Phantom SH

Complaint:
I am rejecting this response because:
I do not accept the retailers responseIt is easy to cast shade on my claim as far fetched when you the retailer have collected $dollars from me and I the customer haven't received a single thingAt what
point would you stop trying to reclaim your lost dollars? I realize there is a large gap in the time between delivery-return-claim but at the time I was living overseasand traveling extensively (Thus the shipping address being in Taiwan R.O.C.)I wasn't until I returned to the US in Septthat was ableto follow up because I was finally in the correct time zone to place the required callsAt that time I called their customer service line and was told there is nothing they could do because they didn't receive the packageI informed them multiple times that the package was being held at the USPS facility in Thousand Oaks, CAThey were not willing to claim the package and I was told it must be delivered to them and its my responsibilityWas I supposed to fly to CA, go to the post office and deliver it to the business address myself in order to be reimbursed? That seems more than unreasonable. With regard to the shipping manifest; the print out is incompleteIt does not show that on3/25/the package was sent out for delivery to *** *** ** *** *** Westlake Village, CA It also doesn't show that on 4/10/thepackage was labeled as un-deliverableThis information is made possible by call the USPS center in Thousand Oaks ###-###-#### and referencing tracking number CJ***USIs it possible that the retailer has moved business addresses in the time the package was being delivered? Lastly,I already acknowledged the sellers attempt to aid me when the package was trying to clear customs in Taiwan albeit an unsuccessful attemptHowever in the attached email you can clearly see that before my purchase I clearly ask if they had trouble delivering to the Asian continent in the past and the representative clearly assures me that he had had no problems in the past which was why I made my purchase in the first placeOtherwise the transaction would not have taken placeI will also be filing a claim with the Consumer Advocate Office of USPS International Claims AppealsThank you
Regards,*** ***

Review: On 12/9/13 I ordered a Phantom Master Case to be delivered to my address in Taiwan (my place of residence at the time). The purpose of this was to start a distribution channel for ehookah products in Taiwan R.O.C. The Phantom Master Case would have contained 400 units or 20x20 boxes of assorted flavors at a wholesale price. The purchase price was for $1500.00 plus $200.00 S&H. This was billed to my wife's credit card Ms. Coral Williams. The package arrived and was held at customs because it was a smoking device that needed testing results and certifications to enter. The reps at Phantom SH did help me get all the proper documentation however this was a lengthy process that took longer than customs was willing to hold the package. On 1/20/14 the package was returned to the sender from customs via freight. The tracking number was USPS # CJ[redacted]US. After contacting the USPS; the package was said to arrive in March of 2014 at the USPS center in Thousand Oaks, CA. Since then I have contacted them via phone call on 8/26, 8/28 and 9/1/2014 asking them to please apply my $1500.00 refund to my wife's credit card (minus S&H) because USPS had confirmed the package arrived months ago. There only reply was that they never received the package and could do nothing until then. It's almost 1 year later since ordering and 2 months since I've called customer service and I still haven't been refunded, or give a status update even after emailing the service reps tracking numbers, confirmation of arrival to the USPS center and contact information for the postal branch with said package. I would like the matter resolved and a refund issued by the end of this year please.Desired Settlement: A refund of the $1500.00 for the Phantom Master Case. Or if said package is found to be un-opened and in new condition; reshipped to the billing address on the credit card used for the transaction.

Consumer

Response:

Review: 10311272

I am rejecting this response because: I do not accept the retailers response. It is easy to cast shade on my claim as far fetched when you the retailer have collected $1500 dollars from me and I the customer haven't received a single thing. At what point would you stop trying to reclaim your lost 1500 dollars? I realize there is a large gap in the time between delivery-return-claim but at the time I was living overseasand traveling extensively (Thus the shipping address being in Taiwan R.O.C.). I wasn't until I returned to the US in Sept. 2014 that was ableto follow up because I was finally in the correct time zone to place the required calls. At that time I called their customer service line and was told there is nothing they could do because they didn't receive the package. I informed them multiple times that the package was being held at the USPS facility in Thousand Oaks, CA. They were not willing to claim the package and I was told it must be delivered to them and its my responsibility. Was I supposed to fly to CA, go to the post office and deliver it to the business address myself in order to be reimbursed? That seems more than unreasonable. With regard to the shipping manifest; the print out is incomplete. It does not show that on3/25/14 the package was sent out for delivery to [redacted] Westlake Village, CA 91361. It also doesn't show that on 4/10/14 thepackage was labeled as un-deliverable. This information is made possible by call the USPS center in Thousand Oaks ###-###-#### and referencing tracking number CJ[redacted]US. Is it possible that the retailer has moved business addresses in the time the package was being delivered? Lastly,I already acknowledged the sellers attempt to aid me when the package was trying to clear customs in Taiwan albeit an unsuccessful attempt. However in the attached email you can clearly see that before my purchase I clearly ask if they had trouble delivering to the Asian continent in the past and the representative clearly assures me that he had had no problems in the past which was why I made my purchase in the first place. Otherwise the transaction would not have taken place. I will also be filing a claim with the Consumer Advocate Office of USPS International Claims Appeals. Thank you

Regards,[redacted]