The Package was STOLEN?!

[@fredysrincon2676]

I work for a hobby shop doing online sales ,the shipping company we use needs to deliver and handed the products to a person , if no one is home , they try a next day with a notificación that they tried to deliver , if delivery is not succesful at the second try, the package is sent back

[@hellsHeRo-r4i2y]

This is how I ran my t-shirt one back when I rode BMx alot this was is standard protocol In my books .but ultimately once delivered it's customers issue .

[@notfromamerica1617]

Pat, you went above and beyond what was needed. Ultimately, it is the customers responsibility to ensure that the delivery location is secure. This is why I leave instructions not to door drop my packages as I have lobby looters in my area.

[@Xeggr]

I think if shipping companies are taking pictures of packages being dropped off, they should be hiding them out of sight.

[@JohnRazic]

Opinion: It was generous of you to reship; however, once delivered and package is on customer property it is customer responsibility. Next time, add shipping option for Signature required or have customer request pickup for that tracking number.

[@gregkun1]

For Privet warehousing, to throw a suggestion out there. Once the kits are all together wrap them in plastic wrap around 4 times in the vertical and horizontal planes with the named order label just under the first layer of wrap just enough to read it. That way all the boxes are protected, won't shift around, and you can Identify which PW, and what is open stock. It may be a few extra steps but it helps with the organizing at a glance.

[@rickywhyte7601]

Unfortunately there is nothing the customer can do if it was indeed stolen. They can set up cameras to maybe find out what really went on. You shouldn’t be sending out free stock, you would go out of business if it happens a lot.

[@CanadianGundam]

Luckily this is super rare to the point where I can’t remember this ever happening to us before. We always try to make everyone happy and because this situation is so rare we took the initiative to do this. But you’re right, if this happened more often, we’d be out of business in no time.

[@scbs9662]

It is the property owners responsibility to ensure they are available to get the kit off of the porch. Otherwise you go out of business.

[@EE-fw9ms]

I would say You my friend is generous and did a NICE thing but I won't say it's the right one, You did your part on selling and shipping the Items, I wish that maybe in the future nobody will take advantage of your kind work. Wish you the best! Best gunpla store ever!

[@void0021]

When the customer receives their tracking number, they can provide instructions to the shipping company. They can give detailed instructions on where leave the package. Some shipping companies do allow the package to be redirected to a pickup location at a local store or postal office. So customer could have done something on their end. But at the same time, the postal worker should leave the package in a place where someone cannot easily see it.

[@CanadianGundam]

I just answered a bunch of comments before yours and you are spot on.

[@toonami99]

Ive told amazon to leave my package at lease office and some times they dont follow the instructions. I hate ordering from them because Ive had 2 packages stolen when they leave my package by the door.

[@cthulhucalls1234]

This is why I always specify to place the package at the top of the stairs inside the apartment building. Otherwise they just leave it outside for anyone to take.

[@PrimalShadow506]

Happy to see y’all back and making videos, when’s the next restock and super happy the website is back up and running I was trying to buy some kits last few weeks and there was an issue that only money transfers were being accepted.

[@randomstuff7791]

i would not have done what you did. if theft is an issue, the buyer should ask for the package to be shipped with signature confirmation and maybe also insure the package.

[@victorg7036]

Nice to see another video. Any chance of any versions of the MG Ball kits coming in? Also, with most delivery companies, as soon as the package is placed at the door and the delivery notification is sent, it is no longer their responsibility. Some stores will replace a stolen package, but they are not obligated to. It was not your fault that the customer was not home to pick it up. P.S. I've had multiple packages stolen, one literally as the courier dropped it at my door. That is why a lot of times I choose pick up at Shoppers if it's with Canada Post.

[@Mikebtheawsome]

once you ship the items its no longer your responsibility, some areas in Canada have large community mail boxes used for items when the customer doesn't answer the door, they send you a code and you use the code to open the lock and get your package (at least they have it in my area). if they had them then it would be the shipping companies fault but if they dont have them then the fault is the customers it is there responsibility to either make sure they are there when the package arrives (or someone they can trust is), or report it to the police if its stolen (though I doubt anything will be done with something not over like $500). Anyways if the package was legitimately stolen and you deciding to send out the order again would have probably earned you a customer for life though so its not a bad option either

[@Mattynessness]

You can offer insurance for packages especially for high value packages like private warehouse. The insurance will be with the shipping company.

[@Sirmoshi1]

You did the right thing to keep a customer but i feel like it is kinda the home owners responsibility to make sure it is retrieve before anyone is able to steal it ! They could try a homeowners claim maybe but idk i feel like since that happened they should only do signature required shipping from now on

[@Dstinct]

In Canada, it is the responsibility of the business to ensure proper delivery of a package. The business should have provided you with a reasonable notice of delivery so you have an opportunity to receive the package - this could be a shipping notification and estimated delivery time. It’s up to the business to decide how they demonstrate that the item was actually delivered to the correct location. If the business can prove that they did everything they were supposed to and you’re concerned about theft, you can report the issue to your local police. If the business cannot prove they delivered the goods to your home in the ways outlined above and you still don’t have your package, you can follow the steps below to cancel your order and receive a refund. Assuming that you will be there to receive a package, a Canadian should never buy shipping insurance. That is the responsibility of the Seller. If the product arrives damaged to the buyer, they can refuse delivery due to damage and it is not their financial responsibility. The decision the buyer has to make when seeing a damaged shipping box is whether to open it or not. As soon as you open it, you can be in trouble unless you document it. I video record damage box openings for that reason.

[@furiousoyster2166]

This is about the only comment I've read that's made sense. Some of the others have just been wild

[@Drout]

The customer is responsible of what happens to the package, so next time they should have some place from where needs to b to drop and secure. I admire that you went above and beyond and send him/her a new package, but you should also be careful that this is not a scam that they're trying to pull off from you. You should notify any future customers about different methods of shipping for them to choose and how they want their package been delivered.

[@scalemodelereric]

That's why I registered to Flex Delivery from Canada Post. It's a free service. You have a delivery address to your nearest Canada Post counter, and you have 15 to pick up your package. That's a lot safer, and you won't get your package stolen by scumbags.

[@crekcurt]

While I don't think that what you did was unreasonable, I do think it was awesome and way above the call of customer satisfaction. I would think that if the shipper and shipping company followed and completed their part of the agreement, then it would be on the receiver to make sure they have a secure location for delivery.

[@Exaris79]

It's why something big&expensive to get it delivered to the local Canada Post office like inside Shoppers Drugmart if it won't fit inside the community mail box. So Canada's fairly safe to leave your package just outside the door but obviously it's different in the US as there's youtube videos that had Amazon delivery&took a photo and even as the Amazon delivery driver was just leaving, there's a couple of porch pirates jumping the fence and fighting over the delivered items.

[@Elratauru]

This seems to be an issue only in the US and in Canada from what I'm seeing... I live in Uruguay (yes, that small country between Argentina and Brasil's South, in South America) and any decent shipping company will always requires you to sign or to hand-deliver you the package. If no one is home, they will re-attempt delivery later, or in the worst case you can go and pick it up at a near postal office. I really can't understand how a shipping company (which should be deliverying the package to you and it's one of it's responsibilities) can drop-ship a package without a care in the world. It should always be signed, either by direct or indirect signature, with a proof of who received it. Tbh, my recommendation is to look if there are better shipping options you can support and then if so, offer them, and warn users that you are not responsible in case they use the most "cheap" one (which would be this one the user got a package stolen).

[@AmuroRay-vx1gq]

Finally 🎉your back welcome back and thank you for good video

[@joshuat9179]

Maybe you can ship to post offices if a customer is not sure theyll be home.

[@GimmeOo-mox]

Porch Piracy is a mf'r. I like your business ethics bro. I'd have resent the package too but be aware of people who constantly lose packages and people who just want free stuff. The package arrived at its destination, you're no longer liable but the fact that you resent it anyways is a boss move imo. Can you insure your shipments from theft and or damage? That'd save you in the long run. God bless. P.S. Runkle of the Bailey likes Gundam too, he's located in BC.

[@waynemckay4594]

Can you give a shout out to Zander Age 10, Kingston. He has become a fan of building models with Myself(dad) over the last couple of year! He has a few Gundam Models built(Ordered from you) and when the the dollarma had the Guild we drove around and collected them. He like to watch your restock videos because he get to see what to ask for next!

[@PenneyDaNewf]

Most credit cards have purchase protection where you can report theft or damage within 90 days and you can claim it that way. I think it should fall back on the customer for not having it shipped to a safe spot knowing the shipping company will leave it if no one is home. If they have that purchase protection, great, fall back on that. If there was no proof of delivery, I think it should go back to the shipping company. Most larger retailers will take care of it for you and battle in the background with shipping companies, but that can be harder for small businesses.

[@TotalRandomReviews]

Not your responsibility at all, anything you do after that is from the kindness of your heart and nothing else. So good on you for helping someone out but if you had not helped out I would not have held it against you because you fulfilled your end of the process and so did the shipping company.

[@TheRioJesus]

customer’s fault, should’ve selected a delivery option that accommodated their absence

[@CanadianGundam]

You’re probably right but this was this customers first encounter with a stolen package. From now on, the package will be delivered to their backyard deck to prevent any future theft. I highly encourage everyone to have a safe drop location for their packages.

[@HugoSanchez-cm9hv]

If package was stolen that's not on the seller, its like going to the store and then getting mugged when you get home then going back to the store and request they make you full. You can request signature at delivery, its much cheaper than replacing the order and covering the shipping cost.

[@darkclawgreatonenas]

porch pirates are a problem in a lot of places, and a lot of them are getting more and more brazen about it as the years go by...frankly, its the thief that is ultimately responsible for the situation. honestly, you did what you could, and i respect that...

[@drone-tario9693]

If you don't want your package stolen, please select the option for a "signature required " I work for UPS and we can't release the package otherwise

[@gregkun1]

If you have speakers in them, iPads turn the volume to max, shout out Siri's name really loud, and ask "Where are you?" or "Make noise I can't find you."

[@sheila3845]

I have had packages missing and I ended up with nothing I had to reorder and repay Then I was speaking to a neighbor 5 months later and they said the wind blew it off the porch and someone picked it up from the sidewalk Nice of them to tell me right away

[@majinoni5]

it's the customer,. shipping company dropped it off and has proof. you shipped the box. now what you can do is add the option for signature required. that way it won't be left behind. while you made the customer happy you opened the door for oh i lost my package x 20 give me more kits

[@Kritfayle]

If its a problem the customer might have to pick up their parcels from the post office or Courier office. Insurance might need to done on shipping. But the companies won't want to if it is a ongoing problem. Sucks for everyone really. Except the scumbag who steals stuff unless they get caught.

[@CanadianGundam]

Unfortunately, insurance will not cover these situations as the package was successfully delivered, with a photo as evidence, so they fulfilled their obligation. We took the initiative, because this is so rare, and we always strive to make the customer happy.

[@okamichi_factory]

Its unfortunate that the customer's package was stolen, I feel like once its on the property of the customer it is the customers responsibility to get it from their own porch. You can even note special instructions for the delivery service to prevent such issues. It sucks for the customer for sure, man hope they are still able to re-pruchase the kits they wanted to build and hopefully those porch pirates step on legos.

[@kuroshi4018]

So I'll be blunt I work for Fedex Express not ground we are different. Since there is proof of delivery, it's on the customer accountability for grabbing their package. If they know their area isn't delivery safe or sketchy then they should've chosen an option to sign for it or hold somewhere else. What you did was nice as a company even though it wasn't your responsibility after it got shipped and delivered. But this is my two cents on the matter. Cheers mate. Love you videos btw.

[@RdKil]

The missing package, True responsibility is with the customer. Porch Pirates are absolutely not your responsibility as the store. YOUR job is to put the right address on the shipping label and put the right order in the box. HOWEVER, as a stellar customer service move and to get the respect of a possible repeat customer, reshipping the order at cost is the right move. A lot of big companies would have just shrugged and said "too bad". but you are a small store one/two person operation so if you're building a brand on that personal touch, things like this will go a long way. HOWEVER, there are a lot of scammy people out there so watch this doesn't become a trend!

[@Nin_the_Shinobi]

The one who stole the package is responsible for stealing it.

[@jelim2257]

Its not the shipping company or the credit card company problem. It is the customer's fault for not being home at the time of delivery or having another delivery option available. For example Canada Post has something called Flex delivery where customers can send and received their parcels at their nearest post office and have it picked up there.

[@littledutch7549]

If the customer has received their order, but it's been stolen from their porch, that means it is their problem. They have to use insurance to get the money back. If my bike gets stolen, the bike store isn't required to give me a new bike for free either, insurance pays me and with that money I buy a new bike. If a package is lost DURING transit and BEFORE delivery, then it is the problem of the seller.

[@John-et5wu]

You need to put a clause, if a private warehouse exceeds 12 months of idle, all warehoused goods will be donated to the local orphanage.

[@chunyupoon829]

Either the shipping company or the credit company

[@Omnis_Ra]

I got camreas at my house because I had same problems, turned out it was delivery person stealing packages

[@Amathaeon]

i see your Lego stash there

[@K3ns4i]

It's a mix between the customer and the shipping company. The customer should either be home or provide a backup "safe place" or give specific instructions. The shipping company should have called the customer and tell them "hey, we are here and you are not, what do we do?". Not your fault at all and i wouldn't have covered it because you are losing money when its not your fault, plus who says they didn't really get it? Not to doubt a stranger (and their morals/ethics) but I've even seen people trying to steal gunpla kits from a gunpla store stall, so ... there's that.

[@dalerobinson3133]

I say it's the customers cuz he should have been out there waiting for it

[@flekkzo]

It’s a terrible system but the only two that could even remotely be responsible are the shipping company and customer. Legally it falls on the customer, since the shipping company doesn’t offer any service beyond “dropped off”. I’d never ask a company to cover it, no matter how angry I’d be. I think including a small gift just as an incentive to make the customer feel ok ordering more in the future would be the most I would have done.

[@tankbrt5534]

It's not your fault or responsibility to replace the missing package. But it is good practice to do so. Also in the end that customer is more than likely to come back and spend more money with you for replacing the lost package.

[@DCIROCK23]

Actually credit card should be able to cover under their insurance policy, for you to re-ship to the customer will be your lose unless you file for insurance too.

[@RiouInsuiko]

It's the responsibility of the person buying the package to make sure that it's taken in. Sadly for working people it's not always practical reality to have someone available when the mail is delivered to take in a package right away. Once someone sells you something and it's delivered to your location everything that happens after that (including inclement weather), unfortunately rests at the feet of the buyer. Up to and including package theft or destruction.

[@CanadianGundam]

Completely agree but because it’s so rare to happen, we took the initiative to cover the package. And because this customer has ordered in the past with no issues, we knew it was genuine.

[@RiouInsuiko]

@@CanadianGundam Treating people like you care about them is a good way to earn repeated business. It's an unfortunate situation all around but especially since you said you've had business from them before it was I think the right thing to do. It's not good for you either but the little guy spending what hobby money they do have getting burned is such a worse experience. I think maybe you could (if you don't already) offer a signature required option on your order page. You completely avoid a lot of issues that way if people need to go to the post office to pick something up if they aren't home to receive it. Of course it'd be at their discretion if they want to pay that extra fee or not. It could also be a fair way for you to cover your own butt if you strongly encourage people to use it if they feel they are 'at risk'. Rather than out of the kindness of your heart refunding people or replacing stuff. Either way, good to see you again. Keep up the videos

[@CanadianGundam]

Thanks for your response. We do have a signature required shipping option but many customers choose the other shipping options. But going forward, we have figured out a solution where this customer’s packages will be delivered to their backyard to avoid a repeat of this situation. We highly recommend everyone have a safe drop location, or select rhe signature option, to prevent theft.

[@ChrisWDow]

If the resident allows the shipping company to drop and leave on their porch then it is the resident that is at fault imo. If the shipping company does not have permission to leave it in an unsecured area then they are at fault. Photos mean nothing. What is to stop the delivery driver from snapping a photo and then picking up the package and leaving with it? The credit card company shouldn't be involved unless it's clearly fraud which it doesn't sound like that's the case and you are not at fault as you did ship the package.

[@CanadianGundam]

Agreed. And I actually pondered if the delivery driver could have been involved - especially with rhe Canadian Gundam sticker on the package. But realistically it was likely porch pirates.

[@Harry-Har]

i think you went above and beyond in the stolen box. If he got the order in good shape and it was photographed by the shipper in good shape on his door step its on the customer. Now the 2nd example of where you lost a particular item in your warehouse i feel it's on you to find a replacement for that particular item. I know that I'm very specific on my items... I'd be super upset if an item i had my heart set on got lost it might not be available later due to it being sold out.

[@furiousoyster2166]

Honestly I am not sure what the laws are like up there but besides the thief being at fault it is you responsibility as the seller to guarantee your products will reach them after they purchase them from you. you should definitely have some sort of insurance with all the shipping you do to cover claims such as this at a minimum so you aren't out of pocket in these cases. Its kind of shocking you even need to post this as an issue or question. I've had stuff lost, stolen, broken, and crushed. some stuff that is pretty impossible to replace every single time we've needed to do some sort of insurance claim at the very least the seller could keep the original payment and I also got refunded. if you need to up you shipping costs or prices to cover the expense that's just what you need to do. some of these comments are so wildly out of touch

[@SlytherinReviews]

I hate porch Pirates, though this is why you need a security camera and a package lockbox that can't be picked up or moved

[@Bigrignohio]

Your and the shipping company's responsibility ends at the point it was delivered to the correct address. If theft is an issue they my need to buy one of those secure deck boxes that allow packages to be dropped off securely.

[@Tef-Tef]

Unfortunately you have no hands into your client's porch security... so it's the client's fault to assure he should've been at home, he's the one with the tracking number, could' ve seen it was going to be delivered that day... should've made arrangement to be there to get it in hands.

[@mrfixitishere]

technically the shipping company because the didn't hand it directly to the customer . ill also point to the local police/government for not dealing severely with crime. but unfortunately its the customer that's getting final blame this is what p.o boxes are for. a surrogate to receive in your stead.

[@asianwingsauce]

shipping companies wont do anything, card companies wont do anything, usually its the company that usually pays for it. unless stated otherwise that they arent responsible once shipped.

[@Raul-.3]

The only time you replace the package when it was not delivered lost the package along the way or package was damage......

[@christopherbusch5691]

my opinion is that is the customers responsibility once it leaves yaw'll and the shipping company drops it off maybe they should have been there to receive the package from the post office. honestly my opinion as well i would not have covered it but i understand as a business yawll want to make all customers happy. But honestly you cant make everyone happy

[@horriblypink]

I love every local package theif coming to the comments to defend themselves

[@iloverandombox]

Def not your responsibility after it's been proven to be delivered. It's not your fault that they don't have a secure porch. Honorable of you as a business to re-ship for free, but you can only do that for so long without taking a huge loss

[@keithbishop2292]

Customer’s fault. You went WAY ABOVE & BEYOND. You were not at fault. You did your job of handing it over to the shipping company & the shipping company did their job delivering it with providing picture evidence. Unfortunately, it’s completely on the customer. Customer needs to get a PO Box.

[@Flitsmaal]

Its a shitty situation, definitely, but it ain't your responsibility! And it isn't the shippers responsibility either. If you order over 150 dollars of.. Anything, and you have no way to receive it and choose to just have it dropped on your porch, which is accessible to anyone, then the buyer is taking that risk. It doesn't matter if they hide it in a good spot because if someone spots a delivery driver going to your house, there is guaranteed chance that the package is somewhere there. It's always baffled me how They deliver packages on your porch in America, it's like inviting people to take your stuff.

[@titanwarlord416]

I think this would be the customers problem to fix. You shouldnt be responsible for theft.

[@MrOfermod]

I've been emailing for over a month and the problem with my order still isn't resolved.

[@quattrob]

The courier won’t be liable for the package especially if the shipment doesn’t require a signature on delivery. They will always leave at door for delivery and they have photo evidence of it.. that’s the whole point of taking the picture in the first place.. to prove they did their job and also indirectly protects the shipper. This is unfortunately on the customer/receiver… In situations like this if I was the shipper I might consider reshipping replacements if I want to keep the customer but in most cases I would apologize to them and explain what you can do or cant do. I know signature required costs extra for some couriers like canadapost and ups but might be an option you might consider on case by case basis.

[@CanadianGundam]

You’re 100% correct. However when it comes to signature required we do offer this as a shipping option but many customers do not select this option. For some, they know they won’t be there when the delivery arrives and the pickup location is a long distance away. But you’re right, it is probably the best way to prevent stolen packages.

[@CR12.]

You shouldn't have reshipped item. Youre setting a bad precedent. Omce it leaves your shop, you have done what you are responsible for. Now days there are a plethora of options to secure a delivery or have it delivered when they are going to be home to secure delivery. With the amount of porch pirates, you could bankrupt yourself replacing packages.

[@DarwinArbiter]

i think this should be better discussed with laws now that porch pirates are a universal thing, sadly.

[@hellsHeRo-r4i2y]

I will happly buy any damaged packages .i woukd use them to make some eoic dioramma of gundam goodness . 😂

[@Renoxzor]

Shipping shouldn’t just drop it randomly, if the customer asked for it to be dropped then it’s the customer

[@KI-qj2ui]

Definitely not you. They should had have a safe drop area. If it's stolen call the cops. Get a camera installed. You lose your money you don't go to the bank and ask for it back.

[@LEF3133]

Buyers problem.

[@neoagito]

It's the customer fault

[@MrRaiyanlovescats]

When new restock of gundam heavyarms custom ew?

[@MikeTheGamer77]

let them do a chargeback. It hurts them to do so.

[@heIIy]

it doesn't hurt them at all, even if they fail it. what a chargeback hurts is the company they're doing it to, it actually costs them money if a chargeback is done to them. it's why if it's done to a service of some sort, like steam, or playstation network, xbox, ect. you end up just getting banned if you do it.

[@thatanonwholurksmoar7386]

You really shouldn't have done anything. You delivered, it got to its destination with eveidance and from there its the customers responsibility on whatever happens to the package. If their stuff got stolen then sucks for them.

[@ZGMF20AMIGHTYSTRIKEFREEDOM]

Shipping company. Cause they put it at a very easily spotted place

[@chleda15]

You are too nice because it would fall on the customer. Does it suck? Yeah but it's not the company's fault that the package got stolen.

[@chleda15]

Also, I don't know how long you hold onto items for you private warehouse option before shipping but that sounds like more trouble than it's worth. I know a company who usually does monthly shipments so not to hold onto things for longer than needed.

[@Ravenxtvii]

The mailman would be the one Liable for the stolen Parcel (if it works the same in Canada as it is over in Australia) but the customer is also at fault for not having someone at the house and not taking it inside were it's safe from being stolen or Affected by the weather.

[@CanadianGundam]

The mailman would be responsible? That is wild. With such an increase in package theft, that could leave the mailman in a terrible situation. Interesting to know. Thanks for sharing.

[@philgarcia2097]

shipping company

[@bluebomber1094]

Customer's fault, from the moment this was delivered, that is on them, you can definitely track your package, have a approximate time frame when this will be there and also if you are not going to be there you can ask the post office to keep it for a manual pick up.

[@jeffwalter2076]

You are NOT responsible for a package was stolen, does the situation suck? Yes! But a package being stolen from a verified delivered-to-location is in no way the responsibility of the seller of the item(s). If everyone were to have their stuff stolen and you were to take it on the chin and replace the stolen items, you my friend would be out of a business. You lost money. My heart goes out to that person, but that person needs to call the police, file a report and handle it on their end. Love where your heart is, but taking responsibility for the item after delivery is not doing you any favors. More importantly, what I want to know is what is up with that mini fork lift! Also, smaller individual wrapped pens ftw

[@leviathanprime1]

Customer's responsibility to receive their package after delivery. If you can't be there when it's delivered, you need to make arrangements with shipping company ahead of time or have someone secure the package for you.

[@ianpitkin6324]

Pegs

[@chrisliang8016]

IMO it’s got nothing to do with u

[@CamelToeTag]

Customers responsibility. You packed it, sent it, and it arrived at its destination. Your part is done. Don't eat those costs