$800+ Worth of Gift Cards Lost in Mail. HELP!

LR081N on 05/01/2015 - 00:20

Hi everyone. Hope you can help.
I purchased Coles gift cards through my union using my credit card over the phone, as I often do, in December. They send them via express post although they rarely post them in the 'express post' yellow mailboxes. They didn't turn up so I contacted them a few days later. They told me they were showing as being at the depot. I waited a few more days and still nothing so I contacted the union again. They told me they're showing as delivered and they would have to lodge some sort of request with Australia Post to find out where they are, if I like! Uhhh… YES! The union also said that if Australia Post say it was delivered then there's basically not much they can do. The union don't record the numbers of the Coles cards either. I take that to mean that I could be out over $800!
I, perhaps stupidly, thought that there would be some insurance with express post, and that's why they were sending it that way. They didn't offer any other type of postage method. I'm waiting for Australia Post to contact my union and my union to then contact me. I don't think it's fair that I bare the cost, obviously! Am I wrong? What are my chances of getting a chargeback through my credit card? Anything else I can do? Any advice? Am I basically screwed? Thanks in advance for any help.

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Comments

  • what on 05/01/2015 - 00:28

    I hope this may be of assistance.

    … The sender of the item should lodge a missing or late item enquiry form.

    http://auspost.com.au/parcels-mail/missing-mail-items.html

    Good Luck

    • R081N on 05/01/2015 - 12:14

      My union have done that and I've done that also. It takes 10 days to complete and we're now waiting. Thanks.

  • Cheeper on 05/01/2015 - 00:29

    Have you contacted Coles? They may be able to block the use of the issued cards and reissue more for you?

    • what on 05/01/2015 - 00:47
      +3

      I don't think Coles can do anything for OP. I am aware the OP never received the cards but it seems that they cannot be cancelled.

      This is from the Coles Group and Myer Gift Cards - Common questions page:

      What should I do if my Gift Card is damaged, lost or stolen?
      Your Gift Card is just like cash, and you are responsible for the safe keeping of it at all times. If your card is lost or stolen, unfortunately we are unable to replace or refund it.
      If your card is damaged, please take it into a store and have it checked by one of our Customer Service team members. It is important that you read and understand the Gift Card Terms of Use.

    • R081N on 05/01/2015 - 12:18

      That seems correct.

    • R081N on 05/01/2015 - 12:21

      Numbers of the cards weren't recorded by my union and as is said above, I don't think Coles could do anything even if they were.

  • isthisreally_me on 05/01/2015 - 00:41

    If Australia Post can show it signed and delivered to your address you wont get a chargeback.
    Ideally paying insurance to cover item amount is worth peace of mind, but too late now.

    • Cheshire Cat on 05/01/2015 - 03:44

      Signature doesn't really mean much either. Brother recently had a phone go missing from a shipping company. They claimed it was delivered and signed for, even sent a copy to sony showing a fake signature. Brother was able to prove he had been at work all day so couldn't have signed and it obviously looked nothing like his signature either.

      So being signed for shouldn't automatically protect australia post. Mine always asks for id when I pick one up which I think is the best method. Prove that you live at this address when you go to pick up a parcel and prove your signature is real if it's delivered to your home.

    • R081N on 05/01/2015 - 12:23

      Express post just gets thrown into my mailbox (which is locked by the way) but no signature required.

  • morpheu on 05/01/2015 - 00:59
    +1

    Express Post Platinum would have covered you here, and for $800 i certainly would have used that, fyi, for this reason you don't ship items from ebay with standard EP, i've been told paypal won't accept EP in case of disputes, only signature on delivery which is registered post/eparcel or EP Platinum

  • anna10 on 05/01/2015 - 07:39
    +2

    When I buy WOW cards they are always sent rego post. It seems negligent that others don't do the same.

    • R081N on 05/01/2015 - 12:24
      -1

      That's what I'm thinking! And for that reason I don't think I should be responsible if they're lost.

    • cloudy on 06/05/2015 - 22:24

      This is the reason I buy the woolies one. Peace of mind. And now the egift cards, its so much more convenient.

  • brownbag on 05/01/2015 - 08:50
    +4

    I haven't bought Coles cards for a while, but when I did buy them through the Entertainment book they were always sent inactivated. So when you receive them you can activate them. Presumably this is a safety mechanism so that if the cards aren't used, you can get a refund. Your union shouldn't be sending you activated Coles cards - maybe they are partly responsible.

    • R081N on 05/01/2015 - 12:28

      Don't know why they don't do this if that's an option. Seems irresponsible to send that amount of money without insurance of some kind.

    • Mad Max on 05/01/2015 - 13:46
      -1

      You are right and it was a great system but now they do not have the coles cards anymore. Only woolworts wish cards. Others have the 5%discount on the coles ones but you have to pay for postage and they send them activated. But if you pay for insured postage it negates the savings of the 5% discount

  • [Deactivated] on 05/01/2015 - 11:57
    +1

    Shouldn't the union keep a sticker from the express post bag containing a bar code for tracking purposes?

    • R081N on 05/01/2015 - 12:32

      They did. Tracking says it was delivered. Australia post are now in the process of checking. I'm expecting them to say it was delivered, because that's what was already on the tracking.

  • X3 on 05/01/2015 - 12:19

    Is the OP in Sydney? Dodgy Austpost along with out of control Mailbox theft for the last few years makes it so difficult when things go wrong….

    Hope you get this sorted OP

    • R081N on 05/01/2015 - 12:33

      I'm in Melbourne. Thanks.

  • [Deactivated] on 05/01/2015 - 14:58
    +1

    Keep us updated on the outcome, please, OP.

    Can't offer any help but best of luck.

    Sounds like this whole 'signature on delivery' thing really isn't reliable at all (there have been previous threads about parcels/mail being marked as 'delivered' despite not being signed off by the true intended recipient). Dodgy.

    I've had mailmen deliver stuff and not ask for ID when I'm signing for it. They've even had family members sign off for me without me knowing, and similarly they don't ask for ID. The other day my mother answered the door to one of my parcels, I was still in bed but overheard it… dude didn't even ask for my mother's name; "just sign here please". What's with that?

    I mean it's fine if you live with family, but what about if you're sharehousing with a few people? Some housemates can be dodgy (we've all had that, no? lol)

    • R081N on 05/01/2015 - 17:39

      I'll keep everyone updated.

      With express post there is no signature required, so even when I've received the cards before they were just left in the mail box. It has tracking, but no signature required.

    • resubaehtgnolhcs on 05/01/2015 - 22:58

      Mailmen/couriers people never ask for ID to verify a signature - apparently a signature is all they need if they knock on the address door and someone answers. The problems with this is well documented in other forums (such as forged/fake signatures). You only get asked for ID if you actually have to go into a post office to pick up your parcel - and most times it is to confirm your name and address, rather than to verify a signature (which you probably wouldn't need to do if you're using picture ID such as your drivers license)

  • anna10 on 06/01/2015 - 07:42

    That reminds me, I had something delivered into my unlocked letter box a few days ago that had a big notice on it that I was to sign for it. I guess the postie was in a hurry as he didn't bother coming to ask me to sign.

  • R081N on 07/01/2015 - 13:50

    My union has contacted me. Apparently Australia post won't investigate when it says 'delivered' on their system. Union saying they are sorry but there's nothing they can do.
    I contacted consumer affairs Victoria. They're saying there's not much they can do because the union will be able to show that it was delivered and have therefore met their requirements.
    I was advised that I could make a claim through the Victorian civil and administration tribunal (VCAT). Looked on their website and it seems there would be a fee of about $160 to do this. I don't think I'm willing to pay more money when they may see it the same way.
    Looks like my last option is to try a chargeback through my credit card but I'm not feeling positive about the possible outcome.
    Does seem like I'm effectively screwed! Can't believe this! Nobody likes losing money but as an ozbargainer it feels like it hurts that bit more. :'(
    I'll update when I get more info.

    • what on 07/01/2015 - 19:43

      Sorry to hear that. You have probably already checked this, but could your union have accidentally sent it to the incorrect address.

  • anna10 on 07/01/2015 - 14:45

    I would ask them for a copy of the delivery advice showing the signature. Don't let it rest. The whole scheme is a complete fail.
    I think the sender is complicit in a dodgy delivery scheme for such a high value item. Is the sender STILL send these out and thereby absolving themselves of responsibility. Contact the managing director or whoever is in charge and nicely talk to them.

    Do you know any lawyers who would like to take on a test case?

    • R081N on 08/01/2015 - 11:15

      There's no signature required for express post. It has tracking (which shows it was delivered) but it just gets thrown into a mailbox. My mailbox is locked and no signs of tampering.

  • anna10 on 07/01/2015 - 20:43

    As I mentioned before, I had a rego'd letter delivered straight into my box and no signature sought. If yr postie did that, Aust Post do not have leg stand on and someone (postie?) forged the signature. Deadman to see the signature.

  • anna10 on 08/01/2015 - 11:25

    Ok forgot it was just express.

  • isthisreally_me on 10/01/2015 - 15:56

    What will your union do if you do if you try a chargeback though, claim fees for this?

    • R081N on 11/01/2015 - 07:45

      Are they able to claim fees!? I'm not aware of that.

  • anna10 on 10/01/2015 - 19:15

    Not sure if you mentioned it, but did the Union keep a record, photocopy - anything of the cards?

    • R081N on 11/01/2015 - 07:46

      No, they kept no record of the cards.

  • anna10 on 11/01/2015 - 13:00

    Well, I agree , I would try a charge back.

  • Coops1 on 11/01/2015 - 22:54

    Ridiculous situation, that's like sending $800 cash through the post. They should have sent them registered with signature, or inactivated. Now the entertainment book option is gone, I pay for and pick up my gift cards from the union office. I would be pushing the issue directly with the union…!

  • R081N on 05/05/2015 - 08:59
    +4

    Ok, after all this time I think it's finally done! I completed a chargeback because it was clear my union were not cooperative. Bank saw it my way, returned my money and informed me that the union has 60 days to dispute it. 60+ days have now passed and I haven't heard anything so I finally think it's over! What an ordeal! Glad it's over.

    • [Deactivated] on 05/05/2015 - 12:45

      +1 for updating us. Glad you got your money back - would've been an awful amount to lose.

  • DEvok on 05/05/2015 - 10:19

    That's why it is better to use PayPal now days, the buyer always wins pretty much, but I hope op gets his cards or a refund, $800 is just to much money to get lost, very unethical.

    • R081N on 05/05/2015 - 11:32

      Yep, I got my money back. Took a long time to make sure it wasn't being disputed but it's finally over. A long time considering I bought the cards in December!

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