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Erik Smith

Experience with Damaged Shipment from Japan?

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Does anybody here have any experience or knowledge of filing a claim for a package that is completely destroyed during shipping? My wife was home when the USPS delivered this mess. Box was busted open and re-taped closed. All three models are broken - even the decals are damaged by how hard/heavy the impact was. I contacted seller for insurance inquiry but had it shipped the cheap way from Japan, so I have no idea if there is insurance - I’ve never had an issue on any previous boxes. 
USPS online claim requires USPS tracking? I will take it to the Post Office Tuesday when they’re open, but for now...

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I’m a carrier, not a clerk so I’m not 100% sure on this works, but Did you have to sign for it, if so than they will have you fill out a 3831 form,  since it’s a foreign. It won’t have a 13 digit USPS number,, it would have a number beginning with EA-EZ, CA-CZ, HC-HZ, or RA-RZ and ending in US. If it doesn’t than they sent it really really cheap. I don’t see many foreign packages without a scan, but about 75% of them that I deliver are damaged, and there is no way to prove where it was damaged. Every time it gets scanned, it gets a picture taken of it. 

anytime I order anything from overseas online I make sure they send it registered,  use reputable sellers (HLJ, Hobby Search) 

Edited by gasman

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I've shipped all over the world for a few decades now and IMHO the carton is woefully inadequate: cheap cardboard and too small for the contents. If the seller had sent it Air Mail it would've gotten special handling but it looks like it came over on a boat, in a shipping container, with stuff piled on top of it.

If you can't negotiate a settlement with the seller and you paid with a credit card you might be able to get your purchase price back if you return it with a Tracking Number. The return on something like this is gonna be a little pricey and that why i only buy small things from the Old Country that can fit into a little bubble mailer. All those little bubble mailers come over on a jet aeroplane. 😀

 

Edited by Waynerd

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Its more likely you'll have to contact the seller. The contract was between them and the carrier.  Being the recipient theres probably not much you can do at your end. The language barrier might be a problem as google translate isn't too good with japanese but include pics and I'm sure they'll understand the problem. My experience with japanese sellers (businesses and private) has all been good and they help as much as they can

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I wouldn't doubt for a second it happened while in the US. I watched a postal person take a box clearly marked FRAGILE and toss it about 10 feet from him into a cart.

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At least the USPS usually through boxes underhand to minimize this type of damage. I'll bet the emergency brake wasn't holding on the delivery vehicle  and this shipping box looks to be the right size to place behind one of the tires to hold their truck on a slight hill.  Or it might have not been as effective as the driver hoped and the truck just ran over it. Never seen that extensive of damage. Someone somewhere knows this happened.   

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Yeah, I have received damaged boxes before but the contents were undamaged (at least still usable). The bodies on all the kits are crushed from this one though. Oh, and it was air mail (ordered January 5 and received 18).


I looked up the policies from Plaza Japan and fortunately they say they insure all packages.

I have been selling and buying on eBay since 2006 and buying from overseas companies for years and I have been lucky enough never to have a package like this, so I didn’t even think who the insurance is for - buyer or seller? 

There are worse things in the world, but I hate to see all this damage and waste. Heck, I even get sentimental when I see a Chevy Metro at the wrecking yard...

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Plaza Japan is a large and reliable Japanese merchant.  They have good grasp of English language and I have no doubt they will make things good.

Here is an excerpt from Plaza Japan shipping policies:

If you receive a damaged or incorrect item, we will exchange with the same item at no extra charge. In such cases, we must receive a report from you via e-mail within 1 week from the delivery date.

They probably mean "eBay message" since eBay hides seller's emails and forbids contact outside of eBay..

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Just go to the Plaza Japan website. Your email address is required on the "Contact Us" page:

Contact Us

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2 hours ago, peteski said:

Plaza Japan is a large and reliable Japanese merchant.  They have good grasp of English language and I have no doubt they will make things good.

Here is an excerpt from Plaza Japan shipping policies:

If you receive a damaged or incorrect item, we will exchange with the same item at no extra charge. In such cases, we must receive a report from you via e-mail within 1 week from the delivery date.

They probably mean "eBay message" since eBay hides seller's emails and forbids contact outside of eBay..

I read that too. I have always had exceptional service from them. 
Really, I guess I didn’t realize the seller would be responsible for the items damaged in shipping. I always thought it was the person who bought the item and insurance was for the buyer.

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3 minutes ago, SfanGoch said:

Just go to the Plaza Japan website. Your email address is required on the "Contact Us" page:

Contact Us

Thanks! Yes, I did that right after receipt of the package. 

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There you go, problem solved. The folks at Plaza Japan will take care of this. :)

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Wow, I've never seen damage like this. 

I've never heard of Plaza Japan, and there pricing looks pretty decent. 

Let us know how this turns out. 

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That really sucks Eric, I hope you get it all sorted out,  I had good luck with Plaza Japan many years ago , ordered a few kits,  they never arrived, they refunded money. 

 

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Courtesy of UPS from Buffalo to Brooklyn

image.png.147578dbd330f69482716dea83a66be8.png

image.png.04e0f8215ba0df3a3d616f4bea484090.png

Both of those kits were mangled plus parts lost falling through what was left of the packing box.

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That must be the same guy that drove over mine...it would be more disappointing to lose a kit like the DeSoto that isn’t as replaceable. 

21 minutes ago, SfanGoch said:

image.png.04e0f8215ba0df3a3d616f4bea484090.png

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Resolution:

Plaza Japan emailed me (must be first thing Monday morning!). I sent photos of package and they refunded purchase.

That is customer service.

 

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That's great news Erik. I am waiting for something from Plaza Japan and was getting very nervous as I was reading this thread. I feel better now.

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I like the outcome. Stuff happens, and the company responds quickly and with a happy solution. I wish more companies were like that.

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