Aaaaarggghhh! (Missing Pms)

Or gain potential customers if they treat this right. I've always felt that the true measure of customer service is how a company makes things right after something bad happens.

Handling this type of situation will go a long way, at least in my eyes.

Well, the much larger order I placed with Goldmart (just before the first order had problems) just arrived. After the first order hit the shoals I called Goldmart and asked for this one to be sent UPS.

They shipped the gold and silver separately. The gold was sent next-day air and was packed in a small box inside a much larger box with lots of packing materials and enough packing tape to require near-heroic efforts to open.

The silver (two more 100-ounce bars) was sent ground and was packed in a smallish box inside a slightly larger box with enough packing material and tape but nothing excessive.

Supposedly, the silver I lost from the first order will be sent "shortly", but I don't have an exact date yet.

Good question!

I talked to the account rep last week and they were awaiting a new shipment of the Austrian Philharmonics (they had the 100-ounce bar in stock).

When I called on Monday, she said everything was in and it would be shipped that day and I would get a tracking e-mail. Didn't get a tracking email on Monday.

I called on Tuesday, and she said that all shipping is done at 6:00 PM PDT and the shippers were running late and didn't get to the post office in time. But it would definitely be going out that day. Didn't get a tracking email on Tuesday.

Today is Wednesday, and I'll be calling them when their offices open in a few hours. I'm sincerely hoping this is just minor incompetence on their part and not the runaround. I know they are a fairly small organization and that sometimes things happen, so I'm willing to cut them a little slack if, in fact, they are serious about replacing the lost shipment. But my patience has limits...

Best of luck Barry. Hope we get to see an updated pic of all your 100 oz bars when this one shows up.

Veritek, you got a point there. If they handle this right, they could gain cusomers as well. And going along that point, has anyone else ever experienced these kinds of situations and how did that end? I'm curious to know if other sites have been horrible or great in a bad situation. I never really thought about stuff disappearing before, and I wouldn't mind being pointed to the right business, just in case.

So far, Goldmart isn't looking to smart with the run around, especially since it's been a few weeks since this happened. It should have been figured out within a week, IMO. Maybe their waiting for silver to drop lower so whatever extra you paid for, would help cover the cost of the lost bar. I'm sure if silver's price got cut in half over night, that bar would be shipped out really fast.

Oh, I'm definitely cutting them some slack. It just gets annoying when they keep promising me that today the order will go out, absolutely guaranteed, and then it doesn't.

Didn't go out again today, btw. This time the excuse was that they had some sort of security lockdown drill and they weren't able to make the 9:00 deadline for FedEx. But tomorrow for sure! In fact, the account rep said she would personally walk the order down to FedEx herself if the shipping department can't get it done on time.

I really do like Goldmart and honestly don't think they are giving me the runaround on purpose. And you're right, they don't have to do this at all if they don't want to (of course, they would permanently lose a customer if they didn't).

Let's see what happens tomorrow...

I had an $1,800 cash register I sold on ebay one of my stations old models go missing too. I just filed the insurance claim today with the post office. I mean really how do you lose a box 24X24" and 45 lbs? BS

GL Barry, I think our patience will need it.

Well, the good news is that I finally have a FedEx tracking number!

The bad news is that fedex.com says "No record of this tracking number can be found."

I'm guessing that simply means they gave me the number off the mailing slip that you attach to the package but haven't actually given the package to FedEx yet. At least, I'm hoping that's the case...