Who's to blame?

[KeithD]

Here's what I'd do it in my company.

It is not the customers fault, so they should in no way be held responsible for anything, and not be made to pay anymore charges. "The customer is always right" is correct for good customer service even if they are wrong. In this case they are not.

You are responsible for the package to get to the customers door, no one else. It is you who selected the delivery company, no one else.

Learn from it, use another distributor, apologise to the customer, and inform them you are sending it again.

Always ensure you use a service with adequate insurance cover, and a tracking code. If you send packages a week, open an account with DHL or something. Also looks professional on Ebay, putting in bright letters "All deliveries via DHL"

[andypaul]

Here's what I'd do it in my company.

It is not the customers fault, so they should in no way be held responsible for anything, and not be made to pay anymore charges. "The customer is always right" is correct for good customer service even if they are wrong. In this case they are not.

You are responsible for the package to get to the customers door, no one else. It is you who selected the delivery company, no one else.

Learn from it, use another distributor, apologise to the customer, and inform them you are sending it again.

Always ensure you use a service with adequate insurance cover, and a tracking code. If you send packages a week, open an account with DHL or something. Also looks professional on Ebay, putting in bright letters "All deliveries via DHL"

"The customer always right belief" is dangrous terroity with some customers otherwise you will find some will simply take the pee, treat them well but always check what actually happened otherwise before you know it some accounts cost you more than they will ever be worth to you either in turnover or in word of mouth.

Our company if the address is correct will if the courier says its delivered and has prove ie signature make it the customers responsbilty. If the parcel not delivered its the parcel company's problem. Thats a corparation with about 20 billion dollars a year turnover so they must be doing something right.

Mr admin in this case i think is right make it a complaint/mistake is a gift and use it to improve your logistics company and system.