How does this happen?

Rockport Sends Me Same Size Shoes, Different Sized Insoles

If Aaron had different-sized feet, he’d be all set. Well, also if his shoes were different sizes. Neither is true. He ordered some Rockport shoes more than a year ago, then set them aside. When he opened the box, he discovered that they had two different size insoles. How does that happen? He doesn’t know, but Rockport isn’t willing to send him a replacement insole. [More]


Accidentally Sexist Toy Mixup Means My Niece Gets Pink Car Instead Of Awesome Shark Plane

At left is the totally awesome shark plane that J’s parents bought for Christmas for his niece. It’s an online-only item from Toys ‘R’ Us. Any child would be lucky to receive such a fun and cool-looking gift, right? The problem is that thanks to an accidentally sexist shipping mixup, they didn’t get the plane: they got a pink pedal car instead, a week before Christmas. This kind of thing happens all the time, though, so Toys ‘R’ Us should be able to handle a vehicle swap with no problem. Right? [More]


UPS Suddenly Won’t Leave Packages At My House, Makes Up Different Reasons Why

Chris lives in a neighborhood of single-family homes and apartment buildings, which pretty much look alike. For a long time, he received packages from a certain vendor with no problems: UPS would leave a “sorry we missed you!” slip, he would sign the slip, and the driver would leave the package the following day. This time, it didn’t work: he only received another slip. Why? Because he lives in a three-family house, which counts as an apartment building as far as UPS is concerned. They can’t just leave a package in front of an apartment building. [More]


Ex-Stupid Shipping Gangster Explains Why Your Purchases Are So Poorly Packaged

Reader T. would like everyone to know that the members of the notorious Stupid Shipping Gang aren’t necessarily stupid. There could be a perfectly valid reason why your bubble wrap is wrapped in bubble wrap, a small clock comes in a box large enough to store your fiancée, and every ten-foot power cord requires its own wooden pallet. They’re just working with what they have, within the rules they’re provided, and trying to get your item to you in one piece. On their end of the transaction, these decisions aren’t so stupid. What seems wasteful to us consumers may actually save the company money.


GameStop Offers To Ship Out-Of-Stock Item, Doesn’t Mention It Will Take 7-9 Days Instead Of 3

Joseph wanted to buy a PSVita, and went to GameStop to see whether they had one available. New or used, didn’t matter. They didn’t have any in stock, but told him that they could order one online for him, and it would arrive in three business days, with free delivery. That was fine by him, until he learned what he had actually bought: a refurbished Vita, yes, but one that would take as long as nine days to ship to his house. [More]

(The Caldor Rainbow)

My Toys ‘R’ Us Package Is Simultaneously Shipped And Out Of Stock

Angela ordered a toy from Toys ‘R’ Us last week. She understood the risk inherent in ordering just a few days before Christmas, but didn’t expect the non-shipping wackiness that would ensue. The company issued out a shipping label and had a UPS number ready to go, but the item never left the warehouse. They claimed that the item was “shipped,” but UPS never got it. That label was out in the ether, but it turned out that the item was out of stock. It was shipped, but not shipped. [More]

(Ron Dauphin)

Best Buy Sends Me Wrong Microwave, Promises To Come Swap It Out, Doesn’t Show

This is an exciting but stressful time for Terry’s family. His wife is pregnant, and they also just bought a new house. They ordered new appliances: matching stainless steel items for the kitchen, including one of those space-saving microwaves that goes over the stove. Best Buy technicians delivered and installed the bigger appliances, and the microwave arrived on the doorstep a few days later. It was the wrong color. That’s where Terry’s battle with Best Buy began. [More]

(Chris Blakeley)

Abercrombie Kids Can’t Count To Three, Exists Outside Of Reality

David has a problem with clothing vendor Abercrombie Kids. They don’t know how to count to three. This would be an issue for many kindergarteners, but is especially problematic for a retailer that offers three-day shipping. Well, maybe someone there knows how to count to three, or even past three. It’s pretty hard to run a business otherwise. The problem is that the shirt that he ordered eight days ago, paying for three-day shipping, still isn’t here. It’s been shipped, but still wasn’t on its way. The shipment had been picked up, but the shirt hadn’t been shipped. It’s interesting that Abercrombie can exist outside of all normal rules of reality like that, but David just wants his daughter’s blouse already. [More]

(Atwater Village Newbie)

Sephora Explains That “2-Day Shipping” Actually Means “3 To 4 Days”

The other day we told you about an unhappy customer whose expedited order was not delivered on time, and who was stuck with the expedited shipping charges. Sephora now explains to Consumerist that the customer doesn’t understand Sephora’s peculiar take on the definition of “two days.” [More]

(Bill Binns)

Nexus 4 And 10 Purchasers Just Want To Know Where Their Devices Are

Google announced a fresh assortment of Nexus mobile devices last week, so regular readers know what that means: a fresh assortment of reader complaints about the experience of ordering from Google. As we’ve noted pretty much every time the company releases a consumer-facing product, the company makes great products that consumers want, but still aren’t all that great at dealing with those customers. Tuesday’s release of the Nexus 4 (phone) and Nexus 10 (big tablet) worldwide were no different. Many customers whose orders got through before the Nexus 4 sold out (or did it?) aren’t sure when their phones are coming…if they’re coming at all. [More]

Amazon's 1-Day Kindle Shipping Takes At Least A Week

Amazon's 1-Day Kindle Shipping Takes At Least A Week

Reese had this strange idea in her head. She thought that because she paid Amazon $20 for one-day shipping on her Kindle, it would take one day for the Kindle to be delivered to her. Maybe two, if she placed the order really late that day. Not so fast! Amazon’s site helpfully told her that it would take anywhere from six to eleven days for her order to show up, because the Kindle was evidently on backorder. Wait, that’s not what she paid extra for! [More]

UPS MyChoice Feels More Like A Protection Racket

UPS MyChoice Feels More Like A Protection Racket

The UPS MyChoice program is supposed to be a good thing – it lets customers tell the company in advance whether to deliver packages without a signature or deliver them right ot a UPS store. But Holly ends up clicking in circles trying to find out how to sign up for the (free) program. The useful options, like redirecting packages to a UPS store or getting a delivery window, cost extra money. [More]

Change Payment Card On Amazon Pre-Order, Lose Your Shipping Date

Change Payment Card On Amazon Pre-Order, Lose Your Shipping Date

It’s too late for Jared, who won’t get his copy of Mass Effect 3 until Friday, the poor thing. (Other people who placed pre-orders got theirs yesterday.) But he wants everyone else to learn from his mistake. If you pre-order an item from Amazon, but change your method of payment for the order before it ships, you’ll lose your spot in line and your release-day shipping. Sure, this usually doesn’t matter all that much, but we’re talking about a game here. [More]

UPS Plays Blame Game After $5,000 Package Gets Damaged

Mike owns a small business, and he ships a lot. He mostly used UPS, and says that he probably spends $12,000 on shipping annually. Of all of the company’s items to get damaged in transit, it had to be the one worth more than $5,000 that was insured, but not for the full value of the package. That’s just how the world works. UPS claims that the item was damaged due to improper packaging, which is interesting because the item had been packaged at a local UPS Store. But loyal Consumerist readers know that UPS Stores are franchises, not owned by UPS. This means that UPS can blame the damage on Mike, since he’s the one who paid someone else to package the item. [More]

UPS: Pay Up And We Might Not Make The Same Delivery Error Twice In A Row

UPS: Pay Up And We Might Not Make The Same Delivery Error Twice In A Row

Keith’s brother gave him an old desktop computer as a Christmas gift, but this gift came with a catch. He had to ship it to himself, a few thousand miles away. Since packages can’t be delivered to his door at his apartment building, he sent the package to a nearby UPS store, flagged as “hold for pickup.” Naturally the UPS store refused the package and sent it back. Now UPS wants Keith to pay the shipping fee again. For that, they might actually deliver it to his house this time. Or they might send it back. Isn’t the suspense exciting? [More]

EECB Scores Hit On T-Mobile, Saves Customer $400 Charge For Phone UPS Lost

EECB Scores Hit On T-Mobile, Saves Customer $400 Charge For Phone UPS Lost

When Jeffrey received his replacement smartphone from T-Mobile, he packed up his old one, used the enclosed prepaid UPS label, and dispatched it using a UPS drop box. From there, the phone disappeared. One customer service rep after another assured him that the lost phone situation would be resolved…and then a $300 charge for the phone appeared on his bill. It was time to escalate. It was time to use a powerful tool he learned about from this very site: the executive e-mail carpet bomb. [More]

Only The CEO At Cuisinart Has The Power To Send You A Shipping Label

Only The CEO At Cuisinart Has The Power To Send You A Shipping Label

Jennifer bought the Cuisinart coffeemaker at right about a month ago. It lists for $145.00, and you can get it from Amazon for, as of this writing, $75.45. Unfortunately for Jennifer, her appliance just plain stopped working, and nothing she did at home would fix it. Cuisinart agreed to send her a new one, and even waived the shipping fee, but they want her old coffeemaker back. This wouldn’t be a problem, but the cost to ship the large and heavy machine is $47.62. That amount would put Jennifer more than halfway to just buying a new machine. [More]

UPS Knows Where Misrouted Package Is, Shrugs

UPS Knows Where Misrouted Package Is, Shrugs

Claire, the manager of an apartment building, went above and beyond the scope of her job duties to attempt to re-route a package destined for a former tenant. UPS didn’t really do anything wrong in this case: the wrong address was the shipper’s fault, or maybe the former tenant’s. But since too many days have passed since the box showed up on the wrong person’s doorstep, it’s no longer UPS’s problem. The package, we assume, will just be written off as “lost.” [More]