Reply from BlueflyMar 12, 2025
Dear Trustpilot Community,
Thank you for reading our response. We want to take a moment to clarify the situation regarding this particular review and provide a transparent overview of the issue.
The customer, Robert, placed an order for a Bottega belt on February 10th. According to USPS tracking, the package was delivered to the correct address on February 19th. Unfortunately, the customer has stated that it was never logged as received at the property, which we believe could point to the possibility that the item was lost or stolen after delivery.
We understand how frustrating it is when an order doesn’t arrive as expected, and we immediately took action by filing a USPS inquiry on the customer's behalf. After weeks of investigation, USPS confirmed that the package was delivered and we followed the appropriate steps to address the situation.
Despite this, Robert decided to escalate the matter by disputing the charge through his credit card company, even though the tracking information clearly showed that the package was delivered. As a retailer, we can only act within the guidelines provided by the shipping carrier. Once an item is marked as delivered by USPS, it is outside of our control, and unfortunately, theft after delivery is not a loss that we or the carrier can cover.
We are committed to providing the best customer service possible and it is always our goal to resolve issues quickly and fairly. However, in situations like this—where the package is confirmed delivered by the carrier—there is only so much we can do. We sincerely regret that Robert’s experience did not meet his expectations, but we followed all necessary protocols to resolve the situation.
We understand that this review may not reflect our usual standard of service, and we want to assure everyone reading that we always act in good faith to resolve issues as quickly as possible. Our priority remains ensuring that our customers have positive experiences, and we will continue to improve based on your feedback.
RESPONSE TO CUSTOMER UPDATE:
Thank you for sharing your concerns with us.
First, we did provide a shipping confirmation with tracking details at the time your order was dispatched. According to USPS tracking, the package was marked as delivered to your address on February 19th. We understand that the receiving area at your building has strict protocols, and we regret that the item was not properly logged as received. Unfortunately, once a package is confirmed as delivered by USPS, it is beyond our control, and we recommend following up with your property management or local authorities to investigate further.
We take your claim seriously, and we opened an investigation with USPS as soon as we were made aware of the issue. We understand that this process can be frustrating, and we apologize if you felt that we did not act swiftly enough. Our goal is to resolve all issues promptly and professionally.
Regarding insurance, we want to clarify that our policy does not cover theft or loss after delivery. This is standard practice across many retailers, and we recommend checking with your credit card company or contacting your local authorities for next steps.
We apologize if you feel your concerns haven’t been fully addressed. Please know that we are committed to resolving issues wherever possible. Your feedback is valuable, and we will continue to work toward improving our customer service based on your experience.
