Subject: Re: LTK1221603685491X
From: Subir Chakma <[email-masked]>
To: "Sanjay Dutt" <[email-masked]>
Date: Tue, 2 Jun 2015 16:18:38 +0530 (IST)

Response: 

Please allow me to explain the whole situation leading to the final update to you regarding your items. 

When we got your query regarding your missing items, we checked our system with the tracking numbers, as is the standard procedure, and it was not to be found. Then we raised the case with our warehouse to do a manual search for the missing items. They will normally check the shipments listed in the system, and any package that is unclaimed. Unfortunately, your shipments were not to be found- neither in the system nor physically at the warehouse. 

This is the reason why we asked for the proof of delivery from you. 

Please note that when the shipments arrive at the warehouse for delivery and the courier ask for payment of duty/tax or any extra charges, the warehouse will not sign for the package and subsequently will refuse them. The warehouse team is not authorized to receive any packages on payment. 

Therefore, the shipment will be automatically returned to sender without being accepted at our warehouse, or updated in our system. 

When we received your query, we at customer service, were not aware that the package was actually refused on delivery by the warehouse team. Additionally, the warehouse team do not keep a record of all such refused shipments. They handle hundreds of packages daily so its not possible for them to note down everything. This is the reason why they were not aware that the shipments we enquired about were the same packages refused by them on delivery due to pending payment. 

We understand that not all sellers can bill you in advance for the duty/taxes. However, the seller can always discuss the matter with the courier they will work with for assistance in this matter. The courier has full knowledge about the same as they do customs clearance on regular basis. Unfortunately, we cannot receive any package if the courier will ask payment on delivery. Therefore, any charges must be advanced paid to the courier who will do the customs clearance. 

Additionally, we would never provide you with a wrong informations, and would like to assure you that customer satisfaction is our outmost priority. 

We sincerely regret all the confusion and inconvenience caused to you due to this. 

From: "Sanjay Dutt" <[email-masked]> 
To: "Subir Chakma" <[email-masked]> 
Sent: Tuesday, June 2, 2015 2:55:11 PM 
Subject: LTK1221603685491X 

Dear Sir 

Please suggest. 

Regards 
Sanjay