mlana
Pearl Clutcher
Posts: 2,525 
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Post by mlana on Feb 23, 2020 2:30:13 GMT
My DH bought me 3 fancy tea packages from David’s Tea for Valentines. They didn’t arrive until Friday, which was fine.Unfortunately they were delivered in the rain and there was no effort made by the delivery person to ring my very loud doorbell. By the time DH called for me to look for the box, it was completely soaked thru.
The tea inside the boxes is fine, but the very pretty packages are ruined. The sachet chest, which looked like a tea chest, is still wet today. The other two boxes, made to hold tiny little tins of tea, tore as I opened them. They were so water logged the cardboard just fell apart.
So I wrote David’s and explained what had happened. They expressed sorrow that this had happened, suggested I notify the USPS and offered me a 30% off coupon for my next order.
I am really pissed! Nothing in the box had any plastic wrap on it to prevent water incursion. The delivery person made no effort to to wrap the box in plastic either. So my supposed to be treat is messed up and their helpful suggestion was I buy something else from them.
Fat chance of that!
So, how would you proceed from here?
Marcy
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snyder
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Posts: 4,493
Location: Colorado
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Post by snyder on Feb 23, 2020 2:45:39 GMT
I would reply back stating you were not satisfied with their offer and you want the order replaced of refunded or you will dispute the charge on your card. The post office is not going to do anything about it as I'm sure David's didn't insure it. The post office does nothing to help with messed up mail.
I had ordered Cheryl's Cookies before and the order said they would be delivered on Monday. While out of town that weekend, I got notification that they were delivered on Saturday in a snow storm. Ugg! My sister lives 30 miles from me and my mom elderly, didn't want her driving in snow, so called my nephew and he stopped by and put them in my milk box as he doesn't have a key to the house. They still were soppy, though the cookies were individually wrapped, they would have been okay, but did contact Cheryl's because they said they were to be delivered on Monday or I would have made sure someone was going to get them and put in my home. They immediately sent out a duplicate order and apologized and gave me a discount code for next order.
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Post by librarylady on Feb 23, 2020 2:49:42 GMT
I'd just suck it up. Perhaps a letter suggesting some type waterproof wrapping for packages in the future...but, I'm sure their attitude is "the tea is still usable." Disappointing, yes. Reason not to do return business, but I don't think much else will be done.
You might post on their FB page as well.
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Post by revirdsuba99 on Feb 23, 2020 3:31:06 GMT
Besides water, the packages go all kinds of place and yes, they could get little visitors also. For freshness I would think that they should be wrapped for protection too! Get tough, what do you have to lose?
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milocat
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Post by milocat on Feb 23, 2020 4:24:01 GMT
The tea is sealed in a tin or the tin foil pouch. Throw out the packaging and use the tea. I personally would be throwing out the packaging anyway so I certainly wouldn't want more added.
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mlana
Pearl Clutcher
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Post by mlana on Feb 23, 2020 4:28:15 GMT
The tea is sealed in a tin or the tin foil pouch. Throw out the packaging and use the tea. I personally would be throwing out the packaging anyway so I certainly wouldn't want more added. This isn’t that kind of packaging. It’s decorative boxes that hold the tins in presentation style. The stylish boxes were a big part of why my husband chose those items. He knew I would want to put them in my tea trolley so my guests could choose from the pretty packages. Marcy |
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Post by calgaryscrapper on Feb 23, 2020 4:33:27 GMT
Did he pay for it by credit card? Some credit cards will replace an item within three months if they get broken or stolen. Maybe they would replace your item. When we try to re-negotiate our phone contract we ask for “loyalty rewards”. Try calling David’s Tea and ask for Loyalty Rewards or quality control department.
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Deleted
Posts: 0
Aug 18, 2025 21:35:44 GMT
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Post by Deleted on Feb 23, 2020 4:38:38 GMT
I would expect them to replace the items. They chose the delivery company and they should be responsible if the delivery company fails to deliver their merchandise in good condition.
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Post by crazy4scraps on Feb 23, 2020 4:46:26 GMT
I agree that it is on the seller to make sure the items are properly packaged for shipping and also insured by the carrier (or self insured, which means the seller doesn’t pay for insurance but is willing to replace the item if it’s lost or damaged in transit). The buyer has zero recourse with the carrier no matter what because *the seller* is the one purchasing the insurance so the seller is the one who needs to make the claim in the event that something is damaged.
I would take photos of the wet and damaged items and post them on the seller’s Facebook page, with the complaint that this was how my Valentine surprise arrived and how disappointed I was to receive them this way. I would also tag the carrier, noting that the package was left outside in the pouring rain. At least this way they know you actually received the items and they were in fact damaged because they weren’t properly packaged, which is mostly on them but also on the carrier.
Then if it was delivered by the post office or UPS, I would contact the supervisor and complain about where the package was left especially if there was a better alternative. If it was UPS, if you use informed delivery (I think it’s called) they send you an email letting you know when packages are due to arrive along with giving you options of leaving special instructions, of changing the day something is scheduled to come, etc.
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Why
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Post by Why on Feb 23, 2020 5:01:28 GMT
What if you had ordered those to give as gifts to others. They would be unusable for that so why should you have to settle on YOUR gift?
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pancakes
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Post by pancakes on Feb 23, 2020 5:02:43 GMT
David’s Tea doesn’t owe you anything, but it would have been easy (and good customer service) for them to just replace it. Rarely is anything wrapped in plastic.
You would need to file a claim with the carrier for damages, which you can do regardless of whether or not it had insurance.
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Post by revirdsuba99 on Feb 23, 2020 5:03:33 GMT
If it was UPS, if you use informed delivery (I think it’s called) they send you an email letting you know when packages are due to arrive along with giving you options of leaving special instructions, of changing the day something is scheduled to come, etc. UPS does give you choices, but Informed Delivery is USPS and there are no choices that I know of at least not for my address. |
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Post by bunnyhug on Feb 23, 2020 5:06:42 GMT
Honestly, I don't really see how this is David's problem, and I think their discount offer was a nice gesture. (And I think the fact that they don't use plastic packaging is awesome!) If I were going to complain to someone, I'd complain to the delivery company.
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Post by scrapbookwriter on Feb 23, 2020 6:36:13 GMT
I absolutely think the company could have avoided this with proper packaging. As a comparison - If you ordered a ceramic vase and it arrived broken because it was sent uncushioned in a cardboard box, would you blame the sender or the delivery service? David’s should send a (properly packaged) replacement with profuse apologies.
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theshyone
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Posts: 3,458
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Post by theshyone on Feb 23, 2020 11:04:59 GMT
Davids prides themselves on reducing their carbon footprint, not needless wrapping in plastic.
I too agree it’s 100% on the delivery company.
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Post by epeanymous on Feb 23, 2020 11:57:51 GMT
I order almost everything online, and very little of it comes in plastic. I understand the disappointment, and agree that if I were customer service, I would have sent you new packages if you complained because it is not worth disappointing a customer, but I don’t think it is their fault that your package was left in the pouring rain, and I wouldn’t expect a company to send things in waterproof packaging.
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Post by quinlove on Feb 23, 2020 12:07:50 GMT
Packages being delivered in the rain is a huge worry for me. I do not have a covered space at my house and I order a lot online.
I’m quite surprised that they didn’t give you better cs. It’s not just you that they should be concerned about, but all of the others that will find out about it it. Like here. One disappointed customer in the age of social media can bring a lot of unwanted attention.
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Post by Spongemom Scrappants on Feb 23, 2020 12:59:21 GMT
I don't really advocate excess packing - we throw away enough of that as it is. That said, I do expect a product to come wrapped safely enough to reach me in the original condition. I'm surprised at the response from David's Tea. They seemed like the type of company who would 'make it right.'
The idea of reaching out to your credit card company is good. I've done that once or twice before with great success.
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Post by Basket1lady on Feb 23, 2020 13:11:20 GMT
I would have expected USPS to have wrapped the box in a large plastic bag. But I would also have expected David’s to replace the tea. I wonder if it’s out of stock now that the holiday is over? I have had that happen with Shari’s Berries.
I’d try again and I’d call. Explain that the products you ordered were ruined and unusable. You ordered a tea chest—I would expect that to be usable on your end.
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Post by crazy4scraps on Feb 23, 2020 14:45:43 GMT
David’s Tea doesn’t owe you anything, but it would have been easy (and good customer service) for them to just replace it. Rarely is anything wrapped in plastic. You would need to file a claim with the carrier for damages, which you can do regardless of whether or not it had insurance. This isn’t true. I used to ship dozens of packages every month for my business, mostly via USPS but also occasionally UPS and FedEx. The seller that is shipping the package is the carrier’s “customer” that is purchasing the insurance, and that is who must file the claim. If the end client receiving the package tries to file a damage or loss claim with the shipper, they will be told to go back to the seller to have them do it. If the seller shipping the package didn’t purchase any insurance on the package and they later try to make a claim for damage, they will be told too bad, so sad no matter how obvious it is that the package was damaged in transit. Sometimes insurance is included up to a certain amount (currently $50 on Priority Mail) with purchase, but beyond that it’s on the seller/shipper to purchase it from the carrier to cover the total value of the package. Some companies opt to not purchase the additional insurance and instead will just choose to replace the package at their own cost (self insure) because the cost to replace a few packages annually is less than the cost to insure every package leaving their business. I always insured all of the packages I shipped out. I’d say over the 15 years I was shipping 50-60 packages a month, I had less than 5 go missing or have damage. I had one package in all that time that I had to submit an insurance claim on, and I had to jump through a million hoops to do it including having my customer take photos of the outside of the damaged package, the damage to the items in the package, etc. and send all of that to me so I could submit the claim. All that was so that *I* could be reimbursed for the contents of my insured package, because I had already sent out a replacement order to make it right for my customer. The insurance protects the seller, not the consumer. |
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Post by crazy4scraps on Feb 23, 2020 14:54:15 GMT
I would have expected USPS to have wrapped the box in a large plastic bag. But I would also have expected David’s to replace the tea. I wonder if it’s out of stock now that the holiday is over? I have had that happen with Shari’s Berries. I’d try again and I’d call. Explain that the products you ordered were ruined and unusable. You ordered a tea chest—I would expect that to be usable on your end. I wouldn’t expect USPS to put my package inside a plastic bag. If the item couldn’t be safely delivered, they should have taken it back to the PO and left a delivery notice that the item could not be delivered and either sign the slip to have it left at your address the next day, or go pick it up yourself at the PO. We have had that happen more than once when we have received gifts of perishable fruit in the winter, where leaving it out on my MN porch would cause the fruit to freeze. The only time I get my mail in a bag is when it has been shredded by their equipment and they are basically giving me back the confetti pieces of my mail in a baggie. |
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Post by Basket1lady on Feb 23, 2020 15:09:30 GMT
I would have expected USPS to have wrapped the box in a large plastic bag. But I would also have expected David’s to replace the tea. I wonder if it’s out of stock now that the holiday is over? I have had that happen with Shari’s Berries. I’d try again and I’d call. Explain that the products you ordered were ruined and unusable. You ordered a tea chest—I would expect that to be usable on your end. I wouldn’t expect USPS to put my package inside a plastic bag. If the item couldn’t be safely delivered, they should have taken it back to the PO and left a delivery notice that the item could not be delivered and either sign the slip to have it left at your address the next day, or go pick it up yourself at the PO. We have had that happen more than once when we have received gifts of perishable fruit in the winter, where leaving it out on my MN porch would cause the fruit to freeze. The only time I get my mail in a bag is when it has been shredded by their equipment and they are basically giving me back the confetti pieces of my mail in a baggie. Interesting. Our last house in Virginia didn’t have a covered porch or front door. When it was raining, our mail carrier would leave our boxes in a huge plastic bag. We would reuse the bags for trash, so it wasn’t just going in the trash. |
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Post by elaine on Feb 23, 2020 15:19:41 GMT
I wouldn’t expect USPS to put my package inside a plastic bag. If the item couldn’t be safely delivered, they should have taken it back to the PO and left a delivery notice that the item could not be delivered and either sign the slip to have it left at your address the next day, or go pick it up yourself at the PO. We have had that happen more than once when we have received gifts of perishable fruit in the winter, where leaving it out on my MN porch would cause the fruit to freeze. The only time I get my mail in a bag is when it has been shredded by their equipment and they are basically giving me back the confetti pieces of my mail in a baggie. Interesting. Our last house in Virginia didn’t have a covered porch or front door. When it was raining, our mail carrier would leave our boxes in a huge plastic bag. We would reuse the bags for trash, so it wasn’t just going in the trash. Yes. I’m in Northern VA and USPS will put our packages in a large clear plastic bag on our porch if it is raining. It is hit-or-miss with UPS, however. |
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Post by crazy4scraps on Feb 23, 2020 15:55:02 GMT
I wouldn’t expect USPS to put my package inside a plastic bag. If the item couldn’t be safely delivered, they should have taken it back to the PO and left a delivery notice that the item could not be delivered and either sign the slip to have it left at your address the next day, or go pick it up yourself at the PO. We have had that happen more than once when we have received gifts of perishable fruit in the winter, where leaving it out on my MN porch would cause the fruit to freeze. The only time I get my mail in a bag is when it has been shredded by their equipment and they are basically giving me back the confetti pieces of my mail in a baggie. Interesting. Our last house in Virginia didn’t have a covered porch or front door. When it was raining, our mail carrier would leave our boxes in a huge plastic bag. We would reuse the bags for trash, so it wasn’t just going in the trash. That is interesting! I live where it rains, snows, sleets, etc. and I have never once received a package inside a plastic bag unless that’s what it was originally shipped in. |
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jimmysgirl
Shy Member
Posts: 42
Jun 15, 2015 4:32:58 GMT
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Post by jimmysgirl on Feb 23, 2020 16:07:51 GMT
I don't think you're going to be able to convince the company to add plastic to any of their packaging or shipping. They're very environmentally conscious, and they are going to use less plastic wherever they can, and not more. I think your issue is with the delivery service.
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freebird
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Post by freebird on Feb 23, 2020 16:16:02 GMT
If they don't want to wrap a FOOD ITEM in plastic to ensure that it will arrive without damage, then they need to make sure to buy insurance on their packages so they can make a claim. The pretty box is part of the package, not just the tea inside. So, Either it's insured and they can make a claim, or the item arrived damaged and they can replace it.
I'd let them know they can put a call tag out for it to pick it back up if they want to resell the tea to someone else.
I've actually had to do this before to a company (one I've used for over 10 years) and they actually did it. I know it HAD to go into the garbage when they got it back (it was a photograph), but they did it anyway. Probably to see that I was wrong... I wasn't.
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pancakes
Drama Llama
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Post by pancakes on Feb 23, 2020 16:49:24 GMT
David’s Tea doesn’t owe you anything, but it would have been easy (and good customer service) for them to just replace it. Rarely is anything wrapped in plastic. You would need to file a claim with the carrier for damages, which you can do regardless of whether or not it had insurance. This isn’t true. I used to ship dozens of packages every month for my business, mostly via USPS but also occasionally UPS and FedEx. The seller that is shipping the package is the carrier’s “customer” that is purchasing the insurance, and that is who must file the claim. If the end client receiving the package tries to file a damage or loss claim with the shipper, they will be told to go back to the seller to have them do it. If the seller shipping the package didn’t purchase any insurance on the package and they later try to make a claim for damage, they will be told too bad, so sad no matter how obvious it is that the package was damaged in transit. Sometimes insurance is included up to a certain amount (currently $50 on Priority Mail) with purchase, but beyond that it’s on the seller/shipper to purchase it from the carrier to cover the total value of the package. Some companies opt to not purchase the additional insurance and instead will just choose to replace the package at their own cost (self insure) because the cost to replace a few packages annually is less than the cost to insure every package leaving their business. I always insured all of the packages I shipped out. I’d say over the 15 years I was shipping 50-60 packages a month, I had less than 5 go missing or have damage. I had one package in all that time that I had to submit an insurance claim on, and I had to jump through a million hoops to do it including having my customer take photos of the outside of the damaged package, the damage to the items in the package, etc. and send all of that to me so I could submit the claim. All that was so that *I* could be reimbursed for the contents of my insured package, because I had already sent out a replacement order to make it right for my customer. The insurance protects the seller, not the consumer. As someone who buys and sells a lot with various vendors and customers, the recipient CAN file a damages claim. In fact, we just did with USPS. It was a slight pain in the ass due to how long it took for them to respond, but it was successful. |
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Post by crazy4scraps on Feb 23, 2020 18:09:48 GMT
As someone who buys and sells a lot with various vendors and customers, the recipient CAN file a damages claim. In fact, we just did with USPS. It was a slight pain in the ass due to how long it took for them to respond, but it was successful. The recipient can start the process, but this is what is says right on the UPS website as far as who gets paid in the end: |
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Post by Basket1lady on Feb 23, 2020 18:21:38 GMT
As someone who buys and sells a lot with various vendors and customers, the recipient CAN file a damages claim. In fact, we just did with USPS. It was a slight pain in the ass due to how long it took for them to respond, but it was successful. The recipient can start the process, but this is what is says right on the UPS website as far as who gets paid in the end: It was shipped USPS, not UPS, per the OP. I still maintain that David’s should replace the tea. It did not arrive in usable condition. I applaud the decision to use less plastic in their packaging, but this is a food shipment in the same truck as motor oil, dog food, perfumed soap... The supplier must know that some items will be damaged in transit. And as highly overpriced as David’s is, I would expect good customer service. |
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Post by elaine on Feb 23, 2020 18:21:45 GMT
As someone who buys and sells a lot with various vendors and customers, the recipient CAN file a damages claim. In fact, we just did with USPS. It was a slight pain in the ass due to how long it took for them to respond, but it was successful. The recipient can start the process, but this is what is says right on the UPS website as far as who gets paid in the end: The person you are responding to is talking about USPS not UPS. Two very different carriers. FWIW, the OPs tea was shipped via USPS, again, not UPS. I know that I sometimes mix the two up.  |
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