TW, Lost Package

[jlan]

Hi,

I had an order placed last week that was scheduled to be delivered last Friday, but it looks like UPS lost the package. The delivery status says it's been delivered to my address, but I was home the entire day and no one ever rang or knocked the door. I live in a court, so it's extremely easy to tell when a delivery truck is nearby. I even went around to my neighbors' houses later that day to ask them if they got a package by mistake, nothing.

I called UPS and they told me to call TW to have a tracker placed on it. So, I called TW and they said they would have it tracked and told me to wait for UPS to notify me on the status.

Today, I spoke with a UPS claims rep and they still don't know what happened to the package. I've ordered from TW many times and this is the first time this has happened. I know it isn't TW's fault the package got lost, but what do I do in this situation now? It wasn't an expensive order (thank God), so I'm not too angry over it.

Here is my order # 3706203

Thanks for any help, TW

 

[TW CSR]

I went ahead and got the UPS claim started for this package, expect a call from UPS soon regarding this issue. In the mean time please give us a call and we'll be happy to send a replacement, I would just like to confirm via phone before shipping this package again. Our phone number is 1-800-883-6647. Jesse/TW

 

[jlan]

I went ahead and got the UPS claim started for this package, expect a call from UPS soon regarding this issue. In the mean time please give us a call and we'll be happy to send a replacement, I would just like to confirm via phone before shipping this package again. Our phone number is 1-800-883-6647. Jesse/TW

Thanks so much for your help, Jesse. I received a call from UPS earlier this morning about this issue and they said they would "search" for the package, which I'm not really optimistic about. I will call TW again tomorrow. Thanks again

 

[jlan]

Update: I called TW on the 24th and the rep I talked to told me it would take around 7 business days before a replacement "could" be issued. I also talked to UPS again and they still have no clue what happened to the package and are still "searching" for it.

I also have a question about my order. One of the items was for a set of Luxilon BB ALU Rough when it was on sale, but it's not on sale anymore. If a replacement is issued, will I have to pay the difference as well as shipping costs again? Thanks TW.

EDIT: Also noticed that another item in my order, TW Private Label leather grip 25mm x 1300mm x 1.3mm, is not in stock anymore

 

[TW CSR]

Jlan,

Give me a call whenever possible and I'll see what I can do to expedite the replacement process. The UPS investigation process usually does take from 2-8 days but I may be able to work something out for you. Our phone number is 1-800-883-6647, I work from 7:30-4:30 M-F. Jesse/TW

 

[jlan]

UPDATE: Thanks so much again for your help, Jesse. I didn't get a confirmation email today for the replacement order, but hopefully it was processed *fingers crossed*.

 

[jlan]

UPDATE: Just got off the phone with both UPS and TW.

UPS closed my lost package claim this morning since they still think that the package was delivered when I know for a complete fact that absolutely no delivery attempt was ever made. The entire claims process was a joke as well since they never contacted the actual driver that was supposed to deliver the package that day.

On the other hand, TW has been incredibly helpful. They've let me place a replacement order for all the items in the lost package at no additional charges or anything. I can't thank you guys enough. Big shout out to Jesse as he really helped me out a lot through this.

 

[lilxjohnyy]

Wow like always, Tenniswarehouse service is GREAT!

 

[steve728]

I agree! That's impressive service! Thanks for posting your experience, jlan. It's reassuring for us other customers of TW.

 

[jlan]

Wow like always, Tenniswarehouse service is GREAT!

I agree! That's impressive service! Thanks for posting your experience, jlan. It's reassuring for us other customers of TW.

Yup, can't beat TW's customer service!

Just a final note: I received my replacement order and am very thankful to the folks at TW. This is the first time I've ever had to deal with a lost package and TW was extremely helpful throughout the entire ordeal, even though it wasn't their fault. Thanks again!

 

[volleynets]

Glad to hear it turned out well in the end. I have had an $80 package (not tennis gear) lost that I paid an extra $4 to get insurance. They wouldn't give me the money back because they showed it as delivered. I was home all day. And I got the mail that day. My mailman said he did not deliver my package at 7 AM (lol) like the tracking said because he delivers around 3 PM. Clearly someone at the post office scanned it and who knows whether they took it or did what.