Staples package stolen from my mailbox. Amex won't back me up.

Seems like Purolator has no proof it was ever at your house. So really you shouldn't say it was stolen from your box. Purolator should be the ones footing the bill. Disappointed in Amex not backing you up. If they won't cover it for failed to deliver. I would see if you can dispute it.
Otherwise, does the card have theft coverage?

Community mailbox or a rectangular box outside your door?

cgtlky wrote: ↑ Community mailbox or a rectangular box outside your door?

Outside my door.

engineered wrote: ↑ Seems like Purolator has no proof it was ever at your house. So really you shouldn't say it was stolen from your box. Purolator should be the ones footing the bill. Disappointed in Amex not backing you up. If they won't cover it for failed to deliver. I would see if you can dispute it.
Otherwise, does the card have theft coverage?

I used the Simply Cash Preferred card. From the Amex website, you would think this would be covered:
Purchase Protection® Plan
You can be insured for eligible items charged to your SimplyCashTM Preferred Card for 90 days from the date of purchase in the event of accidental physical damage or theft for up to $1,000 per occurrence (for all purchased items combined)

I've always wondered just when the customer would be responsible for a missing package when delivered and think I now have my answer. It looks like if the courier company can prove that they delivered it via a photo perhaps, then the problem becomes one for the purchaser as the transaction for everyone ends once the item is at the residence.

So if it weren't specified to get a signature, place the item in a secured location, etc., then the default applies and any losses once delivery has been proven falls onto the purchaser. Not saying that this is right but it looks like this is everyone's stance in this situation. If the buyer had video/photo proof of the theft, filed a police report, and then made a claim to Amex Im sure the outcome would be different.

The OP should still phone Amex back and enquire if they file a police report would it help to change the outcome of their decision?

neos wrote: ↑ I used the Simply Cash Preferred card. From the Amex website, you would think this would be covered:
Purchase Protection® Plan
You can be insured for eligible items charged to your SimplyCashTM Preferred Card for 90 days from the date of purchase in the event of accidental physical damage or theft for up to $1,000 per occurrence (for all purchased items combined)

Well, I can't see how they can't refund the charge then. Either Purolator didn't deliver and it's a fraud charge, or it was stolen from you which should be covered by the theft coverage. Did Amex deny theft coverage? On what grounds?

engineered wrote: ↑ Well, I can't see how they can't refund the charge then. Either Purolator didn't deliver and it's a fraud charge, or it was stolen from you which should be covered by the theft coverage. Did Amex deny theft coverage? On what grounds?

Here's the letter from Amex as well as the main "proof" from Purolator that the package was "delivered":
https://imgur.com/a/IjruEXO

Spoiler alert: in the section where it says "view proof of delivery and signature", there was none!

Sounds like this: https://www.cbc.ca/news/canada/delivery ... -1.5798556

So let me understand the situation:

- purolator tells you that they will ship the package by Feb 17
- They end up delivering it Feb 8
- They don't have any proof that the item was actually in your mailbox vs. what anyone can sign and say?
- They don't tell you they delivered it till some time afterwards so you had no idea you were receiving it that day



At least with Amazon, they deliver and take a picture of the item at my door. I have a porch cam that will show if they took a pic and went away with it after the fact.

And they are supposed to hold you responsible for this? F that.. contact cbc go public or the local tv station and blast staples and purolator. Best publicity is bad publicity and they will cave in.

When you order stuff that you know will be delivered by drop & dash, you assume all the risk if it is stolen after the fact. The seller delivered it according to the terms you agreed to (dumped it on your doorstep or left in your mailbox). Their hands are washed of it, there is nothing they did wrong. Credit card chargeback won't work either, since you got what you paid for (item dumped at your door--you didn't pay for it to be delivered into your hands).

I never order anything for home delivery anymore unless I can be sure that a signature is required. Everyone started doing drop & dash in 2020. Not worth the risk. I get everything sent to the PO using flexdelivery and go pick it up.

OP while you aren't eligible for a chargeback ,you may be eligible to make a theft insurance claim if your credit card has that type of coverage.

I might be incorrect, but is it possible that there are two separate issues or occurrence here.

From reading the paperwork where they say: "We are writing to you with important information about the inquiry previously filed with us from STAPLES". This sounds like you called and said I ordered something and it didn't arrive. So that matter has been resolved because the merchant actually delivered the product (via Purolator).

So Purolator and Staples (and apparently Amex) all agree that you ordered something and it was paid for and delivered. So now would you not have the Theft clause of their coverage. It comes to mind that they are separate areas or entities at Amex and area 1 said you got it, so now you have to go to area 2 and say it was stolen?

hightech wrote: ↑ Sounds like this: https://www.cbc.ca/news/canada/delivery ... -1.5798556

So let me understand the situation:

- purolator tells you that they will ship the package by Feb 17
- They end up delivering it Feb 8
- They don't have any proof that the item was actually in your mailbox vs. what anyone can sign and say?
- They don't tell you they delivered it till some time afterwards so you had no idea you were receiving it that day

Looking over the timeline again, it seems even more ridiculous than I remember;

FEB 2 at 11:50 PM. Ordered online: Received confirmation from Staples

FEBRUARY 8 11:43PM E-mail from Staples: "We have good news! Items from your order have been shipped.
Estimated delivery date: February 17, 2021
Note: Due to a very high volume of orders being placed, some shipments may be delayed. Please allow an additional 24-48 hours for your delivery. We thank you in advance for your patience."

FEBRUARY 8 1:07PM In this alternate universe, my package was delivered!

neos wrote: ↑ Looking over the timeline again, it seems even more ridiculous than I remember;

FEB 2 at 11:50 PM. Ordered online: Received confirmation from Staples

FEBRUARY 8 11:43PM E-mail from Staples: "We have good news! Items from your order have been shipped.
Estimated delivery date: February 17, 2021
Note: Due to a very high volume of orders being placed, some shipments may be delayed. Please allow an additional 24-48 hours for your delivery. We thank you in advance for your patience."

FEBRUARY 8 1:07PM In this alternate universe, my package was delivered!

Sure but as you posted above, it was actually shipped on February 6th, arriving in your mailbox two days later. You just got the "your item has been shipped" email a couple of days late.

Sorry this happened to you. Make an insurance claim for theft if your Amex card has that type of coverage. If not, chalk it up as lesson learned, and consider not ordering stuff for home delivery anymore if you don't want to assume the theft risk.

neos wrote: ↑ Looking over the timeline again, it seems even more ridiculous than I remember;

FEB 2 at 11:50 PM. Ordered online: Received confirmation from Staples

FEBRUARY 8 11:43PM E-mail from Staples: "We have good news! Items from your order have been shipped.
Estimated delivery date: February 17, 2021
Note: Due to a very high volume of orders being placed, some shipments may be delayed. Please allow an additional 24-48 hours for your delivery. We thank you in advance for your patience."

FEBRUARY 8 1:07PM In this alternate universe, my package was delivered!

It's not unusual for ship or delivery notifications to occur several hours after the event occurs. Usually it's because different automated sweeps on systems, or data entry issue.


Anywho, with regards to your issue:

1. The delivery location of "Mailbox" does not confirm it was delivered to your address. It very well could have been delivered 2-3 weeks later. You can ask Staples to ask Purolator to initiate a "trace" to see if they can check via GPS where it was dropped off.
2. Staples FAQ implies that signature is required on their orders except if you sign a release form for that specific order. Yes this was written for their delivery trucks, but they don't explicitly say any other options for orders that are dropped shipped via a courier: https://help.staples.ca/hc/en-us/articl ... ratthedoor

Akitakara wrote: ↑ It's not unusual for ship or delivery notifications to occur several hours after the event occurs. Usually it's because different automated sweeps on systems, or data entry issue.

Fair enough. But all the more reason it feels like it's just another "trust us, it was delivered" BS excuse , especially because I had no warning that the package was on its way.
Also, we have a municipal compost bin on our doorstep. if it WAS truly delivered, you'd think the driver would have had the common sense to hide it behind the bin as many others have.

Anywho, with regards to your issue:

1. The delivery location of "Mailbox" does not confirm it was delivered to your address. It very well could have been delivered 2-3 weeks later. You can ask Staples to ask Purolator to initiate a "trace" to see if they can check via GPS where it was dropped off.
2. Staples FAQ implies that signature is required on their orders except if you sign a release form for that specific order. Yes this was written for their delivery trucks, but they don't explicitly say any other options for orders that are dropped shipped via a courier: https://help.staples.ca/hc/en-us/articl ... ratthedoor

That's a good point. Can any one else confirm that Staples orders usually have to be signed for?

neos wrote: ↑ I used the Simply Cash Preferred card. From the Amex website, you would think this would be covered:
Purchase Protection® Plan
You can be insured for eligible items charged to your SimplyCashTM Preferred Card for 90 days from the date of purchase in the event of accidental physical damage or theft for up to $1,000 per occurrence (for all purchased items combined)

Looking through your posts, it seems like you filed a chargeback for "goods not received". For your Purchase Protection Plan, you need to file a claim separately with the 3rd party insurer. Full details are here, but it looks like you're probably out of luck since it says "All claims must be reported within 48 hours of the theft, loss and damage occurring".

Go to purolator’s website, input the tracking#, the tracking info has an option to view proof of delivery and signature.

But due to covid, most carriers won’t ask for signatures.

sunvv wrote: ↑ Go to purolator’s website, input the tracking#, the tracking info has an option to view proof of delivery and signature.

But due to covid, most carriers won’t ask for signatures.

The payment is due on Monday.
I will try to call Amex one last time to plead my case.

Is there a number that connects you to Canadian-based CSR's?

cgtlky wrote: ↑Community mailbox or a rectangular box outside your door?

neos wrote: ↑
Outside my door.

More than anything else you wrote in this whole thread …
THIS IS THE MOST IMPORTANT

Kiraly wrote: ↑ When you order stuff that you know will be delivered by drop & dash, you assume all the risk if it is stolen after the fact. The seller delivered it according to the terms you agreed to (dumped it on your doorstep or left in your mailbox). Their hands are washed of it, there is nothing they did wrong. Credit card chargeback won't work either, since you got what you paid for (item dumped at your door--you didn't pay for it to be delivered into your hands).

I never order anything for home delivery anymore unless I can be sure that a signature is required. Everyone started doing drop & dash in 2020. Not worth the risk. I get everything sent to the PO using flexdelivery and go pick it up.

OP while you aren't eligible for a chargeback ,you may be eligible to make a theft insurance claim if your credit card has that type of coverage.

100% this

If the Customer isn’t using Flex Delivery / Alternate Address / Additional Delivery Instructions … or some other method of securing the safe arrival of their goods * … then they are ACCEPTING THE RISK of what would happen to their items if they are not at home … or no signature is required … and the item is just dropped at their door (be that on the doorstep … or a unsecured old fashioned mailbox )

I think that’s what EVERYONE in this scenario is telling you …

Staple, Purolator, and even AMEX

All you can do now is consider your item DELIVERED … and THEN STOLEN

So it’s not a case of NOT DELIVERED / CONTRACTED SERVICES UNFULFILLED (which is what an AMEX Chargeback is for)

An item being STOLEN is not the same as NOT DELIVERED

You now have to proceed accordingly … it’s either you are SOL * … or an Insurance issue (which may also require a Police Report)

* Hard lesson to learn. Going forward need to look at the various options available to you if you are gonna do online ordering … esp during Covid & beyond where drop delivery (no signature) May continue. Depending on the Retailer / Delivery / Courier services involved they may provide for Flex Delivery / Alternate Address / Additional Delivery Instructions … be that leaving it with an neighbour, a more secure spot (between the doors) … or you might want to look at installing a parcel drop lockbox on your property
https://www.homedepot.ca/en/home/catego ... boxes.html