Incorrectly Delivered Package / Stolen - Bing Lee Will Not Resend or Refund

Elijha on 25/03/2022 - 16:51
Last edited 25/03/2022 - 16:51

OK. So I think my only mistake here is admitting that a delivery was stolen from my doorstep rather then just pulling the 'I never got it' line.

Back history.
Yes I have had packages gone form my doorstep in the past - this was in 2018, but not since.Occasionally items are dropped and or left in my letterbox without issue. My front door is very street exposed and I do my best to avoid any other mail coming. I installed security cameras, and switched to having the vast majority of package delivery to Australia Post Parcel lockers - which are convenient and I love. Some places do not 'allow PO Boxes' for shipping and they detect or count the Parcel locker as that type of address. Where I work it is not allowed to have personal mail delivered.

If a signed package comes to my home when I am not their it usually goes to the Chemist/Post office near by (sometimes the main post office a bit away). I have the option in Aust Post app set to 'do not leave' and when I get a notice I certainly do not tick the 'leave in a safe place' option as there is not one to my mind.. if I can, I even do the redirection option from the app and choose my parcel locker for delivery. If after all this a package is door dropped I have a neighbour who I can ask to go grab it if they are home.

So I order some LED lights from Bing lee that were listed here recently.. I have a small project I was wanting to use them for and ordered 4. They shipped as one order but as two packages.

I received a delivery notice for one of these packages and another item on the same day, 20 min later I checked my security cams remotely and could not see anything .. wound back the video and watch them being pulled from my door. Since the time was so recent, I figured it was worth immediately reporting it .. perhaps they might find the culprits walking the streets. Police didn't seem to interested.. and would send me a link to give them the video a few days later and because the culprit face-masked they can not ID them .. but clothes / appearance was very clear and would have help a lot on the day - sigh. I mean I assume they are busy catching murders or something.

The next day the second item / box from Bing Lee was 'delivered' this time though they took it to the Chemist/PO and I collected this morning.. now I know what I received and was stolen. I spoke to the Aus post lady at pickup and she looked at the delivery and said 'oh the driver signed for you' and she could see it was not meant to have been left. She suggested I file a complaint with Aust post… but that won't result in compensation I believe (I'm a 'customer' but not the 'client' who paid for the service).

so here is my chat:

C97XXX XXX
INVOICE: INVXXX
Order Confirmation: SO6XXX
Date: 15/3/2022

This order shipped in 2 parts. Today I collected part 2 from the post office. Part one it seems was delivered - left at my house doorstep ( it should not have been) a few days ago. I did not get that first part of the delivery, I can confirm it was stolen. I have video proof and a Police Report ID: XXXXXX

The padded bag I collected today has 1 item in it of the 4 LED strips. So I am missing the other 3 strips. I am hoping you can resend the missing three.

Tessa joined the chat
Tessa
Hello! Welcome to Bing Lee, and thank you for visiting our site.
Please give me a moment to check for you.
Could you please attach the video in this chat?
avatar
hmm… I would .. but it is 400MB in size being a 3 min HD video.
Tessa
No worries I can provide an email address for you instead
avatar
well.. email will not take 400MB either …
Tessa
[email protected] - could you please include your order number and name?
avatar
one sec I'm seeing if I can dropbox share it
Tessa
Sure thing
avatar
if I email websales@ … I just need to repeat the information above right? ( I'm not missing anything here?)
video has 2 min left to upload.
Tessa
Yes that will be just fine
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https://www.dropbox.com/XXXXXdoorthief2.mp4?dl=0
see if that works.
Tessa
Thank you I'll try now
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I'm pretty sure the medium sized box is the Bing Lee one…
I tested on another device.. you should have been able to watch it without login OK.
Tessa
Yes I can see it now
Sorry for the delay in response
avatar
Thats Ok
Tessa
I'm also talking to a supervisor on how best to go from here for you
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It was meant to be a "sign for" package ( as were the others you see there) that I did not sign for. I also have a 'do not leave' instruction with Australia post .. yet this person left these items …. I'm putting in a complaint to Australia post.

The second part of your delivery came a day alter.. and the post took to to the nearest Po where I had to go collect today .. which s what should have happened with the first.
Aslo I'd note that your website would not let me put in a secure Parcel Locker address - it required a street address.
Tessa
I'm sorry to hear that
My supervisor has advised that unfortunately we are not able to replace the stolen items as theft is not covered
I'm so sorry for the inconvenience
It would be best to escalate to Auspost as they may be able to compensate as you did not choose for them to leave it at the door
avatar
They will not compensate me.

I did not ship the package.
The best I can hope for is they reprimand the delivery person so it does not reoccur.
Tessa
I'm really sorry that we aren't able to do more for you
avatar
YOU can approach Australia post for the item value as you shipped it and paid for the service. They FRAUDULENTLY SIGNED delivery in my name … this is not my fault
I could not address to a secure Australia Post Parcel locker - as your site requires a street address.

this should be fine for a signed for delivery. But this did not occur.

none of the above is in my control.
Tessa
I'm really sorry but I am unable to go to Auspost regarding this case as I have been advised it would be best to file a police report (which you have) and escalate to Auspost
Unfortunately I do have to close the chat now but feel free to come and chat again

““

So am I in the wrong here, is Bing Lee in the right? What else can I do here? Someone suggested Credit card chargeback - but I think I paid with PayPal. This was my first order with Bing Lee.

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Comments

  • boomramada on 25/03/2022 - 16:52

    Your story is almost related to this https://www.ozbargain.com.au/node/689873
    I think you can point it to them that since your delivery not able to send it to parcel locker, you should take some responsibility on losing my item at my doorstep?

    • Elijha on 25/03/2022 - 16:59
      +2

      Except, (at a glance) this is more about where fault lies and resupply and compensation. I have a lot of clarity around the 'event' but none about what 'should' happen when this occurs.

      I'd also note the other package that was taken was a board-game.. they immediately (as in within an hour I had a new tracking number) resent the items given the same information. An I should separately now say I highly rate Stonemaier Games (think Wingspan)- and buying directly from them might not always be the cheapest but the service (ask about a product details, availability, or even how to play) is good and now phenomenal with this incident. https://aus.stonemaiergames.com/

      • boomramada on 25/03/2022 - 17:07
        +1

        Ah another tip for next time is that you can user parcel locker address as follows. I do this for some shops if they deliver by AusPost.
        Parcel Locker ##### ### - 54 Vicars Street as a address.

  • AndyC1 on 25/03/2022 - 17:01
    +1

    If you paid by CC put in a dispute for non delivery of goods as they were stolen even though you had signature required.

    • Elijha on 25/03/2022 - 17:02

      PayPal. :/

      • Domingo on 25/03/2022 - 17:36
        +4

        PayPal provides some protections for buyers as well. You should consider reading up on and probably opening a dispute on the transaction with PayPal as Item Not Received.

        • Christown on 25/03/2022 - 18:19
          +3

          I would definitely be lodging a PayPal dispute.

          At the very least this should spur some further action from Bing Lee. And if they don't do anything, PayPal would also review all the evidence and see they aren't willing to assist you further with lodging an AusPost claim for compensation and may side with you, giving you a refund. Or they may not… But it's worth exploring this avenue if all else fails.

  • LuffyTuffyFluffy on 25/03/2022 - 17:01

    Bing Lee would have to open a case/claim with Austpost. Paypal is probably unlikely to take your side, because the merchant has fulfilled their responsibility in sending the item to you.

    • Elijha on 25/03/2022 - 17:02

      yes that was my expectation. Bing Lee would need to get compensation from Auspost. And knowing it was Austpost error - not mine. they would full-fill my order. Otherwse they are taking money from 'both ends'.

    • jjjaar on 26/03/2022 - 00:30

      The merchant also has a responsibility to make sure the shipping agents they use are fulfilling their duty. If AusPost signed for it without ATL, then Bing Lee are choosing shipping agents that aren’t suitable. Stolen or not, the item was left without ATL and BL in the least need to find out what’s gone wrong. AusPost will rarely deal with the recipient in these matters, only the sender.

      • LuffyTuffyFluffy on 26/03/2022 - 16:08

        The merchant has little to no control over the parcel once it's dispatched when using a third-party courier and can only rely upon the info provided in the tracking. From this point forward, it's the courier's obligation to meet the contract of delivery which the individual postie has failed to follow the correct protocol, thus the onerous is on Auspost to reprimand said individual and compensate the OP. However, Auspost (deliberate or not) has made this process difficult by requiring the sender to lodge a claim.

        It's not isolated to Bing Lee, since the pandemic and the introduction of contactless delivery, many couriers have left parcels in a 'safe place', signature or not so it's really roll of the dice who you get especially when most postie's are contractors (some doubling up as food & parcel delivery).

  • dazeller on 25/03/2022 - 17:05
    +4

    Try getting the Postal Industry Ombudsman involved.

    https://www.ombudsman.gov.au/How-we-can-help/postal-industry…

  • [Deactivated] on 25/03/2022 - 17:54
    +3

    Lodge a 'Delivery Issue' online with Aus Post so that you have their advice in writing & then escalate that to Bing Lee for their action.

  • Quantumcat on 25/03/2022 - 17:58

    I feel it is unlikely you'll be able to get it resent or a refund unless you can convince PayPal to take your side in a dispute. Once you get your money back from Bing Lee they will be forced to try to get it back from AusPost, but you won't care by then.

    If you want further help from OzB maybe post a draft of what you are going to write in your PayPal dispute and see if any of us can help you word it even better.

    It especially sucks that the one that was stolen had 3 in it instead of 1 😔

  • Chik5555 on 25/03/2022 - 21:30

    Definitely file a paypal dispute

  • Elijha on 30/03/2022 - 18:35

    Here is Australia Post's reply.

    We have investigated your issue with the delivery centre and the delivery staff concerned, and they have advised this item was delivered as addressed. In this instance, we could advise you to contact your sender and see what they can do or your local authorities if you think it could have been stolen.

    .. completely ignoring the issue I raised of it being left when a signature was required AND that I told them I had video evidence it WAS stolen.

    FYI. No further budging from Bing Lee.

  • Elijha on 08/04/2022 - 18:22

    So after I lodged a PayPal dispute I was refunded the missing items by Bing Lee ( couldn't resend due to lack of stock).

    Essentially I gave minimal information, only that I received a card for one and signed for that - but not the other where is it? This forced Bing Lee to open an AustPost case to enquire (which they would no do before), and they provided this case # while waiting for a response (Austpost seem to take 5-7 day to reply). I already had a case open for the shipment where I outlined why it should not have been left - I added this case number to my notes. Aust Post then closed my case stating that they were now dealing with the sender.. and in 24 hours they advised the sender it was 'lost in transit'.

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