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Contributor

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1 Message

Sat, Oct 21, 2017 7:52 PM

usps lost next return package

I recently ordered  iphone 8 plus and returned the phone on 10/05/217 which is the same day I received it.

I also called the at&t and they said didn't received the package. 

I have the return receipt and I checked the tracking, it shows usps received and not delivered .

I called customer service and they say contacted the store to help with retail support team to reverse the upgrade,

however, its been after 14 days and they refused to reversed it.

 

what should I do on the next step?

 

Responses

Brand User
ATTCares

Administrator

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107.8K Messages

3 years ago

Hello @bombyang27


Thank you for reaching out on the Community Forums.  I can understand how concerning this situation is.  I would be happy to help. 


I would like to look more into this.  Since this will contain personal data please send us a private message to @ATTCares with all the relevant information.  I look forward to hearing from you, and please have a great rest of your day! 


Jessica, AT&T Community Specialist 



*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Voyager

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3 Messages

2 years ago

I have called ATT customer service for the past 5 months with the same issue. I returned a device using the label ATT provided. ATT is shipper of record.  Today I am told it is my responsibility to seek a resolution with the post office. I was provided a return label by ATT who chose to not insure, and it is my liability to bear the cost?

 

I was told repeatedly it would be removed from my account. This has not happened.

 

ATT is deplorable. This issue is wide spread. 

Voyager

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3 Messages

2 years ago

ATT stated everytime I called, the lost pckage was my liability. I tracked down shipping agent Newgenics. Emailed their Director of Transportation. Package was traced to being delivered to ATT on 06/02/2017, 3 days after I shipped. Six months of being lied to by ATT, and they had the return all this time. Working on getting refunded. ATT has pathetic, deceitful customer service.

David606

Employee

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3.5K Messages

2 years ago

If you have the post office receipt from where you dropped off the package, that is the proof the carrier asks for. Shipping instructions will say to get post office receipts.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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1 Message

2 years ago

Hi bombyang27

 

My self Sreekanth... Am on the same situation, After looked at your post even I send an email to @ATTCares. Can you confirm Is ATTcares resolve your issue ?

 

Please respond.

 

Sreekanth Sayana

 

Voyager

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3 Messages

2 years ago

Issue was solved, but not resolved. ATT customer service told me each month for 7 months they never received the return. Newgistics handles the return processing. Google turned up some email addresses there. Newgistics tracked the package to being delivered to ATT 7 months ago...2 days after I shipped. I then emailed ATT’s CEO for clarification as to why I was deceived for 7 months about the package being returned. A very nice office manager responded quickly, and informed me the phone I was to return was still in use. I likely shipped the wrong phone. The phone that was returned has been lost by ATT. Without the IMEI number they are not able to further process finding the shipment. The phone I returned is lost. I am out $160, and countless hours trying to get a straight answer from ATT.

I understand what has happened, but issue was not resolved. The office manager who did contact me was honest and upfront. I did appreciate her time and effort. Nonetheless, I will be leaving ATT at the first available opportunity I have.


Contributor

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2 Messages

2 years ago

 At&t is telling me the same thing.  It shows my return phone is in route and it's been 3 months, but I am responsible for the price of the phone ($704).  What??  USPS loses the phone, and At&t charges the customer.  How can this be a prcatice of this company?