Complaints for BULQ in Washington, DC - 156635968

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

12/27/2021

I purchased 2 lots totalling $6,874.22 from Bulq.com UPS lost both packages and told me that they were accidentally delivered to someone elses address. When the driver scanned the packages UPS has a way of tracking exactly where the scanner pinged the barcode. UPS immediately accepted the claim and reimbursed the shipper and NOT me. UPS told me to contact the shipper for my money. The shipper basically said I was lying and won't give me back my money that UPS already reimbursed. Resolution Sought Reach out to Bulq let them know there are legal repercussions because UPS already paid them and they are keeping the reimbursement money especially when UPS knew they misdelivered the packages and they made a mistake. It is against the law to steal customers money. I am going to sue for twice the amout.

Company Response

12/28/2021

BULQ takes mis-delivered lots and missing inventory very seriously and we have been in close communication with the customer in an attempt to solve her issue since the day she reached out to us. Typically, customers contact us immediately when items do not arrive as scheduled. Once we know what is missing, we reach out the shipper to begin a claim. This is a very standard protocol for BULQ. Unfortunately, this customer did not follow the standard process, and is not providing the details we are requesting in order to help resolve her claim. Two BULQ cases totaling $6,874.22 were marked as delivered to this customer on 11/27/21, at which point the customer filed a missing package claim with the shipper. This person is an experienced customer with BULQ, familiar with our claims process and our Terms of Purchase. The Terms of Purchase that this customer agreed to clearly state, "If the shipments received upon delivery do not match the number purchased... you must contact a BULQ representative within 24 hours of delivery" and "If requested, missing inventory, damages, and/or tampering must be documented to the satisfaction of BULQ and/or its common carrier." This customer waited 17 days after the lots were marked as delivered before making her first contact to BULQ Customer Care on December 13. She made many references to conversations with the shipper and visits from a representative of the shipper, but this customer has not responded to our many requests for additional detail and documentation. We have been working with this customer and the shipper since then to attempt to collect information to help us process her claim. BULQ has not been paid in full by the shipper. We are hopeful that this customer will continue to work with us and provide the documentation we have requested so that we may re-claim this inventory and resolve her claim.

Customer Rebuttal

12/28/2021

I received a text message from UPS saying "your package has just been delivered" I was home. Nothing was on or near my porch. My dog didn't bark. I was waiting for this large order. I then immediately clicked on UPS link trying to contact local ups asking where my packages went. It gave me the option of opening an insurance claim. So I proceeded to file a claim because that was my only option. The only reason I called Bulq 17days later, was because UPS was through with their investigation and told me " claim has been approved, please contact shipper for refund" that is the only reason I called Bulq. I physically drove to the main UPS warehouse to talk to a human and she proceeded to tell me that UPS has already issued the shipper a refund and that the shipper (Bulq) had only insured both boxes for $100 and that is why she's giving me such a hard time because they would take such a loss. I asked the woman in charge at UPS if she could aquire the paper map/gps that the driver had in his hand when finishing the investigation. She told me that only the shipper can get that information and not me. She said none of this is my job, it's the shippers job.

Company Final Response

12/30/2021

As the customer noted, it is the shipper's job to file claims and investigate packages that are claimed missing. That is why the Terms of Purchase that this customer agreed to clearly state, "If the shipments received upon delivery do not match the number purchased... you must contact a BULQ representative within 24 hours of delivery" and "If requested, missing inventory, damages, and/or tampering must be documented to the satisfaction of BULQ and/or its common carrier." Due to this customer's failure to abide by the Terms of Purchase, BULQ's investigation of the whereabouts of these two lots was delayed. If the customer could please provide the details that BULQ has been requesting via email - specifically, the names and contact information of the people at UPS whom she has interacted with - we could move the investigation along faster for her. That said, we are still continuing to investigate and look forward to reaching a resolution early next week.

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