EpicSki › The Barking Bear Forums › On the Snow (Skiing Forums) › Ski Gear Discussion › Lost return shipment- who takes the loss?
New Posts  All Forums:Forum Nav:

Lost return shipment- who takes the loss?

post #1 of 21
Thread Starter 
I bought a new pair of skis about a month ago from a popular internet retailer with a good rep. The one ski was cambered and flat to the floor so the company I bought them from emailed me a return label and said to simply "affix the label and get the in DHL's hands". So a week later I took them to the local DHL dropoff which I discovered had moved. There happened to be a DHL driver parked at another store so I asked where the nearest dropoff was located. He said "I can take those for you" and I saw him put them in his DHL delivery truck. I hadn't heard anything for a while so got a tracking number and they are in the system as a return label issued but not scanned as arrived at the facility. It's been almost 2 weeks and nothing. The gear company says tough luck I need to make a claim with DHL but I don't know how I will do that since I didn't initiate the return delivery.

Anybody have suggestions on what to do? Hopefully they are floating around in their system and will show up at the company some time but it doesn't look good if they haven't been found yet. It's possible the delivery guy has a new pair of skis. Am I SOL?
post #2 of 21
Was the shipment insured? Did you get a receipt?
post #3 of 21
Since you did not place the skis properly in the hands of DHL, you suffer the risk of loss. It is between you and DHL.
post #4 of 21
I would try to call DHL. Do you have any proof of dropping the skis off besides a tracking number? It is not the ski shop's fault, nor should they be in anyway responsible for the lost item. Good luck; sounds like you got screwed. This may be off subject, but I have received a few things recently, including a pair of K2 PEs, that were damaged during shipment by DHL. I don't know if they are cheaper than UPS, but I wouldn't use them if I were shipping a product to a customer.
post #5 of 21
Definitely a problem of yours not the store. Giving something to a driver without having called DHL to arrange a pickup is risky. Worst case scenario is the driver ripped you off, more likely not however. This is not the way those companies operate.

Call DHL and insist on getting through to the dispatcher for the local office nearby. The people in the national 800 number office may be able to help, but if you can get through to the local office dispatch they may be able to help you.

Good luck!
post #6 of 21
You bear the risk. As others have said, it is between you and DHL. The store shares none of the risk or the blame. Schedule 3 hours off, call up DHL and don't stop talking until someone tells you where your skis are or makes amends.

Tip for next time: don't do that again.
post #7 of 21
Sounds to me like you are SOL. The driver would not have given you any paperwork (correct?), so you have only your word. Not enough likely to satisfy DHL or the company to which you are returning the skis. If you have paperwork or the driver's id, then you have info for resolution. Otherwise, you're right: the driver may have a new pair of skis.

Hope you can get this one sorted out. SMJ's advice sounds good to me. Good luck!
post #8 of 21
Quote:
Originally Posted by SkiMangoJazz View Post
Definitely a problem of yours not the store. Giving something to a driver without having called DHL to arrange a pickup is risky. Worst case scenario is the driver ripped you off, more likely not however. This is not the way those companies operate.

Call DHL and insist on getting through to the dispatcher for the local office nearby. The people in the national 800 number office may be able to help, but if you can get through to the local office dispatch they may be able to help you.

Good luck!
Well said. Time to be a real a-hole!
post #9 of 21
Thread Starter 
Thanks.

Yes I didn't realize until later that I had no proof. Stupid I know but I was in a rush to get my kid off of the school bus and the yellow van and uniform for some reason made me trust the guy when he offered to help me out. All I asked was where the drop off store was I didn't ask him to take my package....but he offered so I thought that was "official" enough since he was a DHL driver. Sort of like when the mailman offers to take your mail. You just trust them instead of thinking...no I better go to the post office.

I'll be giving them a call in a day or so when I have a few hours back to back to spare.

It looks like I'm going to have to do a stake out on this guys route and get his name and truck number!

By the I didn't expect the store to take the loss but if the package is insured (it is up to $100 but they might have more with their account) the company can get reimbursed by DHL. I didn't pay for shipping they did so it is insured with them not me.
post #10 of 21
Call DHL and tell them what happened and where you met the driver. They can probalby account for the location of every driver in there system but wihtout a receipt it's your word against his.
post #11 of 21
Your "drop-off" was not much different than the normal DHL drop-off process.

I recently returned a pair of skis to an internet vendor who sent me the wrong skis. they emailed a shipping label and instructed me to drop them off at a DHL drop off location, which I did. I asked for a receipt and they said DHL does not give them! This made me very nervous so I copied what appeared to be the tracking number off the shipping label and left. I emailed the vendor to notify me when the skis arrived. It took about 12 days but they finally got there. Contact DHL with your "tracking number" and see if they can find them. Good luck.
post #12 of 21
DHL has to pony up.
post #13 of 21
A while back I shipped a HD back to Dell via DHL. They came to me to pick it up, I scheduled a time. The driver came 3 hours early the first day, so then I had her meet me at work. On of the guys in our shipping department took care of it for me, IIRC there was never any receipt.

In my opinion, the first step is going to be find out who the driver was. Stop buy the place where you saw them originally, the store probably knows them by name, or you can try to catch them on their route.
post #14 of 21
I never even get a receipt when dropping packages off directly at a FedEx or UPS office with a pre-printed shipping label (created on their website). They take the package and I say thanks and walk out the door. I suppose one could ask them to scan the label before leaving, which puts the package into the system.

Did the DHL guy happen to scan that label while you were around?
post #15 of 21
Your beef is certainly with DHL, and I don't think there's any wrongdoing on you're part. Scheduling a pickup would've gotten you nothing but maybe convenience. They certainly don't give you a receipt or anything. To be sure, you can take it to a staffed drop off location and demand that it's scanned in while you watch. But really, if you can't trust the DHL man driving the DHL truck, can anything shipped be guaranteed?

That said, **** does get lost from time-to-time. Give them a call and I'm sure they'll help you out.
post #16 of 21
From your story DHL at least for now lost the package, so it is their error not yours or the stores. Pretty simple. Less simple is getting compensation. If they are entered into the system that is proof ebnough they were delivered to DHL. Weather dropped off with a truck, or any other facility is irrelavant to showing they had possession. It is difficult to image any difference from a truck at your house or a truck on the street corner. Either way the driver accepted the pick up and must have scanned your package and it was entered into their system. You have a tracking nymber that shows that. That is your proof.

The store should be more helpful since they initated the shipment. They are the shipper. I do not know about DHL since I use FedEX, however for possible comparisions at FedEx if the value is over $500 they must get a signature at delivery. While this seems irreleavant since there is no delivery claimed by DHL it is another barrier for them to show it is this is a operating procedure with them also. FedEx always has a value assigned by the shipper which would have been done by the store when they shipped. Find out what value they put it? I imagine DHL is the same. Insurance is automatic with FedEX for that value and calculated within the shipping cost. Hopefully the store was accurate and did not this off or you have a valid negligence claim as a carrier is not obligated to compensate beyond the declared valuation for which they charged.

The issue of the driver ripping you off should be as simple. If he scanned it into the system and their sytem is like FedEX or UPS they will know between which 2 moving points it 'fell of the trail'. That is what tracking is for. If it is sitting in some terminal with the label off a claim will most likely reunite it with it's destination. ( You did write the delivery address on the box as well?) If is simply cannot be locatred in the time alloted by policy for lost packages then it whoudl be paid off. Here is where I am confused by the stores reaction sime they really are the shipper and the charges were charged to their account is it apparently was a return prepaid delivery.

These things are pretty laid down as to "what to do" by the carriers as it is a big liability. You still may be able to actually make the claim, I am not sure, but the store needs to be contacted again and you need to speak to someone knowledgeable. DHL customer service should be able to round out the information you learn as well. The fact that the driver did not give you additonal paperwork to prove they took possesion of the package (what would that even be?) on a prepaid label shipment just means all that was done by the store already. Your key is the tracking number.
post #17 of 21
Because it just happened to me, here's another example of a lost shipment.

I ordered some poles from a shop about three weeks ago and they have not arrived. I was issued a tracking number at the time, but the number was invalid then and is still invalid now. After talking to customer service, I have been informed that the package was certainly shipped, but is currently unaccounted for. As a result, a "trace" has been initiated, and I should hear back in 1-4 days whether the package is found or not. If not, I will receive a refund from the shop.

At least with UPS, I believe any kind of action or inquiry needs to taken by the shipper. In either case, the shipper is the shop because they issued the return label. In other words, you might need their help in order to get anything rolling. Anyhow, DHL customer service is who to contact first.
post #18 of 21
Thread Starter 
Update - Finally found the skis. It turns out that DHL didn't scan them on drop off and the gear company didn't check them off as received but DHL dug up a sign off on delivery so I proof of delivery.

Now to deal with a warranty replacement. I should be all set with new skis by the end of the season! LOL
post #19 of 21
Excellent news!
post #20 of 21
Somehow I just didn't think that the driver had ripped you off!
post #21 of 21
Damage it.
Hide it.
Lose it.

Good luck. I was denied a warranty claim from Elan a few years back and had the skis sent back to me. A week or so later, I opened the box to deal with my bent-non-waranty skis and discovered that one ski had been snapped in half. In two places. Called Elan warranty to find out what happened with my claim and why they destroyed the non-bent ski, and he replied that the bent ski would have been warranteed but the broken one wouldn't. WTF?!? I didn't send a broken ski!

After a little sleuthing, discovered that the ski box probably broke open during shipping and a ski probably fell out and possibly got slammed in the door of the container. Then put back in the box and resealed and sent on its way. Thank you DHL. Then when I called them they wouldn't even talk to me about it! nope, it's not our problem.

FACK YOU DHL!
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Ski Gear Discussion
EpicSki › The Barking Bear Forums › On the Snow (Skiing Forums) › Ski Gear Discussion › Lost return shipment- who takes the loss?