Vans is a **** purchase made 24 Dec 2024

From me 1

Good Day

The tracking on https://www.track718.com it indicate delivered, however no delivery was concluded. I request intervention to investigate as to who was the delivery partner used and the contact details of the person who delivered the parcel, including the person who received the parcel. I have waited 30 days for the parcel.

Your prompt response is highly appreciated.

Response 1 (from Vans) Dear Customer,

Thank you for contacting us.

The address to which we shipped your order was based on the address listed in your payment details. We have checked with our logistics provider and your parcel has been delivered. You can ask your neighbours if they have seen it.

If you cannot find it, please contact us and we will resolve the issue for you.

We apologise for any inconvenience caused.

Best Regards Customer Service Team

Response 2 (from Me)

I requested that i get the details of the person who received the parcel. Neighbours confirmed none received a parcel. This is inconveniencing i expected that i would be called when parcel was ready prior to delivery. The number is provided below The delivery address.

Can this matter be handled as quick as possible.

Response 2 (from Vans)

Hello, I am processing your order in the background, please be patient.

Response 3 (from Vans)

Dear Customer,

We are sorry that this has happened and after checking with the courier company we can confirm that your order has been successfully delivered. If you still cannot find your parcel, it is likely that your parcel has been lost. We are very sorry about this. We are willing to arrange a refund of 50% of your order amount as compensation.

The address to which we send your order is based on the address in your payment details. If your order cannot be delivered, it may be because the address in your payment details is different from your actual address, or the address you entered is not detailed enough.

Or you could go to the mailbox on your doorstep and see if your parcel is there? Or ask your neighbours if they have seen your parcel?

If the above reasons are ruled out, it is likely that your parcel was ****** from your doorstep. We are very sorry about this.

The logistics search website I sent you is a globally recognised website. You can see from the logistics information provided on this site that your order was successfully delivered. You are now reporting that the parcel has been lost and you are asking for compensation, but we cannot claim compensation from the courier company for the successfully delivered package. We can only offer you a partial refund at this time, although it is not our responsibility and we have incurred significant losses as a result.

Please understand that we have suffered significant losses.

Please let us know what you think.

Yours sincerely. Customer Service Centre

Response 3 (From me) Good Day

I would like 100% refund as it is clear in your email that no package was delivered. I would also like the below questions to be answered. I await your response. Response 4 (from Vans)

Dear Customer

Thank you for your patience and understanding in this matter.

Refunds are app**** on the backend system and are processed automatically by the system. Therefore, we can only refund to your original payment card.

Please confirm that you accept a 50% refund of your order?

Once we have received your confirmation, we will refund your original payment card as soon as possible.

Best regards Customer Service Team

Response 5 (From Vans)

Dear Customer,

We apologize for not meeting your expectations.

We have negotiated this issue with the logistics company. The logistics company insists that they have delivered the package according to the customer's delivery address. We are very sorry for the feedback from the logistics company that the parcel was left in the mailbox or at the door without proof of signature.

As your order was sent by the Self-operated team (private courier company), the logistics information shows that your order was successfully delivered. You are now reporting that you did not receive the package, but we cannot claim compensation from the courier company for the successfully delivered package.

In order to resolve this issue quickly, we will refund 60% of the total order amount to your original payment account as compensation.

Please confirm that you will accept a 60% refund as compensation?

We look forward to hearing from you and apologize for any inconvenience caused.

Best regards Customer Service Team

Response 4 (From Me)

Vans is a ****, from the above interaction it shows that the items were never delivered and as such they are attempting to make it my responsibility. I have asked for the courier used to deliver and they cannot provide such information. However, in all their responses they do not show any interest in ensuring that as a customer I am certisfied. I should have read previous reviews before purchasing from them.