicing the Hacienda Heights area is located at 200 Old Ranch Road, City of Industry, CA 91789 and that Fedex's authorized drop off locations are independently owned and thus having surveillance cameras are up their own management, not Fedex's.  

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Currently, there are two different scenarios I can see:
1. In and Out Center Plus misplaced/stole my package. Their rude/defensive shopowners don't help their case.
2. Fedex driver that was responsible for picking up the packages from In and Out Center Plus took the package for himself. In and Out Center Plus argues that without fail, a Fedex driver comes in at 4pm to pick up the packages.

Either way, the package was not scanned and thus never made it into Fedex's tracking system. Fedex is completely and utterly powerless without an existing tracking number.

-- UPDATE: Januay 17, 2014 --
Someone asked if I got the serial number for the wrong flash sent to me, and THANK GOODNESS I did. I was taking a photo of it when I first opened the box to show Tyler that I received a flash, and luckily it captured the serial number as well, though since I shot it with my iPhone it's kind of hard to tell:
226352B?


Darla from EZCorp emailed me and confirmed that the tracking number is correct, but it never made it into the Fedex system.

5 comments:

  1. It's a good point for peace of mind to never leave any package without getting some type of receipt - especially from a 3rd party dealer.

    Since In & Out Center Plus is the last confirmed place of your package, I'd report it to the police and tell them you saw security cameras in place. Law enforcement should get a more cooperative response from the company.

    Hopefully their camera's record data and can be reviewed for activities the day of your package drop off.

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    Replies
    1. Yup, I've learned my lesson and definitely not going to a third party dealer again!

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    2. Another thing you can do now is check Craigslist,ebay, and any other popular sell sites to see if something that matches what you lost comes up for sale in your area. If it does, you can arrange to meet to check it out as if to buy, but you'll be looking for a serial number match, which you can pass on to police.

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  2. Ahh, so sorry to hear about all the trouble you are going through with this. :( Hopefully something will turn out and you can get your refund back! xoxo

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  3. This makes me so mad ): I can't stand the postal system sometimes whether it be FedEx, USPS, or UPS. I lost $510 when I bought 2 baby carriers. USPS claimed they were delivered and left on my porch. Even though it was insured, they didn't cover it. They claimed to only be responsible for packages in their possession. So the carrier could have easily stolen my packages and logged them in as "delivered". Frustrating. I'm so sorry you're going through this.

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