#general-chat
Thread
Is this common? My GF reached out to a brand about a missing package and they told her she needs to submit a claim with the carrier. Curious how many brands are doing this when customers reach out about stolen, lost in transit or damaged packages. My policy has always been to replace an order no questions asked.
That's a shitty policy. I've not seen many brands do that.
Either replace the order or share store credit.
What would you do instead @Deb Mukherjee <@U084H5R75TM>?
We get this from time to time and don't have a great way of dealing with it either.
Fedex & UPS have now photo delivery of package so it rarely happens for us, when it does we replace
Probably common with brands who have terrible CS. When shopping or using services for my business - I'm of the mindset, things go wrong and that can't be helped. But if they don't go above and beyond in 2025 there are countless replacements and I'll take my business elsewhere.
An unhappy customer will tell 10 people, a happy customer will only tell 3.
In the UK we have strict responsibility on the online seller to get the item to the buyer.
<@U08KSCGLKUY> What's a customer's typical reaction to being told to file with the carrier?