This may be the wrong place to post this, so please let me know what to do...I purchased some pottery in Florence, from a brick and mortar store. I told the proprieter (who spoke excellent English) that we wouldn't be home (California) for 3 more weeks. He recommended shipping by FedEx as they have insurance, etc. We paid 20 euros extra for the FedEx vs standard shipping, as the 13 year old next door was collecting our mail and newspapers, etc. and could pick up the package. When we arrived home 3 weeks later, there was an old FedEx note in our mail. The store had shipped our package the next day, (3 day international) with signature required(!) - even though we had made it clear that we wouldn't be home! FedEx had attempted delivery twice, then held the package for a week, then shipped it back to Italy. I emailed the store and asked why they had shipped it with "signature required" when they knew I wouldn't be there to receive it, and they said that all international FedEx shipments require a signature. When it finally arrived back at the store in Florence, they emailed me saying that I would have to pay 120 Euros for them to send it again! Do I have any recourse, here? Any suggestions? Dave
Posted by
Monterey County, CA (formerly Verbania Italy-Lago Maggiore)
1651 posts
If you used a credit card you could do several things. Depending on how badly you want the pottery, tell the store you no longer want and to credit the full amount of the purchase. At the same time, contest the charge, especially if you have in writing, maybe on your receipt that they were not to ship for three weeks. Next, double check the purchase protection coverage on your card. It's possible that if the store refuses to refund the purchase, you may have recourse with purchase protection coverage, or perhaps coverage might pay the 120 Euros. I was surprised that American Express covered an expensive pair of Revo sunglasses lost on a plane after Costa Rican security inspected the backpack before boarding a plane, and failed to zip back that pocket-and received full credit a few days later.
Posted by
OP
san francisco, CA, USA
55 posts
Wifey wants the pottery...
Posted by
Toledo, Ohio, US
11613 posts
I am shocked that a package from Italy arrived so soon. Good advice about contacting the vendor and your credit card company.
Posted by
Virginia, USA
5900 posts
I know this doesn't help for this time, but if you do this in the future, send the package to the address of a family member or friend who will be at home. I had a similar situation in Italy. I bought something, they told me that they would not ship it right away and I thought it would take weeks to arrive. It arrived while I was still overseas. Fortunately, I had shipped it to my mother's house. I believe it is true that you have to sign as there is a customs declaration that comes along with it. I've also had situations where I have had to pay a small customs fee.
Posted by
Northamptonshire, England
34242 posts
Its a shame the 13 year old didn't notice the Fedex card when s(he) was picking up the mail and didn't tell the parents who might have made a decision, at least to contact Fedex and ask them to hold the package until you returned. Seems to me that unless you specifically wrote down for the vendor not to ship for 3 weeks, that they can claim that they did what was required and sent it to you as requested. It certainly sounds like Fedex didn't do anything wrong. Probably if they had been contacted they might have been able to hang on to it. It seems to me that the store is unlikely to ship it again for free. I'd be inclined to pay for the shipping x2.
Posted by
TN, USA
2171 posts
Dave, I'm a little confused.
On one hand, it sounds like your issue w/ the store is that they shipped before 3 weeks (when you would be due home). But, then as I re-read your posting, you mentioned the 13-year old could pick up the package (which makes me think you were okay w/ the store sending it before you were due back). So, makes me think the issue is that someone had to sign for the package and the store did not tell you that in advance. Unfortunate, but I think the right thing to do is to just pay the extra shipping. Agree it would have been nice for the 13-year old to take the FedX notice to his parents to sign on your behalf and/or call FedX. But, if he did not notice the FedX notice on the door, he might not have noticed the package either..............and that's probably one of the reasons a store would want a signature of accepted delivery. Sorry this has happened. But, if you had signed something or had the store sign your receipt that they would not ship FedX UNTIL such and such date, then I think you would have recourse. Otherwise, it sounds like it's a situation of live and learn. That must be some wonderful pottery; enjoy it once it arrives, and someday you'll be able to laugh over the experience (or advise others of how to be careful shipping items home so as to avoid a similar experience).
Posted by
OP
san francisco, CA, USA
55 posts
Yes, the issue was the signature. The neighbor saw the FedEx tag on the door, but didn't know what to do with it. (It wasn't something I had prepared her for.) The mom doesn't speak a lot of English; I'm not sure she would have known what to do with it, either. But the kid dutifully picks up the mail, newspaper, and any packages and puts them inside, so I can't blame her. Yes, I do blame the shopkeeper for sending something he knew would require a signature when he also knew we wouldn't be home to receive it. I remember making that point clear - or what I thought was clear - but didn't put it in writing. So, yes, live and learn. I just heard from him. He says he can't be expected to pay the extra shipping. But I thought he would at least offer to split the fee. It looks like he has us over a barrel, here. I would say "Don't send good money after bad" but from my wife, it's "Send the good money after the original good money. I want that pottery!" :)