Terrible Experience with Sofirn

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shutterboy
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Terrible Experience with Sofirn

I placed my first order from AliExpress Sofirn official store for 2 LT1 lanterns. It looks like they shipped the product via USPS but never asked for signature required. USPS, maintaining its reputation, lost the package. Although their website says the package was delivered, the box never reached my doorstep.

I tried to speak with Sofirn initially, but the guy barely speaks coherent English and is very hard to reason with. He adamantly refuses to work with me just based on the fact that USPS website says it is delivered. I have also tried to speak to the user “Sofirn” on this forum, but he is not able to help either. I opened a dispute with AliExpress and they want me to prove that I did not get the package. Facepalm

Judging by the quality of Chinglish I got from AliExpress, I am not holding my breath that I would successfully explain that it is “impossible” to prove that “one does not know” something.

Is there anyone that has any pull with Sofirn that will be able to help? I would really not like to dispute the amount with my credit card because it is counter productive for everyone involved, and I would like to keep good terms with Sofirn.

Edited by: shutterboy on 09/29/2020 - 01:30
raccoon city
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"I would really not like to dispute the amount with my credit card because it is counter productive for everyone involved, and I would like to keep good terms with Sofirn."

They're giving you terrible service, and you think not getting ripped off is bad for everyone involved?

I would try to get your money back through Sofirn, AliExpress, and then your credit card if I were you.

Why let yourself get ripped off?

raccoon city
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Also, just explaining to them that it is impossible to prove that you did not get the package should suffice.

stephenk
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There is always a bit of a risk with ordering from China (though I’m finding ordering from the USA less reliable at the moment). Lodge a dispute with AliExpress, and if that doesn’t work claim it back on your credit card. Also contact USPS too.

shutterboy
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raccoon city wrote:

I would try to get your money back through Sofirn, AliExpress, and then your credit card if I were you.


Why let yourself get ripped off?

I would really not like to get ripped off. Filing a dispute with credit card is considered like a parting blow. I would gladly do it if I knew that I will never want/have to deal with Sofirn ever again. Considering they do make good products, I will like to keep a healthy business relationship. Plus, filing a dispute will earn me a strike with AliExpress as well, something I would really like to avoid, since I buy other stuff from AE.

Also, in a recent order from sofirnlight.com, I put in a wrong address. Lan Lee actually pro-actively reached out to check on the order status and offered to reship the item with the correct address once the undelivered package reaches their warehouse. So, it is very hard for me to believe that Sofirn as a company does not care about its customers. It could be very well possible that there is a single bad apple that does not give a flying **** about customer service. I am just trying to not be a jerk here.

raccoon city
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shutterboy wrote:

I would really not like to get ripped off. Filing a dispute with credit card is considered like a parting blow. I would gladly do it if I knew that I will never want/have to deal with Sofirn ever again. Considering they do make good products, I will like to keep a healthy business relationship. Plus, filing a dispute will earn me a strike with AliExpress as well, something I would really like to avoid, since I buy other stuff from AE as well.

Also, in a recent order from sofirnlight.com, I put in a wrong address. Lan Lee actually pro-actively reached out to check on the order status and offered to reship the item with the correct address once the undelivered package reaches their warehouse. So, it is very hard for me to believe that Sofirn as a company does not care about its customers. It could be very well possible that there is a single bad apple that does not give a flying f*** about customer service. I am just trying to not be a jerk here.

Whatever.

Let yourself get ripped off then.

shutterboy
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raccoon city wrote:

Whatever.


Let yourself get ripped off then.

I understand where you are coming from. I was just hoping there was one more thing I could do before dropping the hammer. I guess there is indeed no other way. I will open up the dispute.

raccoon city
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I apologize for being harsh.

I have a caffeine withdrawal headache right now and am not a people person even under the best circumstances.

I hope you can work this out with the parties involved.  :THUMBS-UP:

shutterboy
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raccoon city wrote:

I apologize for being harsh.


I have a caffeine withdrawal headache right now and am not a people person even under the best circumstances.


I hope you can work this out with the parties involved.  alt=:" />

Dont worry about it. I would not say you were harsh. I would like to call it as direct. I hope you feel better about your headache.

raccoon city
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I took some Tylenol about an hour ago, but it didn't help.

I think all I can do now is go to bed (or take more caffeine), and I don't want to take any more caffeine.

TheIntruder
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Sofirn is thousands of miles away, and has no idea whether you’re being truthful, or trying to scam them; they can only go by what the postal service shows.

So, you should contact your local USPS office, and speak to the carrier supervisor, if not the local postmaster. They were the last party in the chain of custody. International packages probably have their own claims process, but that is a complaint that should be lodged, and such an affidavit could help.

Signature required was a rare thing for low-value shipments before the pandemic; now, even services like Fedex have suspended the practice to minimize contact. I’ve certainly never seen an AX seller request it.

You are wise to not wield a chargeback as something other than a last resort. They were created to deter intentionally fraudulent merchant behavior, not as a ready-refund mechanism for unsatisfied customers, yet that’s how some use them.

Merchants are not obligated to service every potential customer, and can, and will suspend accounts of customers who they feel are abusing them. And since those policies are up to the merchant, it can result from as few as a single chargeback. AX could choose to suspend your account, and in these days where our digital lives rest in the hands of a few large companies like Google and Apple, a suspension has a lot of potential for headaches.

Also keep in mind that, while chargebacks do not have an effect on credit scores, they do result in a dispute notice being recorded on the affected credit account. If you happen to be in the process of applying for a loan, potential lenders take notice, and may not proceed until the notice is cleared. Lenders don’t like borrowers who are problematic and may refuse to pay. Choose wisely.

ZoomieFan
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raccoon city]<p>[quote=shutterboy wrote:

Whatever.


Let yourself get ripped off then.

Is there proof of being ripped off?
Ripped off is taking the money but never ship the goods.
Not wanting to refund isn’t a rip off either. I can imagine way to often people falsely claim they didn’t receive anything.

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TimMc
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Quote:
USPS, maintaining its reputation, lost the package.

Why should Sofirn have to pay because USPS lost the package?

tzmxxhh
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USPS has misplaced my packages to the wrong unit multiple times. I do not think Sofirn is trying to rip you off by any means.

Jackie
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We have contacted with the carrier again and they still  insist that the goods have been delivery, may you check with DHL again? the package was dispatch by DHL

Henk4U2
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TimMc wrote:
Quote:
USPS, maintaining its reputation, lost the package.

Why should Sofirn have to pay because USPS lost the package?

Because you made a deal with the seller. The seller has the goods, you have the money.
After you send the money (digitally), they must see to it that you get the goods (physically).
So the seller chooses a shipper. If things go wrong, they deal with the shipper.
After they (re?)send you the goods.

You are a flashaholic if you are forced to come out of the closet, to make room for more flashlights.

zoulas
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How is this Sofirn’s fault?

Marc E
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Can USPS prove they delivered the package? At the moment it’s your word against theirs.

sp5it
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zoulas wrote:
How is this Sofirn’s fault?

Ditto. USPS is the one to blame.
Mike

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blfbaby
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Sofirn has the contract with USPS though not op.

I have several more Sofirn lights I want to buy but if they don’t help customers how can you order from their site?

Ali express asking a user to prove something unprovable is also ridiculous.

sp5it
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blfbaby wrote:
Sofirn has the contract with USPS though not op.

I have several more Sofirn lights I want to buy but if they don’t help customers how can you order from their site?

Ali express asking a user to prove something unprovable is also ridiculous.


Don’t be shy, post under your real account.
Mike

Think of how stupid the average person is, and realize half of them are stupider than that. George Carlin

 Anyone offended by my signature please fill Complaint Form. Thank you.

 If a lot of people listen to Slayer, the world would be a better place to live" - Tommy Wiseau

blfbaby
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sp5it wrote:
blfbaby wrote:
Sofirn has the contract with USPS though not op.

I have several more Sofirn lights I want to buy but if they don’t help customers how can you order from their site?

Ali express asking a user to prove something unprovable is also ridiculous.


Don’t be shy, post under your real account.
Mike

An admin can probably confirm I’m a new user. Just browsed the home page because I wanted to see if there was a list of BLF lights and saw top of the list a sofirn problem post, and atm I mostly only want to buy sofirn so took a look.

Edit: tip for op and anyone concerned, use PayPal on dodgy sites you don’t think you’ll have any recourse on.

It’s definitely wise to not charge back/dispute until exhausting all avenues as you might want to make another purchase, but disputing burns that bridge. In the case of sofirn you can only get certain tints direct so it’s worth maintaining that relationship.

zoulas
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I dont know what contract you are referring to. When you ship an item with USPS you dont have a contract. You are paying for a service. There is no guarantee made that the product will arrive at destination.

blfbaby
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A contract of sale, that they’ll do what they said they’ll do (perform on that contract).

Every transaction is a contract. Price labels in a shop are “offers of contract” which is why they have to sell something for a lower price if the price label is wrong.

If I sent something on ebay, I pay the carrier, I have to make the enquiries if it doesn’t arrive, I have to pursue the insurance money if applicable. A recipient can make some enquiries too but the onus is on me the sender to make sure I get my moneys worth.

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Henk4U2 wrote:
TimMc wrote:
Quote:
USPS, maintaining its reputation, lost the package.

Why should Sofirn have to pay because USPS lost the package?

Because you made a deal with the seller. The seller has the goods, you have the money.
After you send the money (digitally), they must see to it that you get the goods (physically).
So the seller chooses a shipper. If things go wrong, they deal with the shipper.
After they (re?)send you the goods.

Yes, this is how it works.

sp5it wrote:
zoulas wrote:
How is this Sofirn’s fault?
Ditto. USPS is the one to blame. Mike

USPS is to blame but the seller is the only one who can attempt to get insurance payment from USPS and resend.

OP, I heard USPS has GPS mark where they scan out packages. You can call your local office and ask for them to check that info.
A neighbor mostly likely got it by mistake and hopefully puts it back in their box because i doubt USPS can kick in doors ‘ WHERES THAT PACKAGE I LEFT IN YER BOX BY MISTAKE!?!?’

nocturne
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You should start with the USPS. Call your local PO and tell them you did not receive the package, but tracking says it was delivered, then give them the tracking number. Whatever carrier that tripped the “package delivered” flag also took a GPS reading, and so the PO can tell precisely where the package was delivered. Sounds like it was delivered to the wrong address. The PO will go get your package and redeliver.

arek98
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Some confusion here, OP says USPS shows package delivered and Jackie (who seems to be a Sofirn rep – see post #15) says “the package was dispatch by DHL

blfbaby
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Maybe order direct from sofirnlight.com in future too imo. All the options. Probably cheapest price. Fast delivery. Can use PayPal if worried. Sofirn get all the money.

Edit:
I said the above when I was just thinking about the price, and didn’t have to contact their customer service.

DO NOT order direct from sofirnlight.com. They ignore what you say when you have a problem and just tell you everything is fine.

Also if you ask them to cancel an order they ignore your message and send it.

shutterboy
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Jackie wrote:

We have contacted with the carrier again and they still  insist that the goods have been delivery, may you check with DHL again? the package was dispatch by DHL

What is the DHL tracking number? The tracking number you provided was for USPS. Also, should you not be the one talking to DHL?

I am really not trying to be a jerk, but (as others have agreed here), the money I paid you was for a pair of LT1s delivered to my doorstep without talking to any intermediary.

Also, I have already spoken to USPS. They have asked to open up a “Search” on their web portal, that I have already done, and have so far heard nothing.

Please understand that I would love to not dispute the transaction on my credit card, because I want to have business with you in future. I hope you will work with me.

shutterboy
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blfbaby wrote:
Maybe order direct from sofirnlight.com in future too imo. All the options. Probably cheapest price. Fast delivery. Can use PayPal if worried. Sofirn get all the money.

That is a really good idea. I am definitely steering clear of AliExpress if I can in future. Lan and Barry seems more reasonable to talk to.

nocturne
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shutterboy wrote:

Also, I have already spoken to USPS. They have asked to open up a “Search” on their web portal, that I have already done, and have so far heard nothing.

Stop being so defeated. Call them back, your local Post Office, the one that serves your ZIP code. Make it clear to them you did not receive your package and you’d like them (the person on the phone) to track your package and tell you where it is.

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