Anyone else have issues with shipping/customer service?
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Bought a pair of the Sennheiser HD 6XX headphones that were supposed to be here Wednesday, and was really looking forward to them. I had been watching the shipping progress on FedEx and finally saw they were delivered Wednesday, only to walk outside and find nothing. After 4 attempts calling them I'm able to get ahold of FedEx support and they just outright tell me "we won't help you" and "only the shipper can open an investigation." So after contacting Drop I get the same canned email response 3 times that they won't even bother to contact FedEx to look into this for 3 days. They also told me to contact the Post Office for some reason? Not sure if they use one of those joint shipping arrangements, but FedEx said that it was their truck that delivered the package so I doubt USPS had anything to do with it. Anyways rant over, just wanted to ask if anyone else has had a similarly poor experience with dealing with FedEx/Drop's support teams? I had been planning on buying another pair of the HD 6XX and some DACs & headphone amps as Christmas gifts, but not sure I want to continue dealing with this if it's the norm.
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Acapella48
0
Oct 17, 2020
  1. Sounds like you really need to follow-up with FedEx. Did you actually receive a delivery notification from FedEx, if so, they should have a record of the delivery date, time and address based on the tracking number you were sent. Sometimes, a delivery service will re-route a shipment to USPS for delivery and vice versa but if you have a FedEx tracking number, FedEx should know where in transit the package is. As far as MD is concerned, their customer service should be more helpful but considering this virus, they may be understaffed. Did you follow these steps? 1. Go to drop.com/transactions.
  2. Find the order you want to track.
  3. Look under “Drop Status” for the status.
  4. After the order has shipped, click the tracking number located below "Drop Status” to visit the courier tracking website.

ilantzy
2
Oct 18, 2020
Yup I got a delivery notification from FedEx, and in the tracking info it actually says they put it on one of their own trucks and didn't hand it off to USPS. Both times I spoke with them (an agent reached out to me after the first time I spoke to them), they told me there's nothing they can tell me or help me with because I'm not the shipper. I don't understand what sense that makes given that they ask me for my address to begin with. If I know the address I clearly already have whatever personal info they do. Also, once a package leaves point A, if it doesn't arrive at point B why would you deal with the person at point A and not point B?
Acapella48
0
Oct 18, 2020
Strange. I ordered a pair too but the estimated shipping date isn't until October 30. On a different note, I received an FedEx email notification regarding a scheduled delivery a couple of days ago. The day the package was delivered, the FedEx driver rang the doorbell. He verified who I was and that was it - no signature required. I think there is some inconsistencies because the shipper required a signature. This is what FedEx says about their deliveries: "As a service standard, FedEx requires a signature on all deliveries. However, in some circumstances you can allow FedEx to leave your package without a signature.  Dependent on your delivery and shipment if you have a suitable secure location for the courier to leave your package safely, you may be able to provide a signed confirmation that authorizes FedEx to leave your package as long as FedEx believes it is safe to do so. If you have received a sorry we missed you card, this can be used to leave the authorization. Otherwise a signed note for the courier that they can take as evidence is also perfectly fine."  Please Note that a shipment is only left without a signature in FedEx' sole discretion. Notice the bold italicized text. Apparently, FedEx has an inconsistent policy for requiring a signature AND it's at their discretion. Can you say mixed messages? In any event, a tracking number should be able to determine if, when, and where a package was delivered. If the value of a package is a certain dollar value, the shipper should be requiring a signature as well. Which IMHO, the HD6XX's should qualify as requiring a signature. I've had packages with a value of less than $200 require a signature. Keep bugging MD. They should have a record of when your package was shipped. If they're unwilling to help track their delivery and you haven't received it, you shouldn't be on the hook to pay for it. If MD says it was shipped and a reasonable period of time has passed - say 10 business days from the ship date, I'd cancel. Alternatively, you could contact your CC issuer and tell them you want to dispute the charges due to non-receipt of merchandise. Keep 'em honest.
jaxtrauma
1184
Oct 16, 2020
Ouch. I hate it for you bud. Heard lots of shipping horror stories here, unfortunately. My advice would be to stay after MD until they rectify your situation. Good luck.
ilantzy
2
Oct 16, 2020
Yeah it seems like they're going to take care of it, but I won't know until I actually have the headphones on. 😅