Package Lost

How to deal with a lost package?

Case Description

After purchasing goods online in the United States, the merchant dispatched the package, which then got lost during transit, and the buyer did not receive it.

Case 1: Shu uemura package lost

The victim (hereafter referred to as “I”) ordered two eyebrow pencils, a pressed powder, and a setting spray from the Shu Uemura official website. After the package was shipped, tracking information was available on the official website, but it only showed the delivery locations and indicated that it was handled by Pandion, a non-mainstream courier service.

I live in an apartment building in New York, where, in theory, all packages should be received by the doorman at the front desk and placed in the parcel locker. The residents are then notified with a pickup code to retrieve their packages from the locker in the building. However, an unexpected event occurred. On the day my package was delivered, the doorman, who was reportedly on his first day on the job, allowed the courier to go directly upstairs and leave the package at the door of my apartment unit without knocking or notifying me by phone or text. Although I received an email from Shu Uemura confirming the delivery of the package, I was still waiting for an email from the apartment about the pickup because it’s common for the courier service to mark packages as delivered while the doorman is still sorting through dozens of packages by apartment numbers. However, I received no notification from the apartment by the evening and had to check with the doorman, who frantically searched the control center to no avail. During the search, I suddenly found an email from the courier company containing a photo of my package with the door number. After viewing the photo, he collapsed into his chair, remained silent for a long time, and then stated that couriers should not deliver upstairs; all packages should be registered on the first floor, and handled and notified by the front desk staff.