Awful experience with Loewe.com online boutique and UPS

[Johan]

After years of ordering garments online I've had my first awful experience with LOEWE.com online shop.
Here's what happened :
I've placed an order on october 28th for a coat (2500 €). Package has been sent the same day. Delivery courier is UPS. Nothing unusual.
Package is delivered a few days later to the caretaker of my building, just like always.
I get the package, open it and... no coat. Instead, I got a shitload of wrapping paper. A lot (so that the box feels heavy I'm guessing). I look closer at the box and I can see two different kind of duct tape have been used : a transparent one used by (I assume) Loewe warehouse, and a brown one which have been placed over the clear duct tape.
Anyway... I panick and I call Loewe customer service, send them pictures, etc. UPS come get the package back so they can investigate. The people at Loewe are all very nice and reassuring.

Finally I've got the following answer from Loewe customer service :

After investigation, we confirm that the Coat Shearling ref. 9966169 was shipped from our warehouse to the shipping address as specified and according to UPS tracking, delivered with no incident.

Indeed, UPS confirmed that the package was signed for and no notification was given regarding damaged or opened box at reception. As for any delivery upon signature, it is the responsibility of the recipient to check the parcel when delivered and notify the courier if there is any problem.


Therefore, we are truly sorry but we cannot accept your claim.

Now I know this is a very unusual case as it's almost impossible for me to prove the coat have been stolen during the delivery process. So in a way I understand Loewe's answer.
To me UPS is at fault. The result of their investigation is dishonest.
Very disappointed by all this... Was hopping for a different answer from Loewe to be honest.

 

[meso]

This is what credit cards are for.

 

[il_colonnello]

That sucks @Johan. I feel for you. Have had a handful of bad shipping experiences myself.

Assuming you paid with credit card, you don't stand a bad chance though. I have successfully filed a few claims for stolen parcels. It may be worth pointing out to all parties involved - your credit card provider, Loewe as well as UPS - that you didn't personally sign for the shipment, so by the time you took receipt of it, it was too late to check that it hadn't been tampered with.

It's too bad your claim exceeds 2k, otherwise you might have looked into the EU small claims procedure:

https://e-justice.europa.eu/content_small_claims-42-en.do