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Missing watch - tampered with package from Trusted Dealer - Asking for advice please?

jollyroger

Getting To Know The Place
9/6/10
35
3
8
Hi Guys,

I ordered a watch from a TD recently and unfortunately upon delivery, now have a problem.

I have ordered before from this Dealer and others without incident, although this is the first time I have had a watch delivered to my new US address. The watch was paid for on a US credit card, total price just over $300

I approved the QC photos and tracked the package online, which was delivered to my secure mailbox yesterday via USPS (US Postal Service).

Upon collecting the package from the mailbox, I noticed before opening that the grey outer bag with the shipping label on it appeared to have been opened and resealed with Sellotape.

Concerned, I contacted the TD by email before going any further, sent them a photo of the package showing where it appeared tampered with and asked for their instructions and also offered to video my opening of the package if they needed me to. They told me to just go ahead and open the package, which I chose to video. There was a white polystyrene box inside, sealed all around by clear tape, which when opened contained bubble wrap, but sadly no watch.

Upon reporting this back to the TD and asking "what happens now". I am told "Issue now is that stolen packages are not covered by the courier, I can offer 50% and share the loss with you."

Looking at their terms I think this means I would have to pay another 50% of the missing watch cost plus shipping and they would then send a replacement. Bit concerned that if another is sent the same way in same package to the same address with the same Courier that the culprit could be looking out for another freebie.

Can anyone advise me if this is normal to have to pay 50% for a replacement or considered fair when using Trusted Dealers? I have ordered tens of watches previously with several TDs including this one and never has a problem before. I was under the impression TDs replaced any items not delivered ans seen that in action on this forum. Happy to disclose who the TD is but didn't think it fair to on my initial post here. I did inform the Td upon ordering that I am a RWI member.

Think I know the answer, but would I have any recourse with USPS? (Although note tracking shows only $100 insurance on this item) or my credit card provided? (which I would think best avoided due to nature of the product!)

I could not have refused delivery upon noting the tampered with package as, here in this part of US, any letter post is delivered to a communal box in the street covering 20 addresses for which you have your own key to your section and if there is a large package for you the key to the package locker part of the communal box is placed in your box so you can retrieve your parcel from there. The tracking just stated "delivered to mailbox".

I understand what we do here can only be backed up so far, but there must be some kind of honor or trust in place to keep the wheels moving?

Thanks so much for your time and any advice or help

Jollyroger
 

Procurator

Strawcruncher
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Interesting story. Who is the TD?
I was under the impression that customs seizure or theft was covered by the same TD policy, so really interested in how this gets resolved.
Seeing as you contacted TD and got a 50% offer you are not happy with, I would probably open a Support ticket with RWI and get the staff involved to see if more can be done.
Definitely do not issue a ticket with USPS, as you have zero chance of providing a valid legal claim.
 

tripdog

Super Moderator
Staff member
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9/7/12
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Can anyone advise me if this is normal to have to pay 50% for a replacement or considered fair when using Trusted Dealers? I have ordered tens of watches previously with several TDs including this one and never has a problem before. I was under the impression TDs replaced any items not delivered ans seen that in action on this forum.

Your issue is not with the TD, he played his part. Your issue is with the delivery service, in this case USPS. This happens more and more frequently, the contents of parcels stolen during shipment. Given the nature of the items inside it is impossible to deal with it by insuring contents.
You should have future parcels delivered to a different address, where USPS have to hand the parcel to you in person.

theft was covered by the same TD policy

I've never know any dealer to cover the costs of theft of parcel contents.

I would probably open a Support ticket with RWI and get the staff involved to see if more can be done.

There is nothing that can be done other than contacting USPS and raising a claim for stolen contents.
 

Dave2302

Self Confessed Eejit
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There is nothing that can be done other than contacting USPS and raising a claim for stolen contents.

.... AND bite the TD's hand off for his kind offer, also ask him to deliver to a safe address, i.e. Family / Friend ;)
 
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vagabundo94

Known Member
Supporter
Certified
29/8/24
107
182
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50% off on the purchase of a watch. Winning. The fact that somebody stole the first one sucks. At least it wasn't gen.
 
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Wingding1984

Forum Pervert
15/7/17
272
695
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Yeah, credit to the TD for being so decent. He deserves a mention if you're willing to name them,
 
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Kerbus

I'm Pretty Popular
16/3/06
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FL
I thought my issues with USPS were plenty, now I wouldn’t need this. My last watch came by fedex. I hope there will be no issue with that
 

jollyroger

Getting To Know The Place
9/6/10
35
3
8
Been chasing up the TD for two months since order now and feel getting fobbed off, still no update or advice about their promised "investigation"

Bit disappointing, especially as Ive ordered at least 3 watches from them previously - will send another email today
 

Feefo

CEO, Vaselume (TM) Corporation
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Been chasing up the TD for two months since order now and feel getting fobbed off, still no update or advice about their promised "investigation"

Bit disappointing, especially as Ive ordered at least 3 watches from them previously - will send another email today
Did you open an investigation with USPS? Did you read post #4?
 
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gdh1r

Known Member
Patron
Certified
28/12/18
143
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London
Sorry OP this happend but hats off to the TD to provide the 50% off. This is the power of having TDs in such an amazing platform. I know for a fact if I had ordered from a non TD which has happened in the past, they cover sweet FA, even if there are issues with the watch!
I hope your future purchases are smoother and you manage to get a new time piece so you can wear in good health!
 

mwp1971

Getting To Know The Place
26/5/24
73
45
18
Sorry OP this happend but hats off to the TD to provide the 50% off. This is the power of having TDs in such an amazing platform. I know for a fact if I had ordered from a non TD which has happened in the past, they cover sweet FA, even if there are issues with the watch!
I hope your future purchases are smoother and you manage to get a new time piece so you can wear in good health!
Damn I hate hearing things like this!!!! My first concern first, is always passing Customs. Seems I read a lot of theft occurs there.. or at least it does when you get the notice it was seized! Dealing with USPS is always a concern of mine because of the degenerate misfits our wonderful government hire!! I wish and hope USPS goes private. But ultimately the main issue happens to be piece of shit thieves!!! Sorry for your loss and I am glad to hear the TD will help you with half of the loss. I have told myself if I ever have custom issues or theft, such as yours, I am out of the game! I just purchased my third rep on Friday and I wont be good until I see the watch on my wrist. I know the risks and now you are a victim of one of those risks. I would raise holy hell with USPS!! If you can't tell, I am no fan of the post office! Best of lluck!